By Isle of Wight Observer
At this time of year many of us order goods on-line and sometimes deliveries go wrong. Consumer rights group ‘Which’ has produced a handy guide on to what to do, You usually have clear rights to refunds or replacements. You should always complain to the retailer – even if you believe the courier is at fault.
Late deliveries
If you made it clear to the retailer that delivery by a certain date was essential – for example, you paid extra for next‑day delivery or for a Christmas gift – you can cancel the contract and demand a refund if the item arrives late. Evidence such as emails confirming the importance of the deadline strengthens your case. If the retailer was not explicitly told, you must give them another chance to deliver, setting a reasonable new deadline. If they fail again, you can treat the contract as ended and request your money back. The Consumer Rights Act says deliveries must be made without undue delay and within 30 days from the point of purchase, unless you and the retailer agree otherwise.
Under the Consumer Contracts Regulations, you can cancel orders for most goods bought on-line from the moment you place your order until 14 days from the day you receive your goods, and get a full refund.
Wrongly delivered or missing from a ‘safe place’
Problems can arise when parcels are delivered to the wrong address, left with a neighbour, or in a designated safe place. If you did not provide delivery instructions, the retailer has failed to fulfil its contract and must refund or replace your order. However, if you nominated a neighbour, or specified a safe place, responsibility shifts: once the parcel is delivered there, the retailer is not liable if it goes missing. Generally agreeing that a parcel can be left somewhere or with a neighbour weakens your rights. If you gave instructions directly to the courier, this also counts as consent. Consumers are advised to be cautious when agreeing to safe‑place deliveries, as it reduces protection.
Parcels damaged or tampered with
If your parcel arrives opened, resealed, or damaged, you should act quickly to protect your rights. Before opening it, take clear photos of the packaging from every angle, especially where tape or seals look tampered with. Once opened, check the contents carefully and photograph them too, noting anything missing or broken. This evidence is vital when contacting the retailer. Report the issue immediately, explaining that the parcel was delivered in a tampered or damaged state, and include your photos. The retailer is responsible for ensuring goods arrive safely, so you can request either a refund or a replacement. Acting promptly and providing detailed proof will strengthen your claim and help resolve the matter more efficiently.
Stolen deliveries
If a parcel is left without your permission – for example, on your doorstep – and is stolen, the retailer is in breach of contract. They must replace or refund the item. Retailers may argue that delivery was made to your address, but legally this means handing it to you or someone at the property, not leaving it unattended. If you gave specific instructions that were followed, your claim may be harder, but you should still contact the retailer for a replacement. Theft is also a crime: report it to the police, providing photos and correspondence. While a police report won’t guarantee a refund, it strengthens your case and ensures the crime is recorded.
Conclusion
Consumers should act quickly when deliveries are late, misdelivered, or stolen. Clear communication with retailers, evidence of deadlines or instructions, and prompt reporting are key to securing refunds or replacements. The full advice from ‘Which’ is available via iw.observer/delivery-advice.
