Returns Policy

Information about Dunelm’s returns policy

UK consumers have statutory rights (i.e. rights protected by law) to return items that are faulty. There are also statutory rights to return certain goods purchased online, so called “cancellation rights”. These statutory rights are explained below.

Dunelm also offers customers return rights under our “Change of Mind” policy below. This allows you to return products (subject to exclusions) within 28 days of purchase if you change your mind. See details of our policy and applicable exclusions below.

Please note that where applicable, 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. Where any discount code has been used for any order, the discount amount will apply equally across all products purchased in that order, unless stated otherwise when placing the order. Where any refund is given, this will be up to the amount paid for the order only and will not include any amount saved using any discount code.

For details on how to return specific items, whether large items like furniture or smaller items like bedding, please see our “How to return an item” section below.

If you have any other questions, please take a look at our FAQs section below.

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.

Exclusions

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 and, if the item has a hygiene or security seal, with that seal intact:

• Mattress toppers

• Mattress and bedding protectors

• Duvets and duvet covers

• Pillows and pillowcases

• Throws & Blankets

• Mattresses

• Bedsheets

• 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. 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.

If you purchased a product from our online or in store Returns Outlet, due to the limited number of products available, we are only able to offer a refund or repair in the event the item is faulty and cannot offer a replacement.

If you purchase a product, either online or in store, at a discount due to minor damage or defects, we will clearly mark it as such and you are not able to return it as faulty unless the damage or fault is different to that which was made known to you at purchase.

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.

Dunelm’s Change of Mind policy - Returning a product because you changed your mind

We hope you’re happy with your Dunelm purchase, however, if you decide it isn’t right for you, you can return or exchange unwanted items within 28 days of purchase.

To return an item where you’ve changed your mind (after the statutory 14 day cancellation period if that applies to your purchase) you must:

• ensure the product is unused and in its original condition (including all packaging, and tags and hygiene and security seals intact – we are unable to provide a refund if a product’s hygiene or security seal has been removed, broken or visibly tampered with); and

• have your Dunelm receipt or order confirmation – without a Dunelm issued proof of purchase we are unable to provide a refund under our Change of Mind policy.

 We cannot accept a return under our Change of Mind policy for the following items:

• Personalised items or custom made products such as Made to Measure or Made to Order items including sofas and upholstery, curtains, blinds or accessories -

Each Made to Measure item or Custom Cut item are one of a kind and made just for you (and your window) and Made to Order items are bespoke to your requirements so we can only accept returns if they're faulty, damaged, or they haven't been made to the correct specification (allowing for a 1cm tolerance). This goes for online and in-store purchases, so we encourage you to try samples and ask any questions before you buy to make sure you'll be happy with the results. We hope it never happens, but if you do have a faulty, damaged or incorrectly made item, please follow the Returning a faulty item process below.

• Cut to length fabric.

• Perishable goods including food or drink items.

• Products sold as ex-display or “less than perfect”.

• Live plants.

• Gift cards or e-gift cards.

For health and hygiene reasons we are unable to offer “change of mind” refunds on the following items unless they are returned sealed and unopened in their original packaging and, if the item has a hygiene or security seal, with that seal intact:

• Mattresses, mattress toppers and bedding protectors;

• Duvets and duvet covers;

• Pillows and pillowcases;

• Bedsheets, bedspreads, throws and blankets;

• Toilet seats; and

• Paint and “paint your own” ranges.

Delivery charges are not refunded under our Change of Mind policy. Delivery charges for products will only be refunded where the whole order is damaged or faulty (or where the statutory 14 day cancellation period applies)  – see Statutory Rights section for more information.

Exchanges

For store purchases, to make an exchange, bring your item into a Dunelm store to exchange 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 Change of Mind policy listed above.

*Extended returns policy may apply at certain times of the year.

For online purchases, you can also place a new order for the desired product and return the unwanted item for a refund.

Please note that stores are unable to exchange online purchases.  Where applicable, we will process a refund enabling you to purchase an alternative product.

There are some items that we can’t exchange unless faulty. Read our Change of Mind policy above to find out more.

The Dunelm Change of Mind returns policy is in addition to and doesn’t affect your statutory rights.

Information on return routes

Faulty items can be returned to your local store for a refund (excluding furniture and large items) but cannot be exchanged.

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. Items can take 7-10 working days to arrive with us and be processed. We'll send you an email to confirm once your item had arrived, been inspected and a refund has been issued. For refund timescales, please see Refund FAQs below.

As above, the correct item must be returned to us before we are able to process a refund. In the event we do not receive the returned item(s) we are not obligated to provide a refund. Please keep you proof of postage until your refund has been received.

For online purchases - If you purchased online, you can make an in-store return to any store across the UK, via Evri parcel shop drop off or Home collection.

For in-store purchases (Including Click & Collect) - These can only be returned in-store. Please note, furniture and large items are not eligible for store return.

For paint purchases – please note our online return routes are not available for this product, this item can only be returned in store.

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 via Store: Large items, including large furniture, can be returned to your local store (store exceptions apply)*

*Please be aware that we cannot accept Large Furniture or Large item returns to our smaller stores:
Boston, Carmarthen, Crawley, Edinburgh, Grimsby, Halifax, Horsham, Isle of Wight, Jersey, Leeds Thorpe Park, Loughborough, Nuneaton, Peterborough, Scarborough, Bracknell and Westfield.

Returning via Home Collection: Item(s) should weigh more than 15kg and measures over 120cm in every direction

If you believe any sofa, mattress or furniture item is faulty, please contact us 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 statutory 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, in accordance with your statutory rights 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 as outlined above. We will request images of any damage or fault reported and inspect the item in your home to assess whether the item should be repaired or replaced.

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.

Please note that in accordance with our privacy policy, in order to facilitate a repair, your details will be shared with the independent repair company.

If the item cannot be repaired, we will arrange to collect the item free of charge and issue a replacement or refund if you choose to reject the item as applicable under your statutory rights. 

Refund Timescales

The time to receive a refund depends on when and how an item was returned and what method you used to pay.

If you purchased an item online and returned it via our drop off or home collection service, when the item(s) has arrived, been inspected and processes, you will receive an email to confirm your refund has been issued. Please allow 7-10 working days to receive your email.

Please note that all refunds will be made to the original payment method.  

Where mixed payment methods have been used (Gift Cards and Credit/Debit Cards, for example), we will need to process the refund in the order of Gift Cards, then Credit/Debit Card and then cash. 

Gift Card refunds will be issued to a new Gift Card or added to an existing Gift Card in store. 

Card Payment – 3-5 working days once the item has arrived with us. 

Klarna – The refund will be issued to Klarna within 3-5 working days of the item arriving with us. Please visit Klarna to track your refund from them. 

PayPal – The refund will be issued to PayPal within 3-5 working days of the item arriving with us. Please visit PayPal to track your refund from them. 

Creation – Credit - The refund will be issued to Creation Finance within 3-5 working days of the item arriving with us. Creation Finance will apply the refund to your account within 5-10 working days. Please visit Creation Finance or your Creation Portal for further information. 

ADR - Alternative Dispute Resolution

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 may refer your dispute to Alternative Dispute Resolution (‘ADR’). A list of Trading Standards approved ADR providers is available here. Please contact us for the details of the ADR provider with whom Dunelm is registered. There is no obligation on Dunelm to agree to ADR and any request will be considered on a case-by-case basis.