Harvey Nichols stores halt returns and refunds on pre-takeover purchases

Products and pre-paid gifting, including gift cards and gift experiences, purchased before 13 August 2026 are not eligible for returns under the policy communicated by Frasers. The information is currently displayed in Harvey Nichols stores.

Purchases made from 13 August onwards will be processed under the retailer’s standard refunds and returns policy. The date marks the completion of Frasers Group’s acquisition of Harvey Nichols through an administration process.

Customers seeking to return an item bought in-store before the cutoff are being encouraged to contact their credit card provider. They can ask whether the transaction qualifies for a claim under Section 75 of the Consumer Credit Act or through the provider’s chargeback process.

Eligibility for either route depends on the transaction and the card provider’s requirements. Customers unable to make a claim through their provider have been told to submit a claim to the Harvey Nichols administration estate.

The cutoff separates purchases made under Harvey Nichols’ former ownership structure from those completed after Frasers assumed control.

Along with six UK stores and more than 1,000 employees, Frasers acquired Harvey Nichols’ online business, inventory and international franchise agreements. Its Knightsbridge flagship and department stores in Manchester, Birmingham, Bristol, Leeds and Edinburgh remain open.

The department store's website went offline following the takeover while Frasers completed the transition, with no reopening date given at the time. Information published on the site stated that online purchases made before 13 August remained linked to the former ownership structure.

FTI Consulting took on the administrator role in June, following sustained trading and operational difficulties at Harvey Nichols. Frasers is now reviewing the retailer’s store portfolio, operating model, organisational structure and cost base as it integrates the business into its luxury division alongside Flannels.

The Dublin operation was excluded from the continuing store arrangements. Frasers acquired its stock and fixtures, while the Irish operating company entered liquidation with net liabilities of €28.2 million.