Returns

Question
Can my item be returned?

We’re sure you’re going to love your product, however, if you’re not completely satisfied, for additional peace of mind we offer you a 30 Day Money Back Guarantee in addition to your statutory rights. You may return your order within 30 days after the day you receive your product and receive a refund on the full product price (excluding postage and packing charges) providing that your item is in a re-sellable condition, with its original packaging including all instructions, contents, and any free/bonus items received with your order.

Items excluded from our 30 Day Money Back Guarantee are:
- Items that have come into contact with food;
- Garments/ underwear – if the hygiene label or tag has been removed, or garment has been worn;
- Goods that by reason of their nature cannot be returned including but not limited to items which cannot be returned in the same physical state as they were supplied.

If your item is damaged, faulty, or you wish to claim against your product warranty, please contact our Customer Service team before you return your item.

For full details of our returns policy please click here

How do I return an item?

For us to process your return and refund as quickly as possible, please follow the below guidance:


Step 1: Packaging your item to return

When packaging your item to return, please complete and include the returns slip at the bottom of your original invoice received with your product. This will be found in the packing slip on the front of your parcel.

If you no longer have your invoice handy, please insert a cover note with the following information:

- Order Number (this can be found on your confirmation email)

- Name and address

- A brief explanation of the reason for your return

NOTE: We will only be able to process your replacement or refund if your order number is included.

Products must be returned to us in their original packaging where possible. If this is no longer available, we ask that all parcels are packaged safe, secure and robust with a label that is clearly visible. Cancellations and returns after a 30-Day Money Back Period has expired will not qualify for a full refund of their purchase price.

Step 2: Choose how would you like to return your parcel?

To make returning your item easy and convenient, we recommend the following services. It is recommended that you use a tracked service and keep your tracking reference secure.

With all returns, be sure to include your invoice so that we can process your request quickly and efficiently. See “How do I return an Item” for more details.

Choose from the options below, and send your packaged item to us at:

High Street TV Returns

PO Box 7903

Corby

NN17 9HY

Items under 15KG

For items OVER 15KG see list below*

1. myHermes Home Collection Service (printer required)

We have partnered with myHermes to make returning an item quick, easy and convenient. Simply click the button beneath to print your own label, and arrange a collection on a day convenient for you from an address of your choice for just £6.99.

2. myHermes local Parcelshop drop off (printer required)

Alternatively, you may prefer to drop your packaged item with your local myHermes Parcelshop for just £3.99. Simply click the button below to print your own label.

To make sure your parcel is suitable for the Hermes Parcel Returns service please check that it does not exceed the maximum dimensions and weights stated below.

- Maximum Weight up to 15 Kg

- Maximum Length up to 120 cm

- Maximum Volume up to 225 cm

We can carry parcels that weigh up to 15 KG each and up to 120 cm in length, but we cannot accept parcels that weight more than 15 KG. If you add the two shortest dimensions and multiply them by two, add the length, the total calculation needs to be under 225 cm.

3. Post Office (no printer required)

If you prefer to return your item via the Post Office, follow the packaging instructions under “How do I return an item,” and return to your local Post Office, ensuring that you retain the tracking reference. The size and weight of the product will determine the cost of posting your returned item.

*Items over 15 KG

If your item is over 15 KG or is one of the items listed below, please contact Customer Service on 0344 800 0631. We will be happy to assist you by offering our alternative collection service for a fee.

Products over 15kg (single item):

- Cycle Tone

- FITT Cube

- FITT Gym

- Solo Ryder

- Slim Cycle

- MaxiClimber

- Maxi-Glider 360

- Sleep Origins Mattress

NOTE : You will be responsible for meeting the costs of returning products to us unless the product is deemed to be faulty after inspection.

I've paid with Klarna - How do returns work ?

Returned items can take up to 10 working days to reach us..
Your Klarna invoice will be emailed to you by Klarna as soon as your order has been shipped. Your invoice period will be shown on your invoice. Your right to return items isn't affected by this invoice period, and you'll only have to pay for the items that you keep. If you've returned items from an order paid for with Klarna, and you're near the end of your invoice period, we'd recommend extending the deadline to avoid payment charges. You can do this through the Klarna portal - just click here. If you have any questions about extending your invoice, please contact Klarna Customer Service here. High Street TV is not able to extend your invoice.

You'll automatically receive a reminder from Klarna if you pass the date of payment shown on your invoice. If you've received a reminder but already returned items to us, please contact Klarna Customer Service.

Once your return has been completed by High Street TV, you'll get an updated invoice from Klarna. You'll receive your refund from Klarna within 5-10 working days to your chosen account. If you have any questions about your Klarna account, please contact Klarna Customer Service.

I would rather have the parcel collected from a collection point of my choice, what should I do?

For just £6.99 we can arrange a courier collection from a location and date of your choice with myHermes. Your parcel must be under 15KG, and access to a printer will be required for your label.

Simply click the button beneath to buy and print your own label.

Note: Someone must be present at the address for a handover of the parcel.

Send your packaged item to us at:

High Street TV Returns

PO Box 7903

Corby

NN17 9HY

You will be responsible for meeting the costs of returning products to us unless the product is deemed to be faulty.

How do I arrange a myHermes ParcelShop return?

For your convenience, we have partnered with myHermes to make returning your item quick, easy and convenient for just £3.99 (under 15kg). Simply click below and follow the instructions provided. You will need a printer for this service. You can then drop off your packaged item to your local myHermes ParcelShop.

