Refunds & Exchanges
We hope you will be satisfied with any product purchased on our website, but if you wish to return a product to us for any reason you may do so within 14 days of the delivery date. It must be in a saleable condition and in its original undamaged packaging, with tags, labels and accessories. We will refund the price of the product to the purchaser, but we will consider the overall condition of the product being returned when making a refund. Where we are happy to offer a refund or exchange however this can only be dealt with through our internet site and cannot be completed at any local TJ Hughes store. We will refund your original delivery charges only where an item is deemed to be faulty/damaged or unfit for intended purpose within 6 months of delivery, but not where an item is simply unwanted.All our courier collection services operate on a Mon-Fri rota, and we regret that it will not be possible for us to offer a weekend collection service, irrespective of circumstance.Your statutory rights remain unaffected.
Please let us know if you wish to return an item within 14 days of receipt by following the instructions within your proof of purchase email. You will be required to return the items to our returns department. If you require assistance with this we can arrange for a courier to collect the parcel, we will deduct the cost of this from your refund. The standard collection charge is £10 but this will increase depending on the item being returned (please see below)
|Standard Parcel (Small Item)||£10|
|Recliner Chair / Direct Delivery Item||£25|
If you do not return the item as instructed within 14 days of cancellation, we may make a charge in respect of the cost of recovering (or attempting to recover) the item. Please note that your right to return an item does not apply to certain items unless the item has a manufacturing fault. These items include:
- CDs, DVDs, videos and computer software where the product is not sealed and unopened as we cannot make sure in these circumstances that copies of the product have not been made
- Items which cannot be resold for health and hygiene reasons once unwrapped (for example underwear, body jewellery, mattresses, sofabeds, divans and personal grooming products)
- Flat pack furniture that has been partially or fully assembled.You are required to take reasonable care of items.
Please return an item with its original packaging, undamaged if possible, and all of its components. We will then offer you a refund in accordance with our refund policy. If you do not return an item after our reasonable attempts to recover it, you will be deemed to have accepted the item, at which point a new purchase contract will be made and you will be charged for your order at the price then set out on tjhughes.co.uk. This does not affect your statutory rights. We recommend that you obtain proof of delivery for any item that you return as faulty, as this will be required in the event that your parcel does not reach us.In an instance where a parcel does not reach us and proof of delivery cannot be produced, we regret that we will be unable to offer a refund.
Some, but not all, items are sold with 12 month warranties. For some items you can also choose to purchase an extended warranty when you place your order. If you have any problems with your purchase we can offer help and assistance. Please contact our customer service department on 0845 605 1912. If an item is deemed faulty we can arrange for a free collection using our courier service, if however it is more convenient for you to send the parcel back via Royal Mail or any other delivery service we will reimburse you to the value of £10.00, please note we cannot offer a postage refund in excess of this amount.
If we arrange for an item to be inspected or repaired, please also send a copy of the proof of purchase email or store receipt. Failure to show that you have purchased the item from us may result in the repair becoming chargeable. Please note that some manufacturers may need to collect the item for inspection/repair. Repair turnaround time is dependant on the relevant manufacturer's current workload. We will not accept any claims for losses you suffer during this time.
If a fault is caused by accident, misuse or negligence, or it occurs outside the warranty period, it will not be covered by the manufacturer's warranty. Service estimates for an item not covered by the manufacturer's warranty will be chargeable. An estimate will be emailed to you; confirmation of acceptance is required within 10 days. Where such acceptance is not received, the item will be returned not repaired and a charge may be payable.
For return requests for goods that are over 6 months, since the date of delivery of the goods, only a credit note, exchange or repair (subject to availability) would be offered. The credit note would be provided for redemption online or over the phone only.
The credit note has an expiry timeframe of 90 days commencing from the date issued. Once it has expired it can not be re-issued. The value of the credit would be to the current monetary value of the goods only; this may be lower than the original purchase value of the goods.
We recommend that you obtain proof of delivery for any item that you return as faulty, as this will be required in the event that your parcel does not reach us.In an instance where a parcel does not reach us and proof of delivery cannot be produced, we regret that we will be unable to offer a refund. Your statutory rights remain unaffected. If you would like further information about your legal rights please contact your local Trading Standards Department or Citizens Advice Bureau.