Understanding Your Rights for Non-Delivery or Late Delivery
Understanding Your Rights for Non-Delivery or Late Delivery
When you buy goods or services, you expect them to arrive on time and as agreed. Non-delivery means your order never arrives at all, while late delivery refers to goods or services that turn up after the agreed date or within an unreasonably long time. Both situations can be frustrating, but UK consumer law offers you clear protections.
Your Delivery Rights Under UK Law
Under the Consumer Rights Act 2015, sellers are required to deliver goods or services within the time frame you agreed to when you made the purchase. If no specific date was set, the law expects delivery to happen within 30 days. If your item is not delivered on time, or not delivered at all, you have legal grounds to take action.
For example, if you order a birthday gift and the seller promises delivery within five days but it arrives two weeks late, this is considered a late delivery. If the item never arrives, it’s non-delivery.
What Should You Do?
It’s important to act quickly if your goods or services are not delivered as promised. Contact the seller as soon as you notice a problem and keep a record of all communication. Acting promptly can help you resolve the issue faster and strengthen your case if you need to escalate the complaint.
Remedies Available to You
If you experience non-delivery or late delivery, you have several options under UK law:
Refund: You can usually ask for your money back if the goods or services are not delivered within the agreed time.
Replacement: If you still want the item, you can request a replacement to be sent.
Compensation: In some cases, you may be entitled to compensation for additional costs or inconvenience caused by the delay or non-delivery.
For more details about your rights to returns and refunds for faulty goods, which can also apply to non-delivery situations, see our dedicated guide.
If you have tried to resolve the issue and still need more help about a consumer issue, support is available to guide you through your next steps. Acting on your rights quickly and knowing your options can make all the difference in getting the outcome you deserve.
When Does Non-Delivery or Late Delivery Occur?
When Does Non-Delivery or Late Delivery Occur?
Non-delivery happens when you order goods or services but do not receive them at all. This could mean a package that never arrives, a service that is never provided, or an item that is lost in transit and not replaced. For example, if you buy a laptop online and it never turns up, or you book a cleaning service and no one shows up on the agreed date, this counts as non-delivery.
Late delivery, on the other hand, is when goods or services arrive after the agreed date, or after a reasonable time if no specific date was set. Under the Consumer Rights Act 2015, you are entitled to receive your order within 30 days unless you agreed to a different delivery timeframe with the seller. If you arranged for a sofa to be delivered on a certain date and it turns up days or weeks later without a valid reason, this is considered late delivery. Similarly, if you pay for next-day delivery but the item arrives several days later, this is also late delivery.
Here are some everyday examples to help clarify the difference:
Non-delivery: You order a birthday gift online, pay for it, but it never arrives and you receive no update from the seller.
Late delivery: You order groceries for delivery on a specific day, but they are delivered two days late, causing inconvenience.
It’s important to know that UK law protects your rights in both situations. If your goods or services are not delivered as promised, you may be entitled to a refund, replacement, or compensation. If you have not received your order within the agreed timeframe, or within 30 days if no date was set, you have the right to cancel the contract and get your money back.
Understanding whether your issue is non-delivery or late delivery is the first step in resolving the problem and knowing what action to take next.
Your Consumer Rights Under UK Law
Your Consumer Rights Under UK Law
When you buy goods or services in the UK, your rights around delivery are protected by the Consumer Rights Act 2015. This law sets out clear standards for when and how your purchases should reach you, and what you can do if things go wrong.
Delivery Times: What the Law Says
Under the Consumer Rights Act 2015, sellers must deliver goods within the timeframe you agreed to at the time of purchase. If you didn’t agree a specific delivery date, the law gives the seller up to 30 days to deliver your items. This applies whether you bought online, over the phone, or in a shop for home delivery.
Example:
If you order a sofa and the retailer promises delivery “within two weeks,” they are legally bound to meet this deadline. If no date was mentioned, they have 30 days from the date of purchase to deliver.
If Your Delivery Is Late or Doesn’t Arrive
If your goods are delivered late, or not at all, you have important rights:
Right to Cancel: You can set a new, reasonable deadline for delivery. If the seller still doesn’t deliver, you have the right to cancel your order and get a full refund.
Right to Reject: If the delivery time was essential (for example, birthday gifts or wedding items), and the seller fails to deliver on time, you can reject the goods immediately and claim a refund.
Partial Deliveries: If only part of your order arrives, you can reject the whole order or accept the delivered items and get a refund for the missing parts.
If you’re considering cancelling because of a delay, remember you may also have the right to cancel a purchase within 14-day cooling-off period for many online and distance purchases.
Refunds, Replacements, and Compensation
Depending on your situation, you may be entitled to:
A Full Refund: If goods aren’t delivered within the agreed time (or within 30 days if no time was set), and you cancel the order, you should get your money back.
A Replacement: If you still want the item, you can ask the seller to send a replacement instead of a refund.
Compensation: If a late delivery causes you extra costs or inconvenience, you may be able to claim compensation. For example, if you had to buy a replacement item at a higher price because your original order didn’t arrive on time.
Practical Steps
Contact the Seller: Start by letting the retailer know about the delay or non-delivery. Give them a chance to resolve the issue.
