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    Who is responsible if an online order arrives damaged?

    Why the shop cannot send you to the delivery company.

    Answered at: Checked at:

    Short answer

    Your Europe answers that a seller cannot blame the carrier when goods arrive damaged. The seller is responsible for delivery and for damage that happens in transport, and must repair the item, replace it or give your money back. The same applies when a parcel never arrives: the seller must prove it was delivered, or send a new item or refund you.

    Practical: communication, money, services

    Why

    1. Your Europe says the seller is responsible for damage during transport.
    2. Your Europe says the seller must prove delivery of a missing parcel.
    3. Taloustaito notes that the seller compensates the buyer for goods lost or damaged in transport.

    Details

    If you get no answer from a seller in another EU country, the European Consumer Centre in Finland can help.

    Tip

    Check the parcel in front of the courier if you can, and take photos of any damage straight away.

    What may differ

    These rules protect consumers buying from businesses. Private sales between individuals follow other rules.

    Common misconception

    You must claim from the delivery company yourself.

    What actually happens

    Your claim is against the seller. The seller deals with the carrier.

    People also ask

    • How long does an online shop have to deliver?
    • How long is the legal guarantee in the EU?
    • What is the right of withdrawal for online shopping?

    Sources

    This answer is for reference only. Consumer rights depend on the purchase and the seller, so check the terms or ask the Consumer Advisory Services.

    Practical: communication, money, services
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