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Free Returns

We are offer FREE Returns on all purchases made online. So you can order with the confidence that if an item arrives that you decide is not suitable, for whatever reason, you can return it to us and we will cover the cost of getting it back.

Depending on the size of the item(s) to be returned we have various ways to get them back.

Small Items can be returned using our Freepost Address.

DPD Homecall
Items up to 10kg can be returned via the DPD Homecall service which allows you to drop off your parcel at one of over 3000 local convenience stores 7 days a week.

DPD/UPN Customer Collection
Larger items will be collected by our partner DPD and very large consignments such as Digital Pianos by United Pallet Network. A member of our Support team will arrange the collection on a date and time to suit you.

How Do I Return an Item?
If you would like to return an item to us then please complete our online Returns Form. A member of our Support team will then contact you (usually within 24 hours) to provide full details of what happens next.

Once your item is received back in our warehouse it will be checked over/booked in and, assuming it meets the terms and conditions outlined below, our Support team will process a full refund, including your original delivery charge.

Terms & Conditions

There are a few Terms and Conditions relating to our Free Returns offer but we have tried to keep these to a minimum.  We want to make the process as simple and easy as possible for our customers whilst safeguarding the service we provide.

  • Free returns are only available on orders delivered to and returned from a mainland UK address. 
  • If your items are unwanted, you must notify us of your intention to return within 14 days from receipt of your goods (not the invoice date). If your goods are faulty or damaged you have 30 days to notify us from receipt of your goods. 
  • Original packaging must be retained and you should ensure that the goods are returned to us packaged to the same standard as they were originally delivered.
  • If we arrange a collection it is important that someone is available to hand over the goods at the mutually agreed date/time. If no-one is at the collection address when the driver arrives we will still be charged for the visit and unfortunately any subsequent visits to collect will be chargeable.  
  • For unwanted items: Whilst we appreciate that you will want to inspect/try the goods they must be returned to us in an ‘as new’ condition. We reserve the right to charge a re-stocking fee should goods be returned with any damage, cosmetic or otherwise, this will be deducted from your refund. In cases of extreme damage your return may be refused.
  • Please note the following exclusions, (unless faulty or damaged) these items cannot be returned under our policy: 
    • Special order/Bespoke items that have been ordered in specifically for you or modified to your personal requirements. 
    • Computer Software, CD's and DVD's that are unsealed or have been registered. 
    • Items purchased in Store or via Websites/Marketplaces other than Normans.co.uk.