Do I need photos of the packaging too?

Yes. Packaging and label photos show how the parcel arrived and reduce arguments about when the damage happened.

How long does a refund for a damaged item take?

It depends on the merchant and your bank. In the UK, refunds for rejected faulty goods are due within 14 days of the trader accepting your claim. After approval, the money can take several more days to appear on your statement.

Should I keep the item before the merchant replies?

Yes. Do not dispose of it unless the merchant confirms in writing that no return is needed.

Should I file a claim with the carrier or with the seller?

Start with the seller. The seller shipped the parcel and is the carrier’s customer, so in most cases it handles the carrier claim and owes you the refund or replacement either way.

A gift arrived damaged. Who should ask for the refund?

Ask the person who bought it for the order number, or use the gift receipt if there is one. Marketplaces usually let the recipient start a gift return, while a refund goes back to the buyer’s payment method.

Damaged order guide

Refund process for damaged items: evidence and message template

Photos, packaging, one clear ask.

Updated October 24, 2026 · General information, not legal advice

Key facts

UK: 30 days from delivery to reject faulty goods for a full refund; a repair or replacement can be requested instead.
EU: Most online purchases can be returned within 14 days of delivery without giving a reason; for defective goods the trader bears the return costs.
US: No general federal right to a refund for a damaged item: the seller’s policy and your card dispute rights do the work.
Do first: Photograph the item, packaging, and label before moving or discarding anything.

Copy a letter Open workspace

01
Capture the condition before anything moves
Take wide and close-up photos of the damage, the box, and the shipping label, then note the delivery date and time.
02
Tie the item to the order
Keep the order confirmation, the listing, and any product label or serial number visible in the photos.
03
Report in writing and ask for one remedy
Say whether you want a refund, replacement, or return label, attach the photos, and give a date for the answer.

Letter generator

Damaged item messages: fill in your details and copy

Send the report first. Use the follow-up if there is no reply, and the issuer summary if the merchant will not resolve it.

01Report damage and request a refund

Hello, my order [order number] ([product or service], [amount]) arrived on [delivery date] damaged: [what went wrong in one sentence].

Photos of the item, the packaging, and the shipping label are attached. Please refund [amount] to my original payment method, or send a replacement if you prefer, and tell me if you need the item returned and how.

Could you confirm by [date you expect an answer]?

02Follow-up with a deadline

Hello, I reported damage on order [order number] on [date of first message] and have not had a decision. The photos and order details are in my earlier message.

Please confirm a refund or replacement by [final date]. If it is not resolved by then, I will ask my card issuer to review the charge.

03Card issuer dispute summary

I am disputing a charge of [amount] from [merchant], posted on [charge date], for order [order number]. The item arrived damaged on [delivery date].

[what went wrong in one sentence]. I reported it to the merchant on [date of first message] and received [no reply / a refusal]. Photos of the item and packaging, the order confirmation, and our messages are enclosed.

I request reversal of this charge.

Need the letter tailored to your exact timeline, plus an escalation message and a bank dispute summary? Build the full package in the workspace.

How this works

Report the damage in writing as soon as you see it, with photos of the item, the packaging, and the shipping label taken before you move anything. Ask for one remedy: refund, replacement, or return label. Your rights differ by country, so the deadlines below matter.

The refund process for damaged items, step by step

Most merchants follow this sequence. Knowing it helps you send the right thing at the right time.

Report the damage as soon as you notice it and check the return policy for a reporting window.
Photograph the item, packaging, and label before moving or discarding anything.
Write to the merchant and state the outcome you want: refund, replacement, or return label.
Follow any return or inspection instructions. Some merchants need only photos, others want the item back.
Wait for the response time you were given, then follow up once with the same facts.
If it is not resolved, ask your card issuer to review the charge and attach the same photos and messages.

What the law says where you live

This is general information. Check the current official rules for your country.

UK: faulty goods can be returned for a full refund within 30 days of delivery. If you ask for a repair or replacement in that period, you get the rest of the 30 days or seven days, whichever is longer. A fault that appears in the first six months is presumed to have been there at delivery, and refunds are due within 14 days of the trader accepting your claim.
EU: you can withdraw from most online purchases within 14 days of delivery without giving a reason, and the trader bears return costs for defective goods. Separate legal guarantee rules cover goods that do not match the contract.
US: there is no general federal refund right for a damaged item. Rely on the seller’s return policy and, if needed, a written dispute with your credit card issuer within 60 days of the statement showing the charge.

Before you send, and when to escalate

Before you send

Keep the item and all packaging until the merchant says otherwise.
Photograph the shipping label; it shows when and how the parcel was handled.
Ask for one remedy per message, not refund and replacement together.
Report on the day you open the parcel; late reports invite arguments about when the damage happened.

Escalate when

The merchant doubts the item was damaged on arrival even after you sent photos.
You asked for a refund or replacement and only received a delay or generic denial.
Your reporting window or card dispute deadline is running out.

Common questions

Do I need photos of the packaging too?: Yes. Packaging and label photos show how the parcel arrived and reduce arguments about when the damage happened.
How long does a refund for a damaged item take?: It depends on the merchant and your bank. In the UK, refunds for rejected faulty goods are due within 14 days of the trader accepting your claim. After approval, the money can take several more days to appear on your statement.
Should I keep the item before the merchant replies?: Yes. Do not dispose of it unless the merchant confirms in writing that no return is needed.
Should I file a claim with the carrier or with the seller?: Start with the seller. The seller shipped the parcel and is the carrier’s customer, so in most cases it handles the carrier claim and owes you the refund or replacement either way.
A gift arrived damaged. Who should ask for the refund?: Ask the person who bought it for the order number, or use the gift receipt if there is one. Marketplaces usually let the recipient start a gift return, while a refund goes back to the buyer’s payment method.

Sources

Rules change. Check the current official text before relying on a deadline.