Returns Policy. Our customers terms & conditions
Our returns policy
If you've changed your mind about keeping your purchase, please return it within 30 days in its original condition with proof of purchase. We'll exchange or refund it, as long as it meets our terms and conditions explained on this page.
By original condition we mean:
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you’ve kept all original packaging and labels in good condition and the product can be resold at full price.
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you haven’t used the product.
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the product contains no personal data and isn’t registered to a user.
How to return
Online purchases can be returned to us in a Waitrose or John Lewis shop, via the post, or any of our Click & Collect locations.
What can't be returned
These products can only be returned if they’re faulty or not as described.
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Purchases received over 30 days ago
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Items you’ve opened or unsealed, other than where necessary to inspect
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Items without the original packaging or labels
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Items or packaging in poor condition
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Items that contain your personal data or have been registered with the manufacturer
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Live plants and trees, including Christmas trees
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Food items such as hampers and other perishables that have an expiry date
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Products made or cut to your own specifications
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Products that have been personalised for you
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Computer software that has been opened or redeemed
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Opened gift cards
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Products that can’t be returned for hygiene reasons:
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Beauty products that have been opened, used or don’t have the seal intact
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Personal care products including electric razors and breast pumps
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Lingerie briefs, underwear, and stick-on bras
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Swimwear (if the hygiene seal has been removed)
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All earrings (including pierced, clip on and cuff)
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Face coverings
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Bedding
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Mattresses (unless indicated in a supplier promotion)
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Toilet seats and brushes
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If you return products which are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a refund or exchange, so please keep your receipt or order confirmation.
How you'll be refunded
You’ll receive a refund within 14 days of returning the item to the same payment method you used. For items bought with gift cards, we’ll send an e-gift card to the email address that was used to make the purchase.
Returning faulty items
If your product develops a manufacturing fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it. Please disable any security features and remove your personal data.
After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.
Get in touch if your item is faulty.
None of the above exclusions affect your statutory rights, in particular your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. More information on your rights under Consumer Contracts Regulations 2013.
Returns cost
Small items that can be posted to us or taken into a shop are free to return.
Large items that need to be collected from you are free to return if they’re damaged or faulty. If not, we charge a £29.95 collection fee.
Our new price promise
We’ve now introduced our new price promise. If you buy something from us and then find a better price at one of our 25 listed retailers within 7 days of your purchase, you can request a refund for the difference. We even match our own prices, so you can request a refund if we drop it ourselves after you've bought it.
Request a price promise refund
More return types
Returning gifts
You can return or exchange gifts in a store using the returns note and label that came with the order. We’ll either exchange the item or refund the value to a gift card.
If you send the item back to us we will send the refund through to the person who made the original purchase, using the card or payment method they used.
Refunds for purchases made with a promo code
If you bought a few items with a promo code, and returned one or some of these, we’ll deduct a percentage of the promotion value from your refund. This is part of the terms and conditions of our offers.
High value items
Please return jewellery and watches worth over £500 to a John Lewis shop that stocks jewellery. We will process your refund once the item has been returned to and checked by our specialist, which can take up to 14 days.
Check which John Lewis shops stock jewellery.
Business orders
Contact our Business Team for corporate returns.
Gifts with purchase
Free gifts received as part of an offer or promotion when purchasing an item must be returned with the main ‘qualifying’ item to receive a full refund. You can still buy the gift, provided it’s for sale on the John Lewis website as a stand alone item, by placing a new order for it at the normal advertised price.
If you want to cancel the main qualifying item in a ‘gift with purchase’ order, this will also cancel the connected promotional (free) item. This will result in a refund of the entire order price and neither of the items will be delivered or available for collection.
Issues with your return
You should receive your refund for returns within 14 days of sending the item back.
It can take up to seven days for it to reach our returns centre. Then, we check and process your return, which can take up to two days. We’ll then send you an email to confirm it’s been processed and your refund should be in your account within five days.
If you haven’t received your refund within 14 days of sending it, please contact us: Get in touch about your refund.
We don't take responsibility for items returned to us by mistake. We can't guarantee that incorrect items can be found or returned to you and we do not accept any liability for such returns. If you realise you have returned an item in error please contact us immediately with the order details.