DPD Damaged Parcel: How to Claim a Refund UK
If your parcel arrived damaged or the contents are broken with a DPD delivery, you have rights as a UK consumer. Section 9 and Section 20 of the Consumer Rights Act 2015 give you 30 days to reject damaged goods for a full refund. The retailer is responsible. DPD's contract is with the sender. Buyers should claim from the retailer; retailers can recover from DPD. Use this page to check what to do next, the DPD claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on DPD's website before relying on them.
How to claim a refund
- 1
Photograph the parcel from all sides before you fully unpack it. Capture damage to the outer box and the contents in the same shots.
- 2
Keep all packaging until the claim is closed. DPD or the retailer may ask for it as evidence.
- 3
Contact the retailer in writing within 30 days. Quote Section 9 and Section 20 of the Consumer Rights Act 2015 — you can reject damaged goods for a full refund.
- 4
Send the photos and video evidence. Make clear whether you want a full refund, replacement, or partial refund.
- 5
Ask the retailer to claim from DPD via the DPD claim portal (the sender usually files; ask the retailer to lodge it). DPD's damage window is 14 days from despatch for loss and damage (verify on the DPD website).
- 6
If the retailer refuses, use Section 75 (credit card over £100) or chargeback (within 120 days). Postal escalation: the Postal Redress Service (POSTRS) once a deadlock is reached.
DPD compensation and escalation
- Claim window
- 14 days from despatch for loss and damage (verify on the DPD website)
- How to claim
- the DPD claim portal (the sender usually files; ask the retailer to lodge it)
- Escalation
- the Postal Redress Service (POSTRS) once a deadlock is reached
Frequently asked questions
Should I claim from DPD or the retailer?
Claim from the retailer. DPD's contract is with the sender. Buyers should claim from the retailer; retailers can recover from DPD. Asking DPD directly will usually fail because your contract is with the retailer.
What is DPD's claim window for this issue?
14 days from despatch for loss and damage (verify on the DPD website). Always check the current terms on DPD's own website before relying on a deadline.
What if the retailer refuses to refund?
If your order was over £100 and paid by credit card, file a Section 75 claim with your card issuer. For debit card or smaller amounts, request a chargeback within 120 days. You can also escalate via the Postal Redress Service (POSTRS) once a deadlock is reached.
Do I need to keep the damaged DPD packaging?
Yes. The retailer or DPD can require photos of the original packaging as part of the claim. Throwing it away can void the claim.
Can I ask for a full refund or only a replacement?
If the goods are damaged on arrival, Section 20 of the Consumer Rights Act 2015 gives you a short-term right to reject and a full refund within 30 days. After that, you can ask for repair or replacement.