Returns Policy
Please see below our returns policy for our retail shops and online shopping platforms. This Policy is effective from April 2026 and does not affect your statutory rights.
Retail Shops
Exchanges (14 days): You can exchange items that are:
- Change of mind purchases
- Wrong size / not suitable
- Non‑faulty items
- In their original condition with the Longfield price tag attached
- Returned with proof of purchase (receipt, bank statement, card history)
Refunds (Where Legally Required): Refunds are only given for:
- Faulty items
- Misdescribed items
- Unsafe items
Refunds must be processed back to the original payment method.
This does not affect your statutory rights.
Furniture:
Furniture refunds or exchanges are given at the Manager’s discretion.
When purchasing furniture please make sure you measure correctly to ensure it fits in your property. If an item of furniture has not been measured or does not fit properly and has to be returned, there will be a fee to return it back to the shop if it was delivered to you. This could be up to 50% of the item value.
Electrical:
Our electrical items are all PAT tested and a basic product test is conducted.
If there is a fault within 30 days of purchase, we will offer an exchange or a full refund. The original receipt or alternative proof of purchase must be shown.
Receipts:
It is our policy to offer a receipt for all goods purchased. If you do not receive one, please ask. Please retain your receipt as proof of purchase.
Age Related Product Sales:
For any item that has an age rating (e.g. DVDs and Games) we will need to see identification. No ID = no sale, it is the law
Please note: We are unable to offer refunds or exchanges on the following items:
- Mystery Bags
- Kilo Sale Items
- Special Promotions (e.g. Fill a Bag for £5)
These items are sold as part of special offers and are non-refundable. Thank you for your understanding and support.
Online Shopping
In the rare event that an item is damaged in transit, the process couldn’t be simpler. Please send us a photo of the item in its received condition, and we will contact you to resolve the issue. If you change your mind about a purchase and wish to return it, we offer 30-day returns from the date of purchase. To initiate a return, please do one of the following, depending on the purchasing platform (see below). Should you have questions you can contact us at ebay.shop@longfield.org.uk.
Longfield Online Shop: Please log in, find your order history and click on the order to start a return with us
Ebay: Open a return through purchase history
Depop: Send us a message to initiate a return
Amazon: Open a return through purchase history
Once an item is received at our office, a refund will be processed to the original account used, within 2 working days.