My laptop was damaged in the post, but who's responsible?

Eight months ago my son set up a laptop for me and sent it by post. It was damaged on arrival but still worked. The Post Office sent someone to my house who told me that “someone” had ripped the box open at the bottom. As this could have been the cause of the damage we have been refused compensation.
Audrey Munday

It is not clear from Mrs Munday’s email what type of damage occurred, but as it was still working we assume it was cosmetic. The Post Office seems to be suggesting two things: first, that her son dispatched it in flimsy packaging and, second, that a third party had dropped the parcel or opened the packaging in an inappropriately forceful way.

If the parcel was in the care of Royal Mail when damaged, then it must ensure safe delivery and is responsible for any damages. If Mrs Munday’s son paid carrier insurance, which he should have for such an expensive item, this should have automatically covered the damage.

The problem for the Mundays is proving that the damage happened in transit and not while in their hands. They would also need to disprove the Post Office’s argument that the box the laptop was packaged in was not strong enough.

With the busy Christmas post season almost upon us, we would like to get more information from the Post Office and Mrs Munday before giving advice.