Returns & Refunds

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

We want you to love every item you receive from us, but we understand that there are times when you may want 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 for a full 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.

How do I arrange a return?

Simply contact our Customer Care team so that we can arrange for your item[s] to be collected. Please include your order number and reason for the return.

Do I have to pay to return an item?

No, we will collect your item[s] free of charge.

Do I need the original packaging?

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

I've requested a return, what happens now?

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, provided that the item[s] has been returned in the condition in which it was delivered.

Can I cancel my order after I've placed it?

If it is within 24-hours of receiving your order confirmation, you can cancel your order by simply contacting our Customer Care team.

If it is outside of the 24-hour period, unfortunately, it is too late to cancel your order. We recommend contacting our Customer Care team who can assist you in following our returns procedure.

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

Can I amend my order after I've placed it?

Unfortunately, any delivery that has already left our warehouse cannot be amended. If it is within 24-hours of receiving your order confirmation it may be possible to amend your order, however, this cannot be guaranteed. To find out more please contact our Customer Care team.

My product has arrived faulty/damaged, what should I do?

In the unlikely event that an order is delivered faulty or damaged, please contact our Customer Care team so that they can assist you where possible.

Please do not attempt to assemble or fix an item yourself or via a third party as this will affect your entitlement to a 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 not being used for a period of time since your item was assembled. Not to worry, this isn't a fault with the chair, the gas lift will loosen after a few uses to allow for easy manoeuvring.


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