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We hope you are delighted with your purchase from Heal's. However, if you would like to return any items or your purchase is unsuitable (*certain restrictions apply), we are happy to provide a refund or exchange assuming that the goods are still in their original packaging and in a fully resaleable condition. To receive a refund you must return the goods to us within 28 days of delivery.
In order to arrange a refund, return or exchange, you will require a returns authorisation code. You can obtain this by simply emailing email@example.com or call 0207 896 7451 (international customers please call +44 2078 96 74 51). You will receive a reply with a returns authorisation code (RMA) that you will need to quote on all subsequent correspondence and instructions on how to proceed with the product return.
Goods can be returned to any store for a refund, exchange or gift vouchers (for use in-store only). You will need to show your order confirmation as proof of purchase.
Goods can also be returned direct to our warehouse with your packing slip to the address below.
The return address is:
Heal's Distribution Centre
10 Ardra Road
All goods returned must be in a perfect and saleable condition with original product packaging and instructions where appropriate. If the goods do not reach us in a perfect and saleable condition, and in their original packaging, then your right to a full refund may be affected.
If returning by post, the parcel and its contents are your responsibility until they are received at our Distribution Centre. The cost of returning the goods is at your expense. This does not affect your statutory rights.
We recommend using a registered postal service and retaining the proof of postage as we may require signed proof of delivery. Heal's is not responsible for returned goods being lost or damaged in transit. If you require Heal's to arrange a collection then a charge of £12 will be incurred for each consignment. The charge will be deducted from the refund amount when processed. Please contact Customer Services on 0207 896 7451 should you require this collection service.
If returning goods to one of our stores, you will need to have a copy of the order confirmation email as proof of purchase.
* Restrictions - we are unable to offer a refund or exchange on gift vouchers, food items, mattresses or mattress toppers, duvets, pillows, personal grooming products (eg. shower gel), cosmetics and jewellery.
In the unlikely event that your order arrives damaged, please email firstname.lastname@example.org or call 0207 896 7451 immediately. We advise you to check your purchase as soon as it is delivered.
We will then arrange for a collection of the goods and organise a replacement to be sent out to you at the earliest opportunity.
We hope you are delighted with your purchase from Heal's. However, if you would like to return any items or your purchase is unsuitable, we are happy to provide a refund or exchange assuming that the goods are still in their original packaging and in a fully resaleable condition. Please note that you are entitled to cancel this contract no longer that 28 days after the day on which your order is received.
* Restrictions - we are unable to offer a refund or exchange on mattresses.
If you wish to return your furniture order, please email email@example.com or call 0207 896 7451 immediately.
We will arrange to collect this item from you - to arrange a collection please contact the customer service team on 0207 896 7451. Please note a collection charge of £50.00 will apply to all furniture - except sofas. Sofas will be collected free of charge under our Happiness Guaranteed Sofa Guarantee.
The card you used to pay for the goods will be refunded once the goods have been received back into our Distribution Centre.
If we find that the product has not been returned to us in a fully resaleable condition, we reserve the right to refuse a refund on the item, or to deduct up to 20% of the original selling price from the refund amount.
The goods must arrive back with us in a fully resaleable condition with original product packaging and instructions where appropriate.
After the 28 day cool off period, no further refunds can be accepted unless due to product faults that occur during the product warranty period.
We strongly advise you to thoroughly check your goods upon receipt. To protect your interests, any claim concerning short delivery and/or damaged and/or defective goods found on delivery, or concerning damaged or defective goods found at a later date, must be notified as soon as possible by emailing firstname.lastname@example.org or calling 0207 896 7451 immediately. To view the details of our Sofa Guarantee click here.
Heal's WEEE Compliance
As part of Heal's continued commitment to recycling and protecting the environment, Heal's has joined the Distributor Take Back Scheme (DTS). The DTS is a Government initiative designed to minimise the disposal of waste electrical and electronic equipment (WEEE) to landfill and to achieve high levels of collection of WEEE for environmentally sound treatment.
For more information about the Distributor Take Back Scheme (DTS) and Waste Electrical and Electronic Equipment (WEEE), as well as to find your local collection points please go to www.recycle-more.co.uk
UK WEEE Regulations - The Distributor Take Back Scheme
The UK Waste Electrical and Electronic Equipment (WEEE) Regulations (referred to hereafter as "the WEEE Regulations") define a "distributor" to mean "any person who provides electrical or electronic equipment on a commercial basis to the party who is going to use it", and the "distributor take back scheme" ("DTS") to mean "a distributor take back scheme approved by the Secretary of State under regulation 54"
The WEEE Regulations implement the majority of the provisions of the European Parliament and Council Directive on Waste Electrical and Electronic Equipment (2002/96/EC) ("the WEEE Directive") and the subsequent European Parliament and Council Directive 2003/108/EC that amended the WEEE Directive.
The UK Government Guidance Notes (URN 07/781) support the WEEE Regulations.
Members of the Distributor Take Back Scheme - Exemption from instore take back
Regulation 35 of the WEEE Regulations states that "Where a distributor is a member of a distributor take back scheme, he shall be exempt from complying with the requirements of regulation 31 and 34(1) for the period during which his membership of that scheme subsists."
All members of the DTS are therefore exempt from the requirement to "ensure that WEEE from private households can be returned to him free of charge and on a one-to-one basis" (regulation 31) or "maintain records of the number of units of WEEE from private households returned to him under that regulation" (Regulation 34(1))
As stated in the UK Government Guidance Notes paragraphs 83 and 84, "The DTS will develop a network of Designated Collection Facilities (DCF) to provide distributors with an alternative to in-store take-back of WEEE. The Distributor Take-back Scheme will be funded by the distributor community". "The Secretary of State, in consultation with Ministers in Devolved Administrations, has appointed Valpak Retail WEEE Services through a competitive tender process to operate the Distributor Take-back Scheme for the first three compliance periods". Membership of the DTS is dependant on each retailer applying to join making a financial contribution toward the improvement of the UK's network of WEEE collection facilities. These facilities are predominantly based a Local Authority Civic Amenity sites.
Obligations placed on members of the Distributor Take Back Scheme
Regulation 33 states that "A distributor who supplies new EEE shall make information available to users of EEE in private households on -
a. the requirement on each Member State under Article 2 of the Directive to minimise the disposal of WEEE as unsorted municipal waste and to achieve a high level of collection of WEEE for treatment, recovery and environmentally sound disposal;
b. the collection and take back systems available to them;
c. their role in contributing to the reuse, recycling and other forms of recovery of WEEE under these Regulations;
d. the potential effects on the environment and human health as a result of the presence of hazardous substances in EEE;
e. the meaning of the crossed out wheeled bin symbol.
Regulation 54 (5) states that "a distributor shall be guilty of an offence if he contravenes or fails to comply with any requirements of regulation 33".
To meet this obligation, DTS members have also contributed financially toward the establishment of a UK wide WEEE recycling website, www.recycle-more.co.uk. This website includes information about all aspects of the WEEE directive, and in particular the capability to find the location of local WEEE collection facilities (known as "Designated Collection Facilities" or "DCFs").
To find you local collection points please go to www.recycle-more.co.uk/banklocator