OnBuy Parcel Not Delivered or Refund Refused? UK Guide
OnBuy is a marketplace, so your contract is with the individual seller and the Consumer Rights Act 2015 applies to that seller as the trader. OnBuy Protection sits on top of those rights rather than replacing them, and its 180-day window is unusually generous.
Who delivers your OnBuy order?
OnBuy typically uses: Royal Mail, Evri, DPD, Yodel, seller-arranged couriers. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with OnBuy, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on OnBuy to deliver into your physical possession.
OnBuy contact and returns
- How to contact
- Message the seller through the order first, then use 'Contact OnBuy' on that same thread to bring in the Customer Care team. Unresolved cases pass to OnBuy's Dispute Management team.
- Returns policy summary
- Each seller sets its own returns policy, so check the listing. OnBuy Protection covers eligible orders for up to 180 days after purchase, which is considerably longer than most marketplace windows.
How to claim a refund from OnBuy
- 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 OnBuy via Message the seller through the order first, then use 'Contact OnBuy' on that same thread to bring in the Customer Care team. Unresolved cases pass to OnBuy's Dispute Management team. 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 OnBuy refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
OnBuy delivery FAQs
Is OnBuy legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (OnBuy) is responsible for the goods until you take physical possession. OnBuy cannot redirect you to the courier because your contract is with OnBuy, not the courier.
How long does OnBuy 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.
What does OnBuy Protection actually cover?
Eligible orders are covered for up to 180 days after purchase regardless of how you paid. Use it alongside your statutory rights — start with the seller, then click 'Contact OnBuy' on the message thread to escalate.
The OnBuy seller says the parcel was delivered but I have nothing.
Ask for the tracking reference and proof of delivery, then escalate to OnBuy with that thread. A delivery scan is not proof the goods reached you, and Section 29 keeps the risk with the seller until they do.
Can I go straight to my bank instead?
You can, and chargeback or Section 75 remains available. But using OnBuy Protection first is usually faster and creates the written record your bank will want if the platform route fails.