T's & C's Disclaimer
By using our website and purchasing our products, you acknowledge that you have read, understood, and agree to be bound by Terms of Service of "Marley's Home (PTY) LTD"
Refund policy
Returns and Refunds Policy
Last updated: 04 December 2025
1. Introduction
This Returns and Refunds Policy is governed by the Consumer Protection Act 68 of 2008 (CPA) and forms part of our commitment to fair trading practices. At Marley's Home, we want you to be completely satisfied with your purchase.
2. Cooling-Off Period (Online Purchases)
In accordance with Section 16 of the CPA, you have the right to return goods purchased online within 7 (seven) business days of receiving them, without reason and without penalty.
Cooling-Off Period Conditions:
- Goods must be returned in their original condition and packaging
- Goods must be unused, unworn, and with all tags attached
- You are responsible for the cost of returning the goods to us
- Refund will be processed within 30 days of receiving the returned goods
- Original shipping costs are non-refundable
Exclusions from Cooling-Off Period:
The following items cannot be returned under the cooling-off right:
- Personalized or custom-made items
- Perishable goods
- Sealed goods that have been unsealed (e.g., hygiene products, cosmetics, underwear, swimwear)
- Digital products that have been downloaded or accessed
- Gift cards or vouchers
3. Defective or Faulty Goods
If goods are defective, unsafe, or not of acceptable quality, you may return them within 3 months of purchase for repair, replacement, or refund in accordance with Section 56 of the CPA.
Your Rights:
- Full refund if the defect cannot be repaired
- Replacement with identical or similar goods
- Repair of the defective item at no cost to you
Process for Defective Goods:
1. Contact our customer service team within 7 days of discovering the defect
2. Provide proof of purchase and photographs of the defect
3. Return the item using our prepaid shipping label (we cover the cost)
4. We will assess the item within 7 business days
5. Refund, replacement, or repair will be processed accordingly
4. Wrong or Damaged Items
If you receive the wrong item or your item arrives damaged during shipping:
Our Responsibility:
- We will collect the item at our cost
- Provide a full refund or replacement
- Refund original shipping costs
Timeframe:
- Report damaged or incorrect items within 48 hours of delivery
- Provide photographs of the damage or incorrect item
- Do not discard packaging until the matter is resolved
5. Change of Mind (Beyond Cooling-Off Period)
For returns beyond the 7-day cooling-off period where goods are not defective, we offer the following:
Store Credit Policy:
- Returns accepted within 30 days of purchase (at our discretion)
- Items must be unworn, unused, and in original packaging with tags
- Store credit will be issued (no cash refunds for change of mind after 7 days)
- Customer responsible for return shipping costs
6. How to Return an Item
Step 1: Contact us at support@marleyshome.co.za or +27824030447
with:
- Your order number
- Reason for return
- Photographs if applicable
Step 2: Wait for return authorization and instructions
Step 3: Pack the item securely in original packaging
Step 4: Ship the item to:
Marley's
8 Soetdoring str
Mossel bay 6500
Step 5: Include a copy of your invoice and the return authorization number
7. Refund Processing
Timeframes:
- Refund approval: Within 7 business days of receiving returned goods
- Refund processing: Within 30 days of approval
- Bank processing time: 5-10 business days (depends on your bank)
Refund Method:
- Refunds will be issued to the original payment method
- For cash payments, refunds via EFT (provide banking details)
- Store credit issued as voucher code for future purchases
8. Non-Returnable Items
The following items cannot be returned unless defective:
- Items marked as "Final Sale" or "Clearance"
- Gift cards and vouchers
- Downloadable digital products
- Personalized or custom-made items
- Perishable goods
- Intimate apparel, swimwear, and hygiene products (once packaging is opened)
- Products with removed or damaged tags
9. Exchanges
We do not offer direct exchanges. To exchange an item:
1. Return the original item for a refund
2. Place a new order for the desired item
This ensures you receive the correct size or product without delay.
10. Sale and Clearance Items
Sale and clearance items are subject to the same defective goods returns policy but may not be eligible for change-of-mind returns. Terms will be clearly stated at the time of purchase.
11. Proof of Purchase
A valid proof of purchase is required for all returns:
- Original invoice or receipt
- Order confirmation email
- Bank statement showing transaction
12. Restocking Fees
We do not charge restocking fees for returns made within the cooling-off period or for defective goods. Returns accepted beyond this period may be subject to a restocking fee of up to 10% (at our discretion).
13. Lost or Stolen Packages
Once a package is delivered and signed for, we cannot be held responsible for lost or stolen items. We recommend:
- Using a secure delivery address
- Requiring signature upon delivery
- Purchasing shipping insurance for high-value items
14. International Returns
International customers are responsible for all return shipping costs and any customs duties or taxes incurred. Returns must comply with all customs regulations.
15. Contact Us
For any returns or refunds queries:
Email: support@marleyshome.co.za
Phone: +27824030447
Hours: 08:00 - 18:00 Mon - Fri
Closed on weekends
We aim to respond to all queries within 24 business hours.
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**Your Consumer Rights**
This policy does not limit your rights under the Consumer Protection Act. For more information about your rights, visit the National Consumer Commission at www.thencc.gov.za or call 0860 003 600.