Returns and Refunds

Right to cancel - Cooling Off Period. Where you purchased Products* exclusively via our Website or Websales and have not seen them in a store prior to purchase, then you are entitled to change your mind and cancel your Contract up to 14 days after delivery.

You will be entitled to a full refund of the price paid for the Products plus standard delivery costs; however, we are entitled to reduce the amount of any refund to reflect any reduction in the value caused by you or if you have failed to take reasonable care when handling the Products, and express delivery charges above the standard rate will not be refunded.

* Your rights to cancel during the Cooling Off Period excludes:

* Your rights to cancel during the Cooling Off Period excludes:

i) Bespoke items custom made to your specification.

ii) Mattresses which have been unsealed, due to their intimate nature. All mattresses are delivered sealed in clear plastic wrapping that will allow for inspection. Any mattresses that have been unsealed will be deemed as having been used. Therefore they cannot be returned for any reason other than because they are not as described or are not of satisfactory quality.

iii) Self-assembly items that have been damaged during assembly.

iv) Purchases made in-store or where you have inspected the Product prior to purchase.

If the Cooling Off Period applies and you wish to cancel please contact us in writing as soon as possible. If you are exercising your right under this clause you must arrange for the return of the Products to us showing no evidence of use within 14 days of you telling us you wish to cancel the Contract. Whilst the Products are in your possession you must not handle them beyond what is necessary to establish their nature, characteristics and function. It is your responsibility to return any Products to our central delivery point in a good condition and we ask that you return the Products in appropriate packaging such as to prevent damage in transit. DFS recognises that many customers do not have the means to return Products themselves, and so we can arrange collection during normal business hours (Monday to Friday). A charge of up to 20% of the price of the furniture will be made to cover the cost of collecting the items. This charge is calculated according to the number of items to be returned, the availability of a delivery vehicle, your location and complexity of removal. We may also charge you for any usage of the Product prior to collection by us so you should try not to use the Product whilst it is in your possession.

Ex-display or clearance products

Clearance or ex-display products are only available in selected dwell showrooms. Items must be fully inspected prior to purchase. Discount is based on the condition of the item. These items are not available for home delivery and only applicable to a 2-year structural guarantee.

Refunds

Refunds are processed upon receipt of the items back at our distribution centre. Refunds can only be made to the same card used to make the original purchase. If you bought a product using a dwell gift certificate, the amount being refunded will be re-issued as a new gift certificate. If you used cash, the refund will be made via BACs refund.

Damaged products or defective products

Every effort will be made to ensure that the products you have ordered arrive undamaged and without defect.

Please open and check your order within a reasonable time (usually 5 days) from receipt of your products and inform us of any transit damage problems immediately. All items and parts of items must be checked for any damage prior to assembly.

If your furniture arrived damaged or is faulty, please contact our Customer Care team on 0345 013 0515 within 7 days of receipt of the products.

Our Customer Care opening times can be found here. Alternatively you can email us at [email protected].

Please note: we would normally ask for images of the defective product to be emailed to us so we can speed up a resolution for all our customers.

Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund - as long as you do this within a specific time-frame. This right is limited to 30 days from the date you take ownership of your product. After 30 days, you will not be legally entitled to a full refund if your item develops a fault.

Repairs

Sometimes we are able to resolve your issue and repair the product in your home. To do this, we work with several furniture repair companies who will typically do a home visit within 7 days of being notified of an issue. They will evaluate the fault and provide us with their independent assessment. If the issue is confirmed as a product fault, we will instruct the company to go ahead and repair or, alternatively, replace the faulty product.

Disposal of damaged products

Please do not dispose or attempt to repair a damaged item until you have spoken with one of our Customer Care team members and we have agreed in writing, usually by email, that it is okay to do so.