Published 29 April 2026
Updated 14 May 2026
Courier Refused a Refund? Here's What to Do in the UK
Quick Answer
If a courier or retailer has refused your refund, they are usually wrong to do so. Under the Consumer Rights Act 2015, the retailer is responsible for your order until it reaches you. You do not need to accept a refusal — you can escalate through your payment provider, chargeback, or a formal complaint.
Why Refunds Get Refused
Most refusals come from one of three places. The courier says the parcel was delivered and closes the investigation. The retailer says it is the courier's problem and redirects you. Or the retailer accepts no responsibility because their terms say delivery risk passes to you at dispatch. None of these positions hold up under UK consumer law. Couriers refuse because they have no contract with you as the recipient — your contract is with the retailer, so the courier's refusal is largely irrelevant to your claim. Retailers refuse because they misapply their own terms or rely on you not escalating. The law is on your side in almost every case where goods did not arrive, arrived damaged, or a return was lost in transit.
Retailer vs Courier: Who Is Actually Responsible
Under Section 29 of the Consumer Rights Act 2015, risk stays with the retailer until goods are delivered into your physical possession. The retailer chose the courier, paid the courier, and is accountable for the courier's performance. If the courier loses the parcel, damages it, or leaves it somewhere insecure, that is the retailer's liability to resolve — not yours. This applies whether your parcel was marked as delivered but never received, arrived damaged, or was lost during a return. The courier may compensate the retailer separately — but that is between them. Your claim stays with the retailer regardless.
What Evidence You Need
- Screenshot your tracking history, especially any 'delivered' scan, delivery photo, or last known location update.
- Photograph damaged packaging and the item itself if your parcel arrived damaged — take pictures before you touch or move anything.
- Keep your proof of posting receipt if you are returning an item. Without it, most return claims will be rejected.
- Save all written communication with the retailer and courier — emails, chat transcripts, and any refusal letters.
- Note the exact date you received the item (or discovered damage), as your 30-day rejection window starts from delivery.
What to Say in Your Claim
Subject: Refund Request — Order [your order reference] Dear Customer Service, I am writing about order [order reference] placed on [order date], value [amount], which has not been resolved despite my previous contact. Under Section 29 of the Consumer Rights Act 2015, goods remain at your risk until they are delivered into my physical possession. [The parcel was not delivered / arrived damaged / my return was lost — delete as appropriate.] I am requesting a full refund of [amount]. Please confirm this within 7 working days. If I do not hear from you, I will escalate this through [Section 75 / chargeback / my payment provider]. Yours sincerely, [Your Name] [Order Reference]
Next Steps If Still Refused
A retailer refusal is not the end. You have several routes depending on how you paid. For credit card purchases over £100, Section 75 of the Consumer Credit Act 1974 makes your card issuer jointly liable — you can claim from your bank directly. For debit cards, request a chargeback through your bank, usually within 120 days of the transaction. For PayPal orders, open a Buyer Protection dispute in the Resolution Centre. If those routes are exhausted or unavailable, you can report the retailer to Citizens Advice or file a claim through Money Claims Online for amounts up to £10,000. To check the next step for your situation, use the Parcel Refund tool.
For courier-specific help, compare Royal Mail, Evri, Yodel and DPD guidance. If your case is a lost parcel, marked delivered, damaged parcel or doorstep theft issue, use the matching scenario page to generate the next steps for your case.
Frequently Asked Questions
Can a courier legally refuse my refund?+
Yes — because you have no contract with the courier. Your contract is with the retailer. Under the Consumer Rights Act 2015, the retailer is responsible for delivery, not the courier. A courier refusal affects the retailer's ability to claim from the courier, but it does not affect your right to a refund from the retailer.
Who is responsible — the retailer or the courier?+
The retailer. Section 29 of the Consumer Rights Act 2015 places responsibility for delivery with the retailer until goods reach you. The retailer chose the courier and is accountable for their performance. You should always claim from the retailer first, not the courier.
What if the retailer says the parcel was delivered?+
A 'delivered' status on tracking does not automatically end your claim. The retailer must show that the parcel was delivered correctly — to the right address, to the right person, or via a service that required a signature. If the evidence is weak (no photo, wrong location, no signature for a signed service), your claim remains valid under Section 29.
How long do I have to dispute a refused refund?+
For your short-term right to reject (full refund), you have 30 days from delivery. For Section 75 credit card claims, there is no fixed time limit but act promptly. For chargeback, the window is typically 120 days from the transaction date. For the Small Claims Court, you have up to 6 years under the Limitation Act 1980.
What if the retailer ignores my complaint?+
Silence counts as a refusal. If the retailer does not respond within your stated deadline (7 working days is reasonable), escalate immediately through your payment provider. You can also report to Citizens Advice, who will forward it to Trading Standards if there is a pattern of behaviour.