Our Returns and Refund Commitment
We want you to be happy with your purchase. However, we know that from time to time items do need to be returned so we have made it hassle free. All you have to do is simply return the product to one of our stores or contact us within 14 days following the instructions below and we'll be happy to exchange, replace or refund your item(s).
On receiving your goods please open and check your order within 7 days and inform us of any problems. If assembly is required please check all components thoroughly for any damage and notify us immediately.
Items partially or fully assembled cannot be returned.
Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt.
Items requiring collection will be only collected on the next delivery date in your area. In addition, we do not offer free returns and collection service or refund any postage cost. If returning you purchase by mail we recommend that you get proof of postage.
Unwanted items must be returned in a fully resalable condition, which includes being in the original, unmarked and undamaged packaging within 14 days of receipt. Items must not have been used or assembled in any way. Dwell retains the right to refuse a refund on any item not deemed to be resalable.
Damaged or Faulty Goods
If your purchase is faulty or damaged please contact our Customer Care team on 0345 675 9090 as soon as possible so we can discuss a resolution. Where possible we will collect and redeliver at the same time to minimise inconvenience. Our Customer Care lines are open from Monday-Friday 9am - 6pm. Alternatively you can email us at email@example.com, we would be more than happy to help you resolve any issues.
Once the item is received back and checked the refund will be issued usually with 5 days to the original payment card method.
We work with several furniture repair companies who will endeavour to complete a home visit within 14 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 if uneconomical to repair.
Disposal of Damaged Products
Please never dispose or attempt to repair a damaged item until you have spoken with one of the team and you have it agreed in writing (email) to do so.
- We offer a 10-year guarantee on our sofas covering against manufacturing defects on the construction of the frame and frame springs.
- We also cover your sofa for 2 years against any defects which may arise under normal use and through faulty factory workmanship including sofa bed and recliner mechanisms.
- We offer a 2 year guarantee on all occasional, dining and bedroom furniture under normal use.
- Mattresses have a 5 year guarantee under normal use.
- Guarantee starts from the day of delivery.
This does not affect your statutory rights.