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Do not throw away the box, attempt a repair, or send the device back before creating a record. Photograph the item and packaging, save the order and warranty documents, notify the seller in writing, and request a specific remedy. Then follow the marketplace, warranty, payment-dispute, and local-law deadlines that apply to your purchase.
The right outcome depends on where you bought the product, whether it is physically damaged or simply faulty, who sold and fulfilled it, and how you paid. The steps below preserve your options without assuming that every country or seller follows the same rules.
1. Make the item safe and preserve its condition
Stop using a potentially hazardous device
If the electronics are swollen, unusually hot, smoking, sparking, leaking, or producing an unusual odor, stop using and charging them. Move away from the device and contact the manufacturer and appropriate local emergency or product-safety services for instructions. Do not open the casing, puncture a battery, or attempt a repair before you have reported the problem. Detailed storage or disposal steps depend on the product and your location, so obtain them from an official safety source.
Photograph everything before changing it
Take clear, well-lit photographs of every side of the device, close-ups of dents or cracks, the serial or model number, all accessories, and the inside and outside of the box. Include the shipping label, seals, cushioning, and any impact marks on the carton. Keep the original packaging and packing material until the seller, carrier, or marketplace confirms that it is no longer needed. A package that looks damaged while the product appears intact is still useful evidence.
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Collect the transaction file
- Order confirmation, invoice, receipt, payment statement, and tracking history.
- A copy or screenshot of the product listing showing the description, condition, included accessories, and whether it was new, used, refurbished, or sold as-is.
- Warranty terms, serial-number records, and any installation or activation date.
- Every message with the seller, marketplace, carrier, manufacturer, or card issuer, including dates, names, case numbers, promised actions, and return-tracking details.
The U.S. Federal Trade Commission (FTC) advises keeping receipts, warranties, statements, invoices, contracts, and records of what a business promised. Those records also help a marketplace or payment provider understand the timeline.
2. Classify the problem before asking for a remedy
Physical shipping damage
Crushed packaging, a shattered screen, bent housing, or missing parts that were present in the listing indicates transit or handling damage. Do not discard the carton: a seller, carrier, or marketplace may need photographs or an inspection.
Defect or failure on arrival
A device that powers off, will not charge, overheats, displays errors, or fails a core advertised function may be defective even when the box is undamaged. Record what happens, when it happens, and any error message. Do not repeatedly test a device that appears unsafe.
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Wrong storage capacity, model, color, region, accessories, or condition is a description problem. Save the original listing because pages can change after purchase.
Change of mind
Simply deciding that you do not want the product is different from a damage, defect, or misdescription claim. A voluntary return policy, a statutory cancellation right, and a warranty claim can have different deadlines and costs.
3. Identify the business that must respond
Check the order details
Find the actual seller, not only the website or marketplace name. The order may have been sold by an independent merchant, fulfilled by a platform, or shipped directly by a manufacturer. Note the seller’s legal name, contact method, return address, and the platform’s claim deadline.
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Do not assume the carrier is your only contact
Report visible damage to the seller first unless the seller’s written instructions require a carrier claim. In the European Union, Your Europe states: “The trader is responsible for any damage to your goods from the time they are dispatched until you receive them.” In other jurisdictions, contracts and local law may allocate responsibilities differently, so preserve evidence and follow the seller’s process rather than accepting an unsupported verbal refusal.
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Read the seller’s defect and return policy, marketplace buyer-protection terms, warranty, and shipping instructions. Check the deadline, required photographs, packaging and accessory requirements, whether return shipping is prepaid, and whether an inspection is required. A marketplace’s ordinary change-of-mind policy does not necessarily control a defect claim, and a platform may give each seller a separate process.
4. Contact the seller in writing
Use the order’s official message or claim flow, then keep a copy outside the platform if possible. Be factual and specific.
- State the order number, delivery date, product model, and seller.
- Describe whether the item is damaged, defective, or different from the listing. Explain what you observed and when, without speculating about blame.
- Attach the photographs and identify the files.
- Ask for the remedy you prefer: repair, replacement, refund, or another remedy allowed by the applicable terms or law.
- Ask for a case number and written instructions for return, collection, inspection, packaging, and shipping payment.
- Request a response by a reasonable date that still leaves time for any marketplace or payment deadline.
You can adapt this concise message:
Hello, I received order {{order_number}} on {{delivery_date}}. The {{product_model}} arrived {{damage_or_fault_description}}. The attached photographs show the item, packaging, label, and serial number. I request {{repair_replacement_refund}}. Please provide a case number and written return, collection, or inspection instructions, including who pays shipping and the deadline.The FTC’s business-resolution guidance recommends telling the company what happened, saying what remedy you want, and keeping records of submissions and conversations.
5. Choose a remedy without giving up other rights
Compare the practical and legal consequences before accepting store credit or a repair.
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Urgency, safety, repair time, replacement availability, refund timing, return-shipping cost, and every applicable deadline should guide the choice. You do not always control the remedy. For example, EU rules generally put repair or replacement first when feasible, while U.S. outcomes depend on state law, contract terms, warranty language, and the facts.
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6. What usually applies in the United States
No single federal refund rule covers every damaged delivery
FTC guidance emphasizes contacting the seller, checking marketplace and return terms, preserving documents, and reviewing the warranty or manufacturer process. The sources do not establish one uniform federal rule guaranteeing a refund or replacement for every delivered electronic item. State consumer-protection law, the seller’s policy, marketplace terms, warranty, and the product’s condition can change the result.
