Returns Policy

How do I return something I bought in store?

  • It is very easy to return something you have bought in store. Return your purchase to us in store within 28 days of purchase with a receipt as proof of purchase for a refund. Gift receipts can be used to return an item for an exchange or gift card but not for a refund.
  • Merchandise must be unused, have all tags attached and be in its original condition (including packaging and labelling). If you use the goods or remove or tamper with any of the tags attached to the goods, you will lose your right to return the goods under our returns policy.
  • Unless faulty, we are unable to offer an exchange or refund on pierced jewellery.
  • Gift cards purchased online are subject to separate terms and conditions. Please see for details
  • The above policy does not affect your statutory rights including your rights in relation to faulty goods.

Sometimes we have to refuse a refund or exchange usually because the item is outside the return period or is not in its original condition. Make sure you follow all the above to avoid any embarrassment.

How do I return something I bought online?

Normal conditions of return apply:

  • Return your purchase to us within 28 days either in store or by post (see details below) with your despatch note as proof of purchase for a refund.
  • Merchandise must be unused, have all tags attached and be in its original condition (including packaging and labelling). If you use the goods or remove or tamper with any of the tags attached to the goods, you will lose your right to return the goods under our returns policy.
  • Unless faulty, we are unable to offer an exchange or refund on pierced jewellery.
  • Gift cards purchased online are subject to separate terms and conditions. Please see http://www.tkmaxx.com/vouchers/icat/giftvouchers for details.
  • The above policy does not affect your statutory rights including your rights in relation to faulty goods or your right to cancel orders made online. If you wish to exercise your cancellation rights please see the "Statutory Right to Cancel" section below.

Returning in store - FREE

This is the quickest and easiest way to return something (and it’s free).

  • Make sure you have your despatch note with you as the store will be unable to deal with your return without it.
  • If you want a refund and you paid by a credit or debit card, take the card you used to buy it as we can refund to that card only.
  • If you paid by eVoucher you will receive store credit or a gift card.
  • TK Maxx items cannot be returned to HomeSense stores and must be returned to TK Maxx stores in the UK only.

Find your nearest TK Maxx store

Statutory right to cancel

In addition to the above, if you are a consumer (i.e. you are not purchasing either wholly or in part for your business, or you are not a business) who has purchased goods online, you have the right to cancel the contract and receive a full refund in respect of all goods purchased except perishable items, customised goods and hosiery. You have fourteen days from the end of the day the goods are received, to cancel your contract in writing to us at the addresses mentioned in the “Contact Us” section, following which you must return your order in full without delay. Goods must be returned in their original condition with all tags attached. Any return made by post is at your own cost and risk. You can also return these items to store at no cost. If any returned item does not have the original tags attached, shows signs of use or unreasonable handling or is otherwise not in its original condition, we cannot re-sell the item for the same price. In those circumstances, we treat the goods as second hand and we are entitled to deduct the reduction in value of the goods from the refund otherwise due to you.

If your contract is cancelled in this way we will refund any sums due to you (together with the standard delivery charge) within 14 days of receipt of the goods.

Returning by post

*Please note: Postal returns are only for items bought online


Complete the returns form on your despatch note and include it with the item. If you no longer have the despatch note, put the following information on a piece of paper and include it with the item:

  • Name, Billing address and a contact telephone number
  • Email address (the one you use to log on to your account with TK Maxx)
  • Order number (you can get this by logging on to your account)
  • Description of the product
  • Reason for return using the following codes:
    • Faulty
    • Incorrect
    • Arrived too late
    • Unwanted gift
    • Unsuitable
    • Doesn't fit
    • Other

Repack the item as securely as possible and send it to:

TK Maxx Returns

DHL Supply Chain
Unit 1
Waver Way
Rugby
CV23 0XF

Returns sent by post are at your own cost. Make sure you obtain a free stamped Proof of Postage from the Post Office as we are not responsible for items that are lost in transit or damaged on their way back to us.

Your refund will normally be processed within 7 working days of receiving your return but it may take slightly longer to appear on your bank statement. We will refund the cost of the item, but not the postage costs or delivery charges unless the item was found to be faulty. This does not affect your legal or statutory rights and is subject to your right of cancellation.

Returning items which cannot be returned to store

Certain items cannot be returned to our stores. This will be highlighted on the product page when you purchase the item and on the despatch note in the "Return to store?" column.
We offer two alternatives for the return of these items:

  • Jewellery items can be returned to stores with a designated jewellery counter. You will need to take your despatch note with you. Please contact our Customer Service team if you are not sure if your local store has a jewellery counter. If you do not have access to a store with a jewellery counter, please select the below alternative to return your jewellery. We are unable to accept the return of pierced jewellery. This does not affect your statutory rights.
  • You can return the item by post to:
    TKMaxx Returns
    DHL Supply Chain
    Unit 1
    Waver Way
    Rugby
    CV23 0XF

Please contact our Customer Service team with your postage receipt for reimbursement of the return postage costs. NB this applies only to items which we say cannot be returned to our stores.

