To think I should be able to feel a duvet cover

[YorkshirePuddingsGreatestFan]

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?

You could always stick it on vinted I suppose or try laundering it with fabric conditioner to see if it softens up. I do agree with you that you should be able to feel bedding though.

https://www.dunelm.com/info/help/returns-policy

Their policy clearly says that you can't return it under their change of mind policy. It's not faulty, you just don't like it

You only have an actual legal right to return an item if it’s faulty, I think (some companies do take some back but it’s not legally required). I don’t think you have any legal right to a return if there’s nothing wrong with the item, ie if you just don’t like it. Someone else will likely know more, but it sounds like you are stuck if they won’t take it back - could you sell it maybe, on eBay or vinted?

just damage it and take it back under faulty. different store of course. thats what id do.

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

I've found that Dunelm are not great at returns/customer service. I once bought a Dunelm brand duvet cover that had a whole square chopped out of it and no popper/button section at all just a hem at the bottom.

I lost the receipt, and 1-2 weeks passed. I could prove the transaction from the cc statement but there were other items on it. They couldn't find the transaction. First because it was a different store, and then when I made it back to the same store they still couldn't find it. I wanted a replacement ideally not a refund. Loads of staff including the manager came and inspected the cover, as if that wouldn't make any difference. They would not do anything about it without "proof of purchase", even though it was clearly current stock, a faulty item, and I had a cc statement to help them trace the transaction. I gave up 🤦‍♀️

Did you buy it online?

Look at distance selling regulations regarding online purchase.

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

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

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?

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

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.

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

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.

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.

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

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.

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.

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

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.

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

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

Can you just return it online rather than to store?

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.