Returns Policy

Returning Gifts After Christmas:

Our General Policy continues to apply during the festive season. However, to help you buy items with more confidence, we have extended the dates when purchases can be exchanged or returned until 31st January 2020.

We've made important business changes during Coronavirus COVID-19

Due to high demand and important changes to our working environments, we've extended our Retuns Policy to 90 days.

We really appreciate your patience and support while we maintain the best possible conditions for our colleagues.

General Policy

We pride ourselves on excellent customer service and aim to offer an unrivalled shopping experience for everyone. Occasionally we all make purchases we're not 100% happy with, which is why we like to make life as easy as possible and offer a full refund when you return any unused items, in a resalable condition and in their original packaging within 28 days. (We have extended the returns policy to 90 days due to the Coronavirus outbreak) 

Speedy returns: We will process your return within 72 hours of receipt and issue an email confirmation of the refund. Depending on your bank/card issuer it can take between 3-5 days for the money to appear in your bank account and 1-3 working days for PayPal refunds.

We will refund the original delivery charge only if a complete order is returned within the first 14 days after the invoice date. For our full terms and conditions please click here.

  • For security reasons we cannot refund a different card to the one you made the original purchase with.
  • For security reasons we can only send out replacement items to the address used in your original order.

This policy does not apply to the following products:

  • Furniture products that are made to order (These are subject to a separate policy, please see Third party supplier orders below).
  • Personalised products.
  • Perishable goods such as food and drink.

Before delivery - change or cancel an order

If you wish to cancel an order before it has been shipped, please contact our customer services team and have your order number to hand. We are unable to amend an order once it has been placed. If your order has already been shipped, please see our unwanted items section below.

This does not affect your statutory rights.

Third Party Supplier Orders

For furniture products that are made to order, you will only be able to cancel your order up to 24 hours after placing it.

If the goods arrive with any damage then you must contact our customer services team within 48 hours and they will arrange a replacement, replacement parts or refund in accordance with your statutory rights. After that time we will be unable to offer a refund or replacement. If the product does not fit into your home, it will be classed as a cancelled order and costs will apply.

If the product subsequently develops a fault within the warranty time frame, please contact our customer services team who will liaise with the third party supplier to resolve the issue. If the problem/fault is down to manufacturing, the parts will be replaced. If the problem/fault is found to be due to improper use of the product, a charge will apply.

Damaged/faulty items

If your item has arrived damaged or in poor condition please take images of the damage and send these to our customer service team by email or contact us through our live chat service within 48 hours.

If your item was shipped from our warehouse we will collect the item on a weekday of your choice and arrange for a replacement (stock permitting) or refund once the item has been returned to us.

If your order has been shipped to you by one of our third party suppliers, we will advise on the best solution.

We offer a 12 month warranty on our products although some manufacturers have extended warranties. Please check with the manufacturer of the item for this information.

Unwanted items

If you have received an unwanted item, you must make us aware within 14 days of receipt and ensure goods are returned within 28 days. Returns can be made in a number of ways:

  • Collection - if you want us to arrange your return to be collected, please contact us but be advised a handling charge may apply.
  • Post - if you return your order by post, we recommend that you return the goods by registered post so that you have proof of postage, as we cannot be held responsible for any parcels going missing during the transit.  Click here to download your returns form. This method of return will be at your own cost. We also recommend obtaining proof of postage in case the item is not received by our warehouse. Ryman Online Returns, Ryman House, Savoy Road, Crewe Cheshire, CW1 6NA
  • In store - most purchases can be returned to any of our Ryman stores nationwide, with the exception of third party supplier orders,so we recommend you check with your local store first. If you wish to return goods in store, please take a copy of your invoice. Goods can only be exchanged in store for the order value and no refund will be issued. If you require a refund this will be processed once the goods have been received into our warehouse by our customer service team and the money will be returned to your card within 10 days. Find your nearest store.

Personalised Products - If you make a mistake with your personalised order please contact us as soon as possible after placing the order and we’ll try our very best to amend it. However, on occasions we aren’t able to make any changes, particularly if the item you’ve ordered has already gone into production.

Your refund will be processed once we are in receipt of the goods. We reserve the right to refuse a refund on an item that has not been returned in a fully resalable condition - undamaged and in their original packaging and with the labels intact. This does not affect your statutory rights.

Missing or incomplete orders

If your order hasn't arrived or arrives incomplete, please contact us to report any issues within 48 hours with your order number to help us find your order more quickly. If you have more than one item on your order, please bear in mind that products may be sent out from multiple locations and so may arrive separately.

Product recalls

The safety of our customers is paramount. In the extremely rare event that we may recall a product, we will send you an email to arrange a collection and refund.

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