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We understand there may be a time you wish to return an order – that’s why we’ve made it easy to return for a refund or exchange. We are proud to be working with Asda and their amazing ‘toyou’ service, making it easier to return items than ever before!
Please keep your Despatch Note, or note the order number as you might need it as proof of purchase in the event of any after-sales queries. Please also retain your proof of return.
There are some products that are excluded from our returns policy. These are listed in the ‘Returns Exception’ section.
Any refunds processed will be made back to the original payment method within 14 days of receipt of the product back to us, where all applicable requirements are met. Your statutory rights are not affected.
With no impact on your statutory rights, we offer a 28 day money back guarantee.
We will replace or refund most goods provided they are returned to us within 28 days of receipt to you complete, unused and in original packaging with tags and labels in place.
There are some exclusions to this offer that can be found in the ‘Returns Exceptions’ section.
Under the Consumer Contracts Regulations, you have the right to cancel your order and obtain a refund for any item purchased (apart from the exceptions listed) when ordering either over the telephone or via the internet.
You are entitled to cancel your contract, provided that you tell us you want to cancel the contract no longer than 14 days after the day on which you receive your goods, or in the case of a multiple order, the last part of the order (other than any goods which you have pre-ordered which will have separate cancellation rights).
You should let us know that you wish to cancel before the cancellation period (stated above) has expired. You must inform us of your decision by a clear statement (e.g. a phone call, or letter sent by post or e-mail).
If you write to us, this should be sent to us at Customer Services, Ideal Home House, Newark Road, Peterborough PE1 5WG although please ensure the letter reaches us in time or email [email protected].
Please quote your order number when advising of your intention to cancel.
You should return the goods to us, following our Returns Procedure, or hand them to us at our address Ideal Home House, Newark Road, Peterborough, Cambridgeshire PE1 5WG within 14 days of cancellation.
Please note: the right to cancel does not apply to certain products. As a consumer, you have legal rights in relation to goods that are faulty or not as described. These returns exceptions do not affect these consumer rights. For exceptions view "Returns Exceptions".
If you cancel your order we will refund the price you paid for the goods (subject to certain possible deductions which are detailed in these terms), including the costs of delivery to you, within 14 days of our receiving the return, as long as it meets all of the requirements detailed.
Please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling of them in a way which would not be permitted in a shop; for example if the goods have been used, parts are missing or security / hygiene seals have been broken.
We will process your refund as soon as possible and in any event not later than 14 days after the day we receive back from you any goods supplied, as long as it meets all of the requirements detailed in our Returns Policy. If you cancel your contract before goods have been sent to you, we will process your refund no later than 14 days after the date we receive your product. you informed us about your decision to cancel your order.
We will make the reimbursement using the same means of payment as you used for the initial transaction.
We may withhold your refund until we have received the goods back or you have supplied satisfactory evidence of having sent back the goods, whichever is the earliest.
You must take reasonable care of the products, and return them undamaged to us. Products need to be returned in their original packaging and you will need to ensure that the package is sufficiently robust to minimise the risk of transit damage.
Please refer to Returns Options on available methods to return your product back to us.
Please note: that goods are returned to us at your risk and we may make a deduction from the reimbursement for goods when these are returned to us damaged or if they have been handled in a manner beyond what is necessary to establish the nature, characteristics and functioning of the goods.
The following items are excluded from return, unless they are faulty, under the Consumer Contracts Regulations 2013.
Products that are made to the customer's specification or are personalised - for example, a made to measure suit or pair of curtains, or a gift that has the recipient's name engraved on it.
Products that are liable to deteriorate or expire rapidly - such as a delivery of fresh flowers or frozen food.
Newspapers, periodicals or magazines. However, subscription contracts retain the right to cancel provided that the subscription has not commenced.
Unsealed audio, video recordings or computer software.
The supply of accommodation, transport of goods, vehicle rental services, catering or services related to leisure activities if the contract provides for a specific date or period of performance - for example, hotel bookings, courier services, car hire, restaurant bookings and theatre tickets for specific dates.
In addition consumers will lose their right to cancel if they:
Unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons (e.g. underclothing, shapewear, swimwear, intimate apparel and electrical items and items supplied with a hygiene strip at time of delivery that has had the strip removed, earrings or pierced body jewellery).
Combine other goods after delivery that then become inseparable
Commence any Digital downloads.
Partially consume food or drinks (unless otherwise stated).
Please note: these return exceptions do not affect your rights as a consumer.
In the unlikely event that you wish to return your purchase, you can arrange your return by contact our Customer Services team.
For furniture that has been assembled on site as part of your purchase offer, a deduction from your refund will be made equal to that currently being quoted on the Supplier’s website, or shown on our website, for collection. In addition, should the product require dismantling, a charge equal to the original assembly charge will also be deducted from your refund. Additional deductions will be made from your refund for any damage that has occurred to the product which reduces its product sale value since it has been in your ownership.
Where furniture has been delivered without onsite assembly being completed, returns must be in a fully resaleable condition. Charges for collection of the product will be deducted from the refund given.
We may make a deduction from any refund for loss in value of any Goods as the result of any unnecessary handling by you. You must take reasonable care of the Goods and you must return the goods (including Paperwork, links, instructions and box as applicable). The goods must be in their original condition.
