What is Your Customer Returns Policy?

If you change your mind or no longer want items

You can return your order, or part of it, for any reason within a certain time period after delivery (see below). The goods and packaging must be in their original condition, so that we can re-sell the goods at full value.

Product	Return Period
	Via Courier	To Store
DVDs, electronics or perfumes where the seal or packaging has been opened	Not available, unless faulty	Not available, unless faulty
Collect From Store items	Not Available	28 Days
All other items	7 working Days	28 Days

If you want to return a product via courier because you've changed your mind, please contact us through this website within the cancellation period specified above. Click here to contact us. Please package the product securely for return to us. Items must be in their original condition, so that we can re-sell the goods at full value to be eligible for a refund. We reserve the right to refuse returns or to charge you our fees and expenses if the product is not received in new, unopened condition.

Returning items to us

Here's how to return items to us, if you have any questions, please contact us. If you return all of your order your delivery charge will be refunded to you. If you only return part of your order, your delivery charge will not be refunded.

Method	How to do it	Things to note
Return to Store	Take your delivery note and products you wish to return to the store. The store can refund you via a credit or debit card.	If you do not have your delivery note, you can print your order confirmation email or invoice.
Via our courier	Contact us through your account page. We will either provide you with a postage label or arrange a collection, depending on the size of the product. We can not accept returns which we have not authorised before collection.	There is a charge for this service (see below).
Via your own courier	Contact us through your account page. Once authorised by us, you can post the items to us at your cost.	Please ensure you obtain insurance, items which become damaged or lost in transit can not be refunded.

Orders which are delivered via Collect From Store should be returned to a Home Bargains store. You can return the items to any of our stores, it does not have to be the same store you collected the item from. We are unable to send couriers for returns from Collect From Store orders.

Returning damaged or faulty items

If your Home Delivery order arrives damaged, faulty or there is any other kind of error with your order, please contact us within 7 working days of receiving it. If we need you to return it to us, we will pay for this service. Alternatively, you can return it to any Home Bargains store. Please take some proof of purchase (eg, order confirmation email, invoice etc) with you. Slight damage to the outside box can happen during shipment and would not be regarded as product damage.

If there is a problem with your Collect From Store order, please return it to the store with some proof of purchase (eg, order confirmation email, invoice etc) and our staff will be able to help you in store.

Return charges

If you are returning an item to us which is faulty, arrived damaged or was sent in error, we will collect the item from you or provide a pre-paid postage label free of charge. If you are returning an item for any other reason we will charge you for this. Returns made via our courier or using our pre-paid postage label costs £2.99 per parcel.

Cancelling an order

 

You can cancel your order before it is shipped. Simply contact us via the Contact Us page on the web site and we will make arrangements to cancel the order before it is shipped and give you a full refund. If the order has already been shipped, you should follow the instructions for returning orders.

 

Missing items 

If you have ordered multiple items it is possible that they have been shipped in multiple parcels. You can see the contents of each parcel by looking at your order details on the My Account Page. If having received all your parcels, goods are missing, contact us via the Contact Us page within seven working days and we will make arrangements to resolve the issue.

 

Warranty issues

 

If you have a product warranty issue you should contact us via the Contact Us page on the website and we will make arrangements to resolve the issue. If necessary we will make arrangements to have the product returned to us at our cost. If we send you a replacement product, we will also cover the cost of sending you the replacement. Orders which are delivered via Collect From Store should be returned to a Home Bargains store. You can return the items to any of our stores, it does not have to be the same store you collected the item from. We are unable to send couriers for returns from Collect From Store orders.

What if I Have Lost My Receipt?

 

To process an exchange/refund we need proof of purchase and also need to confirm the date of purchases (to establish if goods are in their warranty period/being returned within 28-day period). If you do not have your receipt we will accept a credit card or bank statement, however in this case we will provide exchange of goods or goods to the value of, we will not give a refund.

Can I Return a Product to a Different Store to the One I Purchased it From?

 

Yes, you can return the goods to any Home Bargains store provided you have proof of purchase. The only provison being that the store you return goods to should be able to sell the returned product (e.g. for alcohol, store must have a license to sell alcohol).

To send us more information or ask us a question – click here

How do I Make a Complaint?

We take your feedbackseriously. Please use the link below to make your complaint.

If your complaint relates toa store, it will be forwarded to the Area Manager for the store. They willcontact you directly to review the complaint with you, prior to investigatingit at the store and taking appropriate action.

Other complaints will be itwill be sent to the relevant person to review and respond to.

All complaints are alsocopied directly to:

· Tom Morris – ManagingDirector

· Joe Morris – OperationsDirector

We aim to deal withcomplaints in an efficient and professional manner. 

To send us more information or ask us a question – click here

How do I Send a Compliment – a Thank You?

 

Please use the link below to give your compliment

We love to get positive feedback from you. Our staff receive bonus for providing outstanding customer service. Your feedback is a key element in deciding if they receive this bonus. Your compliments will be sent to:

·          Tom Morris – Managing Director

·          Joe Morris – Operations Director

·          Area Manager for the store (if appropriate)

The Area manger for the store will forward your compliments to the relevant store staff (if appropriate) they will be delighted to receive it.

To send us more information or ask us a question – click here

I Was Not Charged the Price Shown on the Ticket. What Can I do?

We are legally and duty bound to sell the product described on the ticket for the price shown on the ticket.Unfortunately, sometimes the wrong ticket can end up in-front of a product: due to staff error or customers putting stock back in the wrong location. In these instances we are not required to, and we would not, sell the product for the price shown on the wrong ticket.

