Returning Duvet cover set to Dunelm

I'm sorry this has happened, Bakingmad0203, no I'd never heard of it before.

Duvets and pillows etc yes, but duvet covers? I'm surprised. Thank you for posting.

I was going to look online for more towels from Dunelm but need a specific colour . Will they refund on towels?

Fleurpepper

As said above, by going to the store and touching, feeling, the samples provided.

And if you live too far from a store? Why do they operate an online ordering service, I assumed it was so they could get custom from those unable to get to a store.

AGAA4
Aah so it’s not just Dunhelm that has this policy!

I shall do some research on other companies to see if this is now common practice.
I still can’t fathom why they won’t refund now, if they used to.

Well, I just looked on their website and it says underneath details of the duvet cover set that:

Easy Returns
We hope you love this product, but if you decide it's not right, you can return it for free.

This product one would assume refers to the duvet cover set shown on that page.

However, underneath that it also says:
Exclusions apply please see our full returns policy here

So it is contradictory and not at all clear.

I like Dunelm, but after buying a duvet cover years ago with was such a beautiful shade, I bought some complementary curtains and paint. Two washes and this perfect colour had faded horribly. I complained and got little satisfaction.
So I like Dunelm, but not a fan of their Customer Services.

Its pretty standard with bedding....if opned then no returns .

You need to flip this to see why this should be so. Technically, under the Consumer Rights Acts, products can be returned only if they fail be meet one or more of three criteria:

Satisfactory quality Goods shouldn't be faulty or damaged when you receive them. You should ask yourself what a reasonable person would consider satisfactory for the goods in question. For example, bargain-bucket products won't be held to as high standards as luxury goods.

Fit for purpose The goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the retailer before you agreed to buy the goods.

As described The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase.

No quibble returns grew out of the mail order business and now extend to most retailers but it is, essentially, a concession.

Clothes are a special case for obvious reasons. They need to fit. As we know, manufacturers sizes vary greatly so it takes account of those variations.

The M&S easy returns policy was once remarkable and many people will have favoured the store for that reason.

Despite the general no return policy regarding bedding for reasons of hygiene, there may be a fall back under the third category. If the product has been described as, say, a luxury fabric and is actually flimsy poly-cotton or the colour is more purple that pale blue or in any way does not match the retailer’s description, you should be able to return it butr make your reasons clear - that it is not as described. If it is as described and you just don't like it you won't have any grounds.

Your options:

You have the right to reject your item and get a refund within 30 days of possessing the goods.

You could also ask the retailer to repair or replace your item within six months of purchase.

Your rights against the retailer can last for up to six years, but after the first six months the onus is on you to prove a fault was present at the time you took ownership of the goods.

You can also use your guarantee or warranty if your product develops a fault.

(Source: Which)

I complained about flat sheets bought 5 yrs ago! They’d become thin and looked as if they’d tear- sent them a photo! By return I got new replacements

I wonder what people have been doing with the bedding for them to do this? 😭

Can you find a fault in the covers ???

We hadn't been to Dunelm for years, but called into one of their stores a few weeks ago after we'd been to an exhibition next door. I'd seen on Dunelm's website that they had an award-winning cafe and we were impressed by the menu on offer. So I chose one of the three soups - not available, sorry - neither was my second choice. DH chose a casserole - not available - then a pie - also not available. It was when I then tried for a fish dish that the assistant admitted they only actually had sandwiches in stock! To be fair, they were very nice sandwiches, and the coffee was good.

i disagree that the terms are contradictory.
items can be returned, if they have not been opened.
that is perfectly clear and quite reasonable imo.

LOUISA1523

Its pretty standard with bedding....if opned then no returns .

Agreed . I witnessed a heated exchange in John Lewis about this.

Think about it in reverse- would you like to buy bedding that had been taken from the packaging?
I certainly wouldn’t.

I like Ikea bedding - good quality and price. If you buy in Ikea it’s not in a packet anyway, just folded. You can wash before using. I don’t see why you wouldn’t buy a duvet cover that wasn’t in a packet, it’s not as if it has been used.

NotAGran55

LOUISA1523

Its pretty standard with bedding....if opned then no returns .

Agreed . I witnessed a heated exchange in John Lewis about this.

Think about it in reverse- would you like to buy bedding that had been taken from the packaging?
I certainly wouldn’t.

Thing is, we all assume that anyone taking out from packaging is as careful as we would be, and live in as clean a house as we do (well hmm sort of). You have no idea who has taken it out and in which conditions?

All Dunhelm bedding state clearly on sleeve cover that it should be washed before use.

Anyhow, I feel your pain BM- but all you can do is go and speak to a store Manager. Please report back.

I always wash bedding before using because of the starch and stuff they use can be irritating. Hate to say it but I am glad they are strict about returns because I sure as hell wouldn’t want anything that had been on anyone else’s bed!

It says clearly on M&S duvet covers they cannot be returned once opened. Buyer beware eh?

NotAGran55

LOUISA1523

Its pretty standard with bedding....if opned then no returns .

Agreed . I witnessed a heated exchange in John Lewis about this.

Think about it in reverse- would you like to buy bedding that had been taken from the packaging?
I certainly wouldn’t.

I stay in hotels and sleep in beds that use sheets and duvet covers that have been used by someone else then laundered for my use. That seems more of a risk than buying a duvet cover that's been removed from its packaging, examined and found wanting for some reason, then repackaged.

Why do Dunelm instruct to wash bedding before use, are they saying the factory conditions where it's produced aren't hygenic, in which case why does a customer having touched it make it worse?

I can find no logical reason for this practice, especially as many people could have tried on an item of clothing, (even a bra!) before I try it and purchase.

What happens to mattresses from the shops that say try for 30 days etc. and return if not satisfied.

nanna8

I always wash bedding before using because of the starch and stuff they use can be irritating. Hate to say it but I am glad they are strict about returns because I sure as hell wouldn’t want anything that had been on anyone else’s bed!

I wouldn't expect a shop to accept for resale an item that had been used, but removed from the packaging and immediately repackaged, I can't see a problem with that?

Farzanah

What happens to mattresses from the shops that say try for 30 days etc. and return if not satisfied.

It is an ecological disaster!

Farzanah

What happens to mattresses from the shops that say try for 30 days etc. and return if not satisfied.

I always wonder about that too!

Dunelm's customer service is atrocious. I bought a chair before Christmas which broke after two days, they sent a replacement but the quality was terrible so we refused it, they delivered and collected in their own company delivery lorry so technically they had it in their possession straight away but it took me two months to get my money back and that was only because I kept contacting them.

Rosie51
Exactly what I was thinking re sleeping in hotel beds and repackaging.
I can’t see a logical reason behind it either especially as I haven’t had a problem with returning opened duvet covers in the past to Dunhelm!
The duvet cover and pillow cases are very thin - in fact see through, so I can’t see them lasting very long
Next don’t have this restriction in their returns policy and neither does Argos.
Fleurpepper
I shall feedback with the outcome of my attempt to return the opened duvet cover.

Thank you everyone, lots of different view points that I hadn’t considered. Really helpful.

Good luck, rooting for you.