What are your rights when deliveries and returns don’t arrive – and what common act could see you lose them all?
What are your rights if you’ve returned an item by post and the company says they never received it? Or if your delivery never turned up in the first place?
Money blog reader Lee asked: “I purchased two pairs of shorts from Nike a year ago. I shortly after returned them for a refund as they didn’t suit me. Nike are saying I can’t be refunded due to them not receiving the returned items. Even though I have supplied the Royal Mail proof of postage.”
We asked consumer rights champion Scott Dixon, also known as The Complaints Resolver, to answer this one…
Scott says Lee is very unlikely to get a positive outcome in this case.
“The problem is that you have left it so long to resolve the issue. It’s highly unlikely (virtually impossible) this can be resolved for that reason – you cannot leave a complaint on missing goods in transit for a year and expect a remedy.”
Though there’s unlikely to be a positive resolution here, delivery issues are common – so Scott has walked us through people’s basic rights when things go missing…
Scott Dixon, also known as The Complaints Resolver
Deliveries
Your contract is always with the retailer, not the courier firm, to ensure that your order is safely delivered, says Scott. If it hasn’t turned up, the first thing you need to do is to contact the retailer.
“It is their legal responsibility to make sure the item is safely delivered to you under the Consumer Rights Act 2015. They should contact the courier – who they’ve entered a contract with – and let you know what has happened to your item.
“S29 (2) of the Consumer Rights Act 2015 states the goods remain at the trader’s risk until they come into the physical possession of the consumer, or a person identified by the consumer, to take possession of the goods.”
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The retailer can either refund you or rearrange for the goods to be delivered, says Scott.
If this doesn’t work, raise a chargeback with your bank or credit card provider within 120 days of your purchase or payment to get a refund.
“You need to push hard on chargebacks and cite ‘breach of contract’ under the Consumer Rights Act 2015, as chargebacks are often rejected on the first attempt,” says Scott.
“Your bank or credit card provider will reverse the payment and give the retailer an opportunity to present their case.
“Retailers don’t like dealing with chargebacks as they are problematic and costly to resolve.”
What if you leave delivery instructions?
This could see you lose all rights.
Scott explains: “If you give specific instructions to the retailer for the item to be left in the porch, ‘leave in shed at rear’ or another designated safe place, and it is stolen, then you are responsible because the retailer and courier have simply followed your instructions.”
Returns
You have a 14-day cooling off period for all non-bespoke items under the Consumer Contracts Regulations 2013.
Scott says: “A retailer will usually provide a returns label or a website link to their returns policy, and give instructions for you to return goods. Usually a retailer will engage a courier firm for returns – be it Royal Mail, DHL etc etc.”
This often involves dropping the item off at a local convenience store, where labels are scanned.
“Convenience stores often say you will get a receipt by email. This isn’t always the case, leaving you high and dry if the goods go missing in transit,” warns Scott.
To protect yourself, Scott says you should follow the policy courier firms use when they deliver goods to you: take a photo of the goods at the point of handover and insist on a receipt.
Pic: iStock
“This is your proof if you need to dispute lost goods in transit,” he says.
“The retailer will push back in these cases when goods are lost in transit with a fob off saying it’s not their fault and the responsibility lies with the courier, which is blatantly untrue.”
Scott says the retailer engaged the courier firm to safely return the goods and the Consumer Rights Act 2015 applies.
“Remember, your contract is with the retailer – you’re following their return instructions. So this is on them.
“You need to push hard on this and cite ‘breach of contract’ under the Consumer Rights Act 2015 to get a full refund.
“If you hit a brick wall, simply raise a chargeback with your bank or credit card provider and cite ‘breach of contract’ under the Consumer Rights Act 2015 to dispute the transaction.”
As a last resort you can take your case to the Small Claims Court in England and Wales – or use the respective legal routes in Scotland and Northern Ireland.
What if a company doesn’t provide specific returns instructions?
Your contract is then with the courier – but much of the above still applies with them. S49 Consumer Rights Act 2015 states that every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill.
Sky News contacted Nike for comment.
UK
Greater Manchester Police makes ‘improvements’ in treatment of women including new rules on strip searches – but questions remain after Sky News investigation
Greater Manchester Police (GMP) says it has made wide-ranging changes to the treatment of women in custody, following a Sky News investigation.
This includes ending the use of police strip searches for “welfare” purposes and ensuring it is a “last resort” when looking for concealed items.
A Sky News investigation in 2023 into the custody practices of GMP led to an inquiry by former victims’ commissioner Dame Vera Baird.
In July 2024, the report found “horror stories” of police making “unlawful” arrests and unnecessary strip searches, sometimes to victims of domestic violence or sexual assault.
