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Consumer Rights

What are my rights under consumer contracts regulations 2013?
UK & N. Ireland customers

If you buy goods under a distance contract (including, for example, by phone or online but excluding any goods bought in store), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs), you have up to fourteen calendar days starting the day after you or your nominee has received your delivery to cancel your order. If you buy multiple goods as part of one order which are delivered to you on different days, your cancellation period will end fourteen days after the day on which you or your nominee receive the last item of your order. This does not apply to certain 'exceptions' specified at section 28 of the CCRs, including goods made to your specification, clearly personalised goods or audio or video recording or computer software if you remove the seal, newspapers, periodicals or magazines or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. Any delivery charges will be refunded. However, unfortunately we are unable to refund delivery charges for part cancellations or returns. If you wish to cancel your order before delivery, please call customer services on 0344 800 8877. However, we are unable to cancel the delivery of any orders once they have passed through our payment system. Please refuse any delivery of cancelled goods, alternatively, you can return them to your local Debenhams store, post them back to us, or contact customer services to arrange for them to be collected. During this period you must take reasonable care of the goods. You will not be charged for collection or Royal Mail returns in accordance with our returns policy. Further details of your rights under the CCRs are available from your local Trading Standards department or Citizens Advice Bureau.


International customers

If you buy goods under a distance contract (including, for example, by phone or online but excluding any goods bought in store), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs), you have up to 14 calendar days starting the day after you have received your delivery to cancel your order. If you buy multiple goods as part of one order which are delivered to you on different days, your cancellation period will end fourteen days after the day on which you or your nominee receive the last item of your order. We will not refund the cost of returning goods unless damaged/faulty. This does not apply to certain "exceptions" specified at section 28 of the CCRs, including goods made to your specification, clearly personalised goods, audio or video recording or computer software if you remove the seal, newspapers, periodicals or magazines or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This can be done via email - Important: please remember to include your order number on the email. Further details of your rights under the CCRs are available from your local Trading Standards department or Citizens Advice Bureau


Complaints

If we do not resolve your complaint internally to your satisfaction, you can refer it to your local Citizens Advice or an alternative complaints body (such as The Retail Ombudsman (www.theretailombudsman.org.uk )) which is competent to deal with consumer complaints, should you wish to use such a scheme. Please note, whilst Debenhams is prepared to engage with The Retail Ombudsman, we will not be bound by any recommendation which The Retail Ombudsman may make.

Alternatively you can use the Online Dispute Resolution (ODR) site which is an online, interactive portal for consumer complaints relating to online purchases only, which can be accessed via: www.ec.europa.eu/consumers/odr . Please be aware that in these cases it is likely that your complaint will be forwarded to the local alternative complaints body chosen by the parties in any event, such as The Retail Ombudsman referred to above.