Returns and Refunds
We've extended our returns policy for Christmas. Anything purchased between the 1st October - 24th December 2022 can be returned or exchanged until 28th January 2023.
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.
Please note, items must:
- Be unused and in their original condition (including all packaging and tags intact)
- Have proof of purchase such as receipt or order confirmation. Without proof of purchase, we are unable to provide a refund or exchange. This does not affect your statutory consumer rights.
- There are some items that we can't return or exchange unless faulty. Read our returns policy to find out more.
Returning a small item
Anything that weighs less than 15kg and measures under 120cm in every direction*
*Includes small furniture items that weigh less than 15kg and measures under 120cm in every direction
Returning a large item
Anything that weighs more than 15kg and measures over 120cm in every direction
The time to receive a refund depends on when and how an item was returned. If you return:
Refunds for online purchases: how long do they take?
The time it takes to get your refund depends on when we receive the item at one of our stores or store support sites. Here’s how it works:
In-store returns (eligible items only, including Click & Collect): 3-5 days depending on your card provider
Evri parcel shop returns (eligible items only): 3-5 days once the items arrives at our depot
Home collection returns (furniture and large items): 3-5 days once the item arrives at our depot
Please allow a few days for parcel shop drop-offs and home collection items to reach us and be processed. We’ll let you know as soon as this happens.
Please note that all refunds will be made to the original payment method.
If you believe any sofa, mattress or furniture item is faulty, please contact us on 0345 165 6565 as soon as you become aware of a fault. If your order was over £199 the agent you contact will ask for photos of the damage. To save time it’s best to take these before contacting us.
Please leave mattresses sealed and unopened in their original packaging until you are sure you wish to keep it. For health & safety reasons, once mattresses have been unwrapped, they cannot be returned unless they are faulty. This does not affect your legal rights.
If your sofa, mattress or furniture item is deemed to be faulty within 30 days of receipt, where possible we will offer for the item to be repaired or replaced, however you are also able to reject the item and receive a full refund.
After 30 days from delivery you have the right to a repair or replacement of a faulty item. We will request images of any damage or fault reported and inspect the item in the home to assess whether the item should be repaired or replaced under the Consumer Rights Act.
We will arrange for an independent expert to contact you to arrange to inspect the item in your home. Where possible they will arrange for the fault to be repaired. Full details can be found here.
If the item cannot be repaired, we will arrange to collect the item free of charge and issue a replacement or full refund if you choose to reject the item as applicable under the Consumer Rights Act.
To make an exchange, bring your item into a Dunelm store for the product you want (subject to availability). We can exchange an item up to 28 days after purchase* if it meets the conditions of our returns policy listed above.
*Extended returns policy applies.
For online purchases, you can also place a new order for the desired product and return the unwanted item.
There are some items that we can’t exchange unless faulty. Read our return policy to find out more.
If any item that we deliver to you arrives damaged or faulty, we will happily replace or refund it.
Refunds and replacements - 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 call our team on 0345 165 6565, please note due to a high volume of calls it may take us a little longer to respond.
Please note, faulty items can be returned to your local store for a refund (excluding furniture and large items) but cannot be exchanged.
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. This does not affect your statutory rights.
If you are unable to return in-store, then please contact us so we can agree the best way for you to return your item(s).
Please note, if you purchased an item online or by phone and returned it via our collection service, your refund will be processed when the item is back with us and has been logged. At the moment this can take up to 21 days. We'll send you an email to confirm once your refund has been processed, and it can take 3-5 days for the funds to reach your account if you paid by card, or up to 28 days if you paid using PayPal.
If you have made a complaint and have exhausted all the options provided by Dunelm, or you are not satisfied with the resolution we have provided, you have the right to refer your dispute to Alternative Dispute Resolution. You can find a list of Trading Standards approved ADR providers at here.