Yodel Damaged Parcel: How to Get a Refund (UK)
If your parcel arrived damaged or the contents are broken with a Yodel 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. Yodel is now part of InPost and is appointed by the retailer, so refunds for missing or damaged items are owed by the retailer under the Consumer Rights Act 2015. The Yodel windows shown here come from the terms of Yodel's sender service, now run by InPost, and a retailer on its own Yodel contract may be on different terms. InPost's own window for a lost parcel is 7 days after drop-off where the label was bought through its site or app, so tell the retailer straight away. Use this page to check what to do next, the Yodel claim window, and when to escalate if the retailer refuses. Compensation figures vary by service, so always verify the current numbers on Yodel'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. Yodel 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 Yodel via InPost's online claim form (Yodel is now part of InPost; the sender files). Yodel's damage window is 14 days from delivery for damage or part loss, and 28 days from collection for a parcel that never arrived, under the terms of Yodel's sender service, now run by InPost; a retailer on its own Yodel contract may be on different terms (verify on the InPost Direct 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.
Yodel compensation and escalation
- Claim window
- 14 days from delivery for damage or part loss, and 28 days from collection for a parcel that never arrived, under the terms of Yodel's sender service, now run by InPost; a retailer on its own Yodel contract may be on different terms (verify on the InPost Direct website)
- How to claim
- InPost's online claim form (Yodel is now part of InPost; the sender files)
- 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 Yodel or the retailer?
Claim from the retailer. Yodel is now part of InPost and is appointed by the retailer, so refunds for missing or damaged items are owed by the retailer under the Consumer Rights Act 2015. The Yodel windows shown here come from the terms of Yodel's sender service, now run by InPost, and a retailer on its own Yodel contract may be on different terms. InPost's own window for a lost parcel is 7 days after drop-off where the label was bought through its site or app, so tell the retailer straight away. Your contract is with the retailer, so it is the retailer's job to deal with Yodel.
What is Yodel's claim window for this issue?
14 days from delivery for damage or part loss, and 28 days from collection for a parcel that never arrived, under the terms of Yodel's sender service, now run by InPost; a retailer on its own Yodel contract may be on different terms (verify on the InPost Direct website). Always check the current terms on Yodel'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 Yodel packaging?
Yes, keep it. The retailer or Yodel 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.
