Returns & Cancellations
Goods can either be returned to store or by post (see below). Please note that we do not offer an exchange service by post.
We reserve the right to refuse to exchange or refund items that are not returned within 28 days of delivery.
In order to qualify for our refunds policy, all Items must be in a re-saleable condition i.e. undamaged, in their original and undamaged packaging, unworn and complete with all tags and labels attached.
We reserve the right to refuse to refund items that are returned that are not in re-saleable condition. Goods returned in an unsatisfactory and not in a re-saleable condition may be returned to you at your expense.
Goods must be returned with your original receipt and be in the condition that they were purchased. Without a receipt we will exchange or refund in vouchers at the last known selling price. Unfortunately we are not able to offer exchanges or refunds in vouchers for items purchased from any of Matalan's other trading divisions, including Sporting Pro stores or their website, without a valid receipt or delivery note. Further exceptions apply, please ask instore.
If you return a single item bought as part of a multi-buy discount offer (for example buy 2 for £20.00) you will be refunded the full price of the item less any discount given in the offer. If you return all the items purchased with the multi-buy offer discount you will refunded with the full multi-buy value.
If you return items won during our 30th birthday "win your basket" promotion, you will be refunded the value of those items returned in vouchers. Where you received money off the price of your basket, you will first be refunded the amounts paid by you, following which any money off amounts shall be refunded in vouchers. If your payment card expires before we process your refund please contact customer services by telephone with your order number, postcode and new card details.
Our refunds policy is in addition to your statutory rights.
Exceptions to Refund Policy
There are exceptions to our Refunds policy for certain items. Please note this is a non-exhaustive list and that these conditions do not affect your non-excludable statutory rights.
For reasons of health, hygiene safety and copyright, we are unable to exchange or refund the following products once worn or once the packaging has been opened or damaged unless the items are of unsatisfactory quality or unfit for purpose:
- pierced earrings;
- hair accessories;
- DVD’s (in original packaging with any security seals still intact)
- underwear and shapewear (In the interest of hygiene please do not remove briefs when trying on garments);
- control wear;
- hosiery; and
- swimwear (unless the hygiene strips and tags are still in place).
Gift vouchers are non-refundable and cannot be exchanged for cash.
Free Returns to Store
Your local store will be pleased to arrange an exchange or refund for you under our refunds policy.
If you would like to return goods to your local Matalan store free of charge, our store finder will show you where your closest Matalan store is. Please note that we are unable to accept returns to our Matalan Clearance Stores. Please safely dispose of any broken glass before returning your item to us.
Returns by post
You can return goods to us via the Post Office to: Matalan Web Returns DC Goods In Perimeter Road Knowsley Industrial Park Knowsley Liverpool L33 7SZ UK
The parcel should contain:
- The item(s) you purchased that you wish to return in their original condition.
- Your original delivery note with the returns section fully completed, clearly stating which item(s) you are returning and the reasons why you are returning the goods.
You will need to pay for the postage but we will refund the delivery charge if we have made an error in our despatch or if the item received is faulty or unfit for purpose, unless you have decided to keep part of the received order. We will also refund your delivery charge if you are an EU customer cancelling under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (see below).
We are unable to accept any responsibility for items that are lost or damaged in the post. You must ensure that your items are securely packaged, and obtain a proof of posting. Please allow at least two days for your goods to reach us.
Please note that we are not able to give exchanges for goods returned by post, and you should allow 28 days to receive your refund. Please safely dispose of any broken glass before returning an item to us.
If you need advice on returning by post, please contact our customer services team on 0333 0044444 or via e-mail at email@example.com.
YOUR CONSUMER RIGHT OF RETURN AND REFUND:
If you are a consumer, you have a legal right to cancel a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Regulations”) during the period set out below. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep goods, you can notify us of your decision to cancel the contract and receive a refund. Advice about your legal right to cancel the contract is available from your local Citizens' Advice Bureau or Trading Standards office.
However, for reasons of health, hygiene, safety and copyright this cancellation right does not apply in the case of:
pierced earrings, cosmetics, fragrances, hats, hair accessories, quilts, duvets, pillows, DVD’s (in original packaging with any security seals still intact), confectionery, underwear (unless the hygiene strips and tags are still in place), control wear, hosiery and swimwear (unless the hygiene strips and tags are still in place); and
sealed audio or sealed video recordings or sealed computer software, once these Products are unsealed after you receive them; and
any goods which become mixed inseparably with other items after their delivery.
Your legal right to cancel a contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the contract between us is formed. Your deadline for cancelling the contract then depends on what you have ordered and how it is delivered, as set out in the table below:
|Your Contract||End of the cancellation period|
|Your contract is for a single product (which is not delivered in instalments on separate days).||The end date is the end of 14 days after the day on which you receive the goods. Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the goods on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.|
|Your contract is for either of the following: one product which is delivered in instalments on separate days. Multiple products which are delivered on separate days.||The end date is 14 days after the day on which you receive the last instalment of the goods or the last of the separate goods ordered. Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first instalment of your goods or the first of your separate goods on 10 January and the last instalment or last separate goods on 15 January you may cancel in respect of all instalments and any or all of the separate goods at any time between 1 January and the end of the day on 29 January.|
|Your contract is for the regular delivery of a product over a set period.||The end date is 14 days after the day on which you receive the first delivery of the goods. Example: if we provide you with a Dispatch Confirmation on 1 January in respect of goods to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all goods to arrive during the year.|
To cancel a contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to print off and complete the cancellation form on our website. A link to the website cancellation form will be included in our Dispatch Confirmation.
You can also e-mail us at Customer Services at firstname.lastname@example.org or contact our Customer Services team by telephone on 0333 0044444 or by post to Matalan Customer Services, Perimeter Road, Knowsley Industrial Estate, Kirkby, Knowsley, L33 7SZ. If you are e-mailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.
If you cancel your contract we will:
Refund you the price you paid for the goods. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. See our Returns page for information about what handling is acceptable.
Refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of goods within 3-5 days at one cost but you choose to have the goods delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
Make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
-If you have received the goods and we have not offered to collect it from you: 14 days after the day on which we receive the goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us.
For information about how to return goods to us, see provisions set out below;
-If you have not received the goods or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the contract.
-If you have returned the goods to us under this consumer right of return and refund pursuant to the Regulations because they are faulty or mis-described, we will refund the price of the goods in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
We will refund you on the credit card or debit card used by you to pay, but in the event of a partial refund we reserve the right to issue a cheque to you. If the card you used to pay with expires before the refund is made please call us to give us your new card details.
-If goods have been delivered to you before you decide to cancel your contract:
1 You must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the contract. You can either send it back or return it to us in-store. Please note that we do not offer an exchange service by post. Please see our Returns page headed Returns by Post for our returns address and how to arrange a return;
2 Unless the goods are faulty or not as described (in this case, see above), you will be responsible for the cost of returning the goods to us. If the goods cannot be returned by post, we estimate that if you use the carrier which delivered the goods to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection from our usual carrier.
Because you are a consumer, we are under a legal duty to supply goods that are in conformity with this contract. As a consumer, you have legal rights in relation to the goods that are faulty or not as described. These legal rights are not affected by your right of return and refund in this consumer right of return and refund policy pursuant to the Regulations or anything else in these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.