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. 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. 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. 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 DHL via DHL customer service, which opens the investigation before the claims team decides. DHL's damage window is 14 days from despatch for damage and 28 days for a missing parcel (verify on the DHL website).
- 6
If the retailer refuses, use Section 75 (credit card over £100) or chargeback (within 120 days). Postal escalation: the retailer first; then Section 75 or chargeback.
DHL compensation and escalation
- Claim window
- 14 days from despatch for damage and 28 days for a missing parcel (verify on the DHL website)
- How to claim
- DHL customer service, which opens the investigation before the claims team decides
- Escalation
- the retailer first; then Section 75 or chargeback
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. Asking DHL directly will usually fail because your contract is with the retailer.
What is DHL's claim window for this issue?
14 days from despatch for damage and 28 days for a missing parcel (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 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 retailer first; then Section 75 or chargeback.
Do I need to keep the damaged DHL packaging?
Yes. The retailer or DHL 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.