Returns Policy

 We've extended our Retuns Policy to 60 days.

Any online orders purchased between 13th November 2023 and 24th December 2023 can be returned or exchanged any time up to 30th January 2024. Should you decide that the product you have purchased is not required, and you return to us by 30th January 2024, unused and in its original packaging and with proof of purchase, we will be happy to offer you an exchange or a refund. This excludes a product that is delivered directly from our supplier. This information will be on your order confirmation email.

We pride ourselves on excellent customer service and aim to offer an unrivalled shopping experience for everyone. Occasionally we all make purchases we're not 100% happy with, which is why we like to make life as easy as possible and offer a full refund when wish to return an item within 14 days.  

We offer a variety of ways to return your unwanted items, to receive a refund, they must be in a resellable and unused condition.

This policy does not apply to the following products:

• Furniture products that are made to order (These are subject to a separate policy, please see Third party supplier orders below).
• Personalised products.
• Perishable goods such as food and drink.
• Technical products that have had the seal removed / broken

As we work hard to dispatch items to you as quickly as possible we are unable to amend an order once it has been submitted, this includes:

• Changing the size/colour of an item.
• Removing or adding an item. 
• Changing the delivery address.
• Changing the delivery date.
• Changing any payment methods.

Please be aware that once your order has entered our dispatching process we will not be able to make any changes, including cancelling the order. However, you may still return your order using our returns process. Unwanted Returns & Cancellations

Any FREE items included as part of the original order must also be returned in order to receive a refund. If any items are not returned, we reserve the right to deduct this from the value of the refund.

For furniture products that are made to order, you will only be able to cancel your order up to 24 hours after placing it.

Third Party Supplier items cannot be returned to our stores.

If the goods arrive with any damage then you must contact our customer services team within 48 hours and they will arrange a replacement, replacement parts or refund in accordance with your statutory rights. After that time we will be unable to offer a refund or replacement. If the product does not fit into your home, it will be classed as a cancelled order and costs will apply.

If the product subsequently develops a fault within the warranty time frame, please contact our customer services team who will liaise with the third party supplier to resolve the issue. If the problem/fault is down to manufacturing, the parts will be replaced. If the problem/fault is found to be due to improper use of the product, a charge will apply.

Can't return your goods via the above methods? Get in touch with our team and one of our agents will be able to explain your options. Please keep the item safe and protected as it's your responsibility until it has been returned.

Whilst our products are well packaged, from time to time goods may get damaged in transit. Please notify us of any items that arrive damaged within 30 days of receipt of the goods. 

To enable us to resolve this for you as quickly as possible, please provide our Customer Service Team with the following information:

• An image of the damaged item(s)
• Images of any damaged packaging
• The online order number
• A description of the damage
• If you would prefer a replacement item (stock prevailing), or a refund
• Part Number(s) (if applicable)
• What available collection dates are suitable for you
• Collection address

Please contact our Customer Service Teamusing our online webform with this information.

A refund or replacement item (subject to availability) will be issued once the collection has taken place and the goods returned to ourselves. Please allow 48 hours for the collection to be processed and a further 3-5 days for the refund to complete.  

*Please note, goods delivered from an approved vendor may take upto 12 working days to be refunded from the date you return the goods. 

Warranty

We offer a 12 months warranty on our product range - if you item develops a fault within the first 12 months, please contact our customer service team, who will investigate the fault.

• Faults within 30 days, you will receive a replacement item (subject to stock availability) or a full refund. 
• Faults within 1 year, we will attempt to repair the product where available, alternatively a replacement item (subject to stock availability) or full refund will be issued. 

A refund or replacement item (subject to availability) will be issued once the collection has taken place and the goods returned to ourselves. Please allow 48 hours for the collection to be processed and a further 3-5 days for the refund to complete.  

*Please note, goods delivered from an approved supplier may take upto 12 working days to be refunded from the date you return the goods.

It is easy to return your unwanted goods within your 14 day ‘right to cancel’ period.

Please be aware that we can accept goods back if:

• The goods are in a resellable condition
• The goods have not been opened and are unused

Personalised Products, Perishable items and Custom Made orders are excluded from this policy and are unable to be returned. 

 We offer a variety of ways to returns your items to us, outlined below:

1. Return to a Ryman Store
2. Via post to our distribution centre
3. Book a collection via our customer service team.

Returns can be made in a number of ways:

• • Return to a Ryman Store:

  Whether you purchased your goods in store or online, most of our products can be returned to any of our Ryman stores, with the exception of third party supplier orders, so we recommend you check with your local Ryman store first. You will need to take your store till receipt, or online order confirmation as proof of purchase. 

  Please do not attempt to return large or heavy goods, such as outdoor/indoor furniture etc. to your local store. If you are unsure whether you should return your goods to your local store please contact your preferred store first who will be happy to help. The store will be unable to accept returns for larger/heavier items if confirmation from their Operations Managers  has not been received.

