Most TJ Hughes online purchases can be returned within 28 days of delivery if they are in their original packaging. A change-of-mind return is normally refunded to the original payment method, but you pay the return postage. Online shoppers also have a separate 14-day cancellation right: notify TJ Hughes within 14 days of delivery and the standard delivery charge must be refunded, although any premium over the standard rate is excluded.
Faulty, damaged or unfit-for-purpose goods follow different rules. TJ Hughes says qualifying faults reported within 12 months can include reimbursement of the original delivery charge, while requests after six months may be offered as credit or an exchange subject to availability. The policy page used for this guide is marked “Last Updated – 01/10/24”; policy details can change, so confirm the live terms before sending anything. Checked 18 October 2026.
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Choose the rule that matches your problem
The remedy depends on why you are returning the item, how long ago it arrived and whether the order was made online. Use this table as the quickest route to the applicable TJ Hughes process.
| Situation | Relevant deadline | Likely remedy | Return delivery and condition |
|---|---|---|---|
| Online order you simply do not want | Notify TJ Hughes within 14 days to use the statutory cancellation right, or return under the retailer’s 28-day policy | Refund to the original payment method | You pay return postage; keep the item in original packaging and package it securely |
| Faulty, damaged or unfit for purpose | Contact customer service; TJ Hughes describes delivery-charge reimbursement for qualifying faults within 12 months | Repair, replacement or refund may apply under consumer law; TJ Hughes may inspect the item | Supply proof of purchase and obtain proof of delivery; TJ Hughes says the original delivery charge can be reimbursed for qualifying cases |
| Fault reported more than six months after delivery | Handled under TJ Hughes’s stated post-six-month process, with statutory rights preserved | Credit or exchange subject to availability; online credit expires after 12 months and may be lower than the original price | Do not assume the retailer’s credit offer replaces your legal rights |
| Online purchase taken to a store | Not currently accepted by TJ Hughes stores | Start an online return through customer service | Have your order number, name, address and reason ready |
These routes are not interchangeable. Calling a change-of-mind return “faulty” can lead to the wrong postage and remedy rules, while waiting beyond a stated deadline can make an ordinary return harder to process.
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The 28-day TJ Hughes return policy
TJ Hughes says a product may be returned for any reason within 28 days of delivery, subject to the product exclusions described below. This is the retailer’s broader online return policy, not the same thing as the statutory cancellation period.
For this route, the product should be in its original packaging. TJ Hughes says refunds are made to the original tender type, meaning the payment method used for the order. A replacement payment method or a cash alternative is not promised by this policy.
You are responsible for return delivery on an unwanted item. Package it carefully: TJ Hughes warns that inadequate packaging can result in the return being refused or the refund being reduced. Keep the parcel receipt and tracking information until the refund has cleared.
The separate 14-day online cancellation right
Under the Consumer Contracts Regulations 2013, an online customer has 14 days after delivery to tell TJ Hughes that they are cancelling. This right is useful when you have changed your mind, because it is a legal cancellation mechanism rather than a discretionary store policy.
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When the cancellation is valid, the standard delivery charge must be refunded. If you selected express or another enhanced service, TJ Hughes does not have to refund the amount above the standard delivery rate. The rule concerns the delivery charge paid to receive the order; you still normally pay the cost of sending an unwanted item back.
Notify TJ Hughes clearly and keep evidence of the date. The retailer’s contact route is available through its website, and the published customer-service address is [email protected]. Include your order number and identify the request as an online cancellation so it is not confused with a fault claim.
Who pays return postage?
Unwanted or change-of-mind goods
For an unwanted item returned under the ordinary policy, the customer pays the return shipping. That remains true even if the item is unused and inside the 28-day window. Choose a service that gives you tracking and retain the receipt.
Faulty, damaged or unfit-for-purpose goods
Fault claims follow a different cost rule. TJ Hughes says that, where the fault qualifies and is reported within 12 months of delivery, the original delivery charge can be reimbursed. Contact customer service before posting the item: the retailer may arrange an inspection or give specific return instructions.
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Packaging and evidence
Use the original packaging where possible, especially for fragile or electrical goods. If the original packaging is unavailable, use a strong replacement carton with protective material. Photograph the item, its condition and the sealed parcel, and keep proof of posting; these records are particularly useful if the retailer says the parcel arrived damaged or incomplete.
What to do with a faulty, damaged or misdescribed item
Describe the problem accurately. “Faulty” means the product does not work as it should; “damaged” covers damage in transit or on arrival; “not as described” means it does not match the listing or specification; and “unfit for purpose” means it cannot perform the purpose it was sold for. The legal remedy and who pays return costs depend on that classification.
- Stop using the item if continued use could worsen the defect or create a safety risk.
- Contact TJ Hughes customer service promptly, provide the order details and explain the defect, damage or mismatch.
