How to Claim Compensation for Damaged Goods Bought Online

When you buy goods online and they arrive damaged, the law in England and Wales gives you specific rights to seek remedies from the seller. These remedies can include a refund, repair, replacement and, in some circumstances, compensation for loss or damage caused by the item. This guide explains your legal rights under current UK consumer law, outlines practical steps to make a claim, and clarifies time limits, evidence requirements and dispute options.

This article draws on authoritative sources including the Consumer Rights Act 2015, guidance from government and consumer advice services, and established legal practice to provide a clear, practical explanation without personal legal advice.

What Is “Damaged Goods”?

Online purchases must meet legal standards. Under the Consumer Rights Act 2015, goods must be:

• Of satisfactory quality – not broken, defective or damaged on delivery.
• Fit for purpose – suitable for the use intended or described.
• As described – matching the seller's description, images and specifications.

Goods that arrive damaged are treated by law as not of satisfactory quality. Even if damage occurs during transit, this is legally treated the same as a faulty item for the purposes of your rights against the seller.

Compensation in this context can include the cost of the item, associated delivery costs, and certain losses caused by the damage (for example, damage to other property), subject to the legal framework explained below.

Section 1: Legal Rights When Goods Are Damaged

Statutory Remedies

When goods you ordered online are damaged, you have statutory rights against the retailer (seller), not the manufacturer or courier. These rights are tiered by time:

• Within 30 days of receipt – you have a short‑term right to reject and obtain a full refund.
• After 30 days but within six months – the retailer must offer repair or replacement. If these fail, you may then be entitled to a refund or price reduction.
• After six months – you may still have rights, but you usually need to show the damage or fault was present at the time of receipt.

These rights apply whether the damage is obvious on delivery or discovered later within these time frames.

Section 2: Steps to Claim a Refund or Remedy

Step 1: Inspect and Document the Damage

On delivery, inspect the goods immediately. Take clear:

• Photographs of packaging and the damaged item.
• Notes of the condition and any issues you observe.

If the damage affects other property (for example, a broken appliance that leaks), document this too.

Step 2: Contact the Retailer Promptly

Communicate with the retailer as soon as possible:

1. Find the seller's customer service or complaints contact.
2. Explain that the goods are damaged in accordance with your rights under the Consumer Rights Act 2015.
3. State what remedy you want (refund, repair or replacement).

Keep all communications in writing. This record will be important if you need to escalate the claim.

Step 3: Provide Proof of Purchase

Typical proof includes:

• Order confirmation or receipt.
• Bank or card statement showing the transaction.
• Delivery confirmation.

Without proof, the retailer may be reluctant to process your claim.

Step 4: Return the Damaged Item

If the retailer agrees you have a valid claim:

• The retailer should pay return postage for damaged goods.
• Keep tracking and proof of posting.

If the retailer insists you pay, you can raise this as part of your complaint.

Section 3: Seeking Compensation for Loss or Damage

Compensation in Addition to Remedies

If the item itself caused additional damage (for example, a faulty kettle that damages a countertop):

• You can ask the retailer for compensation for the loss caused.
• Include evidence such as repair receipts, quotes, photographs and timelines.
• The law recognises that you may be entitled to damages where a faulty product causes damage.

When claiming compensation:

• Assess reasonable costs incurred and document them.
• Explain clearly to the retailer how the damage was caused and what you seek.

Section 4: Time Limits and Burden of Proof

Time Limits

Your rights exist under statute, not contract, and time limits are important:

• You can make a claim for faulty or damaged goods generally for up to six years after purchase (five years in Scotland).

However, the availability of specific remedies (refunds, repairs, replacements) varies depending on how long it has been since you received the item.

Burden of Proof

• Within six months of purchase, the law generally assumes the damage was present at delivery unless the retailer proves otherwise.
• After six months, you may need to provide greater evidence that the damage existed when you received the goods.

Clear evidence and documentation can make a significant difference in disputes.

Section 5: What to Do if the Retailer Disputes Your Claim

Escalating Your Complaint

If the retailer refuses to comply with your rights:

1. Send a formal written complaint referencing your legal rights and setting a deadline for response.
2. If necessary, escalate to Alternative Dispute Resolution (ADR) if the retailer is a member of an ADR scheme.
3. If ADR is not available or unsuccessful, consider a claim in the Small Claims Court for breach of contract, refund and compensation.

Trading Standards can provide guidance, but they do not act on your behalf in civil claims.

Section 6: Common Misunderstandings

Retailer Return Policies Do Not Override Statutory Rights

A seller's own return policy (for example, only accepting returns within 7 days) cannot remove your statutory rights to remedies for damaged goods.

Delay Reporting Windows Do Not Override Your Legal Rights

Internal retailer windows (for example, 72‑hour reporting windows) cannot override the statutory timeline under the Consumer Rights Act 2015, which allows up to 30 days to reject damaged goods.

Key Takeaways

• Goods bought online must be of satisfactory quality, fit for purpose and as described.
• If goods arrive damaged, you can seek a refund, repair or replacement under the Consumer Rights Act 2015.
• Within the first 30 days, you generally have an automatic right to reject and obtain a refund.
• You may also seek compensation for loss or damage caused by the item.
• Keep evidence, communicate clearly, and follow practical steps to pursue your claim.
• If necessary, escalate through ADR or the Small Claims Court.