Refund policy

Whilst we hope that you are happy with your purchase, we understand that you may wish to return your purchase to us.

If you do wish to return a product to us for any reason you may do so within 28 days of the delivery date. Exclusions apply.

Presently we do not have the facility for you to return your purchase(s) to a store, whilst we understand this can be frustrating, we are working towards this for the future.

Please contact our customer service department via email at contact@tjhughes.co.uk

Refunds & Exchanges

If you wish to return a product to us for any reason you may do so within 28 days of the delivery date. Exclusions apply.

The product must be returned in its original packaging. Refunds will be made back to the original tender type.

Once the product has been received and assessed, we are happy to offer a refund or exchange.

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.

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.

Where an item is unwanted, you must cover the delivery cost for returning unwanted goods.

Your statutory rights remain unaffected.

Non-Faulty Items

You will be required to contact the customer service department for your online return.

If you do not return the item as instructed within 28 days, we may make a charge in respect of the cost of recovering (or attempting to recover) the item.

We are unable to offer refunds on any personalised items or made to measure products and furniture

For health and hygiene reasons we are unable to refund or exchange the following items unless they are returned to us unused and in their original packaging:

Lingerie, underwear, swim wear
Hats, hair accessories or hosiery
Mattresses, mattress toppers, duvets, pillows, throws & blankets and mattress protectors.
Make up, skincare, fragrance or any other cosmetic or personal grooming items.
Jewellery

Please note that customers are responsible for return shipping costs for non-faulty items.

Your statutory rights are not affected. Our refund policy is in accordance with the Consumer Contracts Regulations 2013.

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.

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

If you have any problems with your purchase, we can offer help and assistance.

Please contact our customer service department via email at contact@tjhughes.co.uk.

If we arrange for an item to be inspected, please also send a copy of the proof of purchase email or store receipt. Please note that some manufacturers may need to collect the item for inspection. 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 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 or exchange (subject to availability) would be offered. A credit would be provided for redemption online only.

The credit has an expiry time frame of 12 months commencing from the date issued. Once it has expired it cannot 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 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.

Cancelling your order – Your right to cancel

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you purchase online, you have 14 days after the date of delivery to notify us of your wish to cancel your order. You are entitled to cancel your order without giving any reason within this period. The cancellation form can be found on your confirmation email or by using the form on our contact page.

To do this, you would need to contact our customer service department via email at contact@tjhughes.co.uk. We unfortunately cannot guarantee your order will be cancelled as our warehouse operates out of office hours, and if it has been packed, we are unable to recover the parcel before it is handed over to our couriers.

We are unable to offer refunds on any personalised items or made-to-measure products and furniture.

For health and hygiene reasons, we also are unable to refund or exchange the following items unless they are returned to us unused and unopened:

Lingerie, underwear, swimwear
Hats, hair accessories or hosiery
Mattresses, mattress toppers, duvets, pillows, throws & blankets, and mattress protectors
Makeup, skincare, fragrance, or any other cosmetic or personal grooming items
Jewellery

Your statutory rights are not affected.

If the item(s) have not been dispatched, we will cancel the order and refund payment in accordance with our refund policy.

If the item(s) have been dispatched to you and we are unable to stop the delivery, you must refuse to sign for the delivery so that the item(s) are returned to us, and we will refund in accordance with our refund policy.

If you cancel your order within the 14-day cooling-off period, we will refund the standard delivery charges. However, if you chose a more expensive delivery option, we will only refund the cost of the standard delivery.

Sometimes you may not be able to part-cancel an order. If this is the case, our customer service team will explain this to you. If you have received delivery, you will be required to arrange for the item(s) to be returned to our returns department.

Starting Services Before the Cancellation Period Ends

If you request that we begin the performance of services within the 14-day cancellation period, you must provide your explicit consent to this. By doing so, you acknowledge that you will lose your right to cancel once the service has been fully performed.

Changing your order

Unfortunately, items cannot be added to an order once it has been placed. You will need to place a new order for the additional items.

It is not possible to remove items from an order once it has been placed. Once you have received your order you will need to follow our cancellation process for the unwanted items.

For security and fraud prevention the delivery address cannot be changed once the order has been placed.

For any third-party, made to measure or personalised items we offer a 48 hour cooling off period, during which time you can contact our customer services team to cancel your order following our cancellations process. After 48 hours have passed, we are unable to cancel your order.

Returning Your Order

If you wish to return a product to us for any reason, you may do so within 14 days of the delivery date. Please ensure that the item is packaged properly and carefully to avoid damage during transit.

For returns within the UK, we aim to process your return within 10 days of receiving the item. For international returns, please allow additional time for the item to reach us and be processed.

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 7 working days of receiving a 'Dispatch Confirmation' email you must contact us where we will then open an investigation with the appropriate courier.

Payments 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.

Last Updated – 01/10/24

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