Which products are excluded from the refunds policy?

At M&S we offer a 'goodwill' policy. This is in addition to your legal rights. As it is a discretionary policy, there are some exclusions:

  • Flowers and plants
  • Wine
  • Food, food gifts, Food to Order and Lunch to You
  • Hampers
  • Fruit baskets
  • Gift cards
  • Non-M&S branded toys
  • Beauty*
  • Earrings
  • Duvets* and pillows*
  • Lingerie (not including bras) and bra accessories
  • Made to measure orders
  • Gifts and personalised items
  • Any products with a seal, where the seal is broken

These products can only be returned in accordance with your legal rights (for example, if they are not fit for purpose or not as described).

Some of these items may have their own terms and conditions, which will be provided to you at the time of purchase.

Swimwear can be returned as long as any hygiene seals are still intact.

*Please note: beauty, filled bedding products such as duvets, pillows and electronic items can be returned under our goodwill policy if they are unopened and have the security seal intact.

Bridesmaid dresses and adult fancy dress costumes can only be returned by post. Please return these with their hangers, protective coverings, carriers and wherever possible, in the original outer packaging.


Our normal M&S Goodwill refund process does not apply to this product. A full refund or exchange for unwanted unused items which are in their original packaging can be processed within 35 days of receipt of the item, with a valid proof of purchase. Your legal rights to a refund or exchange are unaffected by the above. Your product may be subject to an extended warranty. Please contact the named brand directly for more information. Please retain your receipt. Returns even if faulty, cannot be refunded or exchanged without valid proof of purchase.

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