Statutory Cancellation Rights
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 from the moment you place your order until 14 days from the day of delivery of the goods (or if your order contains a number of items that are delivered separately, from receipt of the last item).
When cancelling and order under these Regulations you are responsible for the cost of returning the goods to us or our cost of collection if the goods are ones which cannot normally be returned by post.
We will refund the cost of the goods including the standard delivery charge once the correct item(s) have been received by us. We may make a deduction from the amount refunded to you if the goods have been used, parts are missing or the goods or their packaging has been damaged.
This right does not apply to the following items, unless they are faulty, damaged, missing or otherwise not in accordance with specification:
- Personalised items or custom made products such as our Made to Measure products including curtains, blinds and accessories. These products are made to your specification and we strongly recommend that you follow our Made to Measure Buying Guide and consult our Personalised Goods Terms and Conditions as relevant before committing to your order.
- Live plants
In addition, unless faulty, damaged, missing or otherwise not in accordance with specification, for health and hygiene reasons we are unable to offer refunds or exchanges on the following items unless they are returned unused and in their original packaging:
- Mattress toppers
- Mattress and bedding protectors
- Duvets and duvet covers
- Pillows and pillowcases
- Throws & Blankets
- Toilet seats
If you wish to cancel your order please follow our returns procedure below. Where goods have been received, you must return the goods to us within 14 days of cancelling your order. Alternatively, you may post us this form. to us at Dunelm Direct, Green Street, Radcliffe, Manchester, M26 3ED within the 14 day period.
Your statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected.
Returning a faulty item
Dunelm is committed to selling only high-quality products, but if an item is damaged or faulty on arrival or purchase we will happily refund, repair or replace it as described below.
If a fault develops within 30 days of purchase or delivery, as applicable, please return the item with proof of purchase (Dunelm issued proof of purchase or other proof of purchase such as a bank statement) and we’ll happily replace or refund it.
After 30 days from purchase or delivery, as applicable, we’ll repair or replace the faulty item on receipt of the item and proof of purchase. If a repair or replacement is not possible, you will be entitled to a refund.
After 6 months your statutory rights require you to prove the fault existed at the time of purchase/delivery. If you are able to evidence this, we will repair or replace the affected item and if this is not possible you’ll be entitled to a refund although this amount may be reduced for any fair use.
Please note that we will only refund the delivery charge if the whole order is damaged or faulty. Please contact us to organise a refund or replacement. You can fill out our online form or you can speak to one of our colleagues through our Live Chat service. Just open the 'live chat' icon in the bottom right-hand corner of the Contact Us page. Available Monday-Friday 8am-8:30pm, Saturday 8:30am-5:30pm and Sunday 9am-4:30pm.