Returns & Exchanges

At Dunelm Sales Store, we take pride in offering premium furniture collections and home accessories that transform your living spaces. We understand that sometimes products may need to be returned or exchanged, and we’ve made the process simple and transparent.

Our Return Policy

We offer a 15-day return policy from the date you receive your order. To be eligible for a return:

• The item must be unused and in the same condition as when you received it
• The item must be in its original packaging
• You must provide proof of purchase

How to Initiate a Return or Exchange

1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the subject line “Return/Exchange Request” and include the following information:
Subject: Return/Exchange Request – Order #[Your Order Number] Dear Dunelm Sales Store Team, I would like to request a [return/exchange] for the following item(s) from my order #[Your Order Number]: Product Name: Size/Color (if applicable): Reason for return/exchange: Preferred resolution (refund/exchange for specific product): Please advise on next steps. Best regards, [Your Full Name] [Your Contact Number]
2. Wait for Approval: Our team will respond within 2 business days with return instructions and, if applicable, a Return Merchandise Authorization (RMA) number.
3. Package Your Item: Securely repackage the item in its original packaging with all tags and accessories included.
4. Ship Your Return: Send the package to our warehouse at:
   
   Dunelm Sales Store Returns
   56 Wine St
   Bristol, GB BS7V 8RB
   Please include the RMA number clearly on the package.
5. Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service.

Refund Process

Once your return is received and inspected (typically within 5 business days of arrival at our warehouse), we will process your refund or exchange:

• Refund Method: Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal account).
• Processing Time: Please allow:
  • 3-5 business days for credit/debit card refunds to appear on your statement
  • 24-48 hours for PayPal refunds
• Deductions: Original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost of the replacement item.

Exchanges

To exchange an item for a different size, color, or product (such as exchanging a 2-seater sofa for a 3-seater from our collection):

1. Follow the same return process above
2. Clearly indicate in your email that you’re requesting an exchange and specify the replacement item
3. Once we receive your return, we will ship the replacement item via your chosen shipping method

Note: If the exchange item is of higher value, you will need to pay the difference. If it’s of lower value, we will refund the difference.

Damaged or Defective Items

If you receive a damaged or defective item (such as a modular storage unit with missing parts or a sofa with fabric flaws):

• Contact us immediately at [email protected] with photos of the damage
• We will arrange for a replacement at no additional cost or provide a full refund
• In some cases, we may request return of the damaged item (we will cover return shipping costs)

International Returns

For customers outside the UK (excluding Asia and certain remote areas):

• Return shipping costs are the responsibility of the customer
• Customs fees and import duties are non-refundable
• Please mark the package as “Returned Goods” to avoid additional customs charges