When you’re shopping, whether in-store or online, there’s a certain peace of mind that comes from knowing you can easily return an item if it’s not quite right. This confidence is a cornerstone of a great retail experience, and few companies embody this principle as thoroughly as John Lewis & Partners. Their approach to customer service is legendary, and a significant part of that reputation is built on their clear and customer-friendly return policy.
Navigating the ins and outs of the john lewis return policy can help you shop with even greater assurance. Whether you’ve received a gift that isn’t to your taste, an item of clothing that doesn’t fit, or a tech gadget that isn’t compatible with your other devices, knowing your options is key. This guide will walk you through everything you need to know, from timeframes to the different ways you can send something back.
How Long Do I Have to Return My Items?
For the vast majority of products, John Lewis & Partners offers a generous 35-day return period from the date you receive your order. This extended window gives you ample time to try out a product, consider a purchase, or check if a gift is suitable. It’s a policy that genuinely acknowledges that life gets busy and you might not get to unbox something immediately.
There are, however, a few important exceptions to be aware of. For items like large appliances, mattresses, and products that require installation, the return policy is different, and it’s always best to check the specific product details at the time of purchase. Additionally, John Lewis has a dedicated 30-day policy for faulty items, which is separate from their ‘not wanted’ returns and is covered by your statutory rights.
What Can I Return, and Are There Any Exclusions?
The policy is broadly inclusive, covering items you’ve simply changed your mind about. You can return products in their original condition with all tags attached and packaging intact. This means you should be able to return the item in a resalable state.
Some common-sense exclusions apply. For hygiene and safety reasons, you generally cannot return made-to-measure items, pierced jewellery, or software if the seal has been broken. Personalised products are also typically non-returnable unless they are faulty. If you’re ever unsure, the John Lewis website has a comprehensive list, or you can contact their customer service team for clarification before you buy.
Making a Return: Your Options Explained
John Lewis & Partners has made the return process straightforward, offering several convenient methods to suit your needs.
Returning to a John Lewis Shop
This is often the quickest and easiest method. Simply take the item, along with your proof of purchase (like your order confirmation email or receipt), to any John Lewis & Partners shop. Their partners will be happy to process the return for you, and if you’re making an exchange, you can often walk out with the new product straight away.
Using the Postal Return Service
If you can’t get to a shop, you can initiate a return through your online John Lewis account. You can select the items you wish to return and print a pre-paid returns label. Once packaged, you can drop the parcel off at a designated Collect+ point, which is often a local convenience store, making the process very accessible. For larger items, a collection from your home can also be arranged, though fees may apply depending on the reason for the return.
Getting Your Money Back After a Return
Once John Lewis & Partners receives your returned item, they aim to process your refund as quickly as possible. Typically, you can expect to see the money back in your account within 3 to 5 working days. The refund will be issued to the original payment method used for the purchase. If you paid with a gift card, the value will be refunded onto a new e-gift card.
It’s important to remember that if you are returning a large item that was delivered and installed by John Lewis, there may be a charge for its collection, unless the item is faulty. This is to cover the cost of the logistics involved, so it’s a good idea to be certain about big-ticket purchases.
Handling Faulty or Damaged Goods
If an item you purchased is faulty, damaged, or not as described, your consumer rights are firmly on your side. In these cases, you should contact John Lewis customer service immediately. They have a dedicated team to handle such issues and will guide you through the process, which may involve a repair, replacement, or full refund. They stand by the quality of their products and will work to resolve the situation promptly and fairly.
Special Considerations for Electrical Products
For electrical items, the standard 35-day return policy for change of mind still applies, provided the product is in its original condition with all packaging. However, if you have unsealed and used the product, you may not be able to return it for a full refund unless it is faulty. This is because the value of the product can decrease significantly once it has been used. Always check the specific terms for electronics on their website to be completely sure.
Final Thoughts on Shopping with Confidence
The John Lewis return policy is designed with the customer’s peace of mind at its heart. Its 35-day window provides a significant amount of flexibility that is rare in today’s retail landscape. By understanding the timeframes, the condition items need to be in, and the various return methods available, you can make the most of this excellent service. It ultimately allows you to shop knowing that John Lewis & Partners supports your decisions and is committed to ensuring you are happy with your purchase, making every transaction a little less stressful and a lot more confident.