Cancel BHS the easy way

Overview

British Home Stores (BHS) is a UK retail brand offering fashion, homewares and lighting products and membership services. The brand traces back to 1928 and currently operates under entities including an online homewares arm and a retail brand listed on LeadIQ.

Services offered

BHS sells goods online and offers memberships with insurance and magazine benefits. Membership plans include Friend, Gold Family, Gold Adult, Gold Junior, Silver and International tiers plus a free BHS app.

Company facts

Web

1. Sign in to your BHS account at the website.
2. Locate the order or membership section and request a Return Merchandise Number for goods you wish to return.
3. If cancelling a membership or subscription, use the website contact form to send a clear written statement that you cancel your contract.
4. Save the confirmation email or RMA number as proof.

iOS

1. Open the BHS app on your iPhone if you have installed it.
2. Go to Account settings and look for order or membership management.
3. If available, send a written message to Customer Care or follow the app steps to request a return.
4. Keep any in-app confirmation or email you receive.

Android

1. Open the BHS app on your Android device or use the mobile website.
2. Access My Account and request returns or send a written cancellation statement using contact options.
3. Capture screenshots and save any confirmation email.

Phone

1. Locate any