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Chiltern Mills - Returns Policies

These policies only apply to orders made via the Chiltern Mills website.

The returns policy on the web site will vary to those terms offered when you buy goods in any of our retail stores.

The returns policy is subject to the Laws of England and Wales.

After 1st October 2015, goods returned will be subject to the Consumer Rights Act 2015 and the Consumer Contract Regulations 2013 as amended.

If I change my mind about an item(s) can I return them?

If you are not fully satisfied with any of the goods delivered, you may return them to Chiltern Mills within 14 days of delivery.

How can I return faulty goods?

After the 1st October 2015, if you find a fault within 30 days you may return the goods and be entitled to a full refund.

Returns should be sent using a traceable system that has tracking codes such as Royal Mail recorded delivery service or a recognised transport company such as Parcel Force or My Hermes as we cannot accept liability for any items lost in transit.

We can arrange for goods to be collected from you and returned to us using national recognised transport companies if you so wish.

How can I return un-wanted goods?

Returns should be sent using a traceable system that has tracking codes such as Royal Mail recorded delivery service or a recognised transport company such as Parcel Force or My Hermes as we cannot accept liability for any items lost in transit.

Any goods being returned must be in their original packaging and in a saleable condition. Any goods returned that are missing items (i.e. cardboard inserts, tie backs, fitting packs) may have a small charge deducted from the total refund amount.

We can arrange for goods to be collected from you and returned to us using national recognised transport companies if you so wish.

If you use this service there will be an additional charge of £5.95 or £6.95. For larger items or if you reside in Orkney or the Shetland Isles or non-UK mainland locations there will be an additional charge of £9.95 (typical cost, agreed prior to return) and this will be deducted from your refund upon receipt of the goods back at Cross Gates Leeds.

The original delivery costs are not refundable - this includes any items that no longer qualify for free delivery if the remaining order total is less than £50.

When you are returning any item(s) it would be helpful if you could please place them in any box or bag that was used to deliver the goods to you.

If the item was part of a special promotion (like buy one get one free), please send all of the items in the deal back. If you don't, we might not be able to give you a full refund.

If I want to return some goods what do I do now?

You can notify Chiltern Mills through our Customer Service Centre or take the goods back to one of our stores.

You can contact, Chiltern Mills Customer Service Centre by telephone on 0113 2840655, email at internet@chilternmills.co.uk or the Contact Us form quoting the order number, the goods you wish to return, the price paid and quantity ordered.

A member of our team will be able to help with your enquiry.

If you are returning goods to a store then the goods have to be returned with the sales invoice that was in with the goods when they were delivered.

A copy of the sales invoice will be taken by a Chiltern Mills staff member who shall return the original sales invoice to you.

A store representative will inspect the goods returned in the store and mark on the sales invoice as having received the item(s) back.

From the store, the goods will be transported back to the internet department based in Cross Gates Leeds where a member of our customer service team will inspect the goods and refund as appropriate.

We regret that it is not possible to issue a refund directly to you in store at time of return.

How long will my refund take to process?

After we have authorised the refund it is up to your bank how quickly they give you the refund back.

Refunds can take 14 working days to show on your bank statement.

If you cannot see the refund after we have confirmed it, it may be better to contact your bank in the first instance to see why the refund has not been applied to your account but we are always willing to help you with this.

Will I receive a full refund if I return goods?

We shall refund the cost of any unused item(s) that are returned to us in their original saleable condition with the original packaging.

We reserve the right to refund only a percentage of the original purchase price when any item(s) are not returned in their original saleable condition.

Are Delivery Charges Paid Refundable?

No, all delivery charges are non – refundable.

Are there any goods for which Chiltern Mills will not accept returns for?

We are unable to accept returns specifically of the following items:

  • Used Bed linen/ Duvets/ Pillows and Mattress Toppers or Protectors for hygiene reasons.
  • Used Mattresses for hygiene reasons.
  • Any Curtains where the header tape has been drawn.
  • Any Made to Measure item(s) including but not limited to net curtains and voiles cut from the roll.
  • Any item(s) that have used the Alteration Service.
  • Any Flat Pack furniture which has been assembled.

Is there any specific delivery terms not mentioned in the above?

The above is a guide only and is not exhaustive list. Where there are particular delivery terms for specific goods, Chiltern Mills Customer Service team will always make this clear when the goods are ordered and clear this with you before delivery.

Returning Made to Measure items.

Chiltern Mills have been offering these services to customers for many years now and so we ensure that the customer has the right measurements and occasionally will check these with you before we commence work on them.

However, Chiltern Mills is unable to make any refunds for any Made To Measure goods unless the goods have been delivered faulty or damaged.

Returning items that have been changed using the Alteration Services

As with the Made to Measure goods, Chiltern Mills have specialist seamstresses to make sure that all the measurements are correct before the alterations.

Because the goods will have been changed after the alteration, Chiltern Mills is unable to make any refunds for any goods ordered using the alteration service unless the alteration is incorrect or the goods are faulty.

Our Customer Service Staff check these goods after the alterations have been made and prior to it being sent out.

As a guiding principle we measure twice and cut once.

 

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Chiltern Mills - Returns Policies

© 2017 Chiltern Mills Reg Office: Treymaine Ltd T/A Chiltern Mills, Cross Gates Road, Cross Gates, Leeds, LS15 7PE