FAQs

Returns & Refunds Online Furniture Orders Only

We hope you are delighted with your purchase from Heal's. However, if you would like to return any items or your purchase is unsuitable (certain restrictions apply), we are happy to provide a refund or exchange assuming that the goods are still in their original packaging and in a fully resaleable condition. To receive a refund you must return the goods to us within 28 days of delivery.

Unsuitable items

We hope you are delighted with your purchase from Heal's. However, if you would like to return any items or your purchase is unsuitable, we are happy to provide a refund or exchange assuming that the goods are still in their original packaging and in a fully resaleable condition. Please note that you are entitled to cancel this contract no longer that 28 days after the day on which your order is received.

Damaged/faulty goods

We strongly advise you to thoroughly check your goods upon receipt. To protect your interests, any claim concerning short delivery and/or damaged and/or defective goods found on delivery, or concerning damaged or defective goods found at a later date, must be notified as soon as possible by emailing [email protected] or calling 0207 896 7451 immediately. To view the details of our Sofa Guarantee click here.

Restrictions

We are unable to offer a refund or exchange on mattresses or any self assembly furniture once assembly is part or fully completed. If you wish to return your sofa order, please email [email protected] or call 0207 896 7451 immediately. We will arrange to collect this item from you - to arrange a collection please contact the customer service team on 0207 896 7451. Please note a collection charge of £50.00 will apply to all furniture - except sofas. Sofas will be collected free of charge under our Happiness Guaranteed Sofa Guarantee. The card you used to pay for the goods will be refunded once the goods have been received back into our Distribution Centre. If we find that the product has not been returned to us in a fully resaleable condition, we reserve the right to refuse a refund on the item, or to deduct up to 20% of the original selling price from the refund amount.The goods must arrive back with us in a fully resaleable condition with original product packaging and instructions where appropriate.


Heal's Waste Electrical and Electronic Equipment (WEEE) Compliance

As part of Heal's continued commitment to recycling and protecting the environment, Heal's has joined the Distributor Take Back Scheme (DTS). The DTS is a Government initiative designed to minimise the disposal of waste electrical and electronic equipment (WEEE) to landfill and to achieve high levels of collection of WEEE for environmentally sound treatment.

Heal's WEEE Compliance

For more information about the Distributor Take Back Scheme (DTS) and Waste Electrical and Electronic Equipment (WEEE), as well as to find your local collection points please go to www.recycle-more.co.uk. UK WEEE Regulations - The Distributor Take Back Scheme. The UK Waste Electrical and Electronic Equipment (WEEE) Regulations (referred to hereafter as "the WEEE Regulations") define a "distributor" to mean "any person who provides electrical or electronic equipment on a commercial basis to the party who is going to use it", and the "distributor take back scheme" ("DTS") to mean "a distributor take back scheme approved by the Secretary of State under regulation 54". The WEEE Regulations implement the majority of the provisions of the European Parliament and Council Directive on Waste Electrical and Electronic Equipment (2002/96/EC) ("the WEEE Directive") and the subsequent European Parliament and Council Directive 2003/108/EC that amended the WEEE Directive.

Information

  • The requirement on each Member State under Article 2 of the Directive to minimise the disposal of WEEE as unsorted municipal waste and to achieve a high level of collection of WEEE for treatment, recovery and environmentally sound disposal.
  • The collection and take back systems available to them.
  • Their role in contributing to the reuse, recycling and other forms of recovery of WEEE under these Regulations.
  • The potential effects on the environment and human health as a result of the presence of hazardous substances in EEE.
  • The meaning of the crossed out wheeled bin symbol.

Restrictions

Regulation 35 of the WEEE Regulations states that "Where a distributor is a member of a distributor take back scheme, he shall be exempt from complying with the requirements of regulation 31 and 34(1) for the period during which his membership of that scheme subsists." All members of the DTS are therefore exempt from the requirement to "ensure that WEEE from private households can be returned to him free of charge and on a one-to-one basis" (regulation 31) or "maintain records of the number of units of WEEE from private households returned to him under that regulation" (Regulation 34(1).

As stated in the UK Government Guidance Notes paragraphs 83 and 84, "The DTS will develop a network of Designated Collection Facilities (DCF) to provide distributors with an alternative to in-store take-back of WEEE. The Distributor Take-back Scheme will be funded by the distributor community". "The Secretary of State, in consultation with Ministers in Devolved Administrations, has appointed Valpak Retail WEEE Services through a competitive tender process to operate the Distributor Take-back Scheme for the first three compliance periods". Membership of the DTS is dependant on each retailer applying to join making a financial contribution toward the improvement of the UK's network of WEEE collection facilities. These facilities are predominantly based a Local Authority Civic Amenity sites.

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