Packing and sending your return

A few minutes spent packing properly saves a lot of bother later, so it's worth doing well.

Protect the product's own packaging. This is the one that catches people out. We need to be able to sell the item on as new, so the original box needs to arrive in good condition.

• Put the original box inside an outer carton or bag wherever you can
• Don't put tape, labels or writing directly on the product packaging
• Keep any protective inserts, bags and ties that came with the item

Include everything. Accessories, manuals, fixings, spare parts and tags all need to go back with the item. A return that arrives incomplete can hold things up.

Write your RAN clearly on the outside of the parcel, not on the product packaging itself.

Use a tracked service. We can't take responsibility for a return until it reaches us safely, so tracking and proof of postage protect you if anything goes astray. It's worth the small extra cost.

Prepay your postage. If a parcel arrives with postage owing, the courier bills us and we'd have to take that from your refund.

Large or heavy items? Give us a call on +44 1778 562809, Monday to Friday, 09:00 to 17:00, before arranging anything. Furniture and travel systems can be awkward and expensive to send, and we'll advise on the best way to handle it.

Bringing it to the shop instead? That saves the packing and the postage. Request your RAN first, then bring the item and your order number to our Langtoft shop, open Monday to Saturday, 09:00 to 17:00.

Once it reaches us, we'll check the item over and get your refund moving. See When will I get my refund?

Returning a faulty item? Please still pack it carefully. We can't be responsible for damage that happens on the journey back to us, even when the original fault is ours to sort.