The Range Return Policy: Full UK Guide for In-Store & Online Orders

The Range is packed with homeware, DIY, garden, craft and seasonal stuff – which makes it very easy to get carried away. But if that rug looks wrong in your living room or the storage boxes don’t fit your shelves, you’ll want to know exactly what their return rules are before you try to take anything back.

This guide explains The Range’s current UK return policy in plain English, covering in-store and online purchases, Click & Collect orders, Marketplace (Range Plus) sellers, faulty items, refunds and time limits. By the end, you’ll know what you can return, how long you have, and what it will cost you.

Quick Overview of The Range Return Policy

Here’s the big picture for customers in the UK:

In-store “change of mind” returns: You normally have 14 days to return items bought in a physical store, in original and unused condition.
Online, Click & Collect & in-store order-point purchases: You must tell The Range you want to return within 14 days of receiving the goods, then actually send them back (or arrange collection) within another 14 days – so a total of up to 28 days.
Made to Order items: These are excluded from normal “change of mind” rules. After the first 48 hours, they’re usually non-returnable and can’t be cancelled.
Marketplace / Range Plus items: Sold by third-party partners, with their own return processes. You can’t usually return these to a Range store.
Refunds: Once your return is received, refunds are typically processed within about 3–5 working days back to the same payment method you used.
Exchanges for online orders: Not offered directly – you return the item and place a new order instead.

On top of this, your normal UK consumer rights still apply if an item is faulty or not as described. The Range’s own policy sits alongside those legal protections, not instead of them.

Change-of-Mind Returns (You Just Don’t Want It)

In-Store Purchases

If you bought something in a The Range shop and simply changed your mind, their standard policy is:

You have 14 days from receipt to take the item back.
The product must be in its original, unused condition – no obvious use, no damage.
Ideally in its original packaging, with any accessories included.

This in-store return window is offered on top of your basic legal rights and is at the company’s discretion. It’s designed for genuine “doesn’t suit me” situations, not for items that have been used and then returned weeks later.

Online, Click & Collect & In-Store Order Point Purchases

For anything you buy through The Range website, via Click & Collect, or at an in-store order point (where the goods are later delivered), your “change of mind” rights follow distance-selling rules:

You must notify The Range within 14 days of receiving your order that you want to return it.
From that date, you then have up to a further 14 days to send it back or have it collected.
In any case, the item must be returned or collected within 28 calendar days of the day you received it.
The goods should be unused, in original condition and suitably packaged.

This 14 + 14 structure matches UK Consumer Contracts Regulations: you have a cooling-off period to change your mind on most online purchases, as long as you look after the goods and send them back in time.

Made to Order Products

Some items on The Range site are listed as Made to Order – for example, certain furniture or custom pieces. These are treated differently because they are produced specifically for you.

There is usually a 48-hour processing window from when you place your order.
After that, the product goes into production and is classed as non-returnable and non-cancellable for change-of-mind reasons.
Faulty or damaged Made to Order items can still be dealt with under your statutory rights, but “I don’t like it” is not enough once it has been made.

If you’re ordering anything made to order, double-check the measurements, colour and style before you confirm, and if you change your mind straight away, contact Customer Care quickly – before that 48-hour window closes.

Returning Online Orders: Store, Post & Collection

Return to Store

For many online orders sold by The Range (not by a Marketplace Partner), you can use your local branch to handle the return:

Most smaller items bought online and dispatched by The Range can be returned to any store.
You’ll need to bring your delivery note or other proof of purchase with you.
Large items, such as some furniture or appliances, usually cannot be returned to stores – this will be stated on your order confirmation and returns label.

Store returns are often the simplest option because you don’t have to arrange a courier or pay to post bulky goods back, and you get your return processed face-to-face.

Return by Post (Items Sold by The Range)

If going to a store isn’t convenient, you can post items back to The Range instead, as long as they were sold and dispatched by The Range and not by a Marketplace Partner.

First, you should contact Customer Care to authorise the return.
Once authorised, you can use the returns label that came in your parcel, or clearly mark your parcel with your order number and full name if you can’t find the label.
Send the parcel to the returns address shown on your paperwork, using a tracked delivery method.
Keep your proof of posting and tracking information – you’re responsible for the goods until they reach The Range.

For change-of-mind returns by post, it’s common for customers to pay the return postage themselves unless The Range has offered a free returns label. For faulty or mis-described items, Customer Care may organise a label or collection at no extra cost to you.

Collection for Large Items

For big or heavy products that can’t realistically be posted back, The Range can arrange a collection:

You contact Customer Care and request a collection.
A date and approximate time will be arranged, and you may be given details of the courier or supplier collecting the item.
The item must be ready, safely packaged and accessible – usually at your doorstep, garage or another safe area outside if curbside collection is in place.
Until it is collected, the goods remain your responsibility, so keep them dry, secure and undamaged.

Depending on the reason for return, you may be charged for collection on change-of-mind returns, while faulty goods are more likely to be collected free of charge.

