Our return address:
Duxburys Home and Garden,
72 Chain House Lane
Whitestake
Preston
Lancashire
PR4 4LB
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item.
Returns can take up to 10 working days to be processed, especially during busy periods.
Please repack your item with care using all the original packaging. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.
If an item is not packaged correctly and has been damaged in transit back to us, we will contact you and may need to either return the product to you, or only issue a partial refund via credit note.
Please refer to our Returns page and Terms & Conditions page for more information.
Returns Policy
Goods must be returned to us within 28 days of receipt, undamaged and in their original packaging with the returns slip completed.
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. You can return an item to us, via the method of your choice, or you may choose to use our return process mentioned above.
Please repack your item with care using all the original packaging. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.
If an undamaged item is returned to us outside of the 28 day time frame, a credit note (valid for 1 year) will be issued, at the discretion of Duxburys Home and Garden.
We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our Warehouse.
We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email.
We cannot accept returns of washed and/or used textile (beddings, cushions, towels, etc...), door mats, candles, or of products with non-replaceable LED bulbs after use of the bulb beyond its recommended lifespan.
Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at our discretion.
If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call our Customer Service team on 01772 336664 or inform us via email at sales@duxburyshomeandgarden.co.uk. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund via your original method of payment.
If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery.
We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any other alternative return service which are not arranged via our Customer Service team.
Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by Duxburys Home and Garden.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.
Please note we do not offer any collection service or returns label from the areas and postcodes below, you will need to use an alternative service to return your parcel to us:
The Isle of Wight, Isle of Scilly, Northern Ireland, AB31-AB38, AB40-AB56, FK20, IV1-IV28, IV30-32, IV36-IV40, IV52-IV54, IV63, KW1-KW14, PA21-PA38, PH4-PH41, PH49-PH50, IV41-IV49, IV51, IV55, IV56, KA27, KA28, KW15-KW17, PA20, PA41-PA49, PA60-PA78, PH42-PH44, ZE.
Damaged / Faulty Goods
Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel, or within 30 days should the fault develop after receipt.
For all fragile, large & heavy items delivered by our courier ARROW XL, please make sure to fully check the product and/or check that you are fully satisfied with it and that it's suitable, before asking our courier to remove the packaging, as we will be unable to send you spare packaging and we cannot accept any large items to be returned without their packaging.
You will need to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.
Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.
Please note, under the Consumer Rights Act 2015, any manufacturing fault occurring within 6 months of receiving your product, we will offer a replacement or a refund.
We cannot be held responsible for items that are damaged due to the result of normal wear and tear.
