CONSUMER RIGHTS · DELIVERY RIGHTS DELAYS EXPLAINED
Delivery Rights & Delays Explained
Your rights if goods arrive late, damaged, or not at all
Quick summary
- Sellers are responsible until goods reach you
- Delivery must occur within 30 days unless agreed otherwise
- You can cancel for non-delivery
- Damaged goods can be rejected
- Refunds must be issued promptly
For information only
When you buy goods, the seller is responsible for ensuring they arrive on time and in good condition. This guide explains your rights if delivery is delayed, goods are lost, or items arrive damaged. This is general information about UK consumer law.
Delivery Timeframes and Legal Default Rules
If no specific date was agreed, goods must be delivered within 30 days.
If a specific date was agreed and delivery is essential (e.g., wedding dress before ceremony), failure may allow immediate cancellation.
If delivery is late:
- You may give an additional reasonable deadline
- If still undelivered, you can cancel
- Refund must be issued within 14 days
Seller Responsibility for Delivery
The seller is legally responsible until goods:
- Are physically delivered to you
- Are delivered to someone you nominate
If goods are lost in transit:
- The seller must investigate
- The seller must refund or resend
- You do not pursue the courier
This is a common misunderstanding.
Damaged Goods and Inspection
If goods arrive damaged:
- You may reject within 30 days
- Request full refund
- Or request repair/replacement
After 30 days, repair/replacement is primary remedy.
Take photos immediately and notify the seller in writing.
Delivery Charges and Refunds
If you cancel for breach (e.g., late delivery):
- Refund must include standard delivery costs
- Premium delivery upgrades may not be refundable
Refund must be issued within 14 days.
Escalation and Dispute Resolution
If seller refuses to cooperate:
- Send formal written complaint
- Use retailer ADR scheme
- Contact Citizens Advice
- Consider small claims
Citizens Advice
https://www.citizensadvice.org.uk
Helpline: 0808 223 1133
Money Claim Online
Key takeaways
- Sellers are responsible until goods are delivered
- You can cancel for non-delivery
- Damaged goods can be rejected
- Refunds must be prompt
- Keep evidence of communication
Who is responsible for lost parcels?
The seller, not the courier.
Can I cancel if delivery is late?
Yes, especially if timing was essential.
What if goods are damaged?
You can reject within 30 days for full refund.
Do I pay return costs for faulty goods?
No. Seller must cover faulty returns.
How quickly must refunds be made?
Within 14 days of cancellation confirmation.