Marketplace / Range Plus Partner Orders

The Range sells many items directly, but some products are supplied by third-party Marketplace (Range Plus) Partners. These follow slightly different rules:

Marketplace items can’t be returned to The Range stores.
They also can’t be sent to The Range’s own returns centre – they must go back following the partner’s instructions.
If you changed your mind, you generally pay the return cost stated for that partner.
To start things off, you normally contact The Range’s Customer Care, who will either authorise the return or direct you to the partner’s process.

Your legal rights are still with the seller (the Marketplace Partner), but The Range is the front-end platform. When you’re buying, check the product page to see whether it is “sold by The Range” or by a named partner – that will tell you whose returns policy applies.

Faulty, Damaged or Missing Items

Items Arriving Damaged or Faulty

If your order turns up damaged, incomplete, or clearly faulty, the process is a bit different from a simple “changed my mind” return:

Contact Customer Care as soon as possible, quoting your order number.
Explain the issue in detail and, if asked, provide photos or videos showing the damage or fault.
The Range (or the Marketplace Partner, if applicable) may offer a replacement, repair, or refund, depending on the item and the nature of the problem.

They make it clear they can’t refund items that have been damaged after delivery due to misuse, normal wear and tear, or accidents – so it’s important to report issues promptly.

Missing or Incomplete Orders

If your parcel doesn’t arrive, or parts of your order are missing:

Check your dispatch email to confirm what should have been delivered and in how many parcels.
If items are missing or you haven’t received anything within the timeframe they describe, contact Customer Care with your order number.
They can investigate with the courier or partner and arrange a suitable solution, such as a replacement or refund.

Keep any packaging and paperwork you do receive, as it may help them confirm what’s gone wrong.

Cancellations (Before Dispatch)

If you realise very quickly that you don’t want an order – maybe you ordered the wrong size or colour – you can often cancel before it leaves the warehouse:

Contact Customer Care as soon as you can and ask them to cancel the order or specific items.
If the order hasn’t been dispatched, they can usually cancel it and process a refund to your original payment method.
For Made to Order items, remember the 48-hour processing rule: after that, cancellation for change of mind is normally not possible.

If your order has already been dispatched, you fall back to the standard returns process instead – receive it, then return it within the time limits.

Refunds: How & When You Get Your Money Back

Once The Range (or a Marketplace Partner) has received your returned items and checked they meet the conditions, they’ll process your refund:

Timing: Refunds are typically processed within about 3–5 working days of receiving the goods.
Method: The refund goes back to the same payment method you originally used wherever possible.
Amount: You’ll usually be refunded the product cost. For change-of-mind returns, original delivery charges and return postage may not be refunded unless stated otherwise.

Remember that banks and card providers can take a few extra days to show the money on your account, even after The Range has processed the refund on their side.

Exchanges

The Range’s policy for online orders is clear: they don’t offer direct exchanges. Instead, the process is:

Return the unwanted item in its original, unused condition using one of the methods available.
Place a new order for the replacement item you want.

In stores, staff may let you effectively do an exchange by refunding the original and then putting a new purchase through at the same time, but technically these are treated as two separate transactions rather than a straight swap.

Practical Tips for Easy Returns at The Range

Keep receipts and emails: Save store receipts and online confirmations until you’re sure you’re keeping everything.
Check who you’re buying from: Look for “Sold by The Range” vs. a named Marketplace Partner on the product page – it affects where and how you return items.
Leave items in packaging until you’re sure: Especially for fragile or boxed items. It’s much easier to return unopened goods.
Inspect deliveries quickly: Open parcels gently, check for damage or missing parts, and report any issues straight away.
Note the time limits: Think “14 days to tell them, 28 days to get it back” for online, and “14 days from purchase” for in-store change-of-mind returns.
Be extra careful with Made to Order: Re-check all details before ordering because once production starts, you generally can’t cancel or return just because you’ve changed your mind.

The Range Return Policy – Quick FAQ

How long do I have to return something to The Range?

For in-store purchases, you usually have 14 days to return items in unused condition. For online, Click & Collect and in-store order-point purchases, you must notify them within 14 days of receiving the goods and get the items back to them within another 14 days, so they receive them within 28 days.

Can I return online orders to a The Range store?

Yes, for most smaller items sold by The Range you can return them to any store with your delivery note. Large items like some furniture and appliances usually can’t be returned in store and need to be sent back or collected instead. Marketplace items can’t be returned to stores at all.

Who pays for return postage?

For simple change-of-mind returns, you’ll normally pay the cost of sending the item back, especially for Marketplace orders where the partner sets the return fees. For faulty or mis-described items, The Range or the partner may provide a label or arrange collection at their cost.

Can I return a Made to Order item if I change my mind?

Generally, no. Once the 48-hour processing window has passed and production has started, Made to Order items are usually non-returnable and can’t be cancelled just because you’ve changed your mind. Faulty items are treated separately under your usual consumer rights.

How long will my refund take?

After The Range or the Marketplace Partner receives and checks your return, they aim to process refunds within about 3–5 working days. It can then take a few extra days for your bank or card provider to show the money back in your account.