Royal Mail Damaged Parcel: Compensation Claim UK
If your parcel arrived damaged or the contents are broken with a Royal Mail 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. If you bought goods online, the retailer is responsible under the Consumer Rights Act 2015. Personal Royal Mail claims apply when you posted the parcel yourself. Use this page to check what to do next, the Royal Mail claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on Royal Mail'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. Royal Mail 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 Royal Mail via Royal Mail's online claim form (proof of posting and contents required). Royal Mail's damage window is 80 days from posting for lost items and 14 days for damaged parcels (verify on the Royal Mail 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 then the Postal Redress Service (POSTRS).
Royal Mail compensation and escalation
- Claim window
- 80 days from posting for lost items and 14 days for damaged parcels (verify on the Royal Mail website)
- How to claim
- Royal Mail's online claim form (proof of posting and contents required)
- Escalation
- the Postal Review Panel and then the Postal Redress Service (POSTRS)
Frequently asked questions
Should I claim from Royal Mail or the retailer?
Claim from the retailer. If you bought goods online, the retailer is responsible under the Consumer Rights Act 2015. Personal Royal Mail claims apply when you posted the parcel yourself. Asking Royal Mail directly will usually fail because your contract is with the retailer.
What is Royal Mail's claim window for this issue?
80 days from posting for lost items and 14 days for damaged parcels (verify on the Royal Mail website). Always check the current terms on Royal Mail'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 then the Postal Redress Service (POSTRS).
Do I need to keep the damaged Royal Mail packaging?
Yes. The retailer or Royal Mail 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.