Your rights if your parcels end up missing or damaged – and how to get it sorted
MORE of us shop online these days to get gifts and necessities for Christmas.
But missing or damaged parcels can be a real headache.
Here are your rights to make sure you aren’t left out of pocket if things go wrong . . .
IF A PARCEL IS LOST: If the courier loses your order, the retailer is responsible for putting things right.
Immediately raise issues with the brand you ordered with, as it will be its responsibility to find your package.
If your item never shows, the retailer should issue a refund for your shopping.
When a delivery has taken more than 30 days, you can legally cancel the contract and get a refund.
Before you order, it’s a good idea to read the seller’s delivery terms and conditions. Some firms automatically leave items on the porch if you or your neighbours aren’t in so outline a safe place if you know you won’t be in.
You could argue there has been a breach of contract if a package is left on the doorstep without your permission.
IF IT’S LATE: Many retailers set deadlines for ordering to get goods in time for Christmas.
You are entitled to a full refund if something arrives later than promised.
You also have the right to cancel an order within 14 days if you order online or over the phone, and get your money back. This is handy to know if something arrives later than expected.
IF BAD WEATHER HITS: Storms, snow or ice can mean cancelled flights and transport delays which can hit delivery times.
But the retailer should attempt to arrange an alternative time if the bad weather caused you to miss your slot.
IF GOODS ARRIVE DAMAGED: It is the retailer’s responsibility to make sure items arrive in good condition.
If you contact them about the damage they should either offer to send you a new item or give you a refund.
- All prices on page correct at time of going to press. Deals and offers subject to availability.
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