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From July 2023: Are women safe in custody?
A report today by the Greater Manchester mayor’s office welcomes the introduction of new measures including additional training for police officers dealing with domestic violence victims.
However, many victims are unconvinced. One such is Sophie, not her real name, telling her story for the first time.
She tells Sky News that even after the Baird Inquiry found her arrest was “unlawful” and the chief inspector called her treatment “appalling”, the police complaints department subsequently described the arrest as “acceptable”.
Sophie’s experience was investigated by Dame Vera alongside other women who Sky News spoke to last year.
She was arrested at 3am in the summer of 2022, and detained for 11 hours following a trivial complaint made by her ex-partner. Her accuser was designated by the police as a highly violent, domestic abuse perpetrator.
‘Sophie’ described her arrest as ‘an extension’ of her former partner’s ‘coercion’
Even so, Sophie was arrested at her home in the middle of the night after her abuser alleged she had broken his car wing mirror, 14 months previously, and that she had bruised his arms on an occasion when he had strangled her.
‘They knew what I was trying to protect myself from’
The man making the allegation was someone who had punched, strangled, pressed his thumbs into Sophie’s eyes and locked her up in the house.
Sophie told Sky News: “He’s got a history of domestic violence; he’s got a history of being incarcerated. They knew what I’d gone through, they knew what I was trying to protect myself from.
“I was in contact regularly with domestic violence support workers who were meeting with police liaison officers. They knew that I had the locks changed. They knew I had an alert on the house and my phone.”
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From August 2023: ‘I was gaslit, I was stonewalled,’ says Zayna Iman
Sophie describes the police arrest as “an extension of his coercion”. She later refused to accept a police caution and was charged with the offence of damaging a wing mirror before a judge threw the case out saying it was not in the public interest.
At a press conference in July this year, Dame Vera said: “I tell you ladies and gentlemen, if someone tried to strangle me, I’d probably bruise his arms as well.”
She said the arresting officers had “locked away their brains” and criticised the custody sergeant who had logged his justification for the arrest as “to protect a vulnerable person”, in reference to the violent man.
GMP Chief Constable Stephen Watson speaks to Sky’s Jason Farrell
A series of ‘failures’
At that time, GMP Chief Constable Stephen Watson said he was “appalled” by Sophie’s treatment.
He told Sky News: “It’s a systemic failure, a leadership failure, a process failure. I do think in individual circumstances it may be a failure of experience.”
And yet, one month after this, the police complaints department wrote to tell Sophie “there were sufficient grounds for your arrest”. The letter told her: “The service provided by the police was acceptable.”
Only after Sophie revealed that her case was part of the Baird Inquiry did the police retract these findings.
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What has Greater Manchester Police learned from the Baird Review?
In a statement, GMP told Sky News: “The outcome Sophie was provided was incorrect. Having reviewed the handling of the complaint, our head of professional standards gave Sophie a personal apology and we are ensuring there is a full reinvestigation.
“Complaints relating to the Baird review – including Sophie’s – are subject to a fair and thorough examination, without fear or favour, by our Professional Standards Directorate.
“Where an investigation finds there to be a case to answer, we will ensure officers face disciplinary proceedings.
GMP headquarters located in Central Park in the Newton Heath area of Manchester
‘1,500 more domestic abuse survivors now getting justice’
“We are working hard to ensure that the people of Greater Manchester – particularly women and girls – can have confidence in their police force. This includes providing trauma-informed training for officers and getting better outcomes for victims – with 1,500 more domestic abuse survivors now getting justice compared to three years ago.
“Our communities can have confidence that the force is robust in maintaining good order and discipline. Those not fit to serve are being removed from GMP with more than 100 officers dismissed on the Chief Constable’s watch.”
However, Sky News has been told that most complaints relating to the Baird Inquiry are subject to ongoing investigation and, so far, no officers have been disciplined or dismissed.
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From July: Mark Dove says he was ‘left naked in cell for hours’
In response to the Baird Inquiry, GMP now has a dedicated female welfare officer in its custody suites and is soon to introduce a new independent oversight panel to scrutinise arrests.
According to the mayor’s office, 24 of the 26 recommendations from the inquiry have been implemented.
Mayor of Greater Manchester Andy Burnham said: “This is a landmark moment in our quest to improve the safety and treatment of women across Greater Manchester.
“It is clear that there is still progress to be made. The deputy mayor and I will continue to hold up a mirror to unacceptable practices wherever we find them.”
Deputy mayor Kate Green added: “While the implementation of these recommendations to date is welcome, it is essential that the improvements brought about are maintained and indeed built upon, and on behalf of the mayor I will continue to scrutinise GMP as it makes progress in these areas.”
