Damaged Goods from the UK — Claiming from the Courier and Seller Step by Step

First 24 Hours — What to Do Immediately After Discovering the Damage

Documenting the damage is the foundation of any successful claim. Without photographs taken at delivery the courier can reject the claim arguing that the parcel left in undamaged condition. GOV.UK clearly states that a consumer has the right to refuse delivery if the outer packaging is visibly damaged — or to accept it with an annotation on the delivery note.

Photographic Evidence — How to Do It Correctly

Photograph the outer packaging (all four sides and the top) before opening it. Then photograph the contents inside the packaging — the full load and close-up details of the damage. Photograph the address label and courier marking. Keep the original packaging — the courier may request to inspect or receive it.

Photo metadata (date and time) is your evidence. Signing for delivery without reservations does not mean you lose all rights — Consumer Rights Act 2015 (section 19) also protects you in the case of hidden defects revealed after opening the parcel.

If someone else accepted the parcel in the UK on your behalf, ask them for a written statement about the condition of the packaging at the point of delivery.

What to Write to the UK Seller in Your First Message

Contact the seller by email or through the platform system (Amazon, eBay, seller's website) within 24 hours. Include: order number, date of receipt, description of the damage, attached photographs, and a clear demand: return of goods and full refund OR dispatch of a replacement. Refer to the Consumer Rights Act 2015.

Deadline: Consumer Rights Act 2015 gives you 30 days from receiving the goods to withdraw from the contract if the goods are non-conforming or damaged. After 30 days you still have the right to repair or replacement, but the right to a full cash refund without question is strongest within the first 30 days.

Source: GOV.UK — Consumer Rights Act 2015.

Submitting a Claim to the Courier — Deadlines and Documents

A claim to the courier is a separate route from a claim to the seller. Most couriers (DHL, UPS, DPD, Parcelforce, Royal Mail) require a claim to be submitted within 7 to 14 days of the delivery date. Check the specific courier's terms — the deadline is critical.

Documents couriers require: tracking number, photographs of packaging and contents, invoice or proof of purchase showing the value of the goods, damage declaration. UPS and DHL have online claims portals.

As the recipient in Poland you can submit a claim to the courier directly or through the seller — it depends on the delivery contract. If the courier was paid by the seller, formally the seller is the party to the contract with the courier. This means the seller typically pursues the courier, and you pursue the seller — which simplifies your route.

Consumer Rights Act 2015 — Your Rights as a Consumer Buying from the UK

The Consumer Rights Act 2015 applies to purchases from sellers registered in the UK — regardless of whether you are from Poland or the UK. If you bought goods from a British website, from a British seller, this Act protects you. The Act specifies that goods must match their description, be fit for purpose and of satisfactory quality. If they are not — you are entitled to a refund within 30 days of purchase (section 20), and to repair or replacement after 30 days.

30-Day Right to Return Damaged Goods from the UK

Section 20 of the Consumer Rights Act 2015 gives you the right to withdraw from the contract and receive a full refund within 30 days of receiving the goods if they are: damaged on delivery, not as described, or unfit for their intended purpose.

After 30 days the seller may first offer repair or replacement — only if those attempts fail do you have the right to a price reduction or full refund. In practice most British sellers honour a full refund without question within 30 days.

Full text of the Act available at: legislation.gov.uk — Consumer Rights Act 2015.

When the Seller and the Courier Blame Each Other — What to Do

The classic stalemate: the seller claims the goods left in perfect condition and it is the courier's fault; the courier claims the parcel was properly packed and it is a product defect. Meanwhile you are caught in the middle with no money and no working product.

The solution: focus your claim on the SELLER, not the courier. The seller is your contractual party — they are responsible to you for delivering goods in undamaged condition, regardless of what the courier did. If the seller refuses, you can: raise a dispute with the platform (Amazon A-Z Guarantee, eBay Money Back Guarantee), contact Citizens Advice (citizensadvice.org.uk), or submit a complaint to Trading Standards via: gov.uk — find your local Trading Standards office.

If the seller is registered in the UK and is not responding to the claim, you can raise a dispute through an Alternative Dispute Resolution (ADR) scheme or bring a claim in the UK small claims court for amounts up to £10,000.

Reclaiming Polish VAT When Returning Goods to the UK

If you paid VAT when importing the parcel into Poland (through a customs broker or independently via PUESC) and are now returning the goods to the UK, you are entitled to a refund of the import VAT on the Polish side. This is the extinguishment of the customs and tax debt in connection with the return of goods abroad.

