Returning Duvet cover set to Dunelm

*Bakingmad0203

Dunelm's website is not at all clear, as I posted above, i think you could challenge them on that.

This item should refer to the item shown on that page:
Easy Returns
We hope you love this product, but if you decide it's not right, you can return it for free

It's not right.

So presumably you can get a refund.

yes but you have to read that in conjunction with the requirement that it not be opened, in order to return it for a refund.
the consumer admits that there was a sticker on the packaging that referred to this, but she ripped it without taking cognisance.
they are entitled to put reasonable conditions on terms for returns.
i have worked in this area. seems perfectly reasonable to me.
many products have similar restrictions, speaking of distance selling, eg cosmetics, software, toiletries.
the aim is to be able to see the product as you would in store. you are not meant to unwrap stock.

Toiletries, software, cosmetics, earrings, edibles etc I can fully understand that you cannot return, unless faulty. What I cannot understand is what makes bedding so different from other textiles, especially textiles that may well have been tried on by other people and rejected. If the bedding had been used on a bed, then obviously no return, but simply removed then replaced into its packaging? Sorry I just cannot see the exceptional logic being applied to this category, especially since a poster stated Dunelm instruct that bedlinen should be laundered before use.

whataboutery is not a legal argument.

welbeck

whataboutery is not a legal argument.

Is that to me? I can't see where I claimed it was? I question the logic not the legality. Perhaps somebody can explain the faultless logic behind this particular exclusion.

If it has been opened what is to say it hasn’t been very skilfully repacked after use ? They are not forensic scientists and they are just protecting themselves. I still think they are right. Whether the same applies to clothes doesn’t matter, logical or not.

I managed to return one after asking for the manager and saying how after spreading it across my (clean) bed the tone wasn’t right. I’ve fallen out with Dunelm anyway because they look at you like dog poo if you won’t accept an electronic receipt. I like that bit of paper for my files.

They must get very fed up with people ignoring the label on the packaging and the returns policy, who then expect they can return a product!
They can’t resell opened bedding can they?

Consumer Rights Act states briefly if buying on line you have 14 days to return product if unsuitable. However this right is waived if product is sealed, and it has been opened, and is unable to be resold for reasons of hygiene.

I'm pretty sure this goes against your legal consumer rights. You have a right to return anything you bought online within 14 days. They cannot change this by making up their own rules.

M&S have the same policy, unbeknown to myself, tried to return a £55 mattress protector, not even out of the package.

I would unpick the seam a little and take it back
Also made a note to never shop there

I’m afraid you’re incorrect Lemontart. An online retailer can refuse to accept the return of goods which have been opened, on the grounds of health and hygiene. It’s clear that this was stated on the website and on the wrapping, so the policy was clearly brought to the OP’s attention. Someone could have lain naked in the bedding, decided they didn’t like it and skilfully re-wrapped it.

I would bite the bullet, and just use it!

After one or two washes and wearings, the colour won’t seem to matter, and if it doesn’t last long, well, buy another one.

We all angst about colours and stuff, at the end of the day, does it really matter?

It is useful to be able to open the package to check quality. I bought pillowcases in Dunelm, as the sample hanging by the stock was a lovely sateen cotton, but when I got home, I discovered that they were made in a thinner and rougher fabric. Seemed a bit like cheating to me.

Are you sure you bought the same one as the sample grannybuy.

They have various ones hanging up, it’s quite easy to think you have picked the correct one, only to find it’s not just the one you thought it was.

After reading this thread I only opened a pillow case to check on the quality of the new bedding I have just bought as John Lewis have the same policy.

I think you have a statutory right to return goods wthin 14 days As long as the item are in the original saleable condition. It should not matter that you have opened the pack - how else could you know the item was not of the quality you expexted?

Dunelm and other online retailers don’t accept that bedding which has been opened and removed from the wrapping is in saleable condition. Your statutory rights are thus varied and that’s perfectly legal so long as the policy has been drawn to your attention. If an item is faulty that’s obviously a different matter.

Mattresses returned under the 30 day policy are sold on to hotel chains, ie Premier Inn

Dottynan

Mattresses returned under the 30 day policy are sold on to hotel chains, ie Premier Inn

I wonder where you saw that information, Dottynan?

This website states that the Premier Inn chain buys Hypnos mattresses made exclusively for Premier Inns although they are available for purchase by individuals.

tucked.co.uk/hypnos-mattress-used-premier-inn/

I do not know if the firm's disclaimer is legal. It would not be in Denmark where I live, as all goods bought online, except groceries can be returned within a fortnight of delivery.

The whole point of this is, that you might need to try a garment or shoes on, and you could too have ordered the wrong size in bed clothes.

Recently DH bought a pair of Levy's jeans online - they came complete with a self-addressed label to Levy's Denmark for use if we wished to return them.

Citizen's Advice should be able to tell you whether the firm's disclaimer is legal or not.

From the Dunelm Returns Policy:

'We hope you’re happy with your Dunelm purchase, if you decide it isn’t right for you, you can return or exchange unwanted items within 28 days of purchase. Proof of purchase is required, without proof of purchase, we are unable to provide a refund or exchange. This does not affect your statutory consumer rights. Exclusions apply, please read below for more details.

Please note that all refunds will be made back to the original tender type. For your protection, refunds to credit or debit cards will only be processed if the cardholder is present.

For online purchases - If you purchased online, you can make an in-store return to any store across the UK, via Evri parcel shop drop off or Home collection.'

This retired solicitor can tell you that it is entirely legal in England and Wales.

If you look carefully at Dunelm’s returns policy on their website you will see that duvet covers and other items of bedding are excluded.