Refunds & Returns

Returning Your Order

We do hope that you will be pleased with your new purchase. However, if you change your mind when you receive the goods and wish to return them, we would be happy to take them back within 28 days of you receiving the goods, as long as goods are in a new, unused condition with the original packaging

Please do take notice of the product areas that are not covered by this policy, below. 

We appreciate that you may want to check the items to ensure that they meet your full approval. In doing so however, we would like to point out that you have a 'duty of care' to look after the items. Please take care not to damage the goods (or packaging where it forms part of the goods), whilst you inspect them.

Please note that goods are returned at your expense. We will refund the basic cost of your delivery, i.e. if you have chosen next day delivery, then we will refund you the cost of our standard delivery. We strongly recommend that you use a signed for service as proof of postage cannot be taken as proof of receipt.

We are not able to accept returns of used items unless there is a fault or defect with the product.

Collection of goods to be returned

We can organise a collection for the goods on your behalf if you wish, but if you have changed your mind and no longer want the items, you will be required to cover the cost of this collection.   

Collection charges by us will vary according to the product, but the charges are as follows :-

• Non-furniture product : the actual collection charge, or £16, whichever is higher
• Furniture products : the actual collection charge, or £50, whichever is higher.

Please rest assured that for all items you receive that are faulty or damaged, we will cover the cost of the return. 

Please be aware that if the items are returned in a poor or damaged condition, and we will not be able to sell the product at a full selling price, then we have the right to seek compensation of up to 50% of the order value.  

We are unable to give refunds or exchanges on the following products :-

• Perishable goods such as food
• Any pierced earrings
• Underwear/swimwear which has been worn or is without labels
• Bedding or mattresses that have been taken out of original packaging
• Beauty products that have been unsealed and opened
• Due to their perishable nature food and alcohol which carries a 'use by date', may not be returned
• Where a product has been personalised or made to your measurements i.e. made to order furniture such as sofas; divans and other products where you have chosen a specific colour or design. Please also see our cancellation policy for such items, below

Returning to your nearest store

You can return your goods to your nearest Downtown store. Please note that if you choose to do this, your return will not be processed by the team in-store, and you will receive the funds back within 5 working days.

As above, please ensure your goods are in a fully saleable condition.

If you do wish to return an item to our store, please return the item to our Accounts Desk upon entry, with a valid receipt, invoice or proof of purchase.

Returns Via Royal Mail

• To tell us about the product you want to return please email online@downtownstores.co.uk including your order number, stock number, the reason for the return and whether you want a refund or a replacement.

• We will email you back with instructions for returning by Royal Mail

We recommend that a verifiable method of return delivery is used, as proof of posting cannot be taken as proof of receipt.

Refunds

We will refund the price of the item to the purchaser or exchange it as soon as it is received by us. This will usually reach the account within 5 working days. Timing will however depend on the speed with which your credit/debit card company process the credit.

We will refund all the monies paid by you for the goods in question. We will also refund the basic cost of your delivery, i.e. if you have chosen next day delivery, then we will refund you the cost of our standard delivery. 

Please note that goods are returned at your expense. We will only cover this cost in the instance of incorrect, damaged or faulty goods.

Cancellation Charges

If you decide to cancel an online made to order or special order product (such as sofas; divans and other products where you have chosen a specific colour or design), then it is highly unlikely that we can sell it to another customer at the full selling price. We therefore will charge a cancellation fee of 25% of the order value.  

 Please note that if a product should fail to fit into the property, then we will charge £50 or the actual delivery cost of this failed delivery. If the product in question is a Made to Order item, then the cancellation fee of 25% of the order value applies, as well as the failed delivery charge. 

It is the customers responsibility to accurately measure the product and access, and for the removal of any doors, windows or objects in the room to ensure that access is clear prior to delivery being made

Mattress & Divan Disposal

When we deliver your new mattress or divan we can collect your old one and dispose of it responsibly.

Please note: we only offer this service for deliveries by our Downtown van crews. This service is available if you live within 40 miles of our Distribution centre at Grantham. Please get in touch with us for a mattress disposal quote if your address is further than 40 miles from our stores. 

The charge for this service is £35. The price includes the collection and disposal of an existing mattress or divan that's being replaced by a new one

If you buy more than one eligible mattress or divan, you'll also need to buy the collection service for each individual item you want us to take away

We'll remove and dispose of all packaging for your new mattress or divan responsibly

We reserve the right to refuse to collect any item we believe constitutes a health and safety risk to our employees, or anyone working on our behalf.

Recycling electrical and electronic products - what you need to know

With effect from July 2007, the UK's Waste Electrical and Electronic Equipment (WEEE) Regulations require that all retailers both actively assist in delivering a UK wide WEEE collection infrastructure and encourage their customers to participate in recycling.

This is one of the fastest growing waste streams in the UK and the WEEE Directive aims to minimise the amount of WEEE households throw out with their general rubbish. By keeping WEEE separate from other waste it can be treated, the hazardous substances can be removed and a large amount of waste can be recycled rather than sent to landfill. We all have a part to play in protecting our environment for future generations.

To assist customers in remembering that electronic goods can be recycled all Electronic and Electrical Equipment (EEE) of this type is now marked with a crossed out wheelie bin symbol.

As a distributor of EEE Oldrid & Co., must facilitate the take-back of household WEEE from UK consumers so when you purchase replacement electrical items from our store, as part of our service we are happy to dispose of your equivalent old item for you. Simply return your old item to your nearest store where we will be happy to ensure it is disposed of correctly.

If your old piece of electronic equipment is still in a good working condition or could be repaired for further use, please consider donating it to a charitable organisation or by giving it to someone else in need. By extending the lifetime of your old equipment you are also contributing to the efficient use of resources and avoiding additional waste. You can find your nearest recycling points and helpful recycling tips for electrical goods by visiting www.recycle-more.co.uk.

Proof of purchase of new electrical item is required. Terms and conditions apply.