MILLIONS of shoppers will be relying on delivery firms to ensure presents they have bought online arrive in time for Christmas.
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But it does not always go to plan.
Leah Milner explains your refund rights if a parcel goes missing or arrives late.
CLAIM AGAINST THE RETAILER
IF your parcel does not arrive by the date agreed, you can make a claim against the retailer.
And if you didn’t select a particular delivery date or window at checkout, you are entitled to a refund if the item doesn’t show up within 30 days.
When buying online, if there isn’t an option to select a specific delivery date, try to add a note stating “time is of the essence” and that you need it before December 25.
Follow this up with an email asking the company to commit to this timeframe.
It will give you extra refund rights if something goes wrong.
CANCEL AND REBUY
WITH anything you buy online or over the phone – apart from items that have been personalised such as with your initials – you have the right to a refund within a 14-day window.
This cooling-off period applies even if there is nothing wrong with your purchase. The clock starts the day after you receive delivery. The only other exception is for electronic items where the seal on the box has been broken.
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This can be a useful tool if you know that a delivery is running late and you want to go out and buy a replacement before Christmas Day.
But when refunding you for the item, companies only need to reimburse the cost of the cheapest delivery option. So if you paid for a premium “next day” or “named day” service, you may not get all of your money back.
SEEK DAMAGES
IF your purchase is damaged when it arrives, it is the retailer’s responsibility to then refund you.
Sometimes if you or the courier are in a rush, you might not have time to properly remove the item from its packaging and inspect it before signing.
Most of the time you are just signing to accept delivery rather than confirm the condition of your purchase – but to cover yourself, add “not examined” when you sign.
PAY BY CREDIT CARD
USING a credit card gives you an extra layer of protection, as you can seek a refund from the card company if items are faulty or not delivered as promised.
This is useful, as sometimes when buying online you might end up dealing with a scam company that has no interest in your refund rights.
