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Delivered Damaged, but I Signed for It
Signing for a delivery does not waive your legal rights. If goods arrive damaged, the retailer is responsible for them until they reach you, not the courier, so complain to the retailer. Damage on delivery is treated as a faulty goods claim, so within 30 days you can usually reject the item for a refund.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Damaged Deliveries
Damaged on Arrival
If goods arrive damaged, the retailer is responsible for them until they reach you, or a safe place or neighbour you chose, not the courier. Complain to the retailer. source
Signing for a Delivery
Signing for a delivery does not waive your legal rights. If you can, write 'goods received but not inspected' when you sign, and check the goods as soon as possible. source
Damage on Delivery Claims
Damage on delivery is treated as a faulty goods claim. The retailer should pay to collect damaged goods and refund any extra you paid for a dedicated delivery slot. Report it quickly and take photos straight away. source
Your Remedies
Reject Within 30 Days
Within 30 days of delivery you can usually reject faulty goods and get a refund. You will normally need to show the fault. source
Repair or Replacement
After 30 days you can ask for a repair or replacement at no cost to you. The trader must do it within a reasonable time and without significant inconvenience. source
Refund Deadline
Refunds must be paid without undue delay, and within 14 days of the trader agreeing you are entitled to one. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 30 daysShort-term right to reject30 days from delivery, or less if the item would not normally last that long
- 14 daysRefund paidWithin 14 days of the trader agreeing you are entitled to it
- 120 daysChargeback claimWithin 120 days of realising there is a problem
Steps to Take
Step 1 of 5
Take photos of the damage and the packaging straight away.
Step 2 of 5
Tell the retailer as soon as you can, even if you signed for the delivery.
Step 3 of 5
Say what you want: a refund within 30 days, or a repair or replacement. Our free letter templates can write it for you.
Step 4 of 5
Ask the retailer to collect the item and to refund any extra you paid for a dedicated delivery slot.
Step 5 of 5
If it will not help, contact your card or credit provider.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Retailer's Complaints Team
Always start here, in writing, and say which remedy you want.
Your Card or Credit Provider
If you paid by credit card or regulated buy now pay later and the shop will not put it right.
Good to Know
Small things that make your complaint stronger.
If you can, write "goods received but not inspected" when you sign for a delivery.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- which.co.uk/consumer-rights/advice/how-to-complain-if-you-receive-damaged-goods-in-the-post Checked 12 October 2026
- nibusinessinfo.co.uk/content/what-do-if-problems-arise-supplied-goods Checked 12 October 2026
- businesscompanion.info/node/623/printable/print Checked 12 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 12 October 2026