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How to return a product to John Lewis: John Lewis’ returns policy explained

From faulty to unwanted, we'll explain everything you need to know when returning your John Lewis products

Returning or exchanging a product can be like navigating a maze of different policies and conditions, which isn’t what you need when you’re not completely happy with your purchase or gift in the first place.

What’s more, since John Lewis cut its returns period from 90 to 35 days, it’s even more important you have the information you need when you need it.

That’s why we’ve gone to the effort of checking all the different policy pages for John Lewis & Partners and condensing everything into one neat guide.

Better still, we’ve even looked over the Christmas present returns details to ensure you’re covered if your loved one changes their mind.

After reading this, all you’ll have left to worry about is getting the Christmas dinner right.

Returns policy

Here are the details for the all-important returns policy of John Lewis & Partners.

Condition of itemTime to returnProof of purchase needed?Where can you get a refund or exchange?Can everything be returned?Xmas policies?
Unused and in original condition (unless opened to inspect)35 days from purchaseYesIn store or via post if onlineNo. See list below.Yes.

What does “unused and original condition” mean?

John Lewis states that unused and original condition means your product is within its original packaging, and that the packaging and labels are in good enough condition to be resold; that the product hasn’t been used; that you haven’t left any personal data on the product; and, unless faulty, that it’s returned within 35 days of purchase.

What is “proof of purchase”?

Classically, this will be a receipt issued in store.

However, if you purchase online or you’re a member of my John Lewis, there are a couple of handy tricks to keep in mind. When you purchase online, ensure you sign in to your account at the checkout stage when making your purchase in order to record it. If you’re a member of My John Lewis, you can access your receipts via the Kitchen Drawer app. You have the option to print receipts, too, if you like.

What if it’s faulty?

If your item develops a fault within 30 days, John Lewis will exchange or refund the item, as long as you have proof of purchase. After 30 days John Lewis will attempt to repair the item, permitting it’s within the terms and conditions of the warranty.

What if your purchase was more than 35 days ago?

John Lewis claims that beyond the 35-day period, there’s no guarantee of a refund, exchange or credit note. However, a John Lewis spokesperson told us that if you return an unused item to one of its stores with a receipt, it’s down to the store’s discretion whether to offer a refund, exchange or credit note. It’s no guarantee, but it might be worth a try.

Christmas purchases

John Lewis is gifting you with special conditions for Christmas presents this year. If you purchased your product between 21 October and 24 December, you have until 28 January 2019 to return the item if it’s unwanted or incorrect. John Lewis advises that you request a gift receipt so the recipient can take the item back if they wish to; unfortunately, a gift receipt isn’t an option if purchasing online.

How to return your product

You have a few options for returning products dependent on whether you purchased in store or online.

If your item was purchased in store, you can return it to any John Lewis & Partners store (excluding Heathrow) to sort your refund or exchange.

If purchased online, you have a few more options. You can return your item at any John Lewis & Partners store, or you can arrange for your item to be collected from your home through myHermes with pre-paid postage stickers you can print off. You’re also able to use Collect+ and Royal Mail to send back your item, but this does require going to one of their own shop locations to send your product off. Finally, as an online customer you have the option to return your product to a Waitrose & Partners store.

If you take your item to a John Lewis & Partners shop, your refund can be issued immediately. If you’ve paid via card, however, it can still take up to five days for the amount to show in your account. If you use other return methods, you can be waiting up to 14 days for your refund to be issued. The refund will go to the account originally used for the purchase.

If you’re returning jewellery, you must take any items worth more than £500 back to a John Lewis & Partners shop, rather than sending them in the post. Thereafter the item will need to be verified by the company’s specialists – this can take up to 14 days.

For items over 15kg, you need to arrange for a home collection regardless of in shop or online purchase. This will set you back roughly £30 to arrange if the goods are unwanted, although there won’t be a fee if damaged or faulty.

Items that can’t be returned

  • Products which you received over 35 days ago
  • Personalised items
  • Products that have been unsealed (other than to inspect)
  • Products without original packaging or where it’s been returned in poor condition
  • Products that contain your personal data or have been manufacturer-registered
  • Gift Cards
  • Perishable goods such as fresh flowers and food
  • Computer software vouchers that have been redeemed or activated, or computer
  • Software, CDs or vinyl records that have been opened
  • Where a product has been personalised for you, or made to your specific measurements
  • Pierced earrings
  • Underwear or swimwear
  • Bedding
  • Mattresses (unless indicated in a supplier promotion)
  • Beauty products
  • Toilet seats and brushes
  • Any personal care products (such as electric razors, breast pumps)

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