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Returns and order cancellations policy

At Leekes, we want you to be completely happy with your purchase. Our policy explains your rights and our procedures for returns, refunds and order cancellations. It is split into two sections – Online Returns and In Store Returns – because the process and timeframes differ depending on how you made your purchase. 

Nothing in this policy affects your statutory rights. Where goods are faulty, not as described, or not fit for purpose, your rights under the Consumer Rights Act 2015 apply regardless of how you purchased them. 

 

1. Online returns 

This section applies to goods bought through leekes.co.uk and delivered to you. 

1.1 Your right to cancel (cooling-off period) 

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel online orders of stocked product within 14 days of receiving your goods, without giving a reason. To cancel, contact Customer Care at customercare@leekes.co.uk or call 0333 222 4140 as soon as possible. If your order has already been dispatched, we may not be able to stop delivery, and the standard returns process below will apply instead. 

1.2 Return window 

  • You have 14 days from receipt to request a return of a non- faulty item, and a further 7 days to send the item back to us. 

Items that are special ordered or made to measure (for example, made-to-order sofas, chairs, and fitted home improvement projects) are non-returnable unless faulty. You can check whether an item is a special order by its stated delivery time – a delivery time of over 2 weeks generally indicates a special order or an item you have customised. 

1.3 How to return an online order 

Online purchases can be returned in any of the following ways: 

  • In store – bring the item, with proof of purchase, to any Leekes store. 

  • Via our courier partner – contact Customer Care to arrange a collection (a charge may apply) or complete our online returns form. 

  • By contacting Customer Care – email customercare@leekes.co.uk or call 0333 222 4140 including your order number and the reason for return. 

Once we've heard from you, we'll confirm the return method. Collections are made Monday to Friday, 8am–6pm; weekend collections are not available. 

1.4 Condition of returned goods 

Items must be returned complete, unused and in 'as new' condition, in their original packaging with all accessories. If an item is not returned in a fully resalable condition, we reserve the right to refuse a refund. Goods are returned at your expense, and the original delivery charge is non-refundable. 

1.5 Missing or damaged items 

Please check your order as soon as it arrives. Missing items or damage must be reported to customercare@leekes.co.uk within 48 hours of delivery. Claims made after this window may not be accepted. For damaged items, please provide clear photos of both the item and its packaging. 

1.6 Faulty online orders 

If an item develops a fault within 30 days of delivery, you are entitled to a refund, repair or replacement under the Consumer Rights Act 2015, once the fault is verified. If a fault develops after 30 days but within 6 months of delivery, we will offer a repair or replacement in the first instance; if this isn't possible, a refund via a gift card will be arranged for the value of the item excluding the cost of delivery. 

 

2. In store returns 

This section applies to goods bought in person at a Leekes store. Purchases made in store do not carry a statutory 'cooling-off' right in the way that online orders do. The return windows below are offered by Leekes as a goodwill policy, in addition to your statutory rights on faulty goods. 

2.1 Return window 

  • Standard items: 28 days from the date of purchase, for a refund or exchange for items purchased through the till as "cash & carry" items - this excludes any items on a sales order.

  • Sale items: 7 days from the date of purchase, unless the item is faulty. This again refers to items through the till as "cash  carry" items and excludes any items on a sales order, such as furniture.

  • Furniture and home improvement projects (e.g. furniture, fitted kitchens, bathrooms, bedrooms, conservatories, windows and doors) bought during a sale period are excluded from the 7-day sale window and remain subject to the standard 28-day return period, where returnable.) 

As with online orders, items that are special ordered or made to measure are non-returnable unless faulty, regardless of when they were purchased. 

2.2 How to return an in-store purchase 

In-store purchases can only be returned in person to a Leekes store – they cannot be returned by post or courier. Please bring your item, along with proof of purchase (receipt or order number) to any Leekes store within the applicable return window. We are unable to process any returns without a valid receipt, 

2.3 Condition of returned goods 

As with online orders, items must be complete, unused, and in 'as new' condition, with original packaging and accessories, to qualify for a refund or exchange. 

