We hope you'll be pleased with your purchase. If you should change your mind, and wish to return anything bought from johnlewis.com or our shops, we'll be happy to refund or exchange a product providing it's in fully resaleable condition. Returns should be made within a reasonable time (usually 28 days) and in original, undamaged packaging.* Please see below for exceptions to this policy.
When you buy online or by phone, you have additional rights as a consumer under the Distance Selling Regulations. This means if you as the purchaser notify us in writing of your wish to return an item within 7 working days of receiving it, we’ll refund you for both the purchase price and the delivery charge. Please make sure you take reasonable care of the item while it's in your possession, and that it's returned to us unused. Find out more here.
If the product returned is not in fully resaleable condition or the packaging is damaged, we do reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed under the following circumstances:
- The original account no longer exists
- The original account details have expired
- The order has been placed exclusively with gift vouchers
- The recipient requires a credit
We're unable to offer a refund or exchange on personalised, made-to measure/order or perishable goods (such as food, plants or flowers) unless they're faulty: * Wines can only be returned in full cases.
For reasons of hygiene, safety and copyright, we cannot refund or exchange the following products unless they're faulty:
Mattresses, mattress toppers, duvets, pillows:
personal grooming products, cosmetics, pierced jewellery;
children’s car seats and pushchairs that have been opened and used;
CD, DVD, tapes, software, videos or or other recording media, if seal is broken;
Should you wish to cancel your made-to-order or made-to-measure product for any reason, it's unlikely that we could sell it to another customer at full selling price. We'll charge a cancellation fee of 20% of the full selling price. In respect of these products our usual refund policy does not apply, and products cannot be returned or exchanged unless faulty.*
*None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection Distance Selling Regulations, please see our Terms & Conditions.