InPost Return Parcel Lost: How to Get a Refund (UK)
If your return parcel was lost by the courier in transit back to the retailer with a InPost delivery, you have rights as a UK consumer. If you used the retailer's prepaid return label, the retailer carries the risk. If you posted at your own cost, proof of postage transfers liability when the loss is the courier's fault. InPost's 7-day loss window is the tightest of any major UK carrier, so tell the retailer straight away — it is the retailer, not you, that 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
Locate your proof of postage. If you used the retailer's prepaid label, the retailer carries the risk. If you posted at your own cost, proof of postage protects you.
- 2
Save the InPost tracking page screenshot showing the last scan and current status.
- 3
Contact the retailer in writing. State that the return is in transit and ask for a refund within 14 days of return cancellation under Consumer Contracts Regulations.
- 4
If the retailer says they have not received it, ask them to chase InPost via InPost's online claim form, which only accepts claims from whoever bought the label. The window is 7 days for a lost parcel, 14 days if tracking says delivered but it never arrived, and 30 days for damage (verify on the InPost website).
- 5
If you posted at your own cost and the courier lost it, file a claim yourself with proof of postage and contents value.
- 6
If the retailer refuses to refund, escalate via Section 75, chargeback, or the retailer first; then Section 75 or chargeback.
InPost compensation and escalation
- Claim window
- 7 days for a lost parcel, 14 days if tracking says delivered but it never arrived, and 30 days for damage (verify on the InPost website)
- How to claim
- InPost's online claim form, which only accepts claims from whoever bought the label
- Escalation
- the retailer first; then Section 75 or chargeback
Frequently asked questions
Should I claim from InPost or the retailer?
Claim from the retailer. InPost's 7-day loss window is the tightest of any major UK carrier, so tell the retailer straight away — it is the retailer, not you, that has to lodge the claim in time. Asking InPost directly will usually fail because your contract is with the retailer.
What is InPost's claim window for this issue?
7 days for a lost parcel, 14 days if tracking says delivered but it never arrived, and 30 days 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 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.
Whose problem is a lost return — mine or the retailer's?
If you used the retailer's prepaid return label, the retailer carries the risk. If you paid for return postage yourself, proof of postage shifts the risk to InPost once they took it.
When is the retailer required to refund?
Under Consumer Contracts Regulations, refunds are due within 14 days of the retailer receiving the goods or you proving you sent them, whichever is sooner.