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However, Sophie feels let down and says if she was in an abusive relationship again, she would think twice about going to the police.
“I wouldn’t just be OK with reporting something now, I would look at the consequences of me doing that, and what could happen as a result of me doing that, and how they would treat me,” she said.
“It’s going to take me longer to get over what happened to me that night in being arrested and being locked up than getting over being slapped or punched.”
Former victims’ commissioner Dame Vera Baird and Greater Manchester mayor Andy Burnham will be speaking to Wilfred Frost on Sky News Breakfast from 7.30am this morning.
UK
Harshita Brella: International manhunt under way for husband after woman’s body found in car boot
An international manhunt is under way for the husband of a murdered woman, whose body was found in the boot of a car.
The body of Harshita Brella was found in east London on Thursday, tens of miles away from her home in Corby.
On Sunday, Northamptonshire Police said they were looking for Pankaj Lamba – who they believe has left the country.
Sky News understands she had been under the protection of a court order designed for victims of domestic abuse.
“Our inquiries lead us to suspect that Harshita was murdered in Northamptonshire earlier this month by her husband Pankaj Lamba,” said chief inspector Paul Cash.
“We suspect Lamba transported Harshita’s body from Northamptonshire to Ilford by car.”
“Fast track” enquires were made after the force was contacted on Wednesday by someone concerned about Ms Brella’s welfare. After she failed to answer the door at her home in Skegness Walk, Corby, a missing person investigation was launched.
Her body was found inside the boot of a vehicle on Brisbane Road, Ilford, in the early hours of Thursday morning.
A post mortem – conducted at Leicester Royal Infirmary on Friday – established she had been murdered.
Harshita Brella, 24, from Corby. Her body was found in a car in east London. Pic: Northamptonshire Police
More than 60 detectives are working on the case, with lines of enquiry including going house to house and property searches, as well as looking at CCTV and ANPR.
“We are of course continuing to appeal for any information that will help us piece together exactly what happened as we work to get justice for Harshita,” said chief inspector Cash.
“I urge anyone listening to or reading this statement, that if you saw anything suspicious in the past week or have any information, no matter how small, please contact us. We would always rather receive well-meaning information that turns out to be nothing as opposed to not receiving it all.”
Pankaj Lamba. Pic: Northamptonshire Police
Force referred to police watchdog
On Saturday, Northamptonshire Police said it had made a mandatory referral to the Independent Office for Police Conduct due to previous contact between the force and the victim.
Northamptonshire Police previously said officers had been conducting investigations at three locations: Skegness Walk and Sturton Walk in Corby and Brisbane Road, Ilford, where Ms Brella’s body was found.
East Midlands Special Operations Major Crime Unit (EMSOU) and Northamptonshire Police said they were working “around the clock to establish the circumstances behind her death, including the exact location and timeframe in which it took place”.
State-of-the-art technology has been used to create a voice for King Richard III – giving him a Yorkshire accent.
A digital avatar of the medieval king’s head went on display in front of excited history fans at York Theatre Royal.
Richard III was king of England from 1483 until his death at the Battle of Bosworth in 1485, at the age of 32.
His remains were found in a car park in Leicester in 2012 by historian Philippa Langley.
Speaking about the recreation, she said: “We’ve got leading experts in their fields who have been working on this for 10 years and so everything has been meticulously researched, meticulously evidenced, so you are seeing the most accurate portrayal of Richard III”.
A team based at Face Lab at Liverpool John Moores University created the avatar based on the reconstruction of Richard III’s head with the help of a craniofacial expert.
Experts from various fields helped put the pieces of the puzzle together, including speech and language therapy, dentistry, forensic psychology and archaeology.
His voice has been created by Professor David Crystal, a leading linguist in 15th-century pronunciation. He admitted that it’s impossible to know exactly how he spoke, but this is as close as they will get.
The king was born in Northampton but spent a lot of his life in Yorkshire. His parents were also from the north of England.
Vocal coach Yvonne Morley-Chisholm spent a decade researching how the monarch would have sounded. She worked with the actor Thomas Dennis who was chosen as his body and face were such a good physical match.
Speaking to Sky News, she said people will be shocked at how different he sounded compared with traditional portrayals of the king on stage and screen.
The coach and actor also examined the king’s letters and diary so that “as you pronounced a word that’s how you would write it”.
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The voice shows the change in pronunciation over the centuries – from regional variations to the Queen’s English.
Keep up with all the latest news from the UK and around the world by following Sky News
History fans at the unveiling were delighted with the accent, with one telling Sky News: “Northerners are known to be happy, positive, all those lovely qualities.”
Born in Northampton but a northerner through and through, technology has brought the king’s speech back to life
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