- Send proof of purchase and any useful photographs or video. Keep the packaging until the retailer confirms that it is not needed.
- Follow any inspection or collection instructions and obtain proof of delivery if you send the item yourself.
- State the remedy you are seeking—repair, replacement or refund—while recognising that consumer-law rules can determine which remedy is available first.
UK government guidance says: “You must offer a full refund if an item is faulty, not as described or does not do what it’s supposed to.” The Consumer Rights Act 2015 also provides repair, replacement, price-reduction and refund remedies, with reasonable return costs borne by the trader for rejected non-conforming goods in the circumstances set by the Act.
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For goods returned within six months, the law generally treats the defect as having been present at delivery unless the trader proves otherwise. That is a statutory presumption, not an automatic refund in every case; the product’s type, the evidence and the remedy already attempted still matter.
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What changes after six months?
TJ Hughes states that return requests for goods more than six months old are offered as credit or an exchange, subject to availability. Its online credit expires after 12 months and can be lower than the original price. This is the retailer’s stated handling approach, not a blanket cancellation of your legal rights.
The same policy expressly says statutory rights are unaffected. If the item remains non-conforming, the Consumer Rights Act can still provide a repair, replacement, price reduction or refund depending on the circumstances. Explain the original fault, previous repairs or replacements and the remedy already requested when you contact customer service.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Products excluded or subject to stricter conditions
Personalised, made-to-measure and furniture items
TJ Hughes excludes personalised or made-to-measure products and furniture from its refund policy. Check the product-specific terms before ordering, because a standard change-of-mind return may not be available for these categories. A statutory claim for a fault or misdescription is a separate question.
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Health and hygiene products
Categories including underwear, swimwear, cosmetics, grooming goods, bedding and jewellery must be returned unused and in their original packaging. Opening, wearing or using these items can remove the ordinary change-of-mind option for hygiene reasons. Keep seals, tags and protective wrapping intact until you have decided to keep the product.
Can an online order be returned to a TJ Hughes store?
No. TJ Hughes’s FAQ says online purchases cannot currently be returned to stores. Start the return through customer service instead. Give your order number, name, address and reason for return so the online team can tell you where and how to send the parcel.
Do not leave an online return at a store expecting the 28-day clock to stop. The relevant date is when you notify the online team and when the returned goods reach the instructed destination, so keep written confirmation and tracking.
Step-by-step: sending an online return
- Identify the reason. Decide whether this is cancellation or change of mind, a fault, transit damage or “not as described”. The reason controls the deadline, remedy and postage rule.
- Contact TJ Hughes first. Use the website contact route or [email protected]. Include the order number, your name and address, the item, delivery date and a concise explanation.
- Check eligibility. Confirm that the item is inside the applicable period and is not an excluded or hygiene-restricted product. For a fault, ask whether an inspection or a retailer-arranged return is required.
- Prepare the parcel. Use original packaging where available, protect every component and include the paperwork or accessories supplied with the item. Photograph the packed parcel before sealing it.
- Send and track it. Use a tracked service, retain the receipt and save the tracking result showing delivery. For a faulty claim, keep proof of purchase as well.
- Wait for processing. Do not treat the courier’s delivery scan as the refund date; TJ Hughes counts its processing period from receipt of the goods.
How long does a TJ Hughes refund take?
TJ Hughes says it aims to process UK returns within 10 days of receipt. Its refund wording says refunds are processed within 14 calendar days of receiving the goods, after which the payment provider may need another 7–10 working days for the money to clear.
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One free scan finds every outdated or missing driver and matches the right update for your exact hardware.Free scan · exact hardware matchThese are separate stages: delivery to the retailer, internal inspection and processing, then bank or card clearance. Keep the tracking record and count from the confirmed delivery date. If the stated processing and clearance windows have passed, contact customer service with the order number, return tracking and the date the parcel was delivered.
If the retailer offers an exchange or credit instead of a refund
For an ordinary unwanted return inside the policy window, TJ Hughes says the refund goes to the original tender type. An exchange or credit may arise under the post-six-month process or where a fault remedy is being worked through, but availability matters.
Ask customer service to confirm in writing whether the proposed outcome is a refund, replacement, repair, exchange or credit, and record any difference in value. Online credit can expire after 12 months and may be lower than the item’s original price, so do not assume it has the same value or flexibility as a card refund.
Practical checklist before you send anything
- Order number and proof of purchase.
- Delivery date and the date you notified TJ Hughes.
- Correct reason for return.
- Original packaging, tags, seals and accessories where applicable.
- Photographs of condition, damage and packaging.
- Tracked postage receipt and proof of delivery.
- Written confirmation of the remedy and any inspection instructions.
The safest approach is to notify TJ Hughes first, classify the return correctly and preserve evidence until the refund, repair, replacement or agreed credit is complete.
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