If our till system chargedyou a different price to that shown on the ticket, for the product described onthe ticket, then the store should refund you the difference. If this did nothappen, please use the link below to email us details and we will makearrangements for you to receive a refund.

Your email will be sent to the Area Manager for the store who will contact you to review the issue with you prior to investigating it at the store and taking appropriate action. Your email will also be copied to Tom Morris, Managing Director and Joe Morris, Operations Director, TJ Morris Ltd.

To send us more information or ask us a question – click here

Can You Open a Store Near to Me?

 

A Use the link below to let us know where you would like to have a Home Bargains store opened. We will forward your email to:

·          Tom Morris – Managing Director

·          Joe Morris – Operations Director

·          Our Property Agent, Nigel Bennett

We will then review with Nigel, the possibility of opening a store near to you. Remember, we also sell on-line!

To send us more information or ask us a question – click here

Can You Make a Donation to Our Charity?

We have a number of charities/good causes we work with on anon-going basis (see community link http://www.tjmorris.co.uk/community). Our charity/community work has been recognised in the many awards we have won. Every week we receive a large number of requests for one-off donations/sponsorship for schools, clubs, special events etc. We read all of these requests, however we are only able to support a faction of them.

To send us more information or ask us a question – click here

What are the Opening Times for my Local Store?

For details of opening times for a bank holiday weekend, you should contact your local store as times will vary from store to store.
 

You can view the individual opening times for your local store by visiting our stores page http://storelocator.homebargains.co.uk). Simply type in your post code and a search distance and the list of local stores will be shown. Select the appropriate store and the address, tel no. and opening times for the store will be shown, as well as its location on Google maps.

To send us more information or ask us a question – click here

I Would Like More Information on a Product or Like to Ask You About a Product.

 

Simply click on the link below to send you query directly to our buying department. They will review your query with the relevant buyer and respond directly to you. Your email will also be copied to Tom Morris, Managing Director and Joe Morris, Operations Director, TJ Morris Ltd.

To send us more information or ask us a question – click here

I have had an accident in your store. What should I do now?

We are sorry that you have had had an accident in our store. We trust you have not suffered any long term ill-effects. You should make sure that the details of your accident were recorded in the stores accident book. If this did not take place please return to the store as soon as possible to make sure it is completed. We would also like to know the details of the accident so that we can investigate it at the store to ensure appropriate action has been taken to prevent a similar accident happening again. Please use the link below to provide us details of the accident. This will be forwarded to our Health and Safety Manager and to the Area Manager for the store to review. The Area Manager for the store will investigate the circumstances of the accident and take action to ensure a similar accident does not occur again. Your email will also be copied to Tom Morris, Managing Director and Joe Morris, Operations Director, TJ Morris Ltd. 

To send us more information or ask us a question – click here

Because of a Loose Top, a Bleach Type Product has Caused Damage to my Goods. What Should I do Now?

 

We are sorry that bleach or a similar product has caused damage to your goods. If the top of the container was loose and this was the reason for the damage to your goods, unfortunately we can not accept liability for any damage to your goods. Product packaging and signs in store do warn customers to check that the top is tight and to keep bleach and similar types of products upright at all times. 

However, if the container for the bleach/bleach type product was defective and this defect caused the damage to your goods, we will be able to make a claim, on your behalf, against our supplier or the damaged goods. Please see next section for information on what you should do in this case. 

Because of a Damaged Container, a Bleach Type Product has Caused Damage to my Goods.

 

We are sorry that bleach or similar product has caused damage to your goods. If the container for the bleach/bleach type product was defective and this defect caused the damage to your goods, we will make a claim for the damaged goods, on your behalf, against our supplier. In this case you should ensure that: 

 

·          A customer claim form is completed and given in at the store where the product was purchased/accident took place

·          The defective container should be given to/retained by the store

·          The defective goods (clothing etc.) should be given in at the store where the product was purchased/accident took place

 

We would also like to know the details of the accident so that we can check with the store to ensure the claim is processed properly and efficiently. You can do this by using the link below to send us necessary details: This will be forwarded to our Customer Services department and to the Area Manager for the store to review. They will ensure your claim is handled properly by the store. Your email will also be copied to Tom Morris, Managing Director and Joe Morris, operations Director, TJ Morris Ltd.

To send us more information or ask us a question – click here

Where is the Nearest Store to me?

 

You can view the a list of local stores by visiting our stores page (http://www.tjmorris.co.uk/stores/). Simply type in your post code and a search distance and the list of local stores will be shown. Select the appropriate store and the address, tel no. and opening times for the store will be shown, as well as its location on Google maps.

To send us more information or ask us a question – click here

How do I Ask Another Question?

 

You should use the link shown below.

To send us more information or ask us a question – click here

Can I recycle my electrical items?

If you’re buying a new electrical item please do not throw electrical equipment in your bin. This is because: Unwanted electrical equipment is the UK’s fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment.

If you do not recycle electrical items they will end up in landfill where hazardous substances will leak out and cause soil and water contamination - harming wildlife and also human health.

 

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by offering all customers buying new electrical equipment free take-back of their old electrical on a like-for-like basis in our stores. Unwanted Items should be returned within 28 days of purchasing your new product.

Simply hand your unwanted items to a member of staff.

We will recycle your old one for FREE

To send us more information or ask us a question – click here