Refunds and exchanges
What is your Change of Mind policy?
Under our Change of Mind policy we're happy to exchange or refund most items within 30 days of the purchase date. Any refund or exchange is offered entirely at our own discretion and all terms must be returned with your original receipt (or other proof of purchase) in the same condition as when you purchased them, with the BHF price ticket attached (if applicable).
Please be aware that shops and stores may close temporarily. If you require a refund from a closed shop or store then please contact our Customer Service team for assistance.
Can I return a faulty item?
If you discover you have a faulty item we want to know about it. For clothing shops please return it with your receipt. For home stores please contact the store directly to arrange a collection or exchange.
If possible, please have your receipt or delivery docket to hand. Please note that as the items we sell are donated they may not be perfect but that does not mean they are faulty so please check your selected item to ensure you are happy before you make your purchase.
What safety measures are in place to deal with returned items?
We’d like to reassure you that we are following Government advice with an enhanced cleaning schedule and all equipment used to ticket and steam our donated and returned items is subject to regular cleaning.
I purchased an item with cash and would like to return it - I'd prefer a card refund. What can I do?
We understand that some customers may be nervous about handling cash but legally we are unable to refund back to a card in a shop or store.
However, in certain circumstances we are able to refund the monies into a nominated bank account and for this you will need to have an email account on which we can contact you. Please speak to a member of the shop or store team for more details or contact our Customer Service team on 0300 330 3322 or email our customer service team.
Can I get a refund or exchange on a Buy One Get One Free?
From time to time we may run a Buy One Get One Free (BOGOF) promotion on selected categories of product.
In the event that you wish to return an item from a BOGOF offer, you must return both items with your receipt and attached price tickets to receive a refund. If only one item is returned, you will not receive any funds in return, as the offer will no longer be valid.
Items bought on BOGOF offers may be returned for an exchange of another item included in the offer - to the same value or lower.
In the event a refund is requested, the cost of the free item will be deducted from the refund amount prior to the refund being issued, due to the order no longer meeting the requirements of the promotion.
In the event the free product is returned, no refund will be applied.
What items are you unable to refund or exchange?
Sorry we can’t give refunds or exchanges on: CDs, DVDs, videos, computer games, books, earrings, underwear or swimwear unless they are faulty.
Do you always offer a receipt?
It is our policy to issue a receipt for the goods you purchase. If you do not receive one, please ask. Please retain your receipt as proof of purchase.