At Harvey Norman
we're sure you will be completely satisfied with your order. However, we understand that sometimes things just don't work out. If you would like to make a return or refund, all of the information you need is just a click away!
In-store Returns Policy
If you're unhappy with your purchase, please let us know. Unless faulty, this must be within 14 days* and you should return it to us, preferably to the original store of purchase.
If the unwanted item is returned as sold and is accompanied by the original receipt within a 14 day period, we can refund you in full by the original payment method, or offer you an exchange, or offer you a Harvey Norman gift card to the same value. If the original purchase was made with a credit/debit card, that card must be physically present and available when the refund is made.
Refunds will be refused for items returned without an original receipt.
We reserve the right to refuse a return under this policy, if the goods are not in a re-saleable, as sold condition. As sold condition means that the goods are unopened, in their original packaging with all documentation, and the item and its packaging are undamaged and unused.
We do not offer refunds or exchanges on clearance/ex-display/sold-as-seen items.
If any promotional items included in the original sale are not returned, the corresponding value or discount of the promotional items will be deducted from the refund amount.
*For our detailed policy on Refunds and exchanges in relation to larger Furniture and Bedding items, please see our Furniture and Bedding Terms of Sale and Care Guide for further details as an additional re-stocking fee will apply.
Refund Policy Exclusions
We are unable to offer a refund or an exchange under this policy on the following items: gift cards, mattresses, bed linen, pillows & personal hygiene products.
We cannot refund your purchase if the goods were ordered to your specification, or if the goods are not a stock item.
Finally, please note that you will be responsible for all transport costs when returning an item to a store or warehouse.
This policy does not affect your legal rights.
Online Returns Policy
At Harvey Norman, we want our customers to be completely satisfied with their purchase made from www.harveynorman.co.uk.
We recommend you read our Returns Policy prior to you making a purchase from our website, so you are familiar with our policy on refunds, returns and repairs and your legal rights and remedies.
We also recommend you immediately inspect any goods that we deliver to you or that you collect from one of our stores to ensure you are completely satisfied.
We will offer a full refund if an item is faulty, not as described or doesn't do what it's supposed to.
Customers have exactly the same rights to refunds when they buy items in a sale as when they buy them at full price.
If you have any questions about this policy, please contact our online Customer Service Team.
This returns policy only applies when you make a purchase online from our website.
Your Right to Cancel your Order (Right of Withdrawal)
If you wish to return goods you have purchased from our website,
you can notify us by submitting a Cancellation Form or by
returning the goods to your local store or contacting us to arrange a
courier / collection. While you can inspect the goods, please note the goods must not have any data inputted on them, they must be in their original packaging, they must not been used and or they must not have been installed. While the item(s) are in your possession you must take reasonable and appropriate care of them. They must be in “as new” condition and returned in their original and undamaged packaging.
Refunds will be processed back to the same payment method that was used for the original order and will be issued once the goods have been returned to us. Please be aware that we will refund your delivery cost only if the return is as a result of our error (e.g. faulty product or incorrectly shipped) and that if you wish to return an order due to a change of mind you will be responsible for all delivery costs when returning goods to a store or a warehouse. In addition, a fee may apply, where the item(s) returned have diminished in value through handling the item beyond what is necessary to inspect the features and characteristics of the item(s).
Please note that if you wish to return an order due to a change of mind you will be responsible for all transport costs when returning goods to a store or a warehouse. In addition, any refund processed to yourself will be subject to any diminished value of the goods which may arise from the mishandling or misuse of the goods beyond what is necessary to inspect the goods upon you receiving them.
Refunds will be made via the method of payment you used to make your online purchase. Refunds will normally be processed within seven (7) days of receipt of the returned goods (as set out herein) or cancellation of the order.
Return of Faulty Goods
Prior to returning the goods by post or courier, please contact your store of purchase who will guide you through our hassle-free returns procedure. This may include inspection of the goods, arranging for the goods to be sent for repair, or providing you with a replacement.
Goods must be returned within a reasonable timeframe. This timeframe may vary from product to product and you will be advised of this by your store of purchase.
Repair of Faulty Goods
Goods returned for repair will be assessed and/or repaired within a reasonable time frame. You may be provided with an indicative repair time. These times may vary due to reasons beyond both our control and the repairer's, i.e. part availability or incorrect fault description.
You may be required to pay labour, assessment and/or freight fees if goods are determined to have been damaged by misuse or accident, or where your rights under the Consumer Protection Act 2007 or any manufacturer's warranty do not apply. We may provide you with an indicative fee; this fee may vary due to reasons beyond our control.
If any goods that you return are capable of retaining user generated data such as files stored on a hard drive, telephone numbers stored on a mobile phone and songs stored on a portable media player, the replacement or repair of the goods may result in loss of the data. In these circumstances, we recommend you back up data to prevent data loss, and remove sensitive or confidential data, as a party assessing and/or repairing your goods may be required to view data in the course of carrying out the assessment. We will not be responsible for any data loss.
In some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
Goods Damaged in Transit
If any goods delivered to you are damaged, please contact your store of purchase. Damaged goods must be returned in the condition received by you with all original packaging, accessories and manuals.
Your Consumer Rights
Consumer contracts are protected by the Consumer Rights Act 2015 (as amended) (“the Act”) and other applicable legislation.
Under the Act the purchaser of goods has a number of rights, including that:
- (a) goods must be of merchantable quality - goods should be of reasonable quality taking into account what they are meant to do, their durability and their price.
- (b) goods must be fit for their purpose - they must do what they are reasonably expected to do.
- (c) goods must be as described - the buyer must not be misled into buying something by the description of goods or services given orally by a salesperson or an advertisement.
These rights cannot be excluded and are in addition to any extended warranty you may purchase or any voluntary manufacturer's warranty you may be given.
There may be circumstances where you are not entitled to a remedy.
For further information about your consumer rights, visit the Consumer Rights page at www.gov.uk.