Returns & Cancellations

 

Please note, home collections may take up to 28 days. We apologise for the delay whilst we work through previously requested collections.

In order to protect both you and our colleagues, we're currently only able to collect items from your doorstep or a safe area outside of your home (e.g. garage). We're contnually reviewing this in line with Governement guidance and our Partners.

Prior to your collection date, you'll receive a phone call to confirm the details. If we're still only able to offer doorstep collection and this isn't suitable for you, you'll be able to defer your collection to a later date. Some items may be collected directly by our supplier, but we'll inform you about this process when you contact us to arrange your return. Please keep the item safe and protected as it's your responsibility until we've collected it from you.

 

There are a couple of ways that you can return an online order to us...

 

Free returns to store

You can return most products purchased online to any of our stores as long as they are returned in their original, unused condition within 30 days of receipt and accompanied with your delivery note. Some larger products including furniture and appliances cannot be returned to our stores and this is highlighted on your order confirmation and returns label.

 

Returns by post

You can return products purchased online as long as they are still in their original unused condition and within 30 days of receipt. When posting your items back to us, it’s important you first authorise your return by calling our Customer Care team. Once authorised, please use the returns label included in your original delivery. If you no longer have your returns label, please make sure you clearly mark your parcel with your order number and full name, and return to: 

 

CUSTOMER RETURNS 
Building 3/2 
Vantage Point Business Village 
Mitcheldean 
Gloucestershire
GL17 0DD

Please ensure you retain proof of delivery as we cannot be held liable for items lost in transit if no proof of delivery is available

Refunds are processed within 3-5 working days of receiving your returned items, and are refunded back to your original payment method.

 

Cancellations

You can cancel your order or items in your order up to the point of us dispatching your order by contacting our Customer Care team.

 

Exchanges

Unfortunately, we are unable to exchange any orders placed online.

 

Missing, damaged or incomplete orders

If your order arrives damaged or incomplete, please contact our Customer Care team immediately quoting your order number and detailing the problem with your items. 

If you don’t receive your items within 14 working days of receiving a Dispatch Confirmation email, please contact our Customer Care team quoting your order number, and we will open an investigation with the appropriate courier.

Unfortunately, we cannot refund items that have been damaged after arrival due to misuse, wear and tear or accidents.

 

If your query is related to a damaged product, then please send an image of the item to product@therange.co.uk highlighting the query with your order number in the subject of the email. Please allow up to 2 hours for the photo to be received prior to calling. This email address is only used to receive email and is not used for outgoing correspondence.

 

Please be advised: Sending an image prior to calling will help our advisors to resolve your query quicker.