Marshalls online Returns Policy
Our returns policy is in addition to your statutory rights.
Goods Delivered To You
If you buy a product which we deliver to you, you may cancel your order
(or any part of it) for any reason before delivery or within 30 days after
delivery by getting in contact with us, either by phone or email.
This is subject to the following conditions:
• The product must be unused, as new, in saleable condition and returned
in the original product packaging with all shrink wrapping and banding
around the pallet or crate still in tact.
• You will receive a full refund of the price paid less relevant delivery
charges and collection charges.
Damaged Goods
It is your responsibility to ensure that your goods are checked before
signing the delivery note. If you have received a pallet or crate that
is damaged and have chosen to accept the delivery, it is important that
you sign the delivery note as "damaged". You must notify us of any damage
within 48 hours of receipt via email to shop@marshalls.co.uk and we
will require digital photographic evidence of the damage to be supplied
to us via email or alternatively printed media via the postal system,
but you must have notified us within the first 48 hours of receipt.
We will then arrange to collect and replace your item within the usual
time scales as indicated in the terms of delivery or offer an alternative
remedy. Signing of the delivery note as ‘unchecked or similar wording’
does not waive your right of notification to us for damage. Signing the
delivery note as ‘unchecked or similar wording’ will be deemed to have
been accepted as undamaged. We cannot accept claims for damaged goods
if the courier has obtained a clean signature or if more than 48 hours
after delivery have passed.
Unfortunately, breakages can occasionally happen and we will send out
replacements as soon as we can. To help us, we recommend that you open all
products and check exactly how many individual units are broken, take photographs
of the breakages, then contact us via email to shop@marshalls.co.uk.
Returns
Before you request or arrange the return of a product, please read the
information below carefully. This does not affect your statutory rights.
Change of Mind Returns (Cooling Off Period)
You may return any delivered product(s) you have purchased within 10
working days after day of delivery for any reason (including if you
simply change your mind). To do so you must notify us in writing via
email to shop@marshalls.co.uk or via the postal system to the address
in section 8 of the Terms & Conditions stating the reason for the
return. If you are returning a product for any change of mind reason
you must arrange for return transport of the goods and you will be
responsible for any charges incurred. All returned products must be
returned ‘as new’. Please note you have a duty of care to make sure
that the items are sufficiently packaged to prevent damage occurring
during their return. All items will be checked upon return before the
relevant action is taken. All items are to be returned within 30 days
of cancellation.
Failure to ensure this may result in action being taken against you
for damaged items. If an item arrives damaged we will notify you via email.
It is your responsibility to make any claim for damaged items against
your carrier. We cannot process a refund for any items which are damaged.
The goods will then remain your property and may then be collected from us.
Damaged or Broken on Arrival (Cancelling the Order)
In all cases for damaged items or broken items on delivery where you wish
to cancel the order and return the goods (damage must be reported within
48 hours of delivery) we will require digital photographic evidence of
the condition of the item you are returning. Please forward images via
email to shop@marshalls.co.uk or alternatively you can submit printed
images by postal. We will organise collection of the item(s) from you if
applicable; you will have a responsibility to take reasonable care of the
goods including, but without limitation, packaging and storage of the
goods if necessary for return to prevent further damage. On receipt of
the goods and following inspection, a full refund will be issued. The
goods remain your responsibility until received by ourselves.
Damaged or Broken on Arrival (Replacement Parts or Items)
In all cases for damaged items or broken items on delivery where you wish
to have a replacement or parts sent (damage is to be reported within 48
hours of delivery) we may, at our discretion require digital photographic
evidence of the condition of the item. Images should be forwarded to us
via email to shop@marshalls.co.uk or alternatively printed images can be
sent via post. Replacement parts or goods can vary as per our
Terms and Conditions.
Once the goods have been returned we will then issue
a replacement within our normal delivery schedule. All returned products
must be returned ‘as new’. Please note you have a duty of care to make
sure that the items are sufficiently packaged to prevent damage occurring
during their return. All items will be checked upon return before the
relevant action is taken. The goods remain your responsibility until
received by ourselves. Please note colours and shades can vary by batch
and could be different from your original order, please refer to the
technical specification documents for your product
at www.marshalls-shop.co.uk
Item Received is not what you Ordered
If the delivered goods are not what you ordered, or do not correspond
fully with their item description and you wish to discuss this please
notify us immediately via email to shop@marshalls.co.uk. Please refer
to our Terms and Conditions.
Item is Faulty on delivery
Where an item is deemed to be faulty you must notify us within 10 days by contacting us
via email to shop@marshalls.co.uk. We can then arrange for a replacement or
refund as required. In both instances we will arrange to collect the goods at
our expense and inspect them. If the goods are found to be faulty we will arrange
for a replacement to be sent or to refund you the cost of your purchase.
If you require a refund and the goods are not faulty we will refund you the
purchase price less the cost of returning the goods to us. If you wish to
cancel the order please refer to Change of Mind Returns above.
All returned products must be returned ‘as new’. Please note you have a duty of care
to make sure that the items are sufficiently packaged to prevent damage
occurring during their return. All items will be checked upon return before the
relevant action is taken.
Item is found to be defective after 10 days
If the product is found to be defective after 10 days it will be assumed that acceptance
of the goods has taken place. It will be at our discretion, to repair, replace the
product or refund. Once returned. If the are goods found not to be faulty, any
costs of returning the goods to us, may at our discretion, be deducted from the
refund. The goods remain your responsibility until received by ourselves.
This does not affect your statutory rights.
Goods missing on delivery
It is your responsibility to check against the hauliers delivery note that
the appropriate number of packages, parcels, pallets or crates have been
received. You must notify us within 48 hrs of receipt via email to
shop@marshalls.co.uk of any shortages incurred.
Goods missing following delivery
It is your responsibility to check against our delivery note and picking
list that the ordered goods or items have been received. You must notify us
via email to shop@marshalls.co.uk of any shortages within 10 working days.
Once an item has been assembled or laid, it cannot be returned and the purchase
price cannot be refunded.
General Return Information
Returns or cancellations will not be accepted if the product(s) have been
altered by applying chemicals or paints to the surfaces other than those
provided by shop@marshalls.co.uk or by altering or customising the product
in any way that could be deemed as you using or treating the products as
your own. Please note you have a duty of care to make sure that the items
are sufficiently packaged to prevent damage occurring during their return.
All items will be checked upon return before the relevant action is taken.
Your statutory rights are not affected.
Refunds
Refunds will be processed within 30 days.