  Once you have returned your online goods to a Ryman store your return will be processed within 48 hours and your refund will then be processed to the original payment method within 3-5 working days, or 24-48 hours if paid via PayPal.

  
  

  *For approved supplier orders, please use an alternative return option, we are unable to accept returns for these products in store. 

   

  • Via Post to our distribution centre

  Please click here to download a returns form. This method of return will be at your own cost.

  We recommend obtaining proof of postage in case the goods are not received by our Distribution Centre. Please ensure that the goods are suitably packed. 

   

  Please return goods to:

   

  Ryman Online Returns

  Ryman House

  Savoy Road

  Crewe

  Cheshire

  CW1 6NA

   

  Once the goods are returned to our Distribution Centre it will take 24-48 hours to process the return. Your refund will then be processed to the original payment method within 3-5 working days, or 24-48 hours if paid via PayPal.

  *For approved supplier orders, please use an alternative return option, we are unable to accept returns direct to our distribution centre.

  
  

   

  • Request a collection via the Ryman Customer Service Team. 

   Our collection service is an all day service running from 8am - 6pm Monday to Friday, we are unable to advise on a specific collection time slot. 

  Please note, for items supplied directly from our third party suppliers, a returns label may be issued if they do not offer a collection service. 

  •  

  Please be aware that we can accept goods back if:

  • The goods are in a resellable condition
  • The goods have not been opened and are unused

  To book this service and make payment for your collection fee please contact a member of our Customer Service Team

  You will need to let our team member know the following:

  • What available collection dates are suitable for you
  • The online order number
  • The collection address

  If you are not at home when we try to collect, we reserve the right to deduct from your refund or charge your credit card the direct costs to us of the failed return in accordance with the Consumer Protection (Distance Selling) Regulations 2000.

  Once the goods are returned to our Distribution Centre it will take 24-48 hours to process the return. Your refund will then be processed to the original payment method within 3-5 working days, or 24-48 hours if paid via PayPal.

  *Please note, goods delivered from an approved supplier may take upto 12 working days to be refunded from the date you return the goods. 

 Any FREE items included as part of the original order must also be returned in order to receive a refund. If any items are not returned, we reserve the right to deduct this from the value of the refund.

If you have received an unwanted item, you must make us aware within 14 days of receipt and ensure goods are returned within 90 days. Please re package the item in the original packaging.

Returns can be made in a number of ways:

• In store - we've extended our Retuns Policy to 90 days. If you'd like to return something by post, please see the information below. We really appreciate your patience and support while we maintain the best possible conditions for our colleagues.
• Post - if you return your order by post, we recommend that you return the goods by registered post so that you have proof of postage, as we cannot be held responsible for any parcels going missing during the transit.  Click here to download your returns form. This method of return will be at your own cost. We also recommend obtaining proof of postage in case the item is not received by our warehouse. Ryman Online Returns, Ryman House, Savoy Road, Crewe Cheshire, CW1 6NA
• Collection - if you want us to arrange your return to be collected, please contact us but be advised a handling charge may apply.
• In Store Purchases - We're offering an extended returns policy on purchases made in store from Sunday 15th November 2020. Purchases may be returned for up to 30 days from the reopening of our stores. Items may only be returned for an exchange or credit note and must have proof of receipt.

If you are returning the item under your 14 day right to cancel, then a collection charge may be applied.

Your refund will be processed once we are in receipt of the goods. We reserve the right to refuse a refund on an item that has not been returned in a fully resalable condition - undamaged and in their original packaging and with the labels intact. This does not affect your statutory rights.

To ensure that you receive your order as soon as possible we will occasionally dispatch items separately. This will be marked clearly on your dispatch note. 

• Have you ordered more than one item? If you have more than one item on your order, please bear in mind that products may be sent out from multiple locations and so may arrive separately. 
• Have you ordered an item from one of our approved suppliers? These products will be delivered directly to you via their preferred delivery partners and will be dispatched separately. These items will not state as being dispatched by Ryman and will stipulate the approved supplier who will be dispatching the product.

Have you checked the status of your delivery via  My Account All of the information regarding your order, including any split deliveries, is available via the My Account section of our website. Please check the delivery notes for each part of your order to make sure you are not missing anything. Just enter your order number and the email address you used when ordering to log in to your account.

If you discover something is missing please contact our contact us

The safety of our customers is paramount. In the extremely rare event that we may recall a product, we will send you an email to arrange a collection and refund.

We can’t accept returns of personalised items unless the products are faulty, as they will be tailored specifically for you. We cannot issue a refund or cancel your item once the order has been processed, unless the product has developed a fault within a reasonable time since delivery or has been delivered damaged.

If you make a mistake with placing a personalised order, contact us as soon as possible after placing the order and we’ll try our best to amend it. However, we cannot guarantee that any changes will be successful as the product may have already gone into production.