Parcelforce Damaged Parcel: How to Get a Refund (UK)
If your parcel arrived damaged or the contents are broken with a Parcelforce 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. Buyers should claim from the retailer; the retailer can claim from Parcelforce as the sender. Use this page to check what to do next, the Parcelforce claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on Parcelforce'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. Parcelforce 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 Parcelforce via Parcelforce's online claim form. Parcelforce's damage window is 30 days from despatch for UK domestic services (14 days for damage; verify on the Parcelforce website).
- 6
If the retailer refuses, use Section 75 (credit card over £100) or chargeback (within 120 days). Postal escalation: the Postal Review Panel and the Postal Redress Service (POSTRS).
Parcelforce compensation and escalation
- Claim window
- 30 days from despatch for UK domestic services (14 days for damage; verify on the Parcelforce website)
- How to claim
- Parcelforce's online claim form
- Escalation
- the Postal Review Panel and the Postal Redress Service (POSTRS)
Frequently asked questions
Should I claim from Parcelforce or the retailer?
Claim from the retailer. Buyers should claim from the retailer; the retailer can claim from Parcelforce as the sender. Asking Parcelforce directly will usually fail because your contract is with the retailer.
What is Parcelforce's claim window for this issue?
30 days from despatch for UK domestic services (14 days for damage; verify on the Parcelforce website). Always check the current terms on Parcelforce'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 Review Panel and the Postal Redress Service (POSTRS).
Do I need to keep the damaged Parcelforce packaging?
Yes. The retailer or Parcelforce 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.