Be sure to include your invoice. If you no longer have this, please insert a cover note with the following information:

- Order Number (this can be found on your confirmation email)

- Name and address

- A brief explanation of the reason for your return

NOTE: We will only be able to process your replacement or refund if your order number is included.

Send your packaged item to us at:

High Street TV Returns

PO Box 7903

Corby

NN17 9HY

You will be responsible for meeting the costs of returning products to us unless the product is deemed to be faulty.

Where is the nearest myHermes ParcelShop to me?
Locate the nearest myHermes Store to you by following this link https://www.myhermes.co.uk/parcelshop-finder.html Access to a printer will be required for your label.
My Parcel is too heavy for myHermes (over 15KG)

Items over 15 KG

If your item is over 15 KG please contact Customer Service on 0344 800 0631. We will be happy to assist you by offering an alternative collection service for a fee.

Products over 15kg (single item):

- Cycle Tone

- FITT Cube

- FITT Gym

- Solo Ryder

- Slim Cycle

- MaxiClimber

- Maxi-Glider 360

- Sleep Origins Mattress

Be sure to include your invoice. If you no longer have this, please insert a cover note with the following information:

- Order Number (this can be found on your confirmation email)

- Name and address

- A brief explanation of the reason for your return

NOTE: We will only be able to process your replacement or refund if your order number is included.

You will be responsible for meeting the costs of returning products to us unless the product is deemed to be faulty.

How do I return my Sleep Origins Mattress?

All Sleep Origins mattresses have a 101 Great Nights’ Sleep Guarantee included. Sleep on your new mattress for 101 nights and if you’re not happy with it, return it to us for a full refund of your purchase price.

High Street TV agrees to provide a 101 Nights’ Sleep Guarantee to ensure you are completely happy with your Sleep Origins mattress. 

A new mattress is a big change for your body. You spend a third of the day in bed, it can take up to a few weeks to get used to the new feeling of complete support and cradling comfort of the Sleep Origins’ Contour5® Technology. Take your time and you’ll soon be enjoying your luxurious and comfortable Sleep Origins Mattress. If you still don’t think it’s right for you, no problem, you can take advantage of our 101 Great Nights’ Sleep Guarantee.

TERMS AND CONDITIONS

In order to be eligible for a refund under our 101 Great Nights’ Sleep Guarantee:

1. Your Sleep Origins mattress must not have been misused, neglected or the subject of accidental or malicious damage.

2. Your Sleep Origins mattress must have been used in a domestic, non-commercial environment.

3. Your Sleep Origins mattress must be a genuine item (i.e. not a copy or counterfeit).

HOW TO RETURN YOUR MATTRESS

If you would like to return your mattress, simply call our Customer Service agents on 0344 800 0631 who will happily make arrangements for you. There is a fee for this service.

Any refund will take place once the product has been returned and refunded in the same way as the original balance was paid.

I don’t have a printer, what can I do?

If you do not have access to a printer, and prefer to return your item via the Post Office, follow the packaging instructions provided and return to your local Post Office.

Your nearest Post Office can be found HERE http://www.postoffice.co.uk/branch-finder

It is recommended that you use a tracked service and keep your tracking reference secure. If your item has a value of £200 or more, please request a ‘signed for’ service and ensure your item is covered by insurance.

Be sure to include your invoice. If you no longer have this, please insert a cover note with the following information:

- Order Number (this can be found on your confirmation email)

- Name and address

- A brief explanation of the reason for your return

NOTE: We will only be able to process your replacement or refund if your order number is included.

Send your packaged item to us at:

High Street TV Returns

PO Box 7903

Corby

NN17 9HY

You will be responsible for meeting the costs of returning products to us unless the product is deemed to be faulty.

What if my item arrives damaged or faulty?

We do everything we can to ensure your item arrives in perfect condition, however in the unlikely event that your item arrives damaged or faulty, please contact our Customer Service team before you return your item.

Where can I find my order number?

If you no-longer have your invoice which accompanied your order, you can find your order number on your confirmation email.

To ensure we process your return promptly, please ensure you include the following details with your return:

- Order Number (this can be found on your confirmation email)

- Name and address

- A brief explanation of the reason for your return

When will you act on my return?

As soon as our warehouse receive your item, we endeavour to turn around your refund or replacement within 10 working days, following inspection.

Replacement items will be sent to the same address as the original order unless stated otherwise, this notice should come to us by email to CustomerCare@HighStreetTV.com and include the details of your return such as your order reference and preferred returns address.

Are there any items excluded from the returns policy?

You may return your order within 30 days after the day you receive your product and receive a refund on the full product price (excluding postage and packing charges) providing that your item is in a re-sellable condition, with its original packaging including all instructions, contents, and any free/bonus items received with your order.

Items excluded from our 30 Day Money Back Guarantee are:

- goods that by reason of their nature cannot be returned including but not limited to items which cannot be returned in the same physical state as they were supplied;

- items that have come into contact with food;

- unsealed goods unsuitable for return due to health protection or hygiene reasons, including garments/underwear where the hygiene label or tag has been removed

- any made-to-measure or custom-made products or products made to your specification or clearly personalised;

- newspapers, periodicals or magazines;

- perishable goods, such as food, drink or fresh flowers;

- software, DVDs or CDs or other audio or visual recordings which you have opened or unsealed;