Escalate through the marketplace
If the seller does not respond or refuses to follow its stated process, use the platform’s official claim or buyer-protection route promptly. Some platforms mediate or issue a decision; others leave the dispute to buyer and seller. Short claim windows can apply, so do not wait for an informal promise to expire.
Use public consumer channels appropriately
A state consumer-protection office or state attorney general may provide complaint or mediation information. The FTC accepts reports and uses them for enforcement and education, but it does not resolve an individual complaint or order a seller to refund you. Keep pursuing the seller or the contractual process while making a report.
Check the warranty
A manufacturer’s warranty may provide repair or replacement, especially after the seller’s return period ends. Read exclusions for accidental damage, improper installation, commercial use, or unauthorized modification. A commercial warranty does not necessarily replace rights provided by state law or the sales contract.
7. What usually applies in the European Union
Legal guarantee for faulty goods
Your Europe explains that EU consumers generally receive a minimum two-year legal guarantee for goods, with national law sometimes providing more protection. For goods that are faulty or do not work as advertised, the seller must provide a free repair or replacement, or a price reduction or full refund when repair or replacement is not possible or when the applicable conditions are met. The seller, rather than only the manufacturer, is normally your first contact.
A retailer’s or manufacturer’s commercial warranty cannot remove or reduce the legal guarantee. Keep proof of purchase and report the problem using the seller’s process so the seller can assess the remedy and any applicable presumption or deadline under the country’s law.
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Transit damage
The trader is responsible for damage occurring from dispatch until delivery under the Your Europe guidance quoted above. Photograph the package and report the condition promptly, even where the seller asks you to cooperate with a carrier inspection.
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Fourteen-day online cancellation right
Online buyers generally have 14 days to cancel a distance purchase without giving a reason, subject to exceptions. This cooling-off right is separate from a claim that goods are damaged, faulty, or not as described. Exceptions and the treatment of return shipping vary, so identify the country and product before relying on cancellation rather than a defect remedy.
8. Protect payment-dispute options
Credit cards in the United States
The Fair Credit Billing Act covers certain billing errors, including some situations where goods were not accepted or were not delivered as agreed. The FTC says written notice for a covered error generally must reach the card issuer within 60 days after the first statement containing the error was sent. Contact the issuer immediately, follow its stated dispute method, and attach the order, correspondence, photographs, and return evidence.
The FTC distinguishes a product-quality disagreement from a covered billing error. A damaged or defective item is not automatically a successful chargeback, and a card dispute is not an automatic refund. Do not stop communicating with the seller while the issuer reviews the claim.
Debit cards and other payment methods
Debit-card protections and deadlines differ from credit-card rules. Contact the bank quickly and ask which procedure applies to a damaged, defective, or undelivered purchase. Digital-wallet, financing, and buy-now-pay-later services can have their own dispute windows and evidence requirements.
9. Escalate in a controlled sequence
- Seller: submit the written claim and obtain a case number.
- Marketplace: open the official claim before its deadline, attaching the seller’s response or lack of response.
- Manufacturer: use the warranty channel when the seller cannot or will not resolve a covered defect.
- Consumer assistance: contact a state consumer office or attorney general in the United States; in the EU, consider a consumer association, Your Europe Advice, or a European Consumer Centre when relevant to the transaction.
- Payment provider: preserve the separate, time-limited dispute route and submit precise evidence.
At every stage, keep a dated log of names, promises, deadlines, tracking numbers, and what remains unresolved. Send a short written summary after a phone call so the record reflects what was agreed.
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10. Common problems and how to respond
The seller says the carrier is responsible
Reply with the delivery date, photographs, and the seller’s stated return or damage policy. Ask the seller to identify the exact contractual or legal basis for sending you elsewhere and to provide the carrier-claim instructions in writing. Do not surrender the packaging.
The seller demands a return without a label
Ask who pays shipping for a damaged or defective item, whether the seller will arrange collection, and whether the carrier requires specific packaging. Obtain written confirmation before paying a large return cost.
The item is marked as-is or refurbished
Compare the fault with the listing and the disclosed condition. “As is” may affect a contractual claim, but it does not automatically turn an undisclosed defect into an accurately described product. Warranty coverage for refurbished goods may differ from coverage for new goods.
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The package is missing an accessory
Photograph the contents and compare them with the listing, invoice, and packing slip. Request the missing part or an appropriate remedy rather than describing the issue as general device failure.
The seller stops responding
Send one final written notice with the case number, the remedy requested, and the response deadline. Then use the marketplace, warranty, consumer-assistance, and payment channels before their deadlines expire.
11. Recognize when a scam concern is separate
The FTC reported that online shopping scams were the second-most reported type of scam to the agency in 2022. That historical statistic concerns reports, not the prevalence of damaged deliveries and not proof that a particular seller or shipment is fraudulent. Warning signs include a seller that disappears after payment, a counterfeit tracking page, pressure to pay outside the platform, or requests for unnecessary account credentials. Preserve evidence and use the platform and payment provider’s official contact details rather than links in an unexpected message.
Quick Recap
12. A deadline checklist
- Today: photograph the device, packaging, label, and serial number; stop unsafe use; save the listing and order records.
- As soon as possible: notify the seller in writing and request a case number and remedy.
- Before shipping: confirm the return address, inspection requirement, packaging, tracking, and who pays.
- Before the marketplace deadline: open its claim if the seller has not resolved the issue.
- Before warranty expiry: submit a manufacturer claim when appropriate.
- Within the payment provider’s window: ask whether the transaction qualifies for a dispute and submit the required written evidence. For a U.S. credit-card billing error, the FTC identifies a 60-day written-notice period measured from the first statement containing the error.
Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
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