How to get a refund from UPS for a lost or damaged parcel
It's incredibly frustrating when a parcel you're expecting, or one you've sent, goes missing or arrives damaged. You have rights when this happens, and you shouldn't be out of pocket. This guide will walk you through the steps to claim a refund from UPS or the retailer you bought from.
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If you are a consumer who bought an item from a business, the UK Consumer Rights Act 2015 states the retailer is responsible for the goods until they are delivered to you. If the parcel is lost or damaged before delivery, the retailer must offer a refund or replacement. Your contract is with the retailer, not UPS. If you are the sender and you paid UPS directly for the service, your contract is with UPS. Under the UK Consumer Rights Act 2015, UPS must provide their service with reasonable care and skill. If your parcel is lost or damaged due to their negligence, you are entitled to compensation up to the declared value or their standard liability limits.
Step by step
- 1Gather all relevant information: Collect tracking numbers, order confirmations, delivery dates, and photos of any damage to the parcel or its contents. Note down when and how you discovered the issue.
- 2Contact the sender (if you are the recipient): If you bought the item from a business, your contract is with them. Inform them immediately about the lost or damaged parcel and request a refund or replacement. State that under the Consumer Rights Act 2015, the goods are their responsibility until you receive them.
- 3Contact UPS (if you are the sender): If you sent the parcel yourself, you have the contract with UPS. File a claim directly with UPS through their website or customer service, providing all your evidence. Be aware of their claim deadlines, usually within 14-30 days of the scheduled delivery.
- 4Escalate if necessary: If your initial claim is rejected or ignored, follow up in writing. For claims against a retailer, remind them of their obligations. For claims against UPS, refer to their terms and conditions and consider escalating to a formal complaint.
What they'll say, and your comeback
“You need to contact UPS directly, it's their fault.”
Comeback, My contract is with you, the seller, for the safe delivery of the goods. Under the Consumer Rights Act 2015, the goods remain your responsibility until I receive them.
“The packaging was insufficient, so we won't cover the damage.”
Comeback, I packaged the item securely and according to your guidelines. The damage occurred during transit, indicating a failure in your service, which should be provided with reasonable care and skill as per the Consumer Rights Act 2015.
“You missed the claim deadline.”
Comeback, I reported the issue as soon as reasonably possible after discovery. Please review my case, as exceptional circumstances may apply, or I may be within a reasonable timeframe for reporting.
FAQ
Can I claim directly from UPS if I'm the recipient?
Generally no. Your contract is with the seller you bought the item from. The seller is responsible for claiming against UPS for the lost or damaged parcel.
How long do I have to make a claim?
If you are the recipient, report the issue to the seller immediately. If you are the sender, UPS usually has strict deadlines, often within 14-30 days of the scheduled delivery or loss date, so check their terms and conditions promptly.
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- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- 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
A self-serve tool, not a law firm. General information, not legal advice.