In the United Kingdom, consumer laws provide protection for consumers when goods they have ordered never arrive. The relevant legislation is the Consumer Rights Act 2015. Here are the key aspects of the law regarding goods that do not arrive:
Delivery within a reasonable time: When you purchase goods from a retailer, they must deliver the goods within a reasonable time frame unless you have agreed upon a specific delivery date. What constitutes a reasonable time may depend on the nature of the goods, the delivery method, and any specific arrangements made between you and the retailer.
Right to a refund: If the goods do not arrive within a reasonable time, you have the right to request a refund. You can contact the retailer and inform them that the goods have not been delivered and request a full refund of the amount paid.
Delivery timeframe agreement: If you and the retailer have agreed upon a specific delivery date, and the goods are not delivered within that timeframe, the retailer is considered in breach of contract. In such cases, you can notify the retailer of the breach and request a refund.
Communication with the retailer: It is essential to maintain clear communication with the retailer throughout the process. If the goods have not arrived, notify the retailer promptly, preferably in writing or via email, to document the issue. This will help establish a timeline of events and serve as evidence if further action is required.
Additional protections for online purchases: If you made the purchase online, you may have additional protections under the Consumer Contracts Regulations 2013. These regulations provide a cooling-off period during which you can cancel the order and receive a refund, typically within 14 days of receiving the goods.
Alternative resolutions: If the retailer refuses to refund the amount or resolve the issue, you can consider alternative methods of resolution. This may include pursuing a chargeback through your credit card company if you used a credit card for the purchase or seeking assistance from consumer rights organizations or government agencies such as Citizens Advice or Trading Standards.
It's worth noting that the specific circumstances and details of the purchase may impact the application of consumer laws. If you encounter issues with goods not arriving, it's advisable to seek personalized legal advice or contact a consumer rights organization for guidance specific to your situation.