My Morphy Richards Order Arrived Damaged – What Should I Do?

If your Morphy Richards order has arrived damaged, we're sorry to hear this.

To help us assess the damage and arrange the appropriate next steps, please report the issue through our online Returns Centre and provide clear photographs of the product and its packaging.

Please do not use an appliance that appears damaged or unsafe. Keep the product, any damaged components and all original packaging until we've reviewed your request.

What Counts as Damage on Delivery?

Damage on delivery may include:

• A cracked, broken or dented appliance.
• Broken components or visible damage affecting the product.
• Crushed, torn or punctured outer packaging.
• Broken or displaced protective packaging inside the parcel.

If only the outer packaging is damaged but the product itself is unaffected, this doesn't necessarily mean the appliance is faulty or needs replacing.

Please carefully inspect the product for visible damage before deciding whether a return is necessary.

If an accessory is missing or damaged but the main appliance is otherwise unaffected, please see our Missing or Damaged Accessories guide. We may be able to help without requiring the entire appliance to be returned.

Step 1: How Do I Report an Item Damaged During Delivery?

If you purchased your order directly from the Morphy Richards website, please submit your request through our Online Returns Centre.

1. Open the Returns Centre.
2. Enter your order details as requested.
3. Select the affected product and the appropriate return reason.
4. Explain the damage in the description box.
5. Upload clear photographs of the damage and packaging.
6. Submit your request for assessment.

Please also confirm whether you would prefer a refund or replacement.

For security and order verification, you must use the same email address provided when placing your order.

Submitting a request does not automatically authorise a return. Our team will review the information and advise you of the appropriate next steps.

Step 2: What Photographs Do I Need to Provide?

To help us assess the damage and investigate any potential courier handling issues, please provide photographs of the following three areas.

1. External Packaging and Delivery Label

Please provide photographs showing:

• The complete outside of the parcel or shipping carton.
• Any dents, tears, punctures, crushing or other visible damage.
• The courier's delivery label, with the tracking details clearly readable.

Where possible, include a photograph of the entire outer box and a close-up of any damage.

Example: 

Photograph the complete outer box, including any visible damage and the courier label.

2. Internal Packaging

Please provide photographs showing:

• How the product was packed inside the box.
• The protective inserts, padding or other packaging materials.
• Any broken, displaced or damaged internal packaging.

This helps us understand how the product was protected during delivery.

Example: 

Photograph the protective packaging and how it was positioned around the product.

3. Damage to the Product

Please provide photographs showing:

• The complete product.
• A close-up of each damaged area.
• Any broken, cracked, detached or damaged components.

Please ensure the photographs clearly show the damage and the affected part of the appliance.

Example: Damage to the Product

Photograph the complete appliance and a close-up of the damage.

Tips for Taking Clear Photographs

• Use good lighting so the damage is clearly visible.
• Make sure your photographs are in focus.
• Include wider photographs as well as close-ups.
• Avoid cropping images so tightly that we cannot identify the affected area.

Please keep all original packaging and damaged components, as these may be needed for further assessment or collection.

What If I've Already Disposed of the Packaging?

If you've already disposed of some or all of the packaging, please still submit your request with the photographs and information you have available.

Explain in the description that the packaging is no longer available.

We may need to request additional information to assess the damage, but the absence of packaging photographs does not automatically prevent us from reviewing your request.

Step 3: What Happens After I Submit My Request?

Once your damaged-on-delivery request has been submitted:

1. Our Customer Support team will review the information and photographs provided.
2. We may contact you if further details or additional images are required.
3. We'll assess the damage and determine the appropriate resolution.
4. We'll provide instructions for any return or collection that may be necessary.

Depending on the circumstances, the resolution may involve a replacement, refund or another appropriate remedy in accordance with your consumer rights.

Please do not arrange your own return or dispose of the damaged product until we've provided instructions.

Providing clear photographs and a full description when submitting your request helps us assess the issue without unnecessary delays.

What If Only an Accessory Is Damaged or Missing?

If the main appliance is undamaged but an accessory has arrived broken or is missing from the box, you may not need to return the entire product.

Please follow our Missing or Damaged Accessories guide.

We'll review the information and, where possible, explore whether the affected accessory can be supplied separately.

What If I Purchased My Product from Another Retailer?

If you purchased your Morphy Richards product from another retailer, such as Amazon, Argos or a supermarket, please contact the retailer directly regarding damage identified on delivery.

The retailer is responsible for handling your statutory consumer rights in relation to your purchase.

If only an accessory is missing or damaged, please also review our Missing or Damaged Accessories guide to see how we may be able to assist.

Need Further Help?

If you purchased directly from Morphy Richards and are having difficulty submitting your damaged-on-delivery request, please contact our Customer Support team.

For security and order verification, you must contact us using the email address provided when placing your order.

Please include your order number, a description of the damage and any available photographs to help us review your enquiry.