MyResolveCenterAll guides

Damaged delivery guide

How to request a refund for an item that arrived damaged

Preserve packaging and create clear delivery evidence before asking the seller for a replacement, return or refund.

Photograph the damage before discarding packaging or attempting a repair. Sellers and carriers may need evidence showing both the item and the condition of the parcel.

Steps to take

  1. 1

    Photograph the unopened parcel if damage is visible.

  2. 2

    Record the item, internal packaging, shipping label and damage.

  3. 3

    Check the seller’s damaged-item reporting deadline.

  4. 4

    Contact the seller and choose the offered replacement or refund route.

  5. 5

    Use tracked return shipping when a return is required.

Common questions

Should I refuse a visibly damaged delivery?

Follow the seller and carrier instructions available in your location. If you accept it, document the parcel before opening and report the damage promptly.

Can the seller require the item to be returned?

A seller may require a return before issuing a refund or replacement. Confirm the authorised method, address and responsibility for return costs in writing.

Check your own case

Enter your charge details and organize your evidence without connecting your bank account.

Start free assessment

Last reviewed October 7, 2026. General information only; refund eligibility and deadlines depend on the seller, payment route and location.