What is the returns policy?
We understand you may be self-isolating at the moment, so we have extended our returns policy for any orders placed from 17/3/2020 to 60 days. This is double the duration of our usual returns policy.
We hope you are delighted with everything you buy from us, but we do understand that you may need to return things sometimes.
If you’re not happy with something you receive from us for any reason, you can return your order (including sale and clearance items) complete, unused, unwashed or unassembled in a saleable condition within 30 days of receipt. Please ensure products are kept in their original packaging.
Our returns policy does not affect your legal right to cancel or your legal rights in relation to faulty products.
Refunds will be made back onto the original card which payment was made. We are not able to refund any postage charges for part of the orders returned.
Returning Beds or Mattresses
Please call our customer service team on 0344 848 6000 (9am – 8pm Mon – Fri, 10am – 4pm weekends and Bank Holidays) within 30 days of receipt to arrange a return of these items. Note this can take between 2-8 weeks to be collected, depending on location please see map here.
We cannot accept the return of items that have been assembled, used or damaged since we have delivered them. We are also unable to refund any assembly provided by GLTC after 30 days. If the bed is faulty please contact the customer service team on the number above. This does not affect the 5 year warranty on beds and mattresses please see separate terms here. The 5 year warranty starts from orders placed after 5th September 2018.
If you are returning a mattress due to the comfort sleep trial please see separate terms here.
How long will it take for my return to be processed?
We aim to refund your item within 5 working days of receipt at our warehouse, but please note that it may take up to 10 days for goods to get to us through the carrier networks. Once the order is refunded you will be notified by email.
How do I return something?
Our Free Returns policy means you can return things only from within the UK, excluding the Republic of Ireland, EIRE, Channel Islands and Highlands for any reason, at our cost, for a refund. You just need to return it, unused, within 30 days of the despatch date in its original packaging. For information on returning overseas orders please go to International Delivery. Furthermore, in the event that our Free Return options are not available in your area within the UK, we may ask you to return your items to us yourself along with a receipt for the cost of postage incurred. Before posting we must approve the cost of postage, once agreed we will then reimburse you for this on receipt of your parcel.
Please note if an item is returned which brings the value of your order below an offer threshold or the threshold for free delivery, your refund will be adjusted to reflect the fact that the offer is no longer valid. Any postage costs paid for delivery will not be refunded.
What to do:
To make returning unwanted items as easy as possible for you, we have a number of options available, all of which are completely free of charge. Please ensure that you complete a returns form with the correct information or you may not qualify for a refund.
If you don't have a Returns Form handy, you can get one here: Download a returns form.
- Returning by Freepost
To return goods by post, simply fill out the Returns Form on the bottom of your delivery note and send it back with the item to:
Phase 1 Prolog
- Collect+ service
Alternatively, you can try our fantastic Collect+ service – a convenient way to return parcels through a network of around 3,800 local convenience stores in the UK. This service is available for parcels within airline cabin baggage size guidelines (50x30x30cm, and up to 10kg in weight).
Collect+ stores are open from early until late, 7 days a week. The Collect+ store will give you a tracking number so you can be sure your return won’t get lost.
To use this service simply affix the Collect+ label (from the bottom of your delivery note) and drop the parcel at your nearest Collect+ store. If you no longer have your Collect+ label, you can download a new one at www.collectplus.co.uk/gltc.
Go to www.collectplus.co.uk/storefinder to find your nearest store.
- Courier Collection
For items that are too heavy for you to take to the post-office, please contact our Customer Services team who will arrange a free of charge collection on a working day of your choice (Monday – Friday).
If you need any help or advice about the best way to return items to us, please feel free to contact our customer services team by calling 0344 848 6000 or sending an email to firstname.lastname@example.org
Which items cannot be returned?
|Orders after 30 days of receipt||
If we receive products after 30 days at our warehouse a refund will not be issued, and our returns department will not be able to send the item back to you. If there is a fault please discuss with our customer service team before sending back goods.
|Products without original packaging||Returns which are not in their original packaging or in a saleable condition will qualify for 50% of the original value paid.|
|Orders without a completed returns form||This can be found on your delivery note or click here to Download a returns form.|
Any GLTC product bought from a partner retailer or any other website except gltc.co.uk
|Please return these to the store or site where the original purchase was made.|
|Personalised Products||If there is a fault please discuss with our customer service team.|
|Duvets and Pillows||We are unable to refund duvets and pillows due to hygiene reasons.|
|Assembled Furniture||Self- assembly items which have been assembled or part- assembled are excluded unless they are damaged or faulty (see ‘what if the item is faulty?’ below). We cannot accept the return of items that have been used, damaged in use or altered i.e. extra holes drilled or cut.|
|Wallpaper Rolls||Where the packaging has been opened or damaged.|
Products will be inspected prior to refunds issued so please ensure they are not damaged or soiled.
Please note we do not accept responsibility for furniture incorrectly assembled or decorated by a 3rd party. We are unable to reimburse decorator/ builder costs.
What if the item is faulty?
If you have identified a fault within 30 days of purchase, then you can return the item under our normal returns procedure. Make sure you inform us of the fault so we can make sure other items are not affected.
If a fault develops after the 30 day return period, contact us on 0344 848 6000 (9am – 8pm Mon – Fri, 10am – 4pm weekends and Bank Holidays) so we can discuss the fault with you and agree a resolution. In most cases we will require pictures of the faults before arranging a refund.
Can I return an item I received as a gift?
Unfortunately we are unable to return items gifted.
Is there a longer returns period at Christmas?
We do extend the returns period over Christmas; orders placed from 17th October 2019 will have until 10th January 2020 to be returned as long as they meet all the conditions above.
Can I exchange an item?
Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. To return an item please follow the steps stated in ‘How do I return something?’.
I want to return an item but have lost my delivery note
Not a problem, you can Download a returns form here. Please fill in the details ensuring that the order number is included on the delivery note which can be found on your email confirmation or by logging into your GLTC account. This will ensure the return is linked to the right order to get the refund.