Returns & Refunds

Last update December 10, 2020 Effective date December 10, 2020

We want you to be delighted with your new purchase, but we understand that there are times when you may need to arrange a return.

If you’re not 100% happy with an item purchased online from the Herman Miller Store, you can return it to us in its original condition within 14 days of delivery. A £49 collection fee will be applied to all seating and desks.

Arranging a Return

All returns should be initiated by getting in touch with our Customer Care team. Be sure to include your order number in any correspondence. We will arrange and explain the process for you, as well as providing you with any numbers or information needed to get things rolling.

A £49 collection fee will be applied to all seating and desks and will be deducted from your refund.

Faulty or Damaged Items

In the unlikely event that an order is delivered faulty or damaged, please contact our Customer Care team so that they can assist you. This also applies to any issues you have with an item bought from us that is still under warranty. Collections in this case are free of charge.

Please do not attempt to repair an item, either yourself or via a third party, as this will affect your entitlement to a refund.

Order Cancellations

If you have not yet received your item[s], you can cancel your order by contacting our Customer Care team.

If you cancel your order before receiving it, even if we’ve already sent it, you won’t be charged a collection fee.

Please note, this policy does not limit your statutory rights outlined in the Terms of Sale.

I've requested a return, what happens now?

You don’t need to do anything more just yet. Once we have received your request, we will be in touch within 1-2 working days.

How long does it take to get my item collected?

Collections are usually completed within 7 working days once a return has been requested.

When will I be refunded for my return?

Once the item[s] has reached Herman Miller, your refund will be issued – minus any collection fee provided that the goods have been returned in the condition in which they were delivered. 

A £49 collection fee will be applied to all seating and desks and will be deducted from your refund.

Do I need the original packaging?

No, you don't need the original packaging to be able to return your item[s].

Which items require a collection fee?

All our performance seating (office chairs, occasional chairs and stools) and desks (fixed and height-adjustable) require a collection fee of £49, which will be deducted from your refund. 

All other items can be returned for a full refund, free of charge.

What if I cancel while the item is in transit?

If you cancel an item before receiving it, even if we’ve already sent it, you won’t be charged a collection fee.

Can pre-configured office bundles be partially returned?

Unfortunately, we are currently unable to accept partial returns on pre-configured office bundles. If you wish to return a bundle, please contact our Customer Care team.

A £49 collection fee will be applied and deducted from your refund.

I think I've ordered the Aeron Office Chair in the wrong size, what should I do?

The first thing you should do is check that your chair is correctly adjusted to fit your body. Please see our Aeron Adjustment Guide and follow the steps advised to allow for a custom fit.

If you have adjusted your Aeron chair following the guide and still feel that you may have ordered the incorrect size, please contact our Customer Care team who will advise you on the next steps. A £49 collection fee will be applied to all seating and desks and will be deducted from your refund.

My chair has just arrived but I'm having issues with the gas lift, what should I do?

In some instances, the gas lift on your chair may feel a little tight when you first use it. This is simply due to the gas lift having not being used for some time since your chair was assembled.

It’s not a fault with the chair, and should loosen up after a few uses, but you may need to carefully give it a little extra force the first time you adjust it.

 

If you have further questions relating to Returns & Refunds, please contact our Customer Care team.