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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Your rights
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. If no delivery date was agreed, goods should generally arrive within 30 days. You can cancel and seek a refund if they do not arrive within that period. 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.
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. If no delivery date was agreed, goods should generally arrive within 30 days. If they do not arrive within this period, you can cancel the order and request a refund.
- 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. UPS states they reply to a complete complaint within 30 days for domestic shipments and 60 days for international shipments.
- 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.
What actually happens
In practice, if you are a recipient, your quickest route to a refund or replacement is always through the retailer. They are legally obliged to ensure goods arrive safely and on time. Most issues are resolved at this stage, often with a simple request for redelivery or a refund. If no delivery date was agreed, you can typically expect your goods within 30 days. For senders dealing directly with UPS, the process involves filing a claim and waiting for their response. UPS states they aim to reply to domestic complaints within 30 days and international ones within 60 days. While specific claim deadlines for UPS could not be verified, acting quickly is always advisable. Escalation to a formal complaint is the next step if initial claims are denied.
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 has strict deadlines, so check their terms and conditions promptly.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-22.