Procedure: contact the customs broker who handled the original clearance, or submit an application through PUESC (puesc.gov.pl). Required documents: the original import declaration, proof of return shipment (tracking, CMR or export confirmation), correspondence with the seller confirming the return.

On the UK side: if the seller is VAT-registered they may also be able to account for UK VAT — but that is their matter, not yours. Your goal is a refund of Polish VAT. Source: PUESC — electronic customs services platform.

Courier Insurance and Compensation — Limitations and Workarounds

Courier insurance is a separate matter from consumer rights. The courier has their own liability for the consignment — but standard insurance typically covers only a specified amount per kilogram (in international shipments often EUR 8–20/kg), which may be well below the value of the goods. If the goods were of high value, the seller should have taken out extended insurance — ask them directly about this in your claim correspondence.

Standard Compensation Limits for International Couriers

Most international couriers apply compensation limits in line with the CMR Convention (for road shipments) or the Montreal Convention (for air). For parcel shipments typically: Royal Mail International Tracked — compensation up to the parcel value (if a tracked service was purchased), DHL Express — up to EUR 100 without additional insurance, UPS — up to USD 100 without declared value.

If the seller dispatched the parcel on an economy service without insurance, the courier compensation will be nominal. This is another reason to focus your claim on the seller rather than the courier.

When a Customs Broker Can Help with the Return to the UK

If you are returning damaged goods from Poland to the UK, an export customs declaration on the Polish side is required. For goods with a value up to the equivalent of EUR 1,000 the procedure may be simplified. Above that amount a full export declaration is required.

On the UK side: the seller may be entitled to use Returned Goods Relief (RGR) — a customs relief for goods returning to the UK without payment of import duty. This is a relief for the UK seller, not for you — but it is worth mentioning to the seller, as it reduces the cost of accepting the return and may speed up their decision.

Easy Clearance handles export procedures for returns. Cost of export clearance: from £45 to £120. Indicative range — exact pricing after documents are submitted. Contact us via WhatsApp +44 7404 091503.

What the current rules say

You have 30 days to return damaged goods to the UK seller under the Consumer Rights Act 2015 — this is your strongest route, regardless of what the courier claims. Photographic documentation at the point of delivery is the foundation of every claim — without photographs the courier can reject the claim. If you paid import VAT in Poland and are returning the goods, submit a refund application through PUESC or contact the customs broker who handled the import. This article reflects the legal position as at 2026-04-18. Contact a customs broker before taking action.

FAQ — frequently asked questions

How long do I have to make a claim for damaged goods from the UK?

To claim a full refund from the UK seller you have 30 days from receiving the goods (Consumer Rights Act 2015, section 20). After 30 days you can still demand repair or replacement. To claim from the courier you typically have 7–14 days from the delivery date — check the specific courier's terms.

Who is responsible for a damaged parcel from the UK — the seller or the courier?

Your contractual party is the seller — they are responsible to you for delivering goods in undamaged condition. The seller has a separate claim against the courier regardless of what happens between you and the seller. Always start with a claim against the seller, citing the Consumer Rights Act 2015.

Can I reclaim VAT paid in Poland if I return the goods?

Yes, if you paid VAT when importing into Poland and are now returning the goods, you are entitled to a refund of that tax. An application is submitted through PUESC or through the customs broker who handled the original import. You will need the original import declaration and proof of return shipment.

The courier rejected my claim — what do I do?

If the courier has rejected your claim, focus your claim on the UK seller under the Consumer Rights Act 2015. If the seller also refuses, raise a dispute through the platform (Amazon A-Z, eBay Money Back), Trading Standards (gov.uk/find-local-trading-standards-office) or bring a claim in the UK small claims court for amounts up to £10,000.

Does Consumer Rights Act 2015 apply if I bought through the Polish Amazon site?

If the seller is registered in the UK (even if they also sell through Amazon.pl), the Consumer Rights Act may apply. When buying through Amazon.co.uk the platform's terms and UK rights apply in full. When buying through Amazon.pl — Polish regulations may apply. Check the seller's terms and conditions.

Official sources

• Consumer Rights Act 2015 — full text — legislation.gov.uk
• GOV.UK — your consumer rights when buying online — GOV.UK
• GOV.UK — Trading Standards — how to make a complaint — GOV.UK
• GOV.UK — complain about a postal service — GOV.UK
• PUESC — electronic customs platform (refunds, export clearance) — PUESC