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Debenhams’ returns policy: How to exchange and refund unwanted purchases from Debenhams

Emma Sims
8 Jan 2019
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Everything you need to know about exchanges, refunds and returns at Debenhams

Whether it’s buyer’s remorse or a faulty product, we’re all familiar with the arduous process of returning a purchased – or gifted – item. With Christmas firmly behind us, legions are heading back to retailers to exchange, return or refund goods. And shoppers at Debenhams, one of the high street’s stalwarts, are certainly no exception.

So, to save you from having to navigate it yourself, we’ve dug deep into Debenhams’ returns policy, and we’ll explain it in full here. Read on for everything you need to know about returns, refunds and exchanges at Debenhams.

Debenhams returns policy: Unwanted products

If you’ve changed your mind about a product, Debenhams offers free and easy returns. You have a generous 28 days to return unwanted products (or have them collected), which you can exchange or have fully refunded.

The returns methods are threefold:

  • In store: If you purchased the item in store, you’ll have to return it in store (although you can return online purchases in store too). This is both free, and the fastest way of receiving your refund or exchange.
  • Royal Mail: This can only be used for items purchased online. Simply drop the items off at your local Post Office and receive a refund within two weeks. Debenhams’ free returns policy only applies for parcels under 5kg and measuring up to 61 x 46 x 46cm. 
  • Hermes: You’ll have to drop off your unwanted product at a local Hermes ParcelShop or arrange for collection from an address of your choice. Returns are free and your refund should arrive within two weeks.

Debenhams returns policy: In store

Hailed as the fastest way to get a refund or exchange, heading to a Debenhams store to return unwanted products comes recommended. If this is a viable option, you can find your local Debenhams store here.

You’ll have to bring along your proof of purchase (a receipt, digital receipt, delivery note or copy of your order confirmation email), in addition to the payment card you used to purchase the product – plus, of course, the product itself.

Exchanges can be processed in store immediately. If the item you’ve chosen in exchange for the one you’re trading in is of lower value, Debenhams will refund the difference. If you haven’t got the payment card you initially used, Debenhams can load the same value onto a gift card for use in store.

Refunds credit your account immediately, but can take three to five working days to show on your statement. Alternatively, refunds can be credited to a Debenhams gift card.

Debenhams returns policy: Post Office

Shoppers can also return goods via Royal Mail (aka your local Post Office). Simply fill in the returns form on your delivery note, place the item back in its original packaging and ensure the returns form is enclosed. If you’ve lost or compromised the original packaging, Debenhams recommends using a “suitable alternative”.

Attach the returns label (also found on the delivery note) to the outside of the packaging, making sure it’s fully visible.

View the latest Debenhams voucher codes

Debenhams returns policy: Hermes

Before going too far, note that you’ll need access to a printer to use Hermes. Once you’ve secured that, visit the Hermes Debenhams page and pick between dropping off your return at a Hermes ParcelShop, or having it collected from an address of your choice.

You then need to enter your 12-digit order number (found on your delivery note or order confirmation email) in the order reference field, followed by your details.

If you want your return collected, select a preferred collection date within the next seven days (if you’re dropping it off at a Hermes ParcelShop, you can skip this step).

Agree to the Hermes terms and conditions and you’ll receive confirmation of your return, from which you need to print your returns label. Put the returns form (on your delivery note) in with your repackaged goods and attach the returns label to the outside of the parcel, making sure it’s fully visible. If you’re returning more than one parcel, you should ensure each item has its correct label clearly displayed.

Finally, either drop off your parcel at your local Hermes ParcelShop, or await its collection at the prearranged time.

Once your order is safely back in Debenhams’ warehouse, your refund will be processed. The money should arrive at your bank in three to five working days. Keep hold of your proof of purchase at least until the refund has been completed.

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