Put It in Writing: If you don’t get a satisfactory response, use a formal complaint letter to make your rights clear.
Know Your Rights: For a detailed explanation of your legal protections, see the Consumer Rights Act 2015.
Understanding your rights can help you resolve delivery problems quickly and confidently. If you need to take further action, our letter templates and guides can support you every step of the way.
How to Write a Letter to Complain About Non-Delivery or Late Delivery
Writing a clear, polite, and firm letter is an important first step when you need to complain about goods or services that have not been delivered on time, or at all. A well-written complaint letter shows the company you are serious about your rights and helps set out your case if you need to escalate the issue further.
What to Include in Your Complaint Letter
To make your complaint as effective as possible, your letter should cover the following key points:
1. Order Details
Start by stating your name, address, and any relevant order or reference number. This helps the company quickly identify your purchase and speeds up the process.
2. Description of the Problem
Clearly explain what you ordered, when you placed the order, and what was agreed regarding delivery. Specify whether the goods or services have not arrived at all, or if they were delivered late. If you have already contacted the company about the issue, mention any previous communications.
3. Reference to Your Consumer Rights
Under the Consumer Rights Act 2015, you are entitled to receive goods or services within the time frame agreed upon at the point of sale. If no specific delivery date was set, the law requires that delivery takes place within 30 days. If the company fails to deliver on time, you can usually claim a full refund, or request a replacement or compensation for any inconvenience or loss.
4. State What You Want
Be clear about what you are asking for – whether it’s a refund, a replacement, or compensation for late delivery. Set a reasonable deadline for the company to resolve the issue, such as 14 days from the date of your letter.
Practical Tips for Sending Your Complaint
Keep Copies: Always keep a copy of your complaint letter, as well as any emails or responses you receive. This will be useful if you need to take your complaint further.
Send by Recorded Delivery: If possible, send your letter by recorded delivery or another tracked service. This provides proof that your complaint has been received.
If you need more guidance or want to see other examples, you may find it helpful to review our letter templates for problems with goods or services. These templates cover a range of common issues and can help you structure your own letter effectively.
By following these steps, you can make sure your complaint is clear, professional, and more likely to get a prompt response.
Key Information to Include in Your Complaint Letter
When writing a complaint letter about non-delivery or late delivery, including the right information is essential to make your case clear and effective. Here’s what you should cover:
1. Your Name and Contact Details
Start your letter with your full name, address, phone number, and email address. This ensures the seller can easily identify you and respond to your complaint.
2. Order or Invoice Number and Date of Purchase
Clearly state your order or invoice number, along with the date you made the purchase. This information helps the seller locate your transaction quickly.
3. Description of What Was Ordered and the Delivery Issue
Provide a brief but precise description of the goods or services you ordered. Specify exactly what has not been delivered, or if the delivery was late, include the promised delivery date and when (or if) the items eventually arrived.
Example:
“I ordered a set of wireless headphones (Order #123456) on 12 March 2024, with delivery promised within five working days. As of today, 2 April 2024, I have not received the item.”
4. State Clearly That You Have Not Received the Goods or That Delivery Was Late
Be direct about the problem. For example: “I have not received my order,” or “My order arrived on 28 March 2024, which was 10 days later than agreed.”
5. Reference Your Consumer Rights Under UK Law
It’s important to let the seller know you are aware of your legal rights. Under the Consumer Rights Act 2015, goods must be delivered within the agreed time, or within 30 days if no date was set. If the seller fails to deliver on time, you may be entitled to a refund or other remedy. You can reference your consumer rights under UK law to strengthen your complaint and show you understand your position.
6. Specify the Resolution You Want
Be clear about what you expect the seller to do. This could be a full refund, a replacement item, or compensation for inconvenience. State your preference explicitly, for example: “I would like a full refund for my undelivered order,” or “I would like a replacement sent as soon as possible.”
7. Set a Reasonable Deadline for Response or Resolution
Give the seller a clear timeframe to reply or fix the issue – usually 14 days is reasonable. This helps keep your complaint on track and shows you are serious about resolving the matter. For guidance on setting deadlines and making clear that timely delivery is essential, see our letter to make time of the essence for goods.
Including all these details makes your complaint letter more effective and increases the chances of a swift resolution. If you’re unsure about your next steps or want more detail on your rights, you can reference your consumer rights under UK law for further information and practical advice.
Sample Letter Template for Non-Delivery or Late Delivery
Sample Letter Template for Non-Delivery or Late Delivery
When you have not received goods or services on time – or at all – it’s important to contact the seller in writing. A clear, polite, and firm letter can help resolve the issue quickly and serves as valuable evidence if you need to take further action. Below is a sample letter template you can adapt to your situation.
[Your Name]
[Your Address]
[Postcode]
[Email Address]
[Phone Number]
[Date]
[Supplier’s Name or Customer Service Department]
[Company Name]
[Company Address]
[Postcode]
Dear Sir or Madam,
Re: Order Number [Insert Order Number] – Non-Delivery/Late Delivery of Goods/Services
I am writing to formally complain about the [non-delivery/late delivery] of [describe goods or services, e.g., “a washing machine ordered on 10 May 2024”] from your company. The order was placed on [date] and payment of [amount] was made via [payment method]. According to your terms, delivery was due by [agreed delivery date], but as of today, I have not received the goods/services.
