Returns / Refunds
If you have any questions or queries about our Returns and Refunds Policy, a problem with your item, or to begin your returns process, please contact us as below with as many details as possible (including photographs if available/applicable):
Retail Outlet – email@example.com, 01237 421900, or visit us at Devonshire Living, Caddsdown Industrial Park, Clovelly Road, Bideford, EX39 3DX
Our team will aim to resolve the matter as quickly and conveniently as possible for you. Please refer to our contact page for opening hours and our Terms and Conditions for more general queries.
1.1 In accordance with the Consumer Rights Act 2015, you have 14 days from receiving your goods to cancel all or part of the order. It is your responsibility to return cancelled/non-faulty goods, at your expense, to Devonshire Living, Caddsdown Industrial Park, Clovelly Road, Bideford, EX39 3DX, within 14 days of cancellation. If you are unable to do so, at a cost to you, Devonshire Living may be able to collect the item(s). Please ensure you contact us before attempting to return an item, so that we might advise the best way to proceed.
1.2 If you choose to cancel your order for any product after it has been dispatched from our warehouse, a restocking fee of 15% of the purchase price will apply, to contribute to our labour and administrative costs. To avoid unwanted items being dispatched, please let us know without delay if you wish to cancel any or part of your order.
1.3 Goods must be returned in the same condition as you received them. You have a statutory duty to take reasonable care of the items and we would request that you retain the original packaging for return. If the original packaging is not available, we request that you return the goods in a suitable manner to ensure that there is no risk of damage in transit. If you fail to take reasonable care of the goods before returning them to us, and this results in damage or deterioration, charges will incur for the reduction in value.
2. Returns, Repairs and Replacements
2.1 For damaged or faulty goods you have a 30-day period in which to reject the item(s). Depending on the nature of the fault, we may choose to first inspect the damage to assess whether a repair or replacement is most appropriate. Once repair or replacement is carried out, if the fault remains, you still retain the right to a full refund.
2.2 After 30 days (and up to 6 months) for manufacturing faults, you retain the right to a repair or replacement of the faulty item(s). It is your decision which option you choose; however, we can refuse if we can show that your choice is disproportionately expensive compared to the alternative, and replacements will only be available if the item is still in our current offering. If our attempt at a repair or replacement is unsuccessful, you can then claim a refund or a price reduction if you wish to keep the product.
2.3 You are entitled to a full or partial refund instead of a repair or replacement if any of the following are true:
- The cost of the repair or replacement is disproportionate to the value of the goods
- A repair or replacement is impossible
- A repair or replacement would be significantly inconvenient
- The repair would take an unreasonably long time
- The repair has been unsuccessful
If a repair or replacement is not possible, the attempt at repair fails, or the first replacement also turns out to be defective, you have a further right to reject the goods for a full or partial refund. If you would prefer not to receive a refund and still would like your product repaired or replaced, you have the right to request the retailer makes further attempts at a repair or replacement.
2.4 To help us understand the damage/fault you are experiencing, sending us some photographs of the product label, damage and/or fault would be very helpful, using the contact details above.
2.5 For hygiene reasons, mattresses and mattress toppers are not returnable once unwrapped, unless they are proven to be faulty. We strongly recommend you inspect these items through the plastic packaging. Your statutory rights are not affected.
2.6 Subject to your statutory rights, products with a manufacturing fault which has been altered by you may still be returned, providing the alteration of the goods did not cause the original fault in the first instance. Products which have been altered cannot be returned if no longer wanted, or have damage not proven to be present before the alteration occurred.
2.7 Collection (uplift) of returned products is only available from the delivery address where the goods were delivered. When we have agreed on a collection date with you please ensure you are available on the date of collection and there is safe and clear access to the property. Should any windows or doors need to be removed to allow access it is your responsibility to arrange this. If you the customer are not going to be available for collection, you must notify us in advance of a nominated adult who will be present. If we are unable to gain access to collect the goods on the confirmed date, through no fault of our own, a failed delivery charge will be applied.
If you are unavailable, for whatever reason, please inform us 48 hours before collection, we will then organise another collection date.
3.1 If you are returning goods because you have cancelled them, we will issue your refund within 14 days of the date we receive the item back into stock. In such cases, we will refund the full price of the product as it was sold, minus any applicable restocking fees (see section 1.2).
The refund will only be authorised after we have carried out a full inspection of the returned goods and it is deemed the above conditions have been met (see section 1.3).
If it is deemed the product has incurred damage or loss caused by undue care or evidence of inappropriate handling leading to diminished value, we retain the right to deduct monies from the amount refunded.
3.2 For faulty goods, we will examine the items upon return to confirm the fault. We will then issue a refund within 14 days of inspection if no replacement product is required.
3.3 In most cases, refunds will be issued via the same method of payment originally used to pay for your purchase. Where cash was the original method of payment, a valid debit card in the customer’s name will be used to refund instead of cash.
Last Updated 18th April 2023