Returns and Refunds We hope you will be pleased with the products you purchased, however if for any reason you would like to return your products, please see details below. Products must be returned the way they are purchased. 1. Online Orders If you want to cancel/return your order you must tell us within 14 days (beginning on the day you receive the goods). Please visit https://www.tofs.com/a/returns and fill in the form to request a return. Returns should not be taken to a store as they will be unable to process them. Returns are free, and once the return has been approved you will be sent a Collect+ label to send the products back. The products should be returned within 14 days and should be unopened, in their original condition and packaging. Once we receive your return, we will inspect it. If the return is approved, we will refund you the price you paid for the products including delivery costs (if applicable), by the method you used for payment. However, we may make certain deductions (see 8.5 in Consumer Conditions of Sale). Your refund will be made within 14 days from the day on which we receive the product(s) back from you. Please read the Consumer Conditions of Sale for full details. 2. In-store Purchases (including Reserve and Collect) These should be returned to one of our stores with a valid receipt or proof of purchase. For any queries, please contact us via email (customercare@tofs.com) or check in store. This returns policy does not affect your statutory rights. Refunds are available up to a maximum of 28 days after purchase, if you are returning an item because of an error on our part or because it is defective. Where a replacement is not required, a full refund for the item will be made. It is your responsibility as the customer to ensure the item is returned suitably packaged and is received in a fully re-saleable condition. Returning any item in a state showing evidence of use beyond that required for necessary handling may result in a reduction of the amount refunded. This does not affect your statutory rights. If you have any queries regarding returns, exchanges or refunds please contact our Customer Care team. 3. Products we are unable to refund or exchange We do not accept returns on opened bedding, opened mattresses, opened mattress toppers, opened duvets, opened pillows, cosmetics, fragrances, earrings, piercing jewellery, swimwear, underwear, perishable products or CDs, DVDs, electrical items that have been used or computer software that has been opened unless faulty, damaged, not as described or unfit for intended purpose. NB. Mattresses, or mattress toppers, are non-returnable once they have been removed from the packaging due to health and hygiene reasons. Your statutory rights are not affected. Please see clause 7.5 in the Website Ts&Cs for details. 4. Complaints We hope that you will never have cause for complaint. However, in the unlikely event you do please contact our Customer Care team at customercare@tofs.com 5. Statutory Rights This policy is not intended to replace or compromise your statutory rights. CUSTOMER SERVICE & FAQs Privacy Notice Website T&Cs The Club T&Cs The Club Scratch Card Conditions of Sale Cookie Preferences Shop Safe - COVID 19 Frequently Asked Questions Order & Delivery Information Returns and Refunds Product Recalls Store Finder Reserve & Collect T&Cs ABOUT US & HELPFUL INFORMATION Our Story Our History About Reserve & Collect The Club Sign-up to Emails Student Discount Charity Initiative Landlords Suppliers Recycling Gender Pay Summary Careers Modern Slavery Statement Section 172 Companies Act 2006 statement CONTACT INFORMATION Customer Service: Customercare@tofs.com PR Contact: tofs@z-pr.com Contact Us Careers & Recruitment The Original Factory Shop © 2021 Powered by Shopify American Express Diners Club Discover Maestro Mastercard Visa