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Returns Information

Whilst we will endeavour to ensure that you are happy with your purchase we understand that there may be a need to contact us to arrange a return, in which case our policy is explained below, and would not affect your statutory rights.

Refunds & Exchanges

If you wish to return a product to us for any reason you may do so within 30 days of the delivery date. It must be in a perfect condition; with 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. We will be unable to administer any refund for items personalised or any made to measure items which have been made to your specification, unless they are faulty. Once the product has been received and assessed, we are happy to offer a refund or exchange and this can be administered through our on-line portal.

We will refund your original delivery charges only where an item is deemed to be faulty/damaged or unfit for intended purpose within 12 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. When returning an item to us it is your responsibility to ensure that the item is packaged properly and carefully so that no damage is caused to the item. Failure to do so may result in your collection/return being refused and/or any refund due being reduced. Your statutory rights remain unaffected.

Non-Faulty Items

Please let us know if you wish to return an item within 30 days of receipt by following the instructions within your proof of purchase email. You will be required to contact the customer service department for your online return. 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/Medium Item) - £10

·         Large / Oversized Parcel (Furniture) - £36

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

·         Perishables

·         Fragrances, perfumes and other cosmetic items.

·         Items which cannot be resold for health and hygiene reasons once unwrapped (for example underwear, body jewellery, mattresses, duvets, blankets (including electric blankets), sofa beds, 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.

Faulty Items

Some, but not all, items are sold with 12 month warranties. If you have any problems with your purchase we can offer help and assistance. Please contact our customer service department via email at webenquiries@tjhughes.co.uk. 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 dependent 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 time frame of 12 months 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.

We have selected our products on the basis that they will be used for domestic use only, if you are planning to use them for business purposes please make sure that you are covered by the appropriate insurance. Where you decide to use the products in the course of a business, we exclude (to the fullest extent permitted by law) those warranties and conditions relating to fitness for a particular purpose. Our maximum liability to business users arising out of or in connection with the products shall be limited to the replacement value of the product in question (except in the case of death or personal injury caused by our negligence or in respect of fraud). In relation to business users, we do not accept liability for the fitness of goods for business purposes, nor do we accept liability for loss of use of the item nor any loss over and above the cost of the item in the event of a claim for breach of warranty or condition.

Missing, Damaged or Incomplete Orders

If your order arrives damaged or incomplete please contact us immediately and we will deal with it accordingly.

If you do not receive your order within 14 working days of receiving a 'Dispatch Confirmation' email you must contact us where we will then open an investigation with the appropriate courier.

Payment of Refunds

If a refund is required due to a product being returned to us we will only issue that refund once we have received the returned product. Refunds will be processed within 14 calendar days of receipt of the returned item(s)

Please note that all refunds will be made back to the original card used to make the purchase.

Refunds can take 7-10 working days to clear.

 

 

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