Business customers only

This policy explains Marren’s operational returns process and must be read with Marren’s Business Terms of Sale & Service. If there is a conflict, the Business Terms prevail. This policy does not apply to consumers and does not limit any right or remedy that cannot lawfully be excluded or restricted.

Damaged parts, units and equipment

Inspect the external packaging and Goods promptly at delivery. Record visible damage or shortage in reasonable detail on the carrier’s delivery record before signing, and notify Marren in writing on the day of delivery.

Report damage that was not reasonably apparent at delivery within 2 Working Days and no later than 4 calendar days after delivery.

What to include

• Business name and contact details.
• Order or invoice number.
• Delivery date and carrier consignment number.
• Product description, model and serial number.
• A clear description of the damage.
• Photographs of the whole unit, each side of the external packaging, internal packaging and protection, the shipping label, pallet where applicable, and the damaged area.
• A copy or photograph of the proof of delivery, where available.

Protect the evidence

Keep the Goods and all packaging available for inspection or collection. Do not install, operate, repair, alter, return or dispose of them without Marren’s written agreement, except where reasonably necessary for safety or to prevent further loss.

A late or incomplete report does not automatically remove every remedy. However, a transit-damage claim may be declined or reduced to the extent that the delay, missing evidence, disposal of packaging, installation, use or alteration materially prejudices Marren’s ability to verify the cause, inspect the Goods or pursue the carrier.

See clause 6, Inspection, shortages and delivery damage, in the Business Terms of Sale & Service for the legally operative wording.

Discretionary returns

Before returning any Goods, the Customer must obtain a returns authorisation number and follow Marren’s packing and carriage instructions. Unauthorised returns may be refused and returned at the Customer’s reasonable cost.

Requests to return correctly supplied, non-faulty stock Goods must be made within 30 calendar days after delivery and are subject to Marren’s written approval, condition checks and a 25% restocking charge. After authorisation, the Goods must be returned within 14 days.

These time limits govern discretionary returns only. They do not automatically extinguish a valid claim for transit damage, breach of contract, latent defect or warranty.

Correctly supplied, non-faulty PCBs and special-order Goods are not eligible for discretionary return unless Marren agrees otherwise in writing. This restriction does not apply where the Goods were damaged in transit, incorrectly supplied, misdescribed, defective or otherwise in breach of the Contract.