Returns of unwanted goods
We do not accept returns if you’ve simply changed your mind about the product you purchased, unless you placed your order through our website. If the Consumer Contract Regulations apply, you can cancel your furniture by notifying us, in writing, before delivery or within 14 working days, starting on the day after the date of delivery. A collection fee of £35 will be applied.
If you are looking to return a product, please speak with our Customer Care team. Once a return has been agreed, we will then discuss the method of collection for your order including any charges. Please note, if you wish to return your product to us yourselves, you may do so to our core showrooms only. These are Tottenham Court Road and Thurrock, which are clearly marked on our showroom locator. We are unable to accept returns to other showroom locations.
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 are processed upon receipt of the items back at our distribution centre or your nearest dwell showroom. 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 675 9090 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.
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.