16 December 2024
According to this law, sellers must deliver your items within 30 days unless a different timeframe was agreed upon during the purchase. If your online order goes missing or doesn't show up, there are steps you can take to address the situation:
Request a Redelivery
If your order hasn't arrived by the agreed date or within a reasonable time frame, you can ask the seller to send it again.
Ask for a Refund
If the item is significantly delayed or lost in transit, you have the right to cancel your order and receive a refund.
When it comes to delivery issues, remember that the seller is responsible for ensuring your order reaches you safely. You shouldn't be expected to contact the courier yourself. If a seller claims the goods were delivered but you didn't receive them, check with neighbours or any designated safe places where the package might have been left.
In cases of non-delivery, couriers often provide evidence like photos of where they left the package. The seller is then accountable for tracking down lost items and making sure you receive them.
If your credit card was used for a purchase over £100, you can make a Section 75 claim under the Consumer Credit Act 1974 to seek a refund. For transactions under £100 or paid with a debit card, you can utilise chargeback rules through your card issuer.
Should a seller refuse to refund your payment, you have the option to report them to trading standards authorities or pursue a breach of contract claim through the courts. Remember to return the goods if you intend to take legal action based on delivery failures.
We can advise on your rights as a consumer and can help you seek remedies and a fair resolution. Contact our Consumer Disputes department today!
