When will I be refunded?
If you are not entirely happy with your purchase you can return your item/s within 28 days of delivery, for a full refund to the original payment.
Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the payment card account within 2 weeks. Please note that it may take up to 14 days for your bank to credit your account. We are not liable, and cannot take responsibility for, any bank charges that you may incur during the refund process.
If you make a purchase online but change your mind once you’ve received your order, under the Consumer Contracts Regulations 2013, you are entitled to a full refund (via the original payment method) provided you notify us within 14 days of receipt that you wish to cancel your contract. You can inform us of your wish to cancel your order by nominating selection box ‘C’ on your returns form which was delivered with your package alongside your purchase.
You will then have a further 14 days to return your product. You can return your goods either by post or directly to one of our stores, if you wish to make an exchange then you must visit one of our stores to do so (please see below for more details on our online exchange policy).
If you are not cancelling your contract with us please indicate the correct return code of the returns form. If you are returning your product due to a fault etc then the time limit highlighted in the Faulty or damaged goods will apply, otherwise you will have 14 days in which to return your product for a full refund (via your original method of payment).
Please also note that we cannot refund your PayPal account in store, you will be offered a gift card/exchange instead. PayPal orders cannot be returned to our Dundrum store.
At House of Fraser, we want you to be happy with every purchase you make. Accordingly, you may try the goods on as if you were in one of our stores. In the event that you are not satisfied, and you wish to exchange a product, you may do so within 28 days of receiving your order. (This excludes furniture, please see Returning furniture below.)
We are currently unable to offer an exchange or gift card in our Dundrum store for purchases made online, you will receive an e-voucher when you return your items.
Faulty or Damaged Goods
If you make a purchase online but find when you receive your purchase it is either faulty or damaged, then you have up to 30 days to reject the goods, from the date of purchase, and return it to our warehouse to receive a full refund.
Your responsibility and our liability
Whilst you are deciding whether to retain your purchase, you do have a statutory duty to take reasonable care of our goods and they remain your responsibility until they arrive safe and sound at our warehouse.
We reserve the right to inspect all goods that are returned to us so please do not damage the goods whilst you inspect them or try them on for size. This includes any original packaging and labels, particularly if the packaging forms part of the goods i.e. boxed garments and gift items.
We do not accept liability for any goods that do not reach our warehouse nor can we accept liability for any goods that may be returned to us by mistake. It is therefore advised that any goods you may wish to return are done so via a recorded delivery service and retain the proof of postage. In the event that substantial damage has been caused to the product the we reserve the right to refuse a refund or exchange.
Where goods are returned damaged or not in their original packaging, we reserve the right to refund you in full less any deductions due by way of compensation for any damage that may have been caused. In the event that substantial damage has been caused then we reserve the right to refuse a refund or exchange.
Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the correct payment within 14 days. Please note this usually takes between 3 – 5 days but may take up to 14 days.
If you return your purchase by post or courier after the periods outlined above (with the exception of faulty or damaged goods), we reserve the right not to offer you a refund in full.
We may instead return your purchase to you. Prior to sending it, you will be charged the delivery fee applicable to the products and your location.
No refund or exchange will be given without a receipt, dispatch note or other proof of purchase.
You will naturally wish to inspect the products you order and try them on for size. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of the goods. Therefore, please ensure you do not damage the items (or the packaging where it forms part of the goods, for example, boxed garments and gift items) and, if you wish to return anything, that it reaches us in perfect condition. Where an item has a returns swing ticket attached, it must still be attached and undamaged upon return.
Where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them, we reserve the right to refund you in full less any amount due by way of compensation, to either repair the goods or to cover any loss.
The following items cannot be returned within the terms of our refund policy:
- House of Fraser Gift Cards and Gift Vouchers
- Pierced earrings
- Hampers, food and beverages
- Made-to-measure goods (such as made-to-measure Nigel Rayment Hats)
- Free items
Other items may be added to this list from time to time. This does not affect your statutory rights in respect of faulty, incorrect or damaged goods.
Some of our products have alternative refund policies and returns procedures. The products affected are:
You can find the policies and procedures relating to these products in returning specific products.
In addition, the following items can only be returned within our refund policy providing it is in its original condition (including the packaging where it forms part of the goods, for example, boxed garments and gift items) and for hygiene or safety reasons have not been worn, opened, assembled or used and any seals on the product remain unbroken:
- Hats (hats must have the returns policy swing ticket still attached}
- Mattress protectors
- Men’s underwear
- Personal grooming products
NB: Where an item has a returns swing ticket attached, it must still be attached and undamaged upon return.
PayPal Purchases can be exchanged in store for a Gift Card to the value of the item or exchanged for another item available in-store (excluding Dublin, Dundrum). If you would like to return items that were bought via PayPal for a full refund, you will need to return them to our Online Returns Centre within 14 days of receiving your order. Unfortunately, we cannot refund to your PayPal account if you return items to a store.
Returns to a House of Fraser store or by post/courier
If you wish to return goods that were purchased online using a Gift Card, you can do so in a House of Fraser store. You will have your items refunded onto another Gift Card (provided your return meets the terms of this policy).
You can also return your goods by post or courier. You will be refunded in eVouchers to spend on our website (provided your return meets the terms of this policy).
You will be refunded in eVouchers
If you paid for part of your order using a Gift Card, you will be refunded in eVouchers to the value originally spent with your Gift Card. Any remaining balance will be refunded to the payment card.
Provided you have notified us in writing that you wish to cancel your order under the Consumer Contract Regulations, and the return also meets the terms of our Online Returns & Refund Policy, you will be entitled to a full refund including delivery charges if applicable.
We are unable to provide a refund of the delivery charges when only part of your order is being cancelled.
Please see Cancelling Your Order for more information.
If you used a promotional discount when paying for your order, the discount is applied to each item in the basket. In the event of a return, you will not be refunded the discounted amount.
The maximum size for Collect+ returns packages is 60x50x50, the maximum weight is 10kg.
If you have made a complaint and have exhausted all the options provided by us at House of Fraser, or you are not satisfied with the resolution we have provided, you can contact the Dispute Resolution Ombudsman Limited
If you feel that you have exhausted all of the dispute resolution options available to you through our website, our Customer Service, the Furniture Ombudsman and the Dispute Resolution Ombudsman Limited; the ODR Platform can be accessed by following the link: http://ec.europa.eu/odr