Refund policy
Returns and Refunds Policy
Last updated: 22 October 2026
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)
Contact us within seven business days of receipt to request a change-of-mind return.
Cooling-Off Period Conditions:
- Goods must be returned in their original condition and packaging
- Goods must be unused, unworn, and with all tags attached
- We will arrange free collection from the original delivery address
- Our target is to process refunds within 7–10 business days of the return request or discrepancy being reported. This is a processing target, not a guaranteed maximum.
- Accepted returns will receive a full refund
Change-of-mind exclusions are listed in section 8. These exclusions are not automatic grounds for rejecting faulty or damaged-goods claims.
3. Defective or Faulty Goods
If goods are defective, unsafe, or not of acceptable quality, you may return them within six months from the date of receipt for repair, replacement, or refund.
Your Rights:
- Refund, repair, or replacement for qualifying defective goods, according to the consumer's choice
- Replacement with identical or similar goods
- Repair of the defective item at no cost to you
Process for Defective Goods:
1. Please contact our customer service team within seven business days of discovering the defect. This is a request for prompt reporting, not an automatic reason to reject a later claim.
2. Provide proof of purchase and photographs of the defect where possible. Please include packaging, tags and labels where still available; missing packaging, tags or labels are not automatic grounds for rejecting faulty or damaged-goods claims.
3. We will arrange collection from the original delivery address at our cost
4. We will assess the item within 7 business days
5. For qualifying defective goods, the consumer's choice of repair, replacement, or refund remains available. Where a refund is requested, our target is to process it to the original payment method within 7–10 business days of the return request or discrepancy being reported. We do not issue store credit instead of a refund.
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 from the original delivery address at our cost
- Arrange a refund or the appropriate repair or replacement remedy for qualifying faulty or damaged goods, according to the consumer's choice
- Refund original shipping costs
Timeframe:
- Please report damaged or incorrect items within 48 hours of delivery so we can investigate promptly. This is a request for early reporting, not an automatic reason to reject a later claim.
- Provide photographs of the damage or incorrect item
- Please retain packaging, labels and tags where still available. Their absence is not an automatic reason to reject a faulty or damaged-goods claim.
5. Change-of-Mind Returns
Contact us within seven business days of delivery to request a change-of-mind return. Items must be unused, unworn, and in their original packaging with tags.
We will arrange free collection from the original delivery address. Accepted returns will receive a full refund.
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. Include original packaging, labels and tags where still available for faulty or damaged goods.
Step 4: We will arrange free collection of the securely packed item from the original delivery address for every accepted return.
Step 5: Include a copy of your invoice and the return authorization number
7. Refund Processing
Timeframes:
- Our target is to process refunds within 7–10 business days of the return request or discrepancy being reported. This is a processing target, not a guaranteed maximum.
Refund Method:
- Refunds will be issued to the original payment method
- For cash payments, refunds via EFT (provide banking details)
- Accepted returns receive a full refund, not store credit.
8. Non-Returnable Items
The following items are excluded from change-of-mind returns. This list, including final-sale or opened status, is not an automatic reason to reject faulty or damaged-goods claims:
- 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 change-of-mind exchanges. For a different product, request a return and refund, then place a separate new order. Repair, replacement, or refund options remain available for qualifying defective goods, according to the consumer's choice.
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
No restocking fees apply.
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
For accepted international returns, we will arrange free collection from the original delivery address. 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.