UPS Damaged Parcel: How to Get a Refund (UK)
If your parcel arrived damaged or the contents are broken with a UPS 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. Your contract is with the retailer that booked UPS. UPS will only pay the sender. Use this page to check what to do next, the UPS claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on UPS'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. UPS 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 UPS via UPS's online claim form. UPS's damage window is 14 days from receipt to report damage or part loss, and 60 days from the goods being consigned to report a loss (verify on the UPS 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.
UPS compensation and escalation
- Claim window
- 14 days from receipt to report damage or part loss, and 60 days from the goods being consigned to report a loss (verify on the UPS website)
- How to claim
- UPS's online claim form
- 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 UPS or the retailer?
Claim from the retailer. Your contract is with the retailer that booked UPS. UPS will only pay the sender. Your contract is with the retailer, so it is the retailer's job to deal with UPS.
What is UPS's claim window for this issue?
14 days from receipt to report damage or part loss, and 60 days from the goods being consigned to report a loss (verify on the UPS website). Always check the current terms on UPS'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 UPS packaging?
Yes, keep it. The retailer or UPS 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.
