How to get a refund when your order never arrived
If you paid for something that never showed up, the seller is responsible until it's actually in your hands. 'Marked as delivered' is not the same as delivered.
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Under the UK Consumer Rights Act and the Consumer Contracts Regulations, the seller bears the risk of goods until they're delivered to you. If it didn't arrive, you're entitled to a redelivery or a full refund, the courier's tracking note doesn't transfer that risk to you.
Step by step
- 1Write to the seller stating the item never arrived and demand redelivery or a full refund within 14 days.
- 2Make clear the contract is with them, not the courier.
- 3If they refuse, raise a 'goods not received' chargeback or Section 75 claim.
What they'll say, and your comeback
““Tracking says delivered.””
Comeback, Tracking isn't proof you received it. The seller must prove delivery to you specifically.
““Claim with the courier yourself.””
Comeback, Your contract is with the seller. They must resolve it, then chase the courier themselves.
FAQ
Who is responsible if a parcel is lost?
The seller, until the goods are delivered to you. You're entitled to a refund or redelivery.
Ready to get your money back?
Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
- GermanyRückerstattung bei defektem Produkt - Gewährleistung durchsetzen
A self-serve tool, not a law firm. General information, not legal advice.