Marks and Spencer Return, Refund & Exchange Policy

Return & Exchange Policy:

We normally allow 35 days for returns. Except for Sale products, this is applicable to both in-person and online purchases. Online purchases of Sale items are returnable within 14 days, unless otherwise noted; limitations apply.

We provide a return policy that is question-free. Please be aware that only unopened, undamaged items with all price tags still on can be returned for a refund.

Please be aware that we are unable to accept returns after the times specified in the above returns policy.

In most circumstances, you won’t be able to return products via mail if everything in your basket is on sale and you choose to pick them up in person. However, you are free to return these to any retailer.

Only purchases made at our primary apparel and home stores are eligible for returns of clothing and home goods. Only merchandise purchased from our outlet stores may be returned to those locations. This implies that they cannot be returned by mail, at Simply Food stores, or at M&S Food stores.

The normal return period for purchases made at Marks & Spencer, both in-store and online, is 35 days; sale items are not included. You have 14 days, unless otherwise specified, to return sale items that you bought online.

Items must be unused, in their original packing, and with a legitimate proof of purchase in order for you to return them. Items at apparel and home stores can be returned for a complete refund or exchanged.

Details of the Return window:

Returns are accepted for 35 days following delivery. The closest physical store or online from home are the two options for making the return. The refund will be handled in accordance with the original payment method, as specified below.

1. Wallet, Card, UPI, and Net banking: given due credit to the first payer directly
2. Payment upon delivery: Refund will begin as soon as we obtain the customer’s bank account information.
3. Refunds of loyalty points will be issued to the loyalty account.

The following are valid causes for Returns:

• The item is broken.
• Both the item and the delivery container are broken.
• The product is broken or malfunctioning.
• There are missing parts from the product or accessory.
• The goods ordered and the product description on the M&S platform are not the same.

All Returns must be done in their original, undamaged state.

• The item or items must be in unused and unworn condition.
• Items in multiple packs need to be returned as a group.
• You can return individual 3 for 2 goods, and you’ll get a refund based on the promotional price you paid.
• Any complimentary items that were part of the initial purchase have to be returned as well.
• Items (such as swimwear, undergarments, duvets, etc.) having hygiene seals must be returned with the seals intact.
• Tamper seals on beauty goods must remain intact upon return.

You have not changed, destroyed, or thrown away the price tag/bar code, brand tags, original package materials, or supporting accessories.

• No changes are made to the product.
• A return is being started using the same registered account and the original order under which the product was purchased, provided that the product’s serial number and bar code match our records.
• The product is free of offensive odors, perfume, stains, dents, scratches, tears, or other damage.
• If the product(s) were purchased as a set, they should be returned as a whole.

Our Return policy does not apply to the following items:

1. Products with broken seals, personalized items, beauty products, swimwear, shapewear, toiletries, jewelry, and/or decorative items fall under this category. Certain products could come with unique terms and conditions that are exclusive to them.

Goods listed as Last Chance to Buy that are priced at $990 or less cannot be returned.

• Any money paid for shipping or other similar fees that may occasionally apply will not be included in the refund that will be given to the user. But if a product is delivered with a flaw or damage (due to circumstances beyond our control and approved by us following thorough investigation at our sole discretion), we reserve the right to issue a refund.

List of goods that are not covered by our Returns Policy

• All or part of the original purchase price may be withheld from returns that are rejected, unfinished, unsaleable, or do not fulfill certain requirements.
• As a courtesy, our teams will evaluate each return using the standards listed below to identify the appropriate deductions.
• The remaining amount will then be refunded to you as an e-gift card. Your legal rights remain unaffected.
• Anything we can’t sell will go to Oxfam, one of our charitable partners. You may read more about our continuing collaboration here.

By using our visitor tracking and returns site, you can return goods that you purchased while visiting. All we’ll need is your order number and name.

Not Returnable Products:

Furniture, gift cards, hampers, face coverings, beauty products, bra accessories, duvets, earrings, flowers, food, food gifts, Food to Order, fruit baskets, mattress protectors, pillows, plants, single-use carrier bags, swimwear, toiletries, wine, non-branded toys and gifts, non-branded luggage, kitchen electrical goods, and any products with a seal that is broken. You may only return these products in compliance with your legal rights. Terms and conditions specific to certain of these products will be given at the time of purchase.

Unopened and with the security or hygiene seal still in place, certain products and electronic items may only be returned in accordance with our goodwill policy.

Lingerie and underwear
Underwear and lingerie can be returned as long as the product package is undamaged. As long as the tags and hanger, if applicable, are still in place, you can return an unpackaged item.

Swimsuits – Swimwear returns are accepted as long as the hygiene seals are still in place.

Presents
Gifts may be returned, however if you do so via postal service, your reimbursement will be handled back to the original payment method. A paper parcel summary will be issued with every online gift order, which you can return with your item. You must return any gift receipts you may have or get a credit receipt to one of our UK locations (not Outlet, Simply Food, BP and Moto service stations, hospitals, airports, or train stations). Your statutory rights remain unaffected by our goodwill return policy.

Exclusivity
Only returns via mail are accepted for fine jewellery, adult fancy dress costumes, maternity clothes, wedding and bridesmaid gowns, and any other items that were specified at the time of purchase. Kindly send these back in their original outer box, if possible.

Refund Policy:

• You can obtain a refund for the non-compliant product at the moment you file a return request or cancel your orders on the M&S Platform.
• You will only receive this kind of refund if we have received payment for the product.
  Please be aware that if you choose to return or cancel the products, the refund amount for any items that meet the requirements outlined above and are subject to cancellation or return will be handled seven business days after we confirm the product’s defect or noncompliance. This will happen after we verify and evaluate the products and the related documents.
• Only when all of the requirements listed below are met—such as the product being returned in its original packaging with the price tag still on it, the product’s original packaging, the brand-new outer packaging of the non-compliant product, and all of its accessories—will your refund be processed. For the avoidance of doubt, it is made clear that we will not issue a refund for any Product that our verification and assessment determines is not entitled for one.
• If a product does not meet the quality requirements outlined in the terms indicated below on our assessment upon its return, we reserve the right to reject a request for a refund.
• Cash refunds are not offered by us. The refund amount will be applied to the original payment method you selected or, if you choose, to your wallet (described below). When a transaction involves cash on delivery, the money will be reimbursed to the user’s selected bank account, which is kept in the user’s name that you gave us before the refund is processed.
• Refunds made using loyalty points will be credited to your account as loyalty points. If you used a coupon, code, or other promotional offer while placing your order, it is no longer useable, and we will not process a refund or handle any other claims related to it.
• Payment for shipping or any other fees that may occasionally apply will not be included in the refund that the user will receive. However, we may, at our sole discretion, reimburse the shipping costs to you if a Product is delivered with a defect or damage (for reasons attributable to, and acknowledged by us after appropriate verification at its exclusive discretion).