Returns and Refunds
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 quickly.
This right is limited to 30 days from the date you buy your product. After 30 days, you will not be legally entitled to a full refund if your item develops a fault, although some sellers may offer you an extended refund period.
We want you to be happy with your purchase. However, we know from time to time items may need to be returned for a replacement, exchange or even a refund. When any of these occur all you need do is notify us within 14 days of receipt of the goods with the reason. We can then arrange for a replacement, exchange or refund.
When you receive your goods please ensure that you check the item(s) fully within 14 days or within 28 days for EU / International deliveries and inform us of any problems.
If the item(s) requires assembly please check all components thoroughly for any damage and notify us immediately of any issues. Please ensure you’re happy with the item prior to starting assembly as items partially or fully assembled cannot be returned.
We reserve the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were received.
Under the Consumer Contracts Regulations (which replace the Distance Selling Regulations) purchasing online or by phone, entitles you to request a full refund upon receipt of a written request within 14 days starting the day after the day of receiving the goods. You have right to open the item but are under a duty of care to ensure that the item is not used, assembled or damaged in anyway and that all packaging is returned.
Refunds can only be made back to the card used to make the original purchase and once your return has been approved we will only process the refund within 5-7 working days.
Please remember that card refunds may take up to 10 working days for your bank to complete, depending on their processing time. This can vary greatly between card issuers and unfortunately we are unable to influence this.
If a refund is being requested we will process the refund once the returned items have been received and inspected at our Distribution Centre or at your nearest dwell store.
Should the item have been purchased using a dwell gift certificate the amount being refund will be re-issued as a new gift certificate.
If your item was purchased using cash the refund will be made by cheque with a processing time of up to 2 weeks.
Returning an Item
We do not offer a free returns or collection service nor do we refund any postage cost you may incur to return the goods. If returning an item by mail we recommend that you request a proof of postage.
Items requiring collection will incur a charge equal to the cost of making a delivery to the postcode we are collecting from (see delivery page for charges). When processing your return we will book a convenient date for collection with you when taking the payment. Faulty or damaged items are replaced without the collection fee.
If the item is being returned as unwanted you must notify us within 14 days of receipt of the item. The item must be returned in an unused condition, which includes being in the original, unmarked and undamaged packaging. Unwanted items must not have been used or assembled in any way. We retain the right to refuse a refund on any item found to have been used.
Ex-Display/Clearance items – see store page for Clearance locations
Clearance or ex-display items are only available in a dwell store or at our DC clearance area. 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.
Damaged or Faulty Goods
If your purchase arrives damaged or is faulty please contact our Customer Care team on 0345 675 9090 within 30 days of receipt of goods. Our Customer Care lines are open from Monday-Friday 9am - 6pm. alternatively you can email us at [email protected]
If a repair is required this will be carried out within a reasonable time (usually within 28 days).
Refunds will be issued in reasonable time (usually within 7 days) after satisfactory receipt of the returned goods.
None of the above affects your statutory rights.
Sometimes we are able to resolve your issue is to and repair the item in your home. To do this 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 do not dispose or attempt to repair a damaged item until you have spoken with one of our Customer Services Team and we have agreed this in writing, usually by email, that it is okay to do so.
- We offer a 10-year guarantee on our sofas 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.