Updated 14 May 2026
Damaged parcel complaint letter template UK
Quick answer
Use this letter within 30 days of delivery when goods arrived damaged. It exercises the short-term right to reject under Section 20 of the Consumer Rights Act 2015 and demands a full refund.
When to use this template
Send this within 30 days of receiving damaged goods, exercising the short-term right to reject under Section 20 of the Consumer Rights Act 2015.
After 30 days, the right shifts to repair or replacement, then a price reduction. So timing matters.
Damaged parcel letter
To: [retailer customer service] Subject: Damaged goods — order [order number] — exercising right to reject Hello, Order number: [order number] Order date: [DD/MM/YYYY] Delivery date: [DD/MM/YYYY] I received the above order today / on [date] and the goods are damaged on arrival. Description of damage: [E.g. screen cracked, item dented, packaging opened and contents missing.] Photographs and packaging: I have photographs of the damaged items and the original packaging (attached). I have kept all packaging in case you need it for the courier claim. What I want: Under Section 9 and Section 20 of the Consumer Rights Act 2015, I am exercising the short-term right to reject and require a full refund of £[amount] within 14 days. Please confirm collection arrangements (at your cost) and the refund timeline. Regards, [Your name]
Tips for personalising
- 1Photograph everything — outer box, inner packaging, the damaged item from multiple angles.
- 2Send the letter within 30 days of delivery to keep the short-term reject right.
- 3Don't accept 'partial refund' or 'discount' if the goods are damaged — your statutory right is a full refund.
- 4Refuse to pay for return postage; the retailer must collect at their cost.
- 5If they refuse, escalate via Section 75 or chargeback.
Frequently asked questions
What if I noticed the damage after 30 days?
After 30 days the short-term reject right ends, but you still have rights to repair or replacement, and after a failed repair you can reject. You can also still claim under Section 75 or chargeback.
Can I keep the damaged goods if I get a refund?
No. Under the right to reject, the retailer collects the goods. If they don't arrange collection within a reasonable time, you may be entitled to dispose of them.
What if only part of the order is damaged?
You can reject the damaged part and keep the rest. The retailer must refund the damaged portion plus a fair share of delivery.