Under the Consumer Rights Act 2015, goods must be delivered within the time frame agreed at the point of sale. If no specific date was agreed, the law requires delivery within 30 days. Since this has not happened, you are in breach of contract.
I request that you [choose one or more: “deliver the goods immediately”, “provide a full refund”, “send a replacement”, or “offer appropriate compensation for the delay”]. Please confirm in writing how you intend to resolve this matter within [set a reasonable deadline, e.g., “14 days”] of the date of this letter.
If I do not receive a satisfactory response within this period, I will consider seeking further advice or taking additional steps to recover my money, which may include making a claim through my card provider or pursuing legal action.
I look forward to your prompt response.
Yours faithfully,
[Your Signature (if sending a printed letter)]
[Your Name]
Practical Tips:
Keep a copy: Always save a copy of your letter and any correspondence.
Include evidence: Attach copies of your order confirmation, receipts, or any relevant emails.
Be specific: Clearly state what you want – refund, replacement, or compensation – and set a reasonable deadline for response.
Stay polite but firm: This helps maintain a constructive tone and shows you are serious about resolving the issue.
If your complaint is not resolved, you may have further options under UK consumer law, including escalating the matter to an alternative dispute resolution scheme or making a small claim in court.
What to Do If Your Complaint Is Not Resolved
If your complaint about non-delivery or late delivery is not resolved – whether the seller ignores your letter, refuses to cooperate, or offers an unsatisfactory solution – you still have options under UK consumer law.
1. Follow Up with the Seller
First, send a polite reminder in writing, restating your complaint and what you want (such as a refund, replacement, or compensation). Make sure to give the seller a reasonable deadline to respond, typically 14 days.
2. Escalate Your Complaint
If there is still no satisfactory response, you can escalate the issue:
Contact a consumer protection body: Organisations such as Citizens Advice can offer guidance on your next steps and may help mediate between you and the seller. For details on where to get support, see more help about a consumer issue.
Check if the seller is a member of an alternative dispute resolution (ADR) scheme: Some traders belong to schemes that can help resolve complaints without going to court.
3. Consider Legal Action
If all else fails, you may need to take legal action to resolve your dispute. Under the Consumer Rights Act 2015, you are entitled to receive goods or services within the agreed timeframe, or within 30 days if no time was specified. If the seller does not comply, you can pursue a claim in the small claims court.
Before starting court proceedings, it is often advisable to warn the trader in writing that you intend to take legal action if the issue is not resolved. You can use a letter to warn trader about court action for faulty goods as a template – even if your issue is with non-delivery or late delivery, this template can be adapted to your situation.
4. Keep Detailed Records
Throughout the process, keep copies of all letters, emails, receipts, and notes from phone calls. These records will be important if you need to escalate your complaint or if you decide to take legal action.
Taking these steps can increase your chances of a successful outcome and help protect your rights as a consumer. If you need further advice or support, don’t hesitate to seek more help about a consumer issue.
Related Letter Templates and Resources
If you’re dealing with a problem related to non-delivery or late delivery, you may find it helpful to explore other letter templates that address different issues with goods or services. These resources can support you in a range of situations and help you communicate effectively with businesses or service providers.
If you’ve received goods that are faulty, rather than simply late or missing, consider using our letter to complain about faulty goods. This template is ideal when items arrive damaged, do not work as expected, or develop problems soon after delivery. Under the Consumer Rights Act 2015, you have the right to a repair, replacement, or refund if goods are not of satisfactory quality, fit for purpose, or as described.
For issues where faulty goods were provided as part of a service – such as a kitchen installation or car repair – you may want to use the letter to complain about faulty goods supplied with a service. This template is designed for situations where the problem is with goods linked to a service contract, and your rights are protected under both the Consumer Rights Act 2015 and the Supply of Goods and Services Act 1982.
Sometimes, you might receive goods or services you never ordered. In these cases, the letter to say you received goods or services you didn’t ask for can help. This template is useful if you’ve been sent unsolicited items, which you are not legally obliged to pay for or return under the Consumer Protection from Unfair Trading Regulations 2008.
If you bought goods on a hire purchase agreement and they turn out to be faulty, use the letter to complain about faulty goods bought on hire purchase. Hire purchase agreements have specific legal protections under the Consumer Credit Act 1974, giving you the right to claim against the finance provider as well as the retailer.
For cases where goods do not match the description given at the time of sale – including vehicles bought from private sellers – the letter to complain about misdescribed goods including cars bought from a private seller is the right choice. This template can help you assert your rights under the Misrepresentation Act 1967 and the Consumer Rights Act 2015.
Exploring these related templates can give you comprehensive support, whatever your situation. Each letter is tailored to specific circumstances and includes guidance on your legal rights, making it easier to resolve your issue confidently and effectively. If your problem changes or involves more than one type of complaint, you can use these templates together or adapt them as needed for a stronger case.
