The short version
General information, not advice
- 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
See it step by step
Whose problem is it until it's at your door?
Step 1 of 6
The seller's job until it arrives
When you buy goods, the seller is responsible for making sure they arrive on time and in good condition.
That responsibility lasts until the goods are physically delivered to you, or to someone you have nominated to receive them.
General information about UK consumer law, not legal advice.
Deadlines and rules from the Switch4Good guide, Delivery rights and delays explained, checked 4 October 2026. The 30-day default and the seller's risk until the goods are in your physical possession are checked at the Consumer Rights Act 2015 (sections 28 and 29); refund timing is checked at section 28(9) (cancelling over late delivery: without undue delay) and section 20(15) (rejected goods: within 14 days of the seller agreeing). Example figures are illustrative: the 5-day delivery, the day 3 loss, the day 12 essential date and the 8-day extra deadline. General information, not legal advice. Not to scale.
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
If you didn't agree a specific date, the goods must arrive within 30 days of the day the order is placed (Consumer Rights Act 2015, section 28). Where you did agree a date and that timing was essential to the deal, a wedding dress needed before the ceremony, for instance, missing it can let you cancel straight away.
When delivery is simply late, you can give the seller an extra reasonable deadline. If the goods still don't turn up, you can cancel, and the seller must refund you without undue delay (Consumer Rights Act 2015, section 28). The law sets no fixed number of days for this.
The seller carries the risk
The seller is legally responsible for the goods until they are physically delivered to you, or to someone you have nominated to receive them. So if a parcel goes missing in transit, it is the seller who must investigate and either refund you or send a replacement. You do not have to take it up with the courier, even though people often assume they must.
Damaged goods
If goods arrive damaged, you can reject them within 30 days of the day after they are delivered and ask for a full refund (Consumer Rights Act 2015, section 22), or ask for a repair or replacement instead. After 30 days, repair or replacement becomes the main remedy. If you reject the goods, the seller must refund you without undue delay and in any event within 14 days of agreeing that you are entitled to a refund (section 20). Either way, photograph the damage straight away and tell the seller in writing.
Delivery charges and refunds
When you cancel because the seller is in breach, late delivery being the common example, the refund has to include the standard delivery cost you paid. A premium delivery upgrade may not be refundable. The refund itself is due without undue delay (section 28).
If the seller won't cooperate
Start with a formal written complaint. If that gets nowhere, use the retailer's ADR scheme, contact Citizens Advice, and consider a small claim.
Citizens Advice https://www.citizensadvice.org.uk Helpline: 0808 223 1133
Money Claim Online https://www.gov.uk/make-court-claim-for-money
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
Common questions
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?
Without undue delay. If you reject goods, the seller must refund you within 14 days of agreeing that you are entitled to a refund.