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Most TJ Hughes online orders can be returned within 28 days of delivery, provided the item is eligible, unused where required, and in its original packaging. A separate legal cancellation right lets you notify TJ Hughes within 14 days of receiving an online order; standard delivery is refundable, while any premium above the standard shipping rate is not. You normally pay return postage for an unwanted item. Faulty, damaged or misdescribed goods follow different rules, and statutory consumer rights can provide stronger remedies than the retailer’s voluntary policy.
This guide reflects the TJ Hughes refund information marked “Last Updated – 01/10/24”, checked on 18 October 2026. Contact routes, exclusions and processing targets can change, so check the live TJ Hughes policy before posting a return.
Which TJ Hughes return deadline applies?
There are two time periods that are easy to confuse: TJ Hughes’s 28-day general return policy and the 14-day online cancellation notification right under the Consumer Contracts Regulations 2013.
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TJ Hughes says a product bought online may be returned for any reason within 28 days of delivery, subject to the policy’s exclusions. The product should be in its original packaging, and an approved refund is sent to the original payment method. This is the retailer’s broader change-of-mind policy, not a replacement for your legal rights when goods are faulty or otherwise do not conform to the contract.
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The 14-day online cancellation right
For an online purchase, you can notify TJ Hughes that you are cancelling within 14 days after delivery. Under the policy, the standard delivery charge is refunded. If you selected express or another enhanced service, TJ Hughes does not have to refund the amount above the standard delivery rate.
Keep evidence of the date you notified the retailer. If you are close to the deadline, send the cancellation request before the 14th day and retain the email or other confirmation. The retailer’s instructions will tell you where and how to send the goods after notification.
At-a-glance comparison
| Situation | Time point in the TJ Hughes policy | Likely remedy | Return delivery |
|---|---|---|---|
| Online change of mind under the general policy | Within 28 days of delivery | Refund to the original payment method, if eligible | Customer pays |
| Online cancellation under the Consumer Contracts Regulations | Notify TJ Hughes within 14 days after delivery | Refund, including standard delivery but not any premium above that rate | Customer normally pays for sending an unwanted item back |
| Faulty, damaged or unfit for purpose | Report to customer service; TJ Hughes describes delivery-charge reimbursement for qualifying cases within 12 months | Remedy agreed after assessment; legal repair, replacement, price reduction or refund rights may apply | Trader should cover reasonable costs where statutory rejection rights apply |
| Goods more than six months old | TJ Hughes policy says requests are handled with credit or exchange, subject to availability | Online credit or exchange under the stated policy; statutory rights remain unaffected | Depends on the reason and legal remedy |
Can you get a refund instead of an exchange?
For an eligible unwanted online item returned within the 28-day policy period, TJ Hughes says the refund goes to the original tender type. That means the original card, account or other payment method is used rather than a new payment method. The item must meet the packaging and category conditions.
An exchange is not the automatic outcome for every return. For a faulty or non-conforming product, the appropriate remedy can depend on the defect, when it arose and the remedies available under the Consumer Rights Act 2015. TJ Hughes may ask to inspect the item before deciding what it can provide. State clearly that you are seeking a refund if that is your preferred remedy, but do not describe a fault as a simple change of mind: the reason for return affects both your rights and who pays the return cost.
Who pays return postage for an unwanted item?
For a change-of-mind return, TJ Hughes says the customer pays the return delivery charge. Package the item carefully and use a service that gives you a receipt and tracking, especially for expensive or fragile goods. Keep the tracking number until the refund appears.
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Poor packaging can lead to a return being refused or to a reduced refund if the goods are damaged in transit or have been handled beyond what is needed to inspect them. Reuse the original shipping box where practical, add protective material, remove or cover old labels, and photograph the packed parcel before handing it to the carrier.
The position is different when goods are faulty, damaged on arrival, not as described or unfit for purpose. TJ Hughes says qualifying faults reported within 12 months can include reimbursement of the original delivery charge. Where statutory rights require the trader to accept a rejected non-conforming item, the Consumer Rights Act 2015 generally places reasonable return costs on the trader. Ask customer service for the return method before paying for a service yourself.
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Report the problem promptly
Contact TJ Hughes customer service and explain whether the item is faulty, arrived damaged, is not as described, or does not perform its stated purpose. Include your order number, name, address, a description of the problem and photographs where they show the issue. Keep proof of purchase. TJ Hughes may arrange an inspection, so do not discard the product, accessories or packaging.
Understand the 12-month wording
TJ Hughes says that when an item is faulty, damaged or unfit for purpose within 12 months of delivery, it can reimburse the original delivery charge. That statement concerns the retailer’s policy and does not set a 12-month expiry date for statutory rights. The policy itself says, “Your statutory rights are not affected.”
How UK statutory rights fit
GOV.UK says a trader must offer a full refund when goods are faulty, not as described or do not do what they are supposed to do. The Consumer Rights Act 2015 also provides repair, replacement, price-reduction and refund remedies. For goods returned within six months, the law generally presumes the fault was present at delivery unless the trader proves otherwise, although the precise remedy and exceptions depend on the circumstances.
