Parcel Arrived Damaged: How to Get a Refund or Replacement (UK Guide)

Parcel Arrived Damaged, Your Rights Under UK Law

You ordered something, waited for it to arrive, and opened the box to find it crushed, cracked, or broken. It is one of the most common delivery frustrations in the UK, and one of the most mishandled, because couriers often suggest you claim from them rather than the retailer. The law says otherwise. Under the Consumer Rights Act 2015, goods must be of satisfactory quality when they reach you. Section 29 makes the retailer responsible for the condition of goods right up until they are in your physical possession. If the item was damaged in transit, that risk belongs to the retailer, full stop.

What to Do the Moment You Receive a Damaged Parcel

Before you do anything else, document everything. Take clear photos of the outer packaging showing any crushing, tears, or impact damage. Then open the box and photograph the damaged item itself from multiple angles. Keep all the original packaging, do not throw any of it away. If there is a delivery note or label, keep that too. The more evidence you have, the harder it is for the retailer to dispute your claim. Once you have photos, note the date and time you received the parcel. That clock matters for your 30-day right to reject.

The 30-Day Rule, Your Right to a Full Refund

You have 30 days from the date you received the damaged item to exercise your short-term right to reject it and demand a full refund. Within this window, you do not have to accept a repair or a replacement, a refund is your right if you want it. After 30 days, the rules shift slightly. The retailer may offer a repair or replacement first, and can only give you a refund if those remedies fail or are not possible. Acting quickly gives you the most options, so contact the retailer as soon as you discover the damage.

Step-by-Step: How to Claim a Refund or Replacement

1. Photograph the damaged packaging and the item itself. Keep all original packaging.
2. Contact the retailer in writing, email is ideal because you have a paper trail. State clearly that the item arrived damaged.
3. Quote the Consumer Rights Act 2015 and specify that goods must arrive in satisfactory condition. State the date you received the item.
4. Ask for one clear outcome: a full refund (if within 30 days) or a replacement. Do not leave it open-ended.
5. Give the retailer a short written deadline, 5 to 7 working days is reasonable.
6. If the retailer asks you to return the item, confirm in writing that they will pay the return postage before you send it back.
7. If the retailer refuses or blames the courier, escalate. Do not let them deflect your legal rights.

Who Pays the Return Postage?

The retailer must pay for return postage when goods arrive damaged. This is not optional. Section 20 of the Consumer Rights Act 2015 is clear that the cost of returning faulty or damaged goods falls on the retailer. If the retailer sends you a prepaid label, use it and keep the receipt. If they ask you to post it back at your own expense and promise to reimburse you later, get that promise in writing first. If the retailer refuses to cover return costs, factor that in when you decide how to escalate.

What If the Retailer Blames the Courier?

This is the single most common deflection you will face. A retailer may say something like "the parcel left us in perfect condition, so please raise a claim with Evri" or "DPD is responsible for transit damage, not us." This is incorrect. Your contract is with the retailer, not the courier. The retailer chose the courier and is accountable for their performance. Section 29 of the Consumer Rights Act 2015 makes the retailer responsible for the goods until they are in your physical possession, that includes their condition. The courier may have to compensate the retailer separately, but that is between them. Your claim stays with the retailer. If you are unsure how to handle a retailer that keeps deflecting, see our guide on what to do when a retailer says contact the courier.

Template Letter: Claiming a Refund for a Damaged Parcel

What If the Retailer Offers a Repair Instead of a Refund?

Within the first 30 days, you can decline a repair and insist on a refund. After 30 days, the retailer does have the right to attempt a repair or replacement first. However, the repair must be done within a reasonable timeframe and at no cost to you. If the repair fails or is not completed in a reasonable time, your right to a refund reopens. Do not let a retailer stall indefinitely by repeatedly offering repairs that do not fix the problem.

Real Scenario: Damaged Electronics and a Retailer That Blamed the Courier

A customer ordered a £180 Bluetooth speaker from a mid-size UK retailer. It arrived in a box that had clearly been crushed on one side, the speaker housing was cracked. The retailer's first response was to ask the customer to contact Evri directly and open a damage claim. The customer replied citing Section 29 of the Consumer Rights Act 2015, attached photos of the packaging and the cracked speaker, and asked for a full refund within 7 working days. The retailer issued the refund 4 days later. The entire process took two emails. The key was knowing that the legal obligation sits with the retailer, not the courier, and being specific about the law in the complaint. For more on why the retailer is the right party to pursue, see our guide on whether to contact the courier or the retailer.

Escalation: What to Do If the Retailer Still Refuses

If the retailer ignores your complaint, misses your deadline, or keeps blaming the courier, you have further options. For credit card purchases over £100, Section 75 of the Consumer Credit Act 1974 makes your card issuer jointly liable, you can claim directly from your bank. For debit card payments, request a chargeback through your bank, usually within 120 days of the transaction. For PayPal transactions, open a Buyer Protection dispute through the Resolution Centre. As a last resort, the Small Claims Court (Money Claims Online) handles claims up to £10,000, with fees starting at £35. Most retailers settle before the hearing because a court judgment affects their credit rating.

When It Makes Sense to Get Professional Help

Most damaged parcel cases are resolved in one or two emails once you cite the right law. But some retailers are persistent, some cases involve high-value items, and some escalation paths, Section 75 disputes, chargeback evidence packages, formal complaint letters, take time to get right. If you have already tried the retailer and hit a wall, or if you simply do not want to spend evenings drafting complaint emails, that is the kind of case Parcel Refund handles on a pay-per-case basis. You describe the situation, and the complaint is drafted from those facts.