Exchanging an item you bought online

We're sorry but we can't offer an exchange as part of our returns process for items purchased online.

If you are returning something and need the same product in a different size or colour, or simply a replacement product, you need to place a new order online for the item you require. Your new order will be sent to you directly and we will process your return according to our returns policy as soon as we receive it.

If you are taking advantage of our free returns to store, you can always use the credit from the item you are returning to buy other items directly in store.

What if something is faulty or not as it was described online?

If something you buy turns out to be faulty we recommend you take it back to store if possible so we can review the item and assess the fault. If you need to post it to us, we recommend you contact our Customer Service team in advance on 01923 473561 to discuss the best way to proceed.

If the item is faulty we will give you a refund or exchange the item if possible. Any postage or delivery charges you may have paid will be refunded. If the item is not faulty but has suffered from excessive wear and tear, misuse or malicious damage, we will discuss the situation with you. We will not be able to offer a refund in such cases.

Returning pre-loved items

HANDBAGS:

Items classified as pre-loved are not in ‘new’ condition. The leather or metal may exhibit signs of wear and use (for example small marks, scratches). The interior of the handbags may have slight stains or spots and the leather may show signs of creasing and/or patina especially at corners or at the bottom of the bag.

If you change your mind, no problem - you can return for a refund (in line with our usual returns policy for goods) within 28 days of the despatch note provided the goods are in a fully re-saleable condition (which for pre-loved goods means in the same condition that you received the goods). This does not affect your statutory rights.

Items should be returned with the original packaging (e.g. boxes) and the tags must still be attached. Where provided, the original authenticity stickers and authenticity cards must be included with your return in order to receive a refund. If you use the goods or remove or tamper with any of the original stickers or tags attached to the goods, you will lose your right to return the goods under our returns policy. This does not affect your statutory rights.

JEWELLERY & WATCHES:

Items classified as pre-loved are not in ‘new’ condition. Unless stated otherwise on the description items are not a precious metal (e.g. gold, silver, platinum, titanium etc.) and the stones are not precious/semi-precious stones or gems (unless the description specifically states otherwise). The leather or metal may exhibit signs of wear and use (for example small marks, scratches) consistent with normal wear and tear for its age.

If you change your mind, no problem - you can return any purchase for a refund (except pierced jewellery) within 28 days of the despatch note provided the goods are in a fully re-saleable condition (which for pre-loved goods means in the same condition that you received the goods). Purchases can be returned to any of our stores where we have a designated jewellery counter. Please see our Returns Policy for further details. Please contact our Customer Service team if you are not sure if your local store has a jewellery counter. This does not affect your statutory rights.

By agreeing to purchase a pre-loved watch you agree to waive your right under our returns policy to return this item by post. This does not affect your statutory rights.

Items should be returned with the original packaging (e.g. boxes) and the tags must still be attached. Where provided, the original authenticity stickers and authenticity cards must be included with your return in order to receive a refund. This item comes with a special security tag. Removal of, or tampering with, the security tag (or any other attached tags or original stickers) will invalidate your right to return the goods under our returns policy. This does not affect your statutory rights.

All watches come with a 12 month guarantee (from the date of purchase of the watch) to cover against the mechanics of the watch. If you wish to take advantage of the guarantee please contact us at customerservice@tjxeurope.com before the expiry of this guarantee period.

If the watch is found to be not as described please contact us immediately at customerservice@tjxeurope.com.

All our watches have been verified as authentic and have been re-serviced before being offered for sale.

SILK SCARVES:

Items classified as pre-loved are not in ‘new’ condition. The silk or stitching on pre-loved scarves may exhibit signs of wear and use (for example small marks, pulled or loose threads.

 

If you change your mind, no problem - you can return for a refund (in line with our usual returns policy for goods) within 28 days of the despatch note provided that the goods are in a fully re-saleable condition (which for pre-loved goods means in the same condition that you received the goods). This does not affect your statutory rights.

 

Items should be returned with the original packaging (e.g. boxes) and the tags must still be attached. Where provided, the original authenticity stickers and authenticity cards must be included with your return in order to receive a refund. If you use the goods or remove or tamper with any of the original stickers or tags attached to the goods, you will lose your right to return the goods under our returns policy. This does not affect your statutory rights.