Amazon Logistics Damaged Parcel: How to Get a Refund (UK)
If your parcel arrived damaged or the contents are broken with a Amazon Logistics delivery, you have rights as a UK consumer. Sections 20 and 22 of the Consumer Rights Act 2015 give you a short-term right to reject goods that are not of satisfactory quality, normally within 30 days of delivery, for a full refund. The retailer is responsible. Amazon is both retailer and courier on its own deliveries. A-to-z only covers orders a third-party seller both sold and dispatched, with its own limits including 90 days from the order's last delivery date; Prime-delivered marketplace items go through Amazon directly. Use this page to check what to do next, the Amazon Logistics claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on Amazon Logistics'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. Amazon Logistics or the retailer may ask for it as evidence.
- 3
Contact the retailer in writing within 30 days of delivery. Quote sections 20 and 22 of the Consumer Rights Act 2015: you can normally reject goods that are not of satisfactory quality within 30 days 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 Amazon Logistics via Amazon's customer service chat and the A-to-Z Guarantee form. Amazon Logistics's damage window is not published as a fixed deadline, so report damage straight away (verify on the Amazon website).
- 6
If the retailer refuses, use Section 75 (if you paid on credit and your purchase qualifies) or a chargeback (usually within 120 days; check with your bank). Further escalation: Amazon's own complaints process, with Citizens Advice for guidance and trading standards as a last resort.
Amazon Logistics compensation and escalation
- Claim window
- 30 days from the expected delivery date to contact Amazon about a missing or late parcel on an order it ships, with no fixed deadline published for other problems, so raise any issue promptly (verify on the Amazon website)
- How to claim
- Amazon's customer service chat and the A-to-Z Guarantee form
- Escalation
- Amazon's own complaints process, with Citizens Advice for guidance and trading standards as a last resort
Frequently asked questions
Should I claim from Amazon Logistics or the retailer?
Claim from the retailer. Amazon is both retailer and courier on its own deliveries. A-to-z only covers orders a third-party seller both sold and dispatched, with its own limits including 90 days from the order's last delivery date; Prime-delivered marketplace items go through Amazon directly. Your contract is with the retailer, so it is the retailer's job to deal with Amazon Logistics.
What is Amazon Logistics's claim window for this issue?
30 days from the expected delivery date to contact Amazon about a missing or late parcel on an order it ships, with no fixed deadline published for other problems, so raise any issue promptly (verify on the Amazon website). Always check the current terms on Amazon Logistics's own website before relying on a deadline.
What if the retailer refuses to refund?
If you paid on credit, you may have a Section 75 claim against your card issuer or lender for a single item (or a set sold together) with a cash price over £100 and up to £30,000, paid for wholly or partly on credit, most often a credit card (some point-of-sale loans and store or catalogue credit also qualify; paying through PayPal or some marketplaces can rule it out). If not, or if you paid by debit card, ask your bank about a chargeback; the usual time limit is about 120 days, but check with your bank. You can also escalate via Amazon's own complaints process, with Citizens Advice for guidance and trading standards as a last resort.
Do I need to keep the damaged Amazon Logistics packaging?
Yes, keep it. The retailer or Amazon Logistics can ask for photos of the original packaging as part of a claim, and discarding it can weaken the retailer's courier claim and your own evidence.
Can I ask for a full refund or only a replacement?
If the goods are damaged on arrival, sections 20 and 22 of the Consumer Rights Act 2015 give you a short-term right to reject and a full refund, normally within 30 days of delivery. After that, you can ask for repair or replacement.
