We are happy to refund or exchange any product*† returned within 30 days of purchase (excluding delivery charges), as long as it is returned in its original state, unused and in its original packaging. Proof of purchase is required.
*This does not affect your rights if the product is faulty or has been incorrectly described.
†Exclusions - Gift vouchers, Charitable Donations, Personal Care Products i.e. opened mattresses, toiletries, face masks. If any items are returned that were originally part of a multi buy promotion, then all items must be returned. Made to order items and personalised items can only be returned if found to be faulty.
If you are returning unwanted goods you are liable for the costs incurred in returning them.
Our returns address is:
Samuel Johnston Ltd (Returns Dept.)
Unit 7 Trench Park
Trench Road, Mallusk
All returned goods should be accompanied with a delivery note or proof of purchase. Please remember to enclose your name, address, telephone number and email address, and reason for returning the goods.
All credits and/or refunds will be made to the original card used to purchase the goods and will be made in no more than 14 days of the refund being authorised.
For DPD deliveries, the courier will make two delivery attempts on successive working days. If a mobile number has been provided with your order, the courier will contact the intended recipient prior to delivery.
We would ask that the intended recipient be available at the delivery address to receive the goods, as a signature is required.
The courier may also leave instructions at the delivery address on how to collect the consignment from a depot, should the delivery attempts be unsuccessful.
Samuel Johnston cannot be held liable for failed delivery attempts due to the absence of the recipient or in circumstances were the delivery address provided by the customer is inaccurate.
Deliveries which are returned to Samuel Johnston Ltd, due to refusal or failed delivery, may incur a return delivery charge; Samuel Johnston Ltd reserve the right to apply this charge to the returned order.
To discuss the return of any item, please send an email to firstname.lastname@example.org (please include your order number in the email). We aim to respond to your enquiry within 24 hours of receipt (Monday - Friday).
Faulty / Damaged Goods
Please contact us before returning goods as many problems can be solved before items are returned. If the goods need to be returned, a repair, refund or replacement will be offered depending on each individual case.
To discuss your damaged or faulty item, please send an email to email@example.com (please include your order number in the email). We aim to respond to your enquiry within 24 hours of receipt (Monday - Friday).
Your Delivery Consignment is Damaged or Short Delivered
All shortages and damages must be reported to us in writing or by e-mail within 3 working days.
You MUST check your order upon receipt of delivery to ensure all items ordered have been received in their correct colours, quantities and condition. We will only accept errors in picking within seven days of receipt of the goods. For this reason it is imperative that all orders are checked when they arrive, as mistakes cannot be rectified later. Also claims for goods damaged in transit must be brought to our attention within 3 days of receipt of them. We will not consider claims for damaged goods not reported within this time.
To discuss the delivery of your order, please send an email to firstname.lastname@example.org (please include your order number in the email). We aim to respond to your enquiry within 24 hours of receipt (Monday - Friday).
Packaging Procedure for Returning an Item
Please ensure your order is boxed securely and tape an envelope to the outside of the box containing your proof of purchase and reason for return. If you do not have your invoice please write your name, address, order number and reason for return.