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Original poster

To think I should be able to feel a duvet cover

33 replies

YorkshirePuddingsGreatestFan · 29/03/2025 19:01

I bought a duvet cover set from Dunelm online for £75. It said it was 100% cotton.

When it arrived, I opened it and realised that despite the description saying it is smooth, it's not smooth like cotton usually is. It feels rough, kind of like a tapestry if that makes sense. I don't like the feel of it as it feels more like a blanket on my skin rather than a duvet cover and I think it'll feel uncomfortable to sleep under.

I tried taking it back to the store today but they said I cannot have an exchange or refund for hygiene reasons. They couldn't answer my question about how I'm supposed to decide if I like the feel of the fabric without opening it.

It's clearly not been used as it's still neatly folded around the inner packaging. I literally opened it, went "urgh I don't like the feel of that!" and put it back in the outer bag.

Do I have any rights for a return or am I stuck with a duvet cover that I can't use?

OP posts:
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marmaladeandpeanutbutter · 30/03/2025 12:13

I once had a similar mistake with a Sanderson’s duvet cover. It was apparently Egyptian cotton , at least it claimed to be , but it turned to have some sort of weird coating on it which made it feel like polycotton. I can’t describe it any better. I hated it, so it was a huge waste of money. I think it pays to get to know the different kinds of cotton, as they often do feel different.

dementedpixie · 30/03/2025 09:12

Doingtheboxerbeat · 30/03/2025 09:00

Am I the only person who hasn't ever heard of distance selling thing? It sounds like a swizz if you are buying something online.

Distance selling gives extra rights for people buying goods online.

If you buy instore you have no right to return something unless it's faulty

Doingtheboxerbeat · 30/03/2025 09:00

Am I the only person who hasn't ever heard of distance selling thing? It sounds like a swizz if you are buying something online.

HopingForTheBest25 · 30/03/2025 08:56

If you can't get a refund, try washing it a few times with fabric softener. Sometimes cotton does soften over time

Trolleysaregoodforemployment · 30/03/2025 08:41

YorkshirePuddingsGreatestFan · 29/03/2025 19:56

I bought it online and it arrived yesterday.

The store said distance selling regulations don't apply for hygiene reasons.

It did have a sticker on the packet and I opened it as I do like the pattern. I just couldn't tell it's not smooth cotton without opening it.

Edited

You can tell that cotton is going to be rough by looking at the weave. Sateen cotton duvet covers are the smoothest you are likely to get in Dunelm.

GoodVibesHere · 30/03/2025 08:35

The fabric sounds like cotton jacquard to me. I can't sleep under a cotton jacquard duvet as I find it too scratchy and irritating. If it is jacquard it would be fairly obvious though?

Nic834 · 30/03/2025 08:30

It is so annoying to me that shops don’t have samples of bedding out to touch and feel before deciding on it. My local Dunelm do have some duvets out on display but they don’t have all of them it’s so annoying.

unsync · 29/03/2025 20:18

I think their terms are a breach of distance selling regulations. They are quite clear. https://www.gov.uk/accepting-returns-and-giving-refunds

You need to quote the law to them, their T&Cs do not override the law. Contact your Trading Standards as well and let them know you will do this.

To think I should be able to feel a duvet cover
lostintherainyday · 29/03/2025 19:59

Can you just return it online rather than to store?

dementedpixie · 29/03/2025 19:57

What is the seal like on the packaging? Does it have anything that would signal its been opened?

dementedpixie · 29/03/2025 19:56

Duvet covers don't usually have a security or hygiene seal anyway. I'd understand for underwear but not for bed linen

Original poster
YorkshirePuddingsGreatestFan · 29/03/2025 19:56

I bought it online and it arrived yesterday.

The store said distance selling regulations don't apply for hygiene reasons.

It did have a sticker on the packet and I opened it as I do like the pattern. I just couldn't tell it's not smooth cotton without opening it.

OP posts:
dementedpixie · 29/03/2025 19:55

Try an online return instead. It's quite obviously not been used so you haven't made it unhygienic.

FarmGirl78 · 29/03/2025 19:51

35965a · 29/03/2025 19:31

You can’t return even under distance selling regulations, because the item cannot have been opened for hygiene reasons.

That's dodgy ground if them to have that in their returns policy. Under distance selling regulations you have to be able to inspect the goods. You can't inspect the goods if you can't open the packaging, you can only SEE them, not inspect. I'm certain Trading Standards would agree they need to accept your return. They're being very naughty in refusing.

IzzyHandsIsMySpiritAnimal · 29/03/2025 19:50

StumbleInTheDebris · 29/03/2025 19:18

It comes under distance selling. You should be able to return within two weeks.

Interestingly I expect if you bought it in store still in its packaging you would not be able to return it without their agreement (as not faulty). Most bed linen I don't think you can open and touch in-store?

You can't open packaging in store, but usually samples of the items are out on display so you can have a feel of the fabric.

StumbleInTheDebris · 29/03/2025 19:47

So does usual packaging come under "hygiene or security seal"? I thought these were usually stated clearly on the packaging like swimwear etc?

Floatlikeafeather2 · 29/03/2025 19:44

It says clearly in their T&C's for returns and refunds that bedding that has had its hygiene seal broken is not returnable. Seems a bit weird because I thought everyone washed bedding before using it anyway, but there you are. It's in black and white.

BakelikeBertha · 29/03/2025 19:36

Is the hygiene/security tag still intact OP?

See:

In addition, unless faulty, damaged, missing or otherwise not in accordance with specification, for health and hygiene reasons we are unable to offer refunds or exchanges on the following items unless they are returned unused and in their original packaging and, if the item has a hygiene or security seal, with that seal intact:

  • Mattress toppers
  • Mattress and bedding protectors
  • Duvets and duvet covers
  • Pillows and pillowcases
  • Throws & Blankets
  • Mattresses
  • Bedsheets
  • Toilet seats
If you wish to cancel your order please follow our returns procedure below. Where goods have been received, you must return the goods to us within 14 days of cancelling your order. Alternatively, you may post us this form. at Dunelm Direct, Green Street, Radcliffe, Manchester, M26 3ED within the 14 day period.

https://dunelm-prod.cdn.prismic.io/dunelm-prod/8742943d-ac86-4271-8e49-0d81b2ead5a8_Dunelm+Cancellation+Form.pdf

35965a · 29/03/2025 19:31

You can’t return even under distance selling regulations, because the item cannot have been opened for hygiene reasons.

To think I should be able to feel a duvet cover
To think I should be able to feel a duvet cover
hididdlyho · 29/03/2025 19:27

You should be able to return under distance selling just because you changed your mind within 14 days (which isn't necessarily the case with in store purchases). Did you make contact with them via their website and they advised you to return in store? I'm wondering if there's been a miscommunication and they thought you bought it in store, or just the manager is inexperienced with online returns policy.

Dearover · 29/03/2025 19:19

I didn't spot that you said online. Is it over 14 days then?

StumbleInTheDebris · 29/03/2025 19:18

It comes under distance selling. You should be able to return within two weeks.

Interestingly I expect if you bought it in store still in its packaging you would not be able to return it without their agreement (as not faulty). Most bed linen I don't think you can open and touch in-store?

jellyfishperiwinkle · 29/03/2025 19:17

Wereongunoil · 29/03/2025 19:10

I thought online came under the distance selling regulations and you have 14 days to change your mind 🤷

I did too. There are exceptions but I'm pretty sure that duvets aren't one of them!

jellyfishperiwinkle · 29/03/2025 19:14

I didn't know Dunelm were strict about returns. I would certainly leave feedback and a review that the cotton feels like poor quality.