DO NOT remove any SECURITY or BRAND TAGS
You acknowledge that the removal of any product, security and/or brand tags will affect the value of the Goods and that its absence or damage to it, will reduce the value of the Goods. If you return the Goods with a missing or damaged security/ brand tag or paperwork, we will make a reasonable deduction to the sum refunded to you not exceeding 25% of the purchase price.
Returned goods will be inspected by our returns management team and you will incur a charge for any work necessary if the returned goods are found to be damaged or otherwise compromised from you handling the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods e.g. if tags have been removed.
Sewing Machine Problems?
If you are having an issue with one of the machines listed below, and it is still under warranty, please contact our Customer Services Team on 0330 3321300 in the first instance. We would like to arrange for our trusted sewing machine technician to call you to ascertain the nature of the problem before a return is made. Below is a list of sewing machines affected, along with the product code, description and warranty length.
|128034||Toyota DES 21 Sewing Machine||10 years|
|130239||Brother 8080 Sewing Machine||10 years|
|134891||Brother XR6600 Computerised Sewing Machine||10 years|
|145661||Toyota JFS sewing machine||10 years|
|148508||Silver Viscount 9500 Computerised Sewing Machine with bonus pack of 3 scissors||15 years|
|151975||Janome DC4030 Computerised Sewing Machine with 10 Years Parts and Labour Warranty, Including Accessory Bag, 3 Pack of Scissors and 4 Sewing Feet||10 years|
|152987||Janome DC4030 Computerised Sewing Machine with 10 Years Parts and Labour Warranty Including Accessory Bag and 4 Sewing Feet||10 years|
|153457||Janome DC4030 Sewing Machine Including Accessory Bag 3 Pack of Scissors 4 Sewing Feet and Debbie Shores Short Cut To Curtains Debbie Shores||10 years|
|156675||Brother 8080 Sewing Machine with 15 Year Parts and Labour Warranty and Debbie Shore Sew What?||15 years|
|156729||Brother 8080 Sewing Machine and 15 Year Parts and Labour Warranty||15 years|
|159938||Silver Viscount 9500 Computerised Sewing Machine with bonus pack of 3 scissors||10 years|
|162146||Cooper Ruby Red 27 Sewing Machine with 10 year parts and labour||10 years|
|163105||Silver Viscount Sewing Machine 9500 with 20 KM of thread||15 years|
|163388||Cooper Ruby Red Sewing Machine with 20 Years Parts and Labour Guarantee||20 years|
|163483||Cooper Ruby Red 27 Sewing Machine with 10 year parts and labour warranty||10 years|
|164479||Brother MS6NT Sewing Machine||15 years|
|164693||Silver 9300E Computerised Sewing Machine||15 years|
|168214||Brother MS6NT Sewing Machine||15 years|
|168819||Brother MS6NT Sewing Machine with 15 Years Warranty and FREE 5 years additional warranty Sewing Lesson and 10000m of Thread||20 years|
|169224||Brother MS6NT Sewing Machine with Free 20 Years Warranty and Sewing Lessons||20 years|
|170680||Silver 9300E Sewing Machine with 15 Years Parts, Labour and Annual Servicing Warranty||15 years|
|170951||Silver 9300 Computerized Sewing Machine with with 15 Years Warranty and FREE 5 years additional warranty, Sewing Lesson, and 10000m of Thread||20 years|
|176969||Brother MS6NT Sewing Machine with 20 Year Guarantee 10000 metres of thread a DVD & Free Lessons||20 years|
|177434||Cooper Ruby Red Sewing Machine with 20 Years Parts and Labour Guarantee||20 years|
|178730||Brother MS6NT Sewing Machine with 20 Year Guarantee, 10000 metres of thread & Free Lessons||20 years|
|180828||Silver 9300E Computerised Sewing Machine with 15 Years Parts Labour & Annual Servicing Warranty Plus Bonus Navy Sewing Machine Bag||15 years|
|185307||Toyota RS2000 Series Sewing Machine Bundle with Craft Lamp, Extension Table and Dual Bag||15 years|
|317318||Brother 8080 Sewing Machine and 10 Year Parts and Labour Warranty||10 years|
|318396||Brother ES 2020 Sewing Machine||15 years|
|318595||Toyota 21 DES with Case,handy chest and set of 3 Scissors||10 years|
|318613||Toyota 21 DES Sewing Machine||10 years|
|318692||Silver Viscount 9500 Computerised Sewing Machine||10 years|
All products that are free with the purchase of a product or service, are considered a part of the overall contractual agreement made at the time of purchase, unless otherwise stated.
Where products purchased were part of a bundle or had a free item associated with the sale, all products must be returned. If you do not return all of the items associated with the purchase (e.g. free items) then the cost of these items will be removed from the refund paid back to you. The value of those items removed from the refund will be calculated at the price relevant at the time of your purchase.
If the product has been sold as a bundle offer then all parts must be present for the return to be completed. If all parts are not received then the return may be rejected and returned back to you or the value of the missing parts removed from your refund, the value of the parts will be based on the individual price of the items at the time of your purchase or as a percentage of the overall product cost that was paid.