Christmas is the ‘most wonderful time of the year’ for many. However, it’s the busiest time of the year for retailers, shoppers, and delivery drivers. 

Whether you’re a customer dealing with a damaged parcel or just starting a new seasonal role as a courier, knowing what to do when a parcel is damaged can ensure you won’t experience a nightmare before Christmas.  

In this blog, we’ll dive into the most common questions about damaged goods, your rights as a consumer and who is responsible when a parcel is damaged in transit. 

What Should I Do If A Package Is Damaged During Delivery? 

First, we’ll look into what to do if you buy an item online that arrives damaged. 

If you’re a shopper or the recipient of a damaged gift via post, you should: 

• Inspect the package as soon as it arrives to check the extent of the damage.  

• Take photos of the damaged packaging and contents. 

• If you notice it immediately upon delivery, you can also refuse the package.  

• If you’ve already collected it, don’t worry. Just keep it safe and follow the next step. 

• Contact the retailer immediately, providing photographic evidence. They should guide you on the next steps for a replacement or refund. 

As a shopper, it’s frustrating when an item arrives damaged, especially during the Christmas season when time is really of the essence. Stay calm, be patient and allow the retailer to investigate, refund or send a replacement. 

Now that we’ve covered the point of view of a shopper, let’s dive into what a courier should do in the event of a damaged item in transit. 

If you’re a courier and realise a parcel you’re delivering is damaged, you should: 

• Report the incident to your employer or the delivery service immediately. 

• If you are an independent courier, notify the sender or shipping company. 

• Note specific information about the damage, such as where it occurred and any external signs of mishandling. 

• If you notice the damage as you arrive at the recipient’s home, inform them immediately that you believe it has been damaged. They might still want to take the delivery anyway. 

• Submit the photos, damage report, and any communication with the recipient. 

Ultimately, as a courier, you’ll need to be part of the investigation into whether the damage was due to improper handling, packaging issues, or other external factors beyond your control. 

If the damage is due to your negligence, you need to avoid similar problems in the future by securing packages better and checking for any specific handling instructions on more delicate goods.  

What Are My Consumer Rights If Goods Are Delivered Damaged? 

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. You’re entitled to a repair, replacement, or refund if they arrive damaged. For online purchases, you also have the right to return items under the 14-day ‘cooling-off’ period. 

If a product is damaged on arrival, you can reject it and request a refund or replacement. For significant damage, you should act quickly, ideally within 30 days, to assert your rights under the Consumer Rights Act. Beyond that, the retailer may offer a repair or partial refund. 

What Is The Return Policy For Christmas Gifts? 

Many retailers extend their return policies during the festive season, often allowing returns until mid or late January. This applies to both online and in-store purchases.  

You’ll be able to see the returns policy on the retailer’s website, usually in their FAQs or under the ‘returns section’. For larger sites such as Amazon, looking for your purchase in your order history should reveal the receipt and steps to take if you need to return it.  

Who Is Responsible If An Item Is Damaged In Transit? 

While we don’t want to play the blame game here, knowing who is responsible for damaged goods in transit is still important. Many shoppers assume that the delivery driver will always be the one responsible and claim on their goods in transit insurance. However, it’s a bit more complex than this! 

The retailer is responsible for ensuring that goods arrive at your door in good condition. When you buy an item, the contract is between you and the seller, not the courier.  

If an item is damaged during transit, you should contact the retailer, not the delivery company. Retailers are obligated to replace or refund damaged goods.  

What If I’m Certain That The Courier Has Damaged The Parcel? 

Although the courier may be responsible for the damage, your contract still remains with the retailer. Contact the retailer and share evidence of the damage. They should take up the issue with the courier and resolve it for you.  

If you’ve personally arranged courier delivery, you will need to contact the delivery service the courier works for to ensure the company can investigate it.  

What Should I Do If An Etsy Or Vinted Parcel Is Damaged In Transit? 

This is where it can get a bit tricky for shoppers, as online shops can operate with various sellers that have ‘storefronts’ and ‘shops’ hosted on a particular selling platform.  

As mentioned above, your first course of action should always be to take clear photos of the packaging and the damaged item. You’ll need to send this as evidence when reporting the issue via the website or app.  

Stores like eBay, Etsy and Vinted will investigate the matter. While this happens, you’ll need to be patient and let them act as an intermediary between you and the seller.  

They may refund you or work with the seller to resolve the issue, as they usually have a buyer protection policy in place. In a nutshell, the buyer protection policy outlines the actions or refunds a buyer can expect if something goes wrong with their purchase, such as receiving a damaged product, an incorrect item, or no delivery at all. The buyer protection policy usually covers damaged parcels, but they tend to vary between selling platforms. 

Courier & Goods In Transit Insurance at One Sure 

The festive season is truly upon us, bringing extra challenges for couriers and consumers. Damaged parcels can cause frustration, but knowing your rights and having the right cover makes all the difference.  

Preparation is key when it comes to Christmas. Whether you’re a courier needing delivery van insurance or a Christmas shopper just looking to renew your car insurance, we’re here to support both personal and commercial insurance shoppers alike.  

If you need advice on your policies or coverage, don’t hesitate to call us on 0800 3777 390, and our insurance experts will be able to advise you.