Received Damaged Goods? What You Need to Know About Refund Policies

There’s nothing worse than waiting for that new product to arrive only to discover you’re receiving damaged goods. With everything moving online, it can be a struggle to know who to speak with to make a bad situation better. 

You’re not alone if you’ve had consumer issues with damaged goods in the past. According to the latest statistics, consumers returned $743 billion of products in 2023, 14.5% of total retail sales.

Knowing what you’re due from a company can also be quite confusing, particularly when you’re receiving a damaged item. That’s why understanding your consumer rights and having clear processes to follow make a real difference. 

Key Insights

• Surprisingly, 80.2% of product returns happen because goods are damaged. Consumers are demonstrating their disappointment at receiving goods in poor condition. 
• Review the seller’s return and refund policy to understand your rights and timelines.
• Act quickly by contacting customer support and using PissedConsumer features to resolve issues.

Check the Package

An important step is to thoroughly inspect your package when it arrives. If there is any damage, it’s best to report this as soon as possible. Take photos and document any issues. Try to confirm if the damage has taken place during packing, shipping or delivery to decide responsibility. 

Note down important details about the damage, such as packing issues or harm to the product itself. Consumers may find it hard to contact delivery companies to report damage, like reviewer #6177557 with FedEx:

Delivery was disgustingly. Package was demolished and so were the contents. 

A good tip is to find alternative ways to contact the company in question, such as live chat or email. 

Retain Evidence

Set aside all evidence including receipts, photos, invoices, payment slips and original packaging so you can demonstrate damage to your item. 

Many companies will only accept goods returned in their original packaging for a refund or credit. One example of this is RockAuto who state that parts returned for credit purposes must be in the “original, unmarked manufacturer's packaging.”

Source: rockauto.com

But some customers are discovering that this is impossible to do if the original packaging is destroyed during shipping or delivery, like this reviewer who ordered from RockAuto. Some of the auto parts they ordered arrived crushed and badly damaged, including the packaging:

I can't return it because their policy states returns must be in the original 'undamaged' box.

It’s always a good idea to read the company’s terms and conditions before you order with them so you know what to expect. 

Review the Seller’s Return or Refund Policy

Every business should have a dedicated section or FAQ area on their website explaining their return and refund policy. For example, Amazon has a comprehensive Return & Refund Policy, which includes information about damaged or broken items. 

Source: amazon.com

If you decide to return an item, you should also read the refund policy. Amazon refunds are processed in 30 days, with possible delays related to your financial institution. 

Depending on the refund method, here is Amazon’s refund timeline:

• Credit cards: 3-5 business days.
• Debit cards: Up to 10 business days.
• Gift cards: 2-4 hours.
• Pay in cash (at a participating location):Up to 10 business days.
• Promotional certificate: No refund issued.

Contact Customer Support or Seller

Contact the seller’s customer service team the same day as you receive damaged goods. You can easily find relevant phone numbers and emails or reach a company via PissedConsumer. The website also provides information about the most efficient contacts based on consumer data. 

Be ready to provide all the necessary information to ensure a quick issue resolution.

Follow Up

Being timely with follow up communications helps you to stay on track and make sure the relevant company helps you with how to deal with broken items. Keep a list of contact times and dates on your phone as evidence of your efforts to resolve the issue. 

Steps to Take If Your Issue Wasn’t Resolved

There are plenty of options to support issue resolution. Keeping calm helps you to communicate clearly and resolve issues effectively. Getting in touch with your seller’s customer service is the first port of call. 

1. If you bought your item from a selling platform, search their issue resolution page and file a complaint against an unhelpful seller. This could get your money back more quickly. 

2. Next, try writing a formal complaint letter as this makes your complaint about your damaged item official and the company should reply in a timely fashion. Make sure to include all of the relevant information about your damaged item, including date, time, location and any customer reference numbers to get your point across fast.

You can use this example of a complaint letter to describe the damage then ask for a reasonable resolution. Note the customer’s contact details are included at the bottom so that the company can get in touch to discuss further. 

3. If you paid by credit card for your item, contact your credit card company for guidance on next steps. Find the customer service number on the back of your credit card or on the issuer’s website. It’s likely you will have to provide verification to discuss a damaged item refund or return issue. 

4. In case you need extra support with a customer complaint, there are help centers online, like PissedConsumer Club, that give you personalized consumer support when you need it most. Register as a member and share your consumer issue for practical resolution tips. There’s a quick live chat option to help you get started. 

5. You may also consider contacting the National Association of Attorneys General or relevant government agencies to explore your consumer rights and get help with mediation between you and the business who is responsible for your damaged item. 

If you click on the Consumer Complaints tab on the NAAG website, you can select your state and find the right phone number or link to file a complaint. 

Leverage Consumer Rights and Online Reviews

Your consumer rights are important as they protect you from being unfairly treated by a business. Learning about your consumer rights will help you sort out any problems with companies more efficiently. 

Find out more about your consumer rights, particularly regarding damaged items, from the Federal Trade Commission (FTC). Here, you’ll uncover clear guidance around your rights when you receive a damaged product.

There’s also information about the Cooling-Off Rule which gives you three days to cancel certain sales made at your home or workplace. Please be aware not all types of sales are covered.

To further advocate for yourself, consider using platforms such as PissedConsumer, where you can share consumer complaints, gain awareness of your situation and write effective customer reviews that help others. 

Know your Damaged Goods Consumer Rights

Confidence comes when you know how to quickly contact customer support and get a solution in place if you receive damaged goods. Always do your research around the company you’re buying from by reading their return and policy conditions. 

When you have a damaged item that’s non-refundable, contact the seller’s customer service team. Share the evidence showing the damage to the product and ask for a refund due to the unexpected nature of the damage done to your goods. 

Make the most of contact options to report your damaged item. It’s best if you do this straight away on the same day you receive your item so you can get the ball rolling with a refund or return. 

Stay connected with other consumers when you write a review of your experiences. This helps companies raise customer service standards and put better processes in place to limit damaged goods in the future.