InPost Damaged Parcel: How to Get a Refund (UK)
If your parcel arrived damaged or the contents are broken with a InPost 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. InPost's published windows are short: 7 days after drop-off for a lost parcel where the label was bought through its own site or app, and 14 to 28 days on its retailer claim form. Either way tell the retailer straight away, because the label buyer, usually the retailer rather than you, has to lodge the claim in time. Use this page to check what to do next, the InPost claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on InPost'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. InPost 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 InPost via InPost's online claim form, which the sender who bought the label submits. InPost's damage window is 7 days after drop-off for a lost parcel where the label was bought through InPost's site or app (its retailer claim form allows 14 to 28 days), 14 days from delivery if tracking says delivered but it never arrived, and 30 days from delivery for damage (verify on the InPost 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.
InPost compensation and escalation
- Claim window
- 7 days after drop-off for a lost parcel where the label was bought through InPost's site or app (its retailer claim form allows 14 to 28 days), 14 days from delivery if tracking says delivered but it never arrived, and 30 days from delivery for damage (verify on the InPost website)
- How to claim
- InPost's online claim form, which the sender who bought the label submits
- 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 InPost or the retailer?
Claim from the retailer. InPost's published windows are short: 7 days after drop-off for a lost parcel where the label was bought through its own site or app, and 14 to 28 days on its retailer claim form. Either way tell the retailer straight away, because the label buyer, usually the retailer rather than you, has to lodge the claim in time. Your contract is with the retailer, so it is the retailer's job to deal with InPost.
What is InPost's claim window for this issue?
7 days after drop-off for a lost parcel where the label was bought through InPost's site or app (its retailer claim form allows 14 to 28 days), 14 days from delivery if tracking says delivered but it never arrived, and 30 days from delivery for damage (verify on the InPost website). Always check the current terms on InPost'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 InPost packaging?
Yes, keep it. The retailer or InPost 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.
