DHL Damaged Parcel: How to Get a Refund (UK)
If your parcel arrived damaged or the contents are broken with a DHL 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. DHL only pays the sender, so a UK online order is the retailer's claim to make. DHL eCommerce handles most UK home deliveries; DHL Express handles international. Use this page to check what to do next, the DHL claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on DHL'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. DHL 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 DHL via DHL customer service, which opens the investigation before the claims team decides. DHL's damage window is DHL eCommerce UK: 14 days from delivery for damage or shortage and 14 days from the due delivery date for a lost parcel, then portal registration within 21 days of delivery (or of the due delivery date for a lost parcel); DHL Express: all claims in writing within 30 days of the date DHL accepted the shipment (verify on the DHL 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: Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live.
DHL compensation and escalation
- Claim window
- DHL eCommerce UK: 14 days from delivery for damage or shortage and 14 days from the due delivery date for a lost parcel, then portal registration within 21 days of delivery (or of the due delivery date for a lost parcel); DHL Express: all claims in writing within 30 days of the date DHL accepted the shipment (verify on the DHL website)
- How to claim
- DHL customer service, which opens the investigation before the claims team decides
- Escalation
- Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live
Frequently asked questions
Should I claim from DHL or the retailer?
Claim from the retailer. DHL only pays the sender, so a UK online order is the retailer's claim to make. DHL eCommerce handles most UK home deliveries; DHL Express handles international. Your contract is with the retailer, so it is the retailer's job to deal with DHL.
What is DHL's claim window for this issue?
DHL eCommerce UK: 14 days from delivery for damage or shortage and 14 days from the due delivery date for a lost parcel, then portal registration within 21 days of delivery (or of the due delivery date for a lost parcel); DHL Express: all claims in writing within 30 days of the date DHL accepted the shipment (verify on the DHL website). Always check the current terms on DHL'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 Citizens Advice for guidance, then a court claim against the retailer in the court that applies where you live.
Do I need to keep the damaged DHL packaging?
Yes, keep it. The retailer or DHL 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.
