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
Our experts provide advice to members every day on a range of issues. To see if yours is one we cover answer the questions below.
Before we start, we need to check if you have already instructed a solicitor or other legal professional to advise you in this matter.
Why do we need this?
For regulatory reasons we can't advise if you have formally instructed a legal professional for the issue you're seeking advice for. If you have had a free appointment with a professional or an organisation such as Citizen's Advice Bureau, click 'No' I haven't'.
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- 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
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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.
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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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Rebecca Turnbull-Simpson
Rebecca advises on general consumer disputes and litigation but specialises in property disputes, in
particular landlord and tenant and residential leasehold disputes.
