If your order arrived broken or damaged, the retailer is legally required to offer a repair, replacement, or refund under the Consumer Rights Act 2015. You do not need to deal with the courier directly — the seller is responsible for goods arriving in satisfactory condition. This page explains your rights, the evidence you need, and exactly how to claim.
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Start your disputeUnder the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If an item arrives damaged, it fails the satisfactory quality test and the retailer — not the courier — is legally liable. Within 30 days of delivery you have the short-term right to reject and claim a full refund. Between 30 days and 6 months, the retailer can attempt one repair or replacement first; if that fails, you can still reject the goods and get a refund. After 6 months, the burden shifts to you to prove the fault existed at delivery.
People often assume these are different problems with different routes. They are not. Whether the damage happened in the courier's van, at the depot, or during packing at the warehouse, the retailer is your point of contact either way. The retailer chose the courier, the retailer pays the courier, and the retailer is responsible to you for delivering goods of satisfactory quality. Do not let the retailer deflect to Evri, Royal Mail, DPD, or Yodel — the courier's internal claim process is for the retailer to use, not you.
1. Photograph everything before moving anything. Take clear shots of the outer box or mailer, any visible damage to the packaging, the inner packaging materials, and the item itself from multiple angles. Include a shot showing the delivery label if possible. 2. Keep all the packaging. Royal Mail and Evri both require original packaging as part of a damage claim, and many retailers ask for the same. Do not throw the box away until the claim is resolved. 3. Contact the retailer in writing (email or their contact form, not phone) within a few days. Attach the photos, quote your order number, and state that the goods failed the satisfactory quality test under the Consumer Rights Act 2015. 4. Tell the retailer which remedy you want — repair, replacement, or refund — and set a short written deadline, such as 7 working days. 5. If the retailer refuses, or if the order was over £100 on a credit card, escalate to Section 75 of the Consumer Credit Act 1974. For debit cards, request a chargeback from your bank.
If you were the sender (personal post or a gift you sent), Royal Mail's own claims process applies. Claims must be filed at royalmail.com/claims within 80 calendar days of posting, and the packaging is almost always required as evidence. Royal Mail compensation caps depend on the service used: 1st and 2nd Class cover up to £20 for damage, Signed For up to £20, and Special Delivery Guaranteed by 1pm up to £750. For retailer orders, you do not need to chase Royal Mail yourself — the retailer handles it and owes you the full value under the Consumer Rights Act.
Evri is used by many major UK retailers for clothing, homeware, and small electronics. Evri damage claims are made via the Evri help centre or webchat and require clear photos of the damage plus the original packaging. Evri's standard compensation limit for damage is £20, with higher cover available only if the sender bought it at checkout. Again, if you bought the goods online, you do not have to claim from Evri yourself — the retailer is responsible. Evri's claim limits do not cap what the retailer owes you under the Consumer Rights Act 2015.
Good evidence turns a slow back-and-forth into a quick refund. Take photos before discarding any packaging: the outer box, inner packaging, and damaged item from multiple angles. Note the date and time you opened the parcel. If the parcel was visibly damaged when the courier arrived, write 'received damaged' on any signature screen and take a photo of the label. Keep all packaging materials until the claim is fully resolved — this is a requirement for both Royal Mail and Evri claims and is often the difference between a refund and a rejection.
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If the retailer refuses to repair, replace, or refund a damaged item, your payment method can protect you. If you paid by credit card and the item cost over £100, Section 75 of the Consumer Credit Act makes your card provider equally liable with the retailer. You can claim directly from your bank for goods that arrived not as described. If you paid by debit card, you can request a chargeback for any amount when goods aren't as described. Your bank will investigate and can reverse the payment. Most banks accept chargebacks within 120 days of the transaction. If you paid through PayPal, their Buyer Protection covers items significantly not as described. Open a dispute through PayPal's Resolution Centre. Our tool will tell you which payment route is strongest for your situation.
Photograph the damage before moving or discarding anything, keep all the packaging, and contact the retailer in writing with the photos. Under the Consumer Rights Act 2015, goods must arrive in satisfactory condition. You are entitled to a repair, replacement, or full refund. Set a written deadline of 7 working days and escalate via Section 75 or chargeback if the retailer refuses.
The retailer may ask you to return it, but they must cover return costs. Often photos are enough for a refund, especially for lower-value items. Do not post anything back until the retailer confirms the return method in writing. If you pay for return postage yourself and the return is lost, you can run into a second dispute on top of the first.
No. The retailer is responsible for ensuring goods arrive in good condition under the Consumer Rights Act 2015. Their contract with the courier is separate from your consumer rights. If they tell you to contact Evri, Royal Mail, DPD, or Yodel yourself, push back in writing and cite Section 9 (satisfactory quality) and Section 20 (your right to reject) of the Act.
Yes. Royal Mail and Evri both require original packaging as part of a damage claim, and many retailers ask for the same. Keep the outer box, inner packaging, and any protective material until the claim is resolved. Throwing away the packaging before the retailer accepts your claim is the single most common reason damage claims are rejected.
Section 75 of the Consumer Credit Act 1974 makes your card issuer jointly liable with the retailer for any breach of contract, including goods arriving damaged. If the retailer refuses to refund, you can claim directly from your card provider with your photos and evidence as proof.
Report as soon as you can, ideally within a few days of delivery. You have a short-term right to reject within 30 days of receipt for a full refund, a right to one repair or replacement between 30 days and 6 months, and up to 6 years under the Limitation Act 1980 to bring a claim. After 6 months, the burden shifts to you to prove the fault existed at delivery.
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