If you've purchased an item from Debenhams, either in store or online, and it's damaged or defective, there are a few steps you should take to report the problem and receive a replacement or refund.
If you've made a purchase in-store and arrive home to find that the item is damaged or defective:
To report a damaged or defective item received by mail via an online order or otherwise, contact customer service by phone or email. In most instances, you should be entitled to a refund or exchange, as long as the item is eligible. Conditions that may affect eligibility include final-sale status and if sales tags are still attached. Customer service will instruct you on how to return the item by post or to a local store.
Whether or not a refund is possible in the case of an in-store or online purchase may depend on how long ago the purchase was made. If it's within 30 days of purchase, the store typically allows for a full refund.
If it has been more than 30 days, your best option will be to get in touch with Debenhams' customer support team, who will resolve the situation for you.
You can expect to receive the following: cash refunds up to £100 (inclusive of postage costs), vouchers for use in-store, alternative items if available based on your original order, or a refund to your payment method if none of these options are suitable for you.
After thousands of Debenhams customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together How Do I Report a Damaged Item to Debenhams? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting Debenhams if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.
GetHuman has been working for over 10 years on sourcing information about big organizations like Debenhams in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our How Do I Report a Damaged Item to Debenhams? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.