If a delivery has gone wrong
When something you’ve ordered isn’t right, doesn’t show up or arrives damaged, it should be easy to get the problem sorted. But sometimes retailers and delivery companies make life difficult. They might blame each other for the poor condition of what you’ve received. They might insist that something’s been delivered even though you never got it. Or they could ask you to return it at your own expense.
Consumer protection and your right to cancel
If something you’ve ordered has been delivered damaged, you’ll usually be protected by your consumer rights. These say that whenever you buy something in the UK, it has to be of satisfactory quality, fit for purpose, and as described. If you’ve bought something and changed your mind about it, the law says that in most cases you can send it back for a full refund up to 14 days from when you receive it. These are what’s known as ‘statutory’ rights – meaning they override any terms, conditions or policies set down by a business.
How we can help
If you call us about a delivery problem you’ll speak to an expert in consumer law. They’ll tell you whether it’s a retailer’s or a courier’s responsibility to resolve the problem. They’ll help you understand the legislation that’s relevant to your exact circumstances. And they’ll help you work out who you should write to and what you should say to get the result you want. We will:
- listen to the problem and explain who is responsible for putting it right
- talk you through the legislation that applies
- help you understand what steps you can take to get the outcome you’re looking for
- Access our experts in consumer law, travel, motoring, landlords & tenancy, wills & probate and more
- Get clear guidance on your next steps from experts you can trust
- Unlimited calls – speak with us as often as you need
- Cover for your whole household
- Regular news and advice emails
- Access our experts in consumer law, travel, motoring, landlords & tenancy, wills & probate and more
- Get clear guidance on your next steps from experts you can trust
- Unlimited calls – speak with us as often as you need
- Cover for your whole household
- Regular news and advice emails
Read our common questions
Matthew Tribble
Matthew has been qualified since 2013 and in that time has advised on a range of issues from consumer matters to issues with insurance.
See profile 
Nadina Hoeller
Nadina specialises in civil litigation, having previously represented claimants in personal injury claims.
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Ian Hawkins
Ian focuses on providing practical consumer law advice that our members can apply in the most effective way possible.
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Natalie Dyer
Natalie currently advises our members on consumer law issues.
