Returns & Exchanges

 

We hope you are delighted with your purchase from Heal’s. However, should you wish to return an item*—whether due to a change of mind or an issue with the product—we will endeavour to make the process as straightforward as possible.

Please note *Terms & Conditions below apply to online orders only. For orders placed in-store, please refer to the paperwork provided with your order. Further information can be found here.

Some restrictions apply - we are unable to offer a refund or exchange on mattresses, bedding (unless unopened in their original packaging), or on food items.




Change of mind


Before you return

  • Items must be returned in their original packaging and condition.
  • Returns must be made within 14 days of receiving your order.


Furniture returns


Specialist delivery returns


Rug returns

  • Contact our Customer Service Team to arrange collection.
  • A £8.95 collection charge applies. Alternatively, return the item to any Heal's store for free.


Parcel returns

  • Complete the returns form and include it with your parcel.
  • Choose one of the following options:
    • – Return to any Heal's store free of charge (see website for locations).
    • – Use a DPD Drop-off shop. Print your label via Heal's DPD returns (£8.95 deducted from your refund).
    • – Send via a postal service of your choice (at your cost) to: Heal's (1810) Limited, Unit 1D, Blackrod Interchange Industrial Estate, Station Rd, Blackrod, Bolton BL6 5JE.
  • We recommend obtaining proof of delivery.


Refunds

  • Refunds are usually processed within 7 days of receipt at our Distribution Centre.
  • Items must be returned in fully saleable condition. We may refuse a refund or deduct up to 50% if this is not met.
  • We do not offer exchanges on parcel items. Please return and reorder separately.





In-store Returns

  • Non-furniture items can be returned to any Heal’s store.
  • Please bring proof of purchase (order details or confirmation email).
  • Refunds are processed within 7 working days of receiving the item(s).
  • Furniture items cannot be returned in-store.





Faulty or Damaged Items

We take great care to ensure our products meet the highest standards and arrive in perfect condition.

  • Please check your order on delivery to identify any damage in transit.
  • Furniture deliveries require a signed confirmation of condition upon receipt.
  • If your item is faulty, damaged, or not as described, please notify us within 30 days.
  • Contact Customer Services at cservices@heals.co.uk or 0333 212 1915.


We may offer:

  • A return and refund
  • An exchange
  • A technician visit to assess and repair

If the issue is caused by Heal’s or our contractors:

  • You will receive a full refund, including delivery charges
  • we will cover return postage or collection





Cancelling an Order

  • You may cancel your order at any time before delivery.
  • If not yet despatched, you will receive a full refund.
  • If already despatched, delivery charges are non-refundable and return postage is your responsibility.


We may cancel your order if:

  • Items are out of stock
  • We do not deliver to your area
  • The product has been discontinued
  • There is a pricing or product description error