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John Lewis in Chester slashes 'no quibbles' return policy

Here are the changes to the premium department store's refund rules

John Lewis At Home on Greyhound Retail Park, Chester(Image: Google Streetview)

John Lewis, which has an At Home store in Chester's Greyhound Retail Park, has slashed its formerly generous return policy by more than half from 90 days to 35 days.

The change to the high street chain's refund rules comes into effect on Wednesday (February 1).

But John Lewis has told Mirror Money that most customers won't be affected because on average all items returned are brought back to stores or its central warehouse within 35 days.

Eagle-eyed members of deals website HotUkDeals shared the latest update with shopping enthusiasts online on Friday (January 27).

The premium department store says it will be alerting customers who purchase items over the next few days to avoid shoppers being caught out by the new rule, which although is significantly shorter, is still longer than average return policies on the high street.

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A John Lewis spokesperson said: "Our 35 day, no quibble, returns policy for unwanted items which we're introducing next week will be one of the best returns policies of all UK retailers.

"Before we made the change, we asked our customers about our policy and found that over 85% were unaware of our policy for unwanted items and over 90% of customers who change their mind about a product bring it back within 35 days.

"Today, our product ranges, particularly clothing, change much more frequently than they used to and bringing items back once products are out of stock can lead to disappointment.

"In addition, customers can now return a John Lewis product much more easily at over 400 locations across the UK."

At present John Lewis's policy states:

We want you to be happy with your purchase but if you're not, please return the unused product to us within 90 days of receiving your order.

Once returned, we’ll refund the person who originally placed and paid for the order. This includes Clearance and Price Match items.

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However next week, the new rules will mean you'll have to get on top of your returns to avoid missing out on your money back. The new rules will be updated at the back of your receipt.

As always, if you don't have your proof of purchase to hand, the store will "give you a gift card to the value of the current selling price".

What about items I've just purchased?

All items purchased before 1 February will continue with the 90-day rule - however, if you opt to return or exchange the item, you'll be switched over to the 35-day policy.

What about if my item is faulty?

Under the Consumer Rights Act all products must be of satisfactory quality, fit for purpose and as described.

If you believe you've been sold a faulty item, you do have the right to return your policy - this must be done as soon you discover the item is damaged/faulty or not as described.

John Lewis says if this happens to you, you can call their Technical Support helpline on 0330 123 0106 from 8am - 9pm weekdays, 8am - 8pm Saturdays and 10am - 6pm Sundays.

Remember to have your model number to hand when you call, as this will help them process the refund or replacement.

If your faulty item is not classed as an electrical, call its customer services line on 03456 049 049 and have your order confirmation number to hand, or visit your local John Lewis branch .

To find out more about what's legally classed as a faulty good, visit Which? online here . To discover more about John Lewis' returns policy in full, click here .

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