How to Claim a Refund for Late Delivery of Goods

Late delivery of goods can be more than just an inconvenience - it can mean missed events, wasted time or financial loss. Consumers in England and Wales have legal rights when goods are delivered late or not at all. This guide explains those rights, the key legal basis, and the practical steps for claiming a refund if delivery does not happen within the time you reasonably expected or was agreed.

What the Law Says About Delivery of Goods

Consumer Rights Act 2015

Under the Consumer Rights Act 2015, when you buy goods from a retailer, the contract includes terms that the goods will be delivered to you within a reasonable time, or by a specific date if that was agreed at the time of purchase. The retailer remains responsible for delivery until the goods reach you or someone you have nominated.

Key points:

• If you agree a specific delivery date with the retailer (for example “before 10 December”), that date becomes part of the contract.
• If no specific delivery period is agreed, the law treats delivery as part of the contract and the retailer must deliver within 30 days of the day after the contract was formed.

If the retailer fails to deliver within the agreed period - or within 30 days when no date was agreed - you are generally entitled to treat the contract as “at an end” and claim a full refund. This is because the retailer has not fulfilled its contractual obligation.

Consumer Contracts Regulations 2013

If you ordered the item online, by phone, or by mail order (a “distance contract”), the Consumer Contracts Regulations 2013 also apply. These give you a right to cancel the contract within 14 days of receiving the goods and receive a refund - regardless of whether delivery was late - provided the goods are not exempt (e.g., perishable items).

When You Can Claim a Refund for Late Delivery

You can generally claim a refund if:

1. The retailer delivered goods after an agreed delivery date and you told them you needed them by that date;
2. No delivery date was agreed, but the retailer still failed to deliver within 30 days of purchase;
3. You decide to cancel the distance contract under the Consumer Contracts Regulations within 14 days of receiving the goods and return them;
4. You cancel the purchase under the Consumer Rights Act because delivery was unreasonably late and cannot be re‑scheduled within a reasonable period agreeable to both parties.

In each situation, the retailer must refund the full price paid for the goods, and often the standard delivery cost too if delivery was part of the contract.

Step‑by‑Step: How to Claim a Refund for Late Delivery

Step 1: Check the Delivery Terms

Before you make a claim, check:

• The date you were told goods would arrive (in an email, order confirmation or retailer's website).
• Whether this was a specific date agreed with you or just an estimate.

Agreed dates strengthen your claim under the Consumer Rights Act. Even paying extra for “next day delivery” may count as an agreed delivery timeframe - depending on the retailer's terms.

Step 2: Provide Notice in Writing

Contact the retailer in writing (email or letter) as soon as it is clear delivery won't be on time. In your message:

• Identify your order and when it was placed.
• Explain the delivery was late or has not happened.
• Refer to the relevant law (Consumer Rights Act 2015 and, if applicable, Consumer Contracts Regulations 2013).
• State that you are cancelling the contract and request a full refund.
• Give a reasonable deadline for the refund (often around 14 days).

Keeping a written record makes it easier to escalate if needed.

Step 3: Return the Goods if They Eventually Arrive

If the goods arrive after you have cancelled the contract and requested a refund, you usually must return them. The retailer should arrange or pay for the return when delivery was unreasonably late.

Step 4: Escalate If Necessary

If the retailer refuses to refund:

• Use the retailer's formal complaints procedure.
• Consider Alternative Dispute Resolution (ADR) schemes if available.
• As a last resort, pursue a small claims court action for breach of contract.
• If you paid by debit or credit card, you may also consider a chargeback or claim under Section 75 of the Consumer Credit Act 1974 for purchases over £100.

Time Limits to Bear in Mind

• Under the Consumer Rights Act 2015, you should generally act within six years of the breach of contract if court action is necessary - though practical steps should be taken much sooner.
• Under the Consumer Contracts Regulations, you have 14 days after receiving the goods to cancel and return them for a refund.

Special Situations

Custom or Made‑to‑Order Goods

Even if goods are custom made, the implied term that they must be delivered within a reasonable time still applies. If delivery is late without good reason, you may still be entitled to cancel and a refund.

Claiming Additional Compensation

Refunds cover the purchase price and delivery charges, but compensation for inconvenience or financial loss caused by late delivery (such as lost earnings waiting for a delivery) is harder to recover unless the loss was clearly foreseeable and directly caused by the breach.

Common Questions

Do I have to pay return postage for late delivery?
If you cancel because delivery was late, the retailer should generally cover any necessary return costs related to the late delivery.

Can a retailer's “no refund” policy override my rights?
No. Statutory rights under the Consumer Rights Act and Consumer Contracts Regulations cannot be overridden by a seller's terms that reduce your legal entitlements.

What if the item was delivered to a neighbour and I wasn't told?
You can argue goods were not delivered to you within the contract terms - the retailer remains responsible until you or your nominated person physically receives the goods.

Key Takeaways

If goods are delivered late in England and Wales:

• The Consumer Rights Act 2015 gives you the right to a full refund when delivery is later than agreed or within 30 days when no timeframe was set.
• The Consumer Contracts Regulations 2013 give an additional route to cancel and refund within 14 days of receiving goods ordered at a distance.
• Contact the retailer in writing, refer to the relevant statutory rights, and give a reasonable deadline for refund.
• If necessary, escalate through complaints, ADR or small claims procedures.

Knowing your legal rights and the correct process improves your chances of a successful refund when delivery is unacceptably late.

James William Steven Parker

James is the founder of UKLegalGuides.com and a former agent at the Ministry of Justice (UK). With a background in processing legal claims, he launched this platform to make the laws of England and Wales accessible to everyone.