If you have changed your mind or if you’re unhappy with your purchase, please let us know. Unless faulty, this must be within 14 days*. The unwanted item(s) must be accompanied by the original receipt and returned in a resaleable, as sold condition. By this we mean:

• You have kept all original packaging and labels in good condition and the products can be resold at full price.

• You have not used the product.

• The product contains no personal data and is not registered to a user.

We are unable to refund or exchange imperfect goods where the imperfection was identified to you prior to purchase (for example, where you have knowingly purchased an imperfect display model). Returns, unless faulty are not permitted on custom orders where an item has been ordered to your exact specifications or on any nonstandard combination order. Similarly, any item which has undergone installation/assembly cannot be returned unless a fault has occurred. Refunds will be processed once the goods have been returned to us.

For our policy on Refunds and exchanges in relation to larger Furniture and Bedding items, please see our Furniture and Bedding Terms of Sale and Care Guide for further details as an additional re-stocking fee will apply.

We are happy to assist you with the return of items purchased online that are unsuitable once we are notified within 14 days from the day after delivery of the item(s). To return goods you have purchased from our website, you can notify us by submitting a Cancellation Form on our website or by returning the goods to your local store.

Once we are informed of your decision to cancel and return your order, you have a further 14 days from the date you cancel to return any item(s) to us. You can then return the item to one of our stores or send it back by post. While the item(s) are in your possession you must take reasonable and appropriate care of them. They must be in a resaleable, as sold condition. By this we mean:

• • You have kept all original packaging and labels in good condition and the products can be resold as new.

• You have not used the product.

• The product contains no personal data and is not registered to a user.

Please be aware that we will refund your delivery cost only if the return is as a result of our error (e.g. faulty product or incorrectly shipped). If you wish to return an order due to a change of mind you will be responsible for all delivery costs associated with returning the goods.

** Some exclusions to our returns policy apply. Unless faulty, we reserve the right to reject returns where installation/assembly on a product has already begun. Where items are not in a resaleable as sold condition. Where packaging and labels have been disposed of. For software products where the tamper proof seal has been broken and on custom orders or bespoke products.

You have the right to cancel your order within 14 days. If you wish to return goods you have purchased from our website, you can notify us by submitting a Cancellation Form on our website or by returning the goods to your local store.

While you can inspect the goods on receipt of your delivery they must not be removed from their original packaging. While the item(s) are in your possession you must take reasonable and appropriate care of them. They must be in a resaleable, as sold condition.

Refunds will be processed back to the same payment method that was used for the original order and will be issued once the goods have been returned to us. Alternatively, we can offer a Harvey Norman Gift Card or a cheque.

Please be aware that we will refund your delivery cost only if the return is a result of our error (e.g. faulty product or incorrectly shipped) and that if you wish to return an order due to a change of mind you will be responsible for all delivery costs when returning goods to a store. In addition, a fee may apply, where the item(s) returned have diminished in value through handling the item beyond what is necessary to inspect the features and characteristics of the item(s).

We recommend you inspect any goods that we deliver, or you collect from one of our stores to ensure you are completely satisfied. If you believe your product is faulty, please submit a contact us form here or contact our Online Customer Service Team at online.customerservice@uk.harveynorman.com.

We may request details of the fault and may ask for pictures or videos to verify the issue. Once verified, we will arrange for the return of the faulty product(s). Please note that this policy does not cover faults caused by misuse, accidental damage, or normal wear and tear.

If your item is faulty, we’re happy to offer you an exchange or a refund within 30 days of purchase or delivery.

After 30 days, we will repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.

After 6 months your statutory rights require you to prove the fault existed at the time of purchase/delivery. If you are able to provide evidence of this, we will repair or replace the affected item.

Proof of purchase will be required for all returns.

Goods returned for repair will be assessed and/or repaired within a reasonable time frame. These time frames may vary.

You may be required to pay for labour, assessment and/or freight fees if goods are damaged by misuse or accident.

If you need to return products that contain private data such as files stored on the hard drive, telephone numbers stored on a mobile device and songs stored on a portable media player, the replacement or repair of the goods may result in loss of data. We recommend you back up data to prevent data loss and move sensitive or confidential information. A party assessing and/or repairing your goods may be required to view data in the course of carrying out the assessment. We will not be responsible for any data loss.

In some circumstances, goods presented for repair may be replaced rather than being repaired. Refurbished parts may be used to repair the goods.

We advise you to inspect your order upon arrival. If the item is visibly damaged, it should be noted on the delivery receipt. If any damage is discovered after delivery, please contact our Online Customer Service Team at online.customerservice@uk.harveynorman.com at your earliest possible opportunity. We may request photos of the damaged items for us to assess. Damaged goods must be returned in the condition received by you with all original packaging, accessories and manuals.

Consumer contracts are protected by the consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Under the Act the purchaser of goods has a number of rights, including that:

• (a) Goods must be of merchantable quality – goods should be of reasonable quality taking into account what they are meant to do, their durability and their price.

• (b) Goods must be fit for their purpose – they must do what they are reasonably excepted to do.

These rights cannot be excluded and are in addition to any extended warranty you may wish to purchase or any voluntary manufacturer’s warranty you may be given.

There may be circumstances where you are not entitled to a remedy such as, if your order is faulty due to accidental damage, misuse or general wear and tear.

1. How many days to I have to return or exchange an item?

You have 14 days to notify us of your intention to return your order. You can notify us by e-mail, live chat or phone. You then have a further 14 days to return your order to your local store.

2. What condition must items be in for a return?

Item(s) must be in a resaleable, as sold condition. By this, we mean that the product must be:

• unused and with its original packaging and labels.

• the product contains no personal data.

• is not registered to a user.

3. Do I need a receipt or proof of purchase?

A proof of purchase is required when you return an order. This can be the physical receipt that you would have received with your online order, or the electronic invoice that is sent to you following your purchase.

4. Can I return online purchases in-store?

Yes, you can return your purchase to your local Harvey Norman store in the United Kingdom or Northern Ireland.

5. What is the process for returning an item?

For smaller items, you can return your order to your local Harvey Norman store or send it back to the store by post. For larger items, please contact our Online Customer Service team at online.customerservice@uk.harveynorman.com who assist you with returning your order.

6. Are there return shipping costs?

If you wish to return an order as a change of mind you will be responsible for all delivery costs associated with returning the goods. We will refund your delivery cost only if the return is a result of our error (e.g. faulty product or incorrectly shipped). A restocking fee may apply to larger items such as bedding and furniture.

7. How will I receive my refund? Will my refund be issued to the original payment method, store credit, or a gift card?

Your refund will be issued to the original payment method. Alternatively, we can offer a Harvey Norman Gift Card or a cheque.

8. How long does it take to process a refund?

Once the item has been returned, assessed and eligible for a refund we will process a refund. You will receive an e-mail once the refund has been processed, which can take 5 working days to return to your account.

9. What if my item is damaged or defective?

Please contact our online customer service team at online.customerservice@uk.harveynorman.com or submit a contact form here and our team will assist you further.

10. Can I exchange an item instead of returning it?

You can exchange your item if you wish to reselect a different product. Please note, for change of mind, the product must be in a resaleable condition. By this, we mean that the product must be unused and with its original packaging and labels, and the product contains no personal data and is not registered to a user. If you wish to exchange an item due to a fault or damage to the product, please reach out to us by e-mail at online.customerservice@uk.harveynorman.com or submit a contact us form here.