Parcel Damaged On Delivery? UK Refund Rights

Updated 20 June 2026 by ParcelClaim Research Team | UK damaged parcel guide

A damaged parcel can be frustrating because the retailer may blame the courier, the courier may say only the sender can claim, and you may be left with a broken item and no clear answer.

This guide explains what to save, who to contact first, what to say to the retailer, and what to do if your parcel arrived broken, smashed, leaking, crushed, wet, torn open, dented, or missing parts.

If the parcel was not damaged but did not arrive at all, start with our parcel marked delivered but not received guide. If the retailer is refusing to help, use our refund refused for missing parcel guide.

What to do first if a parcel arrives damaged

1. Take photos before opening it further. Photograph the box, bag, label, seals, tape, crushed corners, holes, tears, wet areas or repackaging.
2. Photograph the damaged item. Take clear close-up and wider photos showing the broken, cracked, leaking, dented or missing parts.
3. Keep all packaging. Do not throw away the outer box, padded envelope, wrapping, inserts, foam, paper, seals or courier label.
4. Save the tracking evidence. Screenshot the tracking page, courier name, tracking number, delivery date and any delivery photo.
5. Check courier notes. Look for wording such as damaged in transit, repacked, delayed, returned, delivered, left safe or refused.
6. Contact the retailer in writing. If you bought from a retailer, report the damage quickly and ask for the outcome you want.

What to photograph before throwing packaging away

Packaging can matter. A retailer or courier may ask for it during an investigation, especially where the damage may have happened during delivery.

Different types of damaged parcel evidence

The best evidence depends on the type of damage. A crushed trainer box, smashed glass item, leaking bottle, dented appliance or wet clothing parcel may need slightly different proof.

Who is responsible: retailer or courier?

The answer depends on whether you bought the item or sent the parcel yourself.

If you bought from a retailer, the courier may hold useful evidence, but the retailer should usually investigate with the courier and deal with your complaint. If the retailer tries to send you away, read our retailer says contact courier guide.

Consumer Rights Act points for damaged parcels

If you bought goods from a trader, the Consumer Rights Act 2015 may be relevant. In plain English, goods should be of satisfactory quality, match their description and be fit for purpose where the law applies.

For damaged delivery complaints, two points often matter:

• Satisfactory quality: goods that arrive broken, smashed, leaking, unusable or visibly damaged may not meet the expected standard.
• Delivery risk: where the retailer arranged delivery, goods normally remain at the trader’s risk until they come into the physical possession of the consumer or someone identified by the consumer to receive them.

Strong evidence vs weak evidence

A damaged parcel complaint is easier to dismiss if you only say “it arrived damaged”. Show the retailer exactly what happened.

What to send the retailer today

Keep your message factual. Explain what arrived, how it was damaged, what evidence you have, and what outcome you want.

Do not send a generic message like “my parcel is damaged”. A stronger complaint should connect the damage to the order, the courier evidence and the remedy you want.

No subscription. One-time £2.99 payment. Instant document.

What if the retailer says claim with the courier?

If the retailer says “you need to claim with Evri, DPD, Royal Mail, Yodel or another courier”, push back calmly.

The courier may need to investigate, but if you bought from a retailer and the retailer arranged delivery, the retailer should usually raise that courier investigation from their side and respond to your complaint.

If the retailer says the courier caused the damage

The retailer may need to raise a courier investigation, but that does not mean your complaint should be closed. Ask the retailer to confirm what they are doing with the courier and when they will respond to you.

Keep your request focused on the retailer. A courier investigation can help explain what happened, but your refund, repair or replacement request should not disappear just because the parcel was damaged during delivery.

What if the box looked fine but the item was damaged?

A parcel can sometimes look fine outside but still contain damaged goods. That is why photos of both the item and the packaging matter.

Explain:

• what part of the item is damaged;
• whether the damage was visible as soon as you opened the parcel;
• whether any parts are missing, loose, cracked, leaking or unusable;
• whether the item was poorly packed or had too little protection;
• whether the courier label and order details match the damaged parcel.

If the retailer refuses because they say the courier delivered it successfully, remind them that a successful delivery scan does not answer whether the goods arrived in acceptable condition.

What if the item was bought from Amazon, eBay or Vinted?

Marketplace orders can be different because the seller, platform and courier may all be involved. Save the listing photos, item description, seller messages, tracking evidence, packaging photos and damage photos.

What if you sent the parcel and it arrived damaged?

If you paid the courier to send the parcel, your claim may be with the courier or delivery company you used. Check the courier’s damaged parcel process, compensation rules, prohibited items, packaging rules and claim deadline.

Useful evidence may include:

• proof of postage or drop-off receipt;
• tracking number;
• declared value or cover level;
• photos of the item before sending;
• photos of the packaging before sending;
• recipient photos showing the damage on arrival;
• messages between sender, buyer and courier.

When to use chargeback or Section 75

If the retailer refuses to help and you paid by card, you may be able to ask your bank or credit card provider about payment protection routes.

If the retailer has already rejected your complaint, read our refund refused guide and keep the refusal in writing.

If the retailer asks you to return the damaged item

The retailer may ask you to return the damaged item for inspection. Before sending anything back, photograph the item, the packaging, the courier label and the return label. Keep the return tracking number and drop-off receipt.

If the item is unsafe, leaking, sharp, contaminated, very heavy or difficult to move, say that clearly and ask the retailer how they want it handled. Do not throw away the damaged item unless the retailer confirms you can do so in writing.

If items are missing as well as damaged

Sometimes a damaged parcel arrives with part of the order missing. In that situation, save both sets of evidence: damaged packaging photos and a list of the missing items.

Use our missing item from parcel guide if the parcel arrived but one item was missing from inside, and our part of order missing guide if only some of a multi-parcel order arrived.

Damaged parcel checklist

Before you escalate, make sure you have:

• photos of the damaged item;
• photos of the outer packaging;
• photos of the inner packaging;
• photo of the courier label;
• tracking screenshot;
• delivery photo or courier note if available;
• order confirmation or receipt;
• retailer messages and any refusal;
• the outcome you want: refund, repair or replacement.

For a wider evidence list, use our missing parcel evidence checklist. Many of the same evidence habits also help damaged parcel disputes.