If your Morphy Richards product arrives damaged, this guide explains what to do, how to arrange a return, and how to get a refund or replacement as quickly as possible.

We’re sorry to hear your item has arrived damaged. While this doesn’t happen often, we understand how disappointing it can be and we’ll do our best to put things right as quickly as possible.

This guide explains what to do if your order arrives damaged, how to arrange a return through our Returns Centre, and the information and photos we need to resolve your request without delay.

Damaged on delivery – what does it mean?

An item is considered damaged on delivery if damage is visible when it arrives, including:

• Damage to the outer carton or parcel (for example, crushed corners, splits, tears or punctures)
• Broken or displaced internal packaging
• Visible damage to the product itself, such as cracks, dents, or broken components

If you notice any damage, please do not use the item and keep all original packaging.

Step 1: How to report a damaged-on-delivery item

All damaged-on-delivery cases must be logged through our Returns Centre.

When completing your request, please use the description box to clearly explain what has happened. This helps us assess your case accurately and avoid unnecessary delays.

Please also confirm whether you would prefer:

• A refund, or
• An exchange / replacement

Example:

“My microwave arrived damaged on delivery. The outer box was crushed and the door is cracked. I would like a replacement.”

Step 2: What photos we need for damaged-on-delivery claims

Providing clear, detailed photos at the time you submit your request allows us to assess the damage quickly and guide you through the next steps.

Please include photos of all three areas below.

1. External packaging & parcel label

• The outside of the box, including any visible damage
• The courier label, clearly readable

Example:
 

2. Internal packaging

• How the product was packed inside the box
• Any broken, cracked, or displaced protective packaging

Example:

3. Damage to the product

• Clear photos of all visible damage to the item
• Where possible, include both a close-up and a wider image for context

Example:

📸 Photo tips:

• Use good lighting
• Keep images in focus
• Avoid cropping too tightly

What we can’t assess without photos

Without clear photos, we may be unable to:

• Confirm whether damage occurred in transit
• Assess the extent of the damage
• Approve a refund or replacement without requesting further information

This can delay the resolution of your request. Providing photos when you first contact us helps us move straight to the next step.

What happens after you submit your damaged-on-delivery request

Once your request has been submitted:

1. Our team will review the information and photos provided
2. We’ll assess the damage and confirm eligibility
3. We’ll contact you with clear guidance on returns and your chosen refund or exchange

Our aim is to resolve damaged-on-delivery cases as smoothly and efficiently as possible.

Need help with a damaged delivery?

If you’re unsure what to upload or need assistance completing your request, contact our Customer Support team who will be happy to help.