Refund policy
Returns & Refund Policy
Deyongs Ltd | Last updated: March 2026 | Applies to all online purchases from Deyongs Ltd
Contents
- Your statutory rights
- Extended 28-day returns
- Hygiene restrictions
- How to make a return
- Faulty or damaged items
- Refund timescales
- Exchanges
- Rejected returns
- Contact us
01 Your statutory rights — 14-day cancellation
Legal right
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel any online order and receive a full refund within 14 days of receiving your goods — no reason required.
To exercise this right, you must notify us of your decision to cancel within the 14-day period. You can do this by:
- Using our returns portal (quickest)
- Emailing customerservices@deyongs.com
- Calling us on 01442 268057 (Mon–Fri, 9am–5:30pm)
Once we have received your returned items, we will process a full refund of the goods price and the original standard delivery charge within 14 days. Return postage is free — a prepaid label will be provided via our returns portal.
Note on delivery refund: The original delivery charge is only refunded where you are returning your entire order. If you are returning part of an order, the delivery charge will not be refunded.
02 Extended 28-day returns
Beyond your statutory 14-day right, we accept change-of-mind returns for up to 28 days from the date of purchase, subject to the conditions below.
Condition of returned items
All items must be returned in their original, unused, unwashed condition with original packaging, tags, and insert cards intact. Used or washed items will not be accepted for return.
03 Hygiene restrictions
For health and hygiene reasons, the following filled products cannot be returned once the sealed packaging has been opened, unless the item is found to be genuinely faulty:
The following items can be returned in unused, unwashed condition with all original packaging and labels intact:
04 How to make a return
All returns must be submitted through our returns portal, which will generate a free prepaid return label. Please do not return items without first creating a return through the portal — this ensures your return is tracked and processed correctly.
Before you return
If your item is faulty or damaged, please contact us before returning it. This allows us to investigate the issue and ensure the correct resolution is offered. Returning a faulty item without prior contact may affect our ability to process your return or offer a refund.
Once you have created your return and attached the prepaid label:
- Items must be securely packaged — ideally in their original packaging
- Multiple items from different orders may be returned together in one parcel
- Retain your proof of postage until your refund has been confirmed
Items purchased in physical stores
Items bought from physical retail stores must be returned to the store where they were purchased. Our online returns portal cannot process in-store purchases.
05 Faulty or damaged items
Under the Consumer Rights Act 2015, you are entitled to a remedy if goods are faulty, not as described, or not fit for purpose. Your rights are as follows:
| When fault is reported | Your rights |
|---|---|
| Within 30 days of delivery | You are entitled to a full refund or replacement. Contact us at customerservices@deyongs.com to arrange. Photographic evidence of the fault may be required. |
| Between 30 days and 6 months | We will repair or replace the item. If repair or replacement is not possible, a full refund will be offered. You must provide evidence that the fault existed at the time of purchase or delivery. |
| After 6 months | You must provide evidence that the fault existed at the time of purchase. If proven, we will repair or replace the item. If neither is possible, a refund will be offered, which may be partial to account for fair use. |
Delivery charges will only be refunded for faulty goods if the entire order is affected.
Not covered
Faults arising from fair wear and tear, accidental damage, negligence, incorrect laundering, or failure to follow care instructions are not covered under our returns policy or the Consumer Rights Act.
06 Refund timescales
Once your returned item has been received at our warehouse and inspected, we will process your refund to your original payment method within 5–7 business days. During busy periods (including sale periods and peak season), processing may take up to 10 business days.
Refunds are always returned to the original payment method used at checkout. We are unable to refund to a different card or account.
Your bank or card provider may take a further 3–5 business days to show the refund in your account after we have processed it. This is outside our control.
07 Exchanges
We are unable to process direct exchanges at this time. If you would like a different size, colour, or product, we recommend returning the unwanted item via our returns portal and placing a new order for the item you want.
If you are within the 14-day statutory cancellation period, you will receive a full refund on your return which you can use towards your new order.
08 Rejected returns
We reserve the right to refuse a return if:
- The item has been used, washed, or is not in its original condition
- Original packaging, tags, or labels are missing
- The hygiene seal on filled products has been broken (and the item is not faulty)
- The return is received outside the applicable return window
- The item was not purchased directly from us or an authorised partner
If a returned item is rejected and deemed unsellable, we will hold it at our warehouse for 30 days, during which you may arrange collection at your own cost. After 30 days, uncollected items will be responsibly disposed of.
Third-party brand items
Items returned to us that are not from our own brands (Deyongs 1846, The Lyndon Company, Lobster Creek, House of Norris) will be held for 30 days. Where contact details are available we will attempt to notify you. After 30 days unclaimed items will be responsibly disposed of.
09 Contact us
If you have a question about a return or refund, please get in touch before sending anything back:
01442 268057
Monday–Friday, 9am–5:30pm
Deyongs Ltd
Unit 3, Maxted Court
Maxted Road, Hemel Hempstead
HP2 7BL