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Returns
Changed your mind? No worries.
You have 30 days from delivery to return items purchased directly from us – as long as they're unused and in their original condition.
How it works
- Email us
Contact our customer service team with your order number and what you're returning. - We'll send your returns label
You'll receive a free returns label with a Return Merchandise Authorisation (RMA) number and packing instructions. - Pack and return
Repack everything safely and drop it off with the carrier shown on your label within 28 days of receiving your RMA.
What you can return
Items purchased directly from thehouseofmarley.co.uk can be returned within 30 days of delivery if they're:
- Unused and in original condition
- In original packaging with all tags, labels and security seals intact
Tip: Keep all parts and accessories together – small items like replacement styluses, cables and ear tips can easily go missing during packing.
Refunds
Once your return reaches us and is verified, we'll process a refund to your original payment method. It may take up to 10 working days to show on your statement.
Delivery costs: If you paid for premium delivery, we'll only refund the standard rate. Free delivery orders won't include a delivery refund.
If something's not right
Item hasn't arrived
If your order hasn't arrived, contact us with your order number and we'll look into it. If we need to issue a refund, we may ask you to sign a document confirming the item wasn’t received.
Damaged or incorrect items
Arrived damaged?
Sign the delivery note or refuse delivery. Don't open or use the product. Contact us and we'll arrange a replacement, repair or full refund, covering any return shipping costs.
Received the wrong item?
Don't open it. Contact us within 7 business days and we'll send the correct item at no cost to you, with simple return instructions.
Express delivery didn't arrive on time
Get in touch – we'll review your refund options for the delivery charge, especially for orders over £49.99 where standard delivery is free.
Developed a fault
If your item develops a fault:
- Contact us with a description and/or photos of the fault so we can assess
- If it looks faulty, we'll arrange return and testing
- If we conform a fault, we'll repair, replace or refund in full, covering return costs
Help us accept your return
To keep this running smoothly, please make sure:- You've contacted us and received your RMA number and returns label
- All parts, accessories and original packaging are included
- The product is unused and safely packed
- Your return is sent within 28 days of receiving the RMA
- Items are used, damaged or missing security seals
- A faulty return is found to be non-faulty
- The return arrives outside the 28-day RMA window
- No RMA number is included
- The return wasn't authorised
Your statutory rights
Right to cancel (UK Consumer Contracts Regulations)
Private customers can cancel their order within 14 days of receiving goods. Let us know in writing (email works), then return items within another 14 days. We'll refund the items and standard delivery charges within 14 days of receiving your return. Return postage is your responsibility for change-of-mind cancellations.
This returns policy doesn't affect your statutory rights.
