RETURNS AND REFUNDS

At DeluxeHomeBrands we ship hundreds of items per week and a very small amount will from time to time be faulty. We understand that this is an inconvenience, and can be upsetting, so we have a no quibble returns, refund or replacement policy to ensure that our customers are properly serviced.

How to return a faulty item

Items occasionally go faulty and you may have to return these items to us for a full no quibble refund. It is important that you notify us immediately and follow the returns procedure in order to receive a refund. When you wish to return a faulty or damaged item to the DeluxeHomeBrands, you will firstly need to let us know what the problem is with the item.

Simply email or post your request to us (enquiries@deluxehomebrands.co.uk) with the following information:

• Detailed reason for return or detail of the fault
• Our order number
• A contact name with phone number and email details

Please allow 3 working days for us to process a return. We will organise a suitable date and time for our couriers to collect the item

Once a request has been received, we check all items. If we encounter any problems with your request, we will query these with you.

Any refunds will be applied to the card you used to make the payment on our store.

Warranty

DeluxeHomeBrands provides a standard one year warranty depending upon the type of product. The length of the warranty is indicated in the product instruction manual. When you initially request a refund, we will check the date when the item was purchased using the order number you provide to us. If it exceeds the warranty period, we are unable to effect the returns procedure.

Specific Manufacturer Requirements

Some manufacturers have specific requirements. So we may ask for further information such as:

• Serial Number
• Fault Details

Unauthorised returns

Any unauthorised goods returned to us will be destroyed on receipt.

Damages

If you receive any damaged items on your delivery, please state the full extent of the damage on the driver’s delivery note when signing for the goods.

You must also inform our Returns Department by e-mail (enquiries@deluxehomebrands.co.uk) within 3 working days of delivery. Failure to do this may result in us refusing to issue a credit.

Shortages

Please advise us of any shortages within 3 working days of receiving your delivery. (enquiries@deluxehomebrands.co.uk) All shortages will be investigated and items shipped as soon as possible to complete the order providing we have stock.

Important information

Please do:

• Make sure all items returned are complete; any incomplete items will not be credited and will be classed as unauthorised.
• Answer all queries as soon as possible

Unwanted Items Refund Policy

If within 7 days of purchase you decide that you do not want an item a full refund will be given minus the cost of returning the item.

All unwanted items must be returned unopened in their original packaging.

If the item has been opened or if packaging is damaged there will be a fee of 30% to cover re-packaging costs.

The DeluxeHomeBrands will arrange collection, which is determined by the buyer, this can be arranged up to 3 days from contact and will be through our preferred courier between 7am and 7pm weekdays only.

Returns Contacts

Phone: 0871 221 3619 email: enquiries@deluxehomebrands.co.uk