ONLINE RETURNS POLICY
At deGruchys.com we are committed to selling only high quality products however we understand that there may be occasions when you need to exchange or return your order with us.
We will be willing to refund or offer an exchange on products which are returned to us in a re-sellable condition, unused, free from defects and with all the original packaging intact provided they are returned within 28 days from the date of purchase.
There are some products by reason of their nature and for health and hygiene standards which we are not able to accept for a refund or exchange these include:
• Gift cards.
• Inflatable beds including Aerobeds and Intex.
• Bedding this includes mattresses, mattress toppers or protectors, duvets, pillows and massage cushions.
• Hosiery and Underwear.
• Cosmetic goods including make-up and perfume.
• Any product which has been specially made to order.
Exceptions will only be made at the discretion of the management if the item is unopened, remains sealed in the original packaging or if the item is found to be faulty or defective.
To return an item to us please complete Section 1 of the Returns Form ensuring your full name and order is clearly stated. We must stress that if a package is returned without Section 1 complete we cannot guarantee your return will be processed promptly which may result in a delay to a replacement being dispatched or a refund being issued.
The item remains your responsibility until it reaches our returns department. You may use a delivery company of your preference however for your own protection we do recommend you use a recorded service to enable you to track the progress of your return.
Once the parcel has arrived with our returns department it will take 24 hours for us to process your refund. The refund will then show in your account 2-5 days following this.
Refunds cannot be issued until items are received into our returns department.
If a refund has been requested it will be processed using the means of payment used for the original transaction.
Items which are returned to us in an unsatisfactory condition and have evidently been used and which are not faulty or defective will be returned to the customer free of charge after inspection.
RETURNING ITEMS PURCHASED ONLINE
Should you wish to return an item purchased online this should be sent to:
50/52 King Street
Items purchased online can also be returned to store.
If ordered online and you opt to return the product/products to store please be aware that the refund will only be processed when the item has been received by our returns department and will not be issued at the time of return. This can take between 3-5 working days.
To return an item to store you should take a printout of your order confirmation or order packing slip and the product you wish to return to the appropriate department in-store. We would ask that at this point you highlight the item was purchased online and you wish to return it for a refund. The sales assistant will then process the return and provide you with a receipt.
Once the refund has been processed an email will be sent to you confirming the refund has been issued.
FAULTY OR DAMAGED
If any item that we deliver to you arrives damaged, faulty or is incorrect in relation to the item listed or is otherwise not in accordance with our contract with you then we will happily replace the item for free or offer a refund based on your preference. We ask that any such discrepancies are reported to us within 5 days of receiving delivery.
RETURNING ITEMS PURCHASED IN-STORE
To return an item purchased in-store we would ask that this is returned directly to the department from which the item was purchased.