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Do not accept store credit merely because a policy page mentions credit if the law gives you a different remedy. Explain the non-conformity and ask TJ Hughes to apply the appropriate statutory remedy. If a retailer disputes the defect, keep the written response and evidence of the problem.
What happens after six months?
TJ Hughes states that return requests for goods over six months old are offered credit or an exchange, subject to availability. Its online credit expires after 12 months and may be lower than the original price. Those are policy terms, not a removal of statutory rights: the same policy says statutory rights remain unaffected.
For an older product, describe exactly what failed, when you first noticed it and how it was used. Gather the receipt or order confirmation, photographs, repair reports and any earlier correspondence. A defect that existed at delivery, a product that is inherently unsuitable for its stated purpose, or a failure covered by another legal or manufacturer obligation may require a remedy other than the policy credit or exchange.
Which products cannot be returned?
Check eligibility before opening or using an item. TJ Hughes excludes personalised or made-to-measure products and furniture from refunds under the stated policy.
Health and hygiene goods have stricter conditions. The policy identifies categories including underwear, swimwear, cosmetics, grooming products, bedding and jewellery. These products must be unused and returned in their original packaging. Seals, hygiene strips and protective wrapping should remain intact where supplied. If you open or use an excluded or hygiene-sensitive item, a change-of-mind return may be refused even when it is within 28 days. A genuine fault or misdescription is treated separately from a change of mind.
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Can an online order be returned to a TJ Hughes store?
No. TJ Hughes’s FAQ currently says online purchases cannot be returned to its stores. Start the online return through customer service instead. Provide your order number, name, address and reason for return, then follow the instructions and return address supplied for that order.
Do not leave an online parcel at a store expecting it to be routed to the online returns team. If a store employee cannot accept it, you may lose time against the applicable deadline.
How to start a TJ Hughes online return
- Contact customer service first. Use
contact@tjhughes.co.ukor the contact route on the TJ Hughes website. Include the order number, your name and address, the item, delivery date and reason. - Use the correct reason. Say whether it is a cancellation or change of mind, a fault, delivery damage, or “not as described.” The reason determines the deadline, postage and potential remedy.
- Check eligibility. Confirm that the item is within 28 days for the general policy, or that your cancellation notification is within 14 days of delivery. Check the exclusions and hygiene conditions before sending it.
- Prepare the parcel. Include original packaging, accessories, manuals and tags where applicable. Protect the contents against movement and moisture. For a faulty return, retain proof of purchase and any evidence of the defect.
- Send it using the instructed method. For an unwanted item, pay the return shipping as directed. Obtain a postage receipt and tracking. For a fault or damage, ask whether TJ Hughes will provide a label or arrange collection before you incur a charge.
- Monitor the return. Keep the carrier’s delivery confirmation and TJ Hughes correspondence. Do not discard the tracking record until the refund, exchange or credit is completed.
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, and the payment provider may then take 7–10 working days to clear the money into your account.
These are processing targets rather than a promise that every bank will credit the payment on the same day. First check the carrier tracking to confirm delivery, then allow the stated processing and banking periods. If the deadline has passed, contact customer service with the order number, return tracking and the date the parcel was delivered.
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Return problems and practical fixes
The parcel was refused or the refund was reduced
Ask TJ Hughes for the reason in writing. Damage caused by inadequate packaging, missing components or use beyond inspection may affect a change-of-mind refund. If the issue was a carrier accident despite careful packaging, provide photographs, the packing evidence and the carrier report.
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The retailer says the item is outside 28 days
Separate a voluntary change-of-mind return from a fault claim. The 28-day period applies to the general policy; it does not erase statutory remedies for goods that are faulty, misdescribed or unfit for purpose. Send a clear description of the non-conformity and request the remedy you believe applies.
You paid return postage for a faulty product
Send the receipt and ask TJ Hughes to reimburse the reasonable cost. The retailer says qualifying faults within 12 months can include reimbursement of the original delivery charge, while statutory rules may require reasonable return costs for a rejected non-conforming item.
No refund after the stated period
Check the exact date TJ Hughes received the parcel, not only the date you posted it. Then provide the delivery confirmation and ask for the refund status. If the payment method has changed or expired, tell customer service; the policy still directs refunds to the original tender type, so the payment provider may need to trace it.
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What to keep for your records
- Order confirmation, receipt or other proof of purchase.
- Delivery date and the date you notified TJ Hughes.
- Copies of emails, contact forms and replies.
- Photographs of the item, fault, packaging and sealed hygiene products.
- Return postage receipt, tracking number and carrier delivery confirmation.
- Any inspection report, proposed exchange, credit note or refund confirmation.
The safest route is to notify TJ Hughes before sending anything, identify the legal or policy reason accurately, package the item securely and keep evidence until the money or agreed remedy arrives.
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