1. Eligibility for Returns

We accept returns in the following circumstances:

Change of mind: Notify us within 14 days of receiving your product to process a return for any reason.

Damaged, defective, or incorrect items: Contact us within 30 days of dispatch if your item arrives damaged, faulty, or not as ordered.

Please note, items returned due to misuse may not qualify for a refund or exchange. Your statutory rights remain unaffected.

Hygiene-related restrictions: Due to hygiene concerns, we cannot accept returns or exchanges of used or opened bedding, including but not limited to duvets, pillows, mattress toppers, or similar items.

2. Returns Process

To initiate a return, please follow these
steps:

1. Visit the 'Help' section of our Site and contact us with details of your return request.
2. For damaged, faulty, or incorrect items, please provide evidence such as a photo where applicable.
3. Once approved, you will receive a return reference number and instructions on how and where to return your item(s).

Returns must be sent back to the advised address, clearly marked with the provided reference number, and within the timescales outlined below.

3. Conditions for Refunds or Exchanges

• Items must be returned in their original and undamaged packaging, including all parts, accessories, and manuals where applicable.
• Non-faulty items must remain unused and unopened.
• For faulty or damaged items, we may offer a replacement, repair, or refund after inspecting the returned product. Refunds will be processed to your original payment method.

Refunds or exchanges for promotional items may be subject to additional terms. For multi-buy offers, all items from the promotion may need to be returned to qualify for a refund or a suitable replacement.

4. Customer Responsibilities

• You are responsible for the costs involved in returning non-fault items. For faulty, damaged, or incorrect items, return costs will be refunded where applicable.
• Please obtain proof of postage for all returns. We cannot accept liability for items lost in transit without proof of postage.
• Returned items must be handled with reasonable care to avoid damage during transit.

5. Returns Timeframes

• Notify us of your intent to return within 14 days (change of mind) or 30 days (damaged, defective, or incorrect items) of receipt.
• Ensure products are returned in time to reach us within 30 days of informing us of the return.

If products are not returned within the stated timeframe or in acceptable condition, we may deem the return void and reserve the right to withhold any refund or replacement.

Contact Us

If you have any questions about the returns process or require assistance, please contact us via the 'Help' section on our Site.

We appreciate your understanding and cooperation to help us process your return efficiently.

Thank you for choosing That Home Shop!