Loveinamist
Registered Shopper
DM article: https://www.dailymail.co.uk/money/n...uriers-cut-outrageous-corners-ruin-gifts.html
Who to blame when it all goes wrong
When ordering online, your contract is with the retailer, not the delivery company.
This means it is the retailer’s responsibility to put things right if there is a problem.
If items are damaged or stolen and the seller cannot prove they arrived safely or were left in an appropriate place, they must give you a refund. The onus is on them to prove you received the item, not the other way around, so always demand proof of delivery.
Parcels left outside your property do not count as having been delivered unless you said they could be left there. So if an item is stolen or damaged, you can ask for a refund.
But if you leave instructions for the delivery firm to leave a parcel with neighbours and they later claim not to have received it, you may struggle to get a refund if the courier can prove they left it there. So choose drop-off points wisely.
It’s a common misconception that unless you open the parcel and check the goods on delivery, you cannot return them.
In fact, the Consumer Rights Act states you have 30 days to return damaged or faulty items to get a full refund.
If your order does not arrive within a reasonable amount of time — say the firm estimated three days and it’s taken two weeks — you can cancel.
If the seller said goods would arrive in time for Christmas and they turn up late, they are in breach of contract and you can demand a refund.
In some cases, you may also be able to claim compensation if you have taken time off work for a parcel that never arrived.
Who to blame when it all goes wrong
When ordering online, your contract is with the retailer, not the delivery company.
This means it is the retailer’s responsibility to put things right if there is a problem.
If items are damaged or stolen and the seller cannot prove they arrived safely or were left in an appropriate place, they must give you a refund. The onus is on them to prove you received the item, not the other way around, so always demand proof of delivery.
Parcels left outside your property do not count as having been delivered unless you said they could be left there. So if an item is stolen or damaged, you can ask for a refund.
But if you leave instructions for the delivery firm to leave a parcel with neighbours and they later claim not to have received it, you may struggle to get a refund if the courier can prove they left it there. So choose drop-off points wisely.
It’s a common misconception that unless you open the parcel and check the goods on delivery, you cannot return them.
In fact, the Consumer Rights Act states you have 30 days to return damaged or faulty items to get a full refund.
If your order does not arrive within a reasonable amount of time — say the firm estimated three days and it’s taken two weeks — you can cancel.
If the seller said goods would arrive in time for Christmas and they turn up late, they are in breach of contract and you can demand a refund.
In some cases, you may also be able to claim compensation if you have taken time off work for a parcel that never arrived.