Evri Damaged Parcel: Refund and Compensation Guide UK
If your parcel arrived damaged or the contents are broken with a Evri 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. Evri is the courier the retailer chose, so under the Consumer Rights Act 2015 your contract is with the retailer, not Evri. Use this page to check what to do next, the Evri claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on Evri'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. Evri 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 Evri via Evri's online claim form and the Ezra chatbot. Evri's damage window is 28 days from the estimated delivery date (verify on the Evri 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 Evri issues a deadlock letter or 8 weeks pass without resolution.
Evri compensation and escalation
- Claim window
- 28 days from the estimated delivery date (verify on the Evri website)
- How to claim
- Evri's online claim form and the Ezra chatbot
- Escalation
- the Postal Redress Service (POSTRS) once Evri issues a deadlock letter or 8 weeks pass without resolution
Frequently asked questions
Should I claim from Evri or the retailer?
Claim from the retailer. Evri is the courier the retailer chose, so under the Consumer Rights Act 2015 your contract is with the retailer, not Evri. Asking Evri directly will usually fail because your contract is with the retailer.
What is Evri's claim window for this issue?
28 days from the estimated delivery date (verify on the Evri website). Always check the current terms on Evri'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 Evri issues a deadlock letter or 8 weeks pass without resolution.
Do I need to keep the damaged Evri packaging?
Yes. The retailer or Evri 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.