- Returns and Cancellation Policy
Returns and cancellations
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Dunelm is committed to selling only high-quality products but we understand there may be a time when you need to exchange or return something you've bought.
We will willingly refund or offer an exchange on any unused product returned within 28 days of purchase, provided you can show us your receipt and the product is in its original, re-saleable condition.
Please note that all refunds will be made back to the original tender type. For your protection, refunds to credit or debit cards will only be processed if the cardholder is present.
If you don't have your receipt, we will still be happy to exchange any product you have purchased from us, or to offer you a credit note. The exchange or credit note will be to the value of the returned product's lowest retail price in the last twelve months.
Please note that credit notes are valid for two years and are redeemable at any Dunelm store, and that they may not be used for the purchase of gift vouchers.
Returning a purchase
You can return an online or telephone order in the following ways:
1. The quickest and easiest way is to return your order to a Dunelm store.
- Simply use our Store Locator to locate your nearest store.
- Take the product(s) and despatch note, with the payment card used to purchase,
to the Customer Services desk where your purchase will be refunded or an exchange arranged
- If you return a product that was ordered using PayPal, you will be issued with a credit note for the value of the item.
2. Return via
Collect+ has parcel drop points in over 5,000 local convenience stores across the UK. Most are open early until late, 7 days a week, so you can return items for free at a time and a place that suits you.
To return an item to Dunelm for FREE using Collect+
Follow these 3 simple steps:
- Complete the returns form provided with your delivery and enclose with your parcel. Wrap your parcel securely.
- Write your order number in the space provided on the Collect+ label supplied and stick it on your parcel ensuring that the original delivery address is covered.
- Simply take your parcel to one of over 5,000 local stores offering the Collect+ service. You can find your local store by visiting www.collectplus.co.uk/Dunelm You'll receive proof of postage and a code to track your return online.
Your parcel must weigh less than 10kgs and be no larger than 50cm x 30cm x 30cm to be eligible for Collect+ returns.
3. Returning a large item
If your parcel weighs more than 10kg and is larger than 50cm x 30cm x 30cm, please contact us so that we can arrange for collection.
Returning items bought in-store:
Take the product(s), receipt and card used for purchase to the Customer Services desk where your purchase will be refunded or an exchange arranged.
For your protection, refunds to credit or debit cards will only be processed if the cardholder is present and signs the refund receipt.
There are a number of exclusions from our standard returns policy (detailed above) due to the nature of some of the products we sell.
Made to Measure products
Made to measure curtains, blinds and accessories are custom made to your specification. We strongly recommend that you follow our Made to Measure Buying Guide before committing to your order. Your order is subject to a 48-hour cooling off period. During this time it will not be processed and you may cancel your online or telephone order by calling our Customer Services team on 0344 346 0022, or for purchases made in store please call the store directly. You can find their number on the top of your receipt or by using the Store Locator. After this 48 hour period we will begin to make up your order and any cancellations after this point will only be refunded to a maximum of 50% of the order value.
Fabric & ancillary products
As all fabric is cut to length for each individual order, once cut we cannot refund fabric orders. That's why we provide a FREE sample service which we strongly recommend you use before placing your fabric order.
Mattresses, mattress toppers or protectors, duvets, pillows, throws and blankets
For health and hygiene reasons we are not able to accept returns on these items unless unopened and sealed in original packaging or if faulty.
Made to order upholstered sofas and chairs
Our upholstered furniture products are made to order, therefore they can only be returned under our 28 day policy if faulty or not made to the specification given. We strongly recommend ordering a free fabric sample first to ensure colour and texture accuracy. Viewing fabrics on a screen does not offer a true representation, as monitors vary in brightness and colour saturation. For our full terms of purchase click here.
Food, drink and other perishable items
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online or by phone, your consumer rights entitle you to cancel your order and obtain a full refund if you request one within 14 days after delivery of the goods (or if your order contains a number of items that are delivered separately, from receipt of the last item). With the exception of upholstered furniture, to which statutory cancellation rights do apply, this does not apply to the products listed as exclusions above unless they are faulty, damaged, missing or otherwise not in accordance with specification.
If you wish to cancel your order:
- If we haven't yet dispatched your order, please contact us by phone or email and tell us that you want to cancel. Alternatively you can complete our Cancellation Form and return by post.
- If you have received the goods, the easiest way is to follow the process for returning goods described above. You must return the goods to us within 14 days of cancelling your order. If the goods exceed the dimensions accepted by the Collect + service (see above), please contact us to arrange for collection. The deadline is met if you send back the goods before the 14 day period has expired.
- Alternatively you may send us this form. Please print the form, complete the details and post it to us at Dunelm Direct, Green Street, Radcliffe, Manchester, M26 3ED within the 14 day period.
If you cancel your order, we will refund the cost of the goods including the standard delivery charge (this may be less than you have paid if you have chosen express delivery). We may make a deduction from the amount refunded to you to reimburse us for any loss in value of the goods if you have handled them other than to the extent necessary to establish their nature, characteristics or functioning - for example if the goods have been used, parts are missing or the goods or their packaging have been damaged.
We will process your refund without delay and not later than 14 days after we receive the goods back from you, or (if earlier) that you provide evidence that you have sent the goods back to us. If you cancel your contract before goods have been sent to you, we will process your refund no later than 14 days after the date upon which you informed us about your decision to cancel your order.
All refunds will be processed using the same means of payment used for the initial transaction. For items purchased online using PayPal and returned to store for a refund you will be issued with a credit note.
Your statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected.
Dunelm has a legal obligation to sell goods to you in accordance with the contract we have agreed with you.
Online or telephone orders
If any item that we deliver to you arrives damaged or is faulty, or is otherwise not in accordance with our contract with you, then we will happily replace the item for free or refund the item. Please note that we will only refund the delivery charge if the whole order is damaged or faulty.
In store purchases
If any item we sell is damaged or is faulty, or is otherwise not in accordance with our contract with you, then we will happily replace the item for free or refund the item.
Please note that all refunds will be made back to the original card used to make the purchase.
For items bought on-line or via the telephone, and returned via Collect+ or a collection, your refund will be processed when the product is received by us in its original packaging and in a re-saleable condition, with a completed returns label. This may take up to two weeks.
For items returned to a Dunelm store, the refund usually takes around 3-7 working days to reach your account, depending on how quickly your credit/debit card company processes the refund.
For items purchased online using PayPal and returned to store for a refund you will be issued with a credit note.
If you don't have your receipt or despatch note, we will still be happy to exchange any product you have purchased from us, or to offer you a credit note. The exchange or credit note will be to the value of the returned product's lowest retail price in the last twelve months. Please note that credit notes are valid for two years and are redeemable at any Dunelm store, and that they may not be used for the purchase of gift vouchers.