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.
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.
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: