CeX Parcel Not Delivered or Refund Refused? UK Guide
CeX sells pre-owned goods, which are still covered by the Consumer Rights Act 2015 — second-hand does not mean sold as seen when you buy from a trader. CeX is responsible for delivery into your possession, and where a one-off item cannot be replaced it owes you a refund.
Who delivers your CeX order?
CeX typically uses: Royal Mail, Evri, Click and Collect (in-store). The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with CeX, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on CeX to deliver into your physical possession.
CeX contact and returns
- How to contact
- CeX stores take no customer calls. Web orders are handled centrally by ticket at uk.support.webuy.com or customerservice@webuy.com, with replies typically taking 2-3 working days.
- Returns policy summary
- CeX offers a returns window on pre-owned goods plus its own warranty period. Because stock is second-hand and single-item, a replacement is often unavailable and a refund is the realistic remedy.
How to claim a refund from CeX
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact CeX via CeX stores take no customer calls. Web orders are handled centrally by ticket at uk.support.webuy.com or customerservice@webuy.com, with replies typically taking 2-3 working days. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If CeX refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
CeX delivery FAQs
Is CeX legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (CeX) is responsible for the goods until you take physical possession. CeX cannot redirect you to the courier because your contract is with CeX, not the courier.
How long does CeX have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
Do I have the same rights buying second-hand from CeX?
Yes, with one adjustment. Goods must still be as described and match their stated condition grade, and delivery rights are identical. What differs is that wear consistent with the grade you bought is not a fault.
CeX cannot replace my lost item because it was the only one.
Then the remedy is a full refund. Single-item stock is CeX's constraint, not yours, and it cannot leave you without either the goods or your money.
My CeX order arrived but the item is not the grade I paid for.
That is a not-as-described claim. Photograph the item and the listing grade, and ask for a refund or the correct item. Raise it through the support ticket so the grade dispute is in writing.