Delivery company Products & services: Parcel, courier and delivery services.
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Making a claim against Gophr
If Gophr has caused you a financial loss, you may have grounds to claim compensation. Claims are decided on the facts and the evidence you can provide, so it helps to understand what you can claim for before you begin.
This guide explains the types of claim common across the retail & shoppingsector, the steps to take first, and the evidence you’ll want to gather.
Claims may include:
- Faulty, damaged or defective goods
- Items not as described or not matching a sample
- Goods not fit for the purpose you were told
- Refunds, repairs or replacements refused
- Online orders and the 14-day right to cancel
- Late, missing or damaged deliveries
- Deposits or money lost when a retailer stops trading
- Misleading pricing or sales tactics
What can you claim for?
- Faulty goods
Did an item develop a fault, arrive damaged or fail to work as it should?
Learn more - Not as described
Was the product different from its description, photos or a sample you were shown?
Learn more - Refund refused
Has this company refused a refund, repair or replacement you are entitled to?
Learn more - Delivery problems
Did your order arrive late, damaged, incomplete or never turn up at all?
Learn more
Before you claim
- 1Contact the retailer
Complain in writing so you have a record, quoting your rights under the Consumer Rights Act 2015.
- 2Know your time limits
You have 30 days to reject faulty goods, and 14 days to cancel most online orders.
- 3Check card protections
Credit-card purchases over £100 may be covered by Section 75; chargeback can help on debit cards.
- 4Escalate if unresolved
Report the trader to the Citizens Advice consumer service, then consider the small claims court.
Evidence checklist
- Order confirmation or receipt
- Proof of the date you received the item
- Photos or video of the fault or damage
- The product description, listing or advert
- Emails and messages with the retailer
- Bank or credit-card statements
- Delivery notes or tracking information
- Any warranty or guarantee documents
- Notes of phone calls, with dates and names
Start your claim
Tell us a little about what happened and we’ll help you check whether you have a valid claim against Gophr.
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Frequently asked questions
Can I get a full refund for a faulty item?
If you reject a faulty item within 30 days of receiving it, this company should give you a full refund. After 30 days you are usually entitled to a repair or replacement first.
Can I return something just because I changed my mind?
For most online orders you have a 14-day right to cancel and get a refund, even if there is nothing wrong. In a physical shop, returns for a change of mind are at the retailer’s discretion.
What is Section 75 and does it apply to me?
Section 75 makes your credit-card provider jointly liable for purchases costing over £100 and up to £30,000, so you can claim from them if this company fails to put things right.
Who do I report a dodgy trader to?
Contact the Citizens Advice consumer service, which passes reports to Trading Standards. Trading Standards tackles businesses breaking the law, but does not usually recover money for you personally.
How long do I have to make a claim?
As a general guide, claims for faulty goods can be brought within six years in England and Wales. Acting quickly is best while the evidence and your rights are strongest.
This information is general guidance and is not legal advice.
Relevant legislation
The main laws and regulations that may apply to a claim in the retail & shopping sector:
- Consumer Rights Act 2015
- Consumer Contracts Regulations 2013
- Consumer Credit Act 1974 (Section 75)
- Consumer Protection from Unfair Trading Regulations 2008
Check whether you can claim money back from Gophr in a few minutes — no obligation.