2.4 Faulty in store purchases 

Your statutory rights under the Consumer Rights Act 2015 apply in full to in-store purchases. If an item is faulty, you may be entitled to a repair, replacement or refund – see Section 3.2 below. 

 

3. Conditions that apply to both online and in store returns 

3.1 Non-returnable items and exclusions 

For hygiene reasons, we cannot accept non-faulty returns of any items which have been used in any way. This specifically includes bed linen, duvets, pillows, mattresses, mattress protectors, earrings, toilet seats, and footwear.  

Perishable goods, including food, drinks, plants and pet food, cannot be returned unless they are faulty or not as described. 

Gift cards, eGiftcards, eVouchers and in store vouchers are non-returnable and cannot be exchanged for cash or replaced if lost. 

3.2 Faulty goods – your statutory rights 

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If a fault is confirmed within 30 days of purchase (online orders only) or 48 hours of delivery (store purchases), you have a short-term right to reject the item for a full refund. Beyond 30 days and up to 6 months, you may be entitled to a repair or replacement in the first instance; if that isn't possible, a refund via a gift card or credit note will be offered. 

3.3 Special order and made-to-measure goods 

Special order and made-to-measure goods (for example, certain sofas, chairs, and fitted home improvement projects) are non-returnable other than in cases where they are faulty or not as described. This does not affect your statutory rights. We recommend reviewing the full terms and conditions on any paperwork you have been provided as it can vary. 

3.4 Refunds and charges 

  • Refunds are issued once goods have been received and inspected by us. 

  • Goods are returned at your own expense unless faulty; the original delivery charge is non-refundable on non-faulty returns. 

  • An additional charge will apply if you ask us to arrange collection of a non-faulty item. 

  • Refunds for delivered products are processed by our Customer Care team at Head Office and are not actioned in store. 

  • For large homeware, furniture and upholstery items, a non-refundable collection charge applies if delivery is refused or if you ask us to collect a non-faulty item & we agree to this. The collection charge is the same charge as our current delivery charge. This charge does not apply where the item is faulty or not as described. 

3.5 Cancelling an order before delivery 

To cancel an order before it's delivered, contact us as soon as possible at customercare@leekes.co.uk or 0333 222 4140. If your order has already been dispatched, cancellation may not be possible, and the standard returns process will apply. 

 

4. Frequently asked questions 

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Yes. Under the Consumer Contracts Regulations 2013, you can cancel most online orders within 14 days of delivery without giving a reason. Some exclusions apply, including special order and made-to-measure goods which are non- refundable.
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No – there's no general statutory right to return non-faulty goods bought in person in store. Our 28-day (standard) and 7-day (sale) return windows are offered at our discretion on top of your statutory rights, which continue to apply if goods are faulty or not as described.
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Yes. Online orders can be returned in store, via our courier partner, or by contacting Customer Care to arrange a return.
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No. In store purchases can only be returned in person to a Leekes store.
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Any item purchased in store during an advertised sale period, apart from furniture and home improvement projects (such as fitted kitchens, bathrooms, and glazing), which remain covered by the standard return window even when bought in a sale.
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The 7-day window doesn't apply to faulty goods. Your statutory rights under the Consumer Rights Act 2015 apply regardless of when you report a fault, subject to the timescales described in Section 3.2.
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Only if it's faulty or not as described. Special order and made-to-measure items, including many sofas, chairs, and fitted home improvement projects, are otherwise non-returnable. Any item that has been customised is a special order and you can also usually identify a special order by a stated delivery time of over 2 weeks.
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You do. Goods are returned at your own expense, and the original delivery charge is non-refundable. A collection charge applies if you'd like us to arrange collection rather than returning the item yourself.
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Refunds are processed once we've received and inspected the returned item to confirm it's in resalable condition.
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Email customercare@leekes.co.uk with photos of the item and packaging within 48 hours of delivery. Claims made after this window may not be accepted.

 

This policy does not affect your statutory rights. 

 

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