How Do I Report a Damaged Item to Debenhams?
If you have purchased an item from Debenhams and it's damaged or defective, return the item to the store, return it by post, or contact the customer support team who can help find a suitable solution for the situation, including a refund or exchange when appropriate.
If you've purchased an item from Debenhams, either in store or online, and it's damaged or defective, there are a few steps you should take to report the problem and receive a replacement or refund.
In-Store Purchases
If you've made a purchase in-store and arrive home to find that the item is damaged or defective:
- Return the item to the store where the purchase was made with the receipt.
- The retailer will work with you to exchange the product for one of equal value if available, offer a replacement if they no longer stock the same item, provide compensation in cash or vouchers up to £100, or refund your money back in full via your original payment method if none of these options are suitable for you.
- Alternatively, contact Debenhams' customer service team by phone or email. They will assist you with your claim and find the most suitable outcome for the situation at hand.
Purchases Received by Mail
To report a damaged or defective item received by mail via an online order or otherwise, contact customer service by phone or email. In most instances, you should be entitled to a refund or exchange, as long as the item is eligible. Conditions that may affect eligibility include final-sale status and if sales tags are still attached. Customer service will instruct you on how to return the item by post or to a local store.
Full Refunds
Whether or not a refund is possible in the case of an in-store or online purchase may depend on how long ago the purchase was made. If it's within 30 days of purchase, the store typically allows for a full refund.
If it has been more than 30 days, your best option will be to get in touch with Debenhams' customer support team, who will resolve the situation for you.
How Will I Get a Refund?
You can expect to receive the following: cash refunds up to £100 (inclusive of postage costs), vouchers for use in-store, alternative items if available based on your original order, or a refund to your payment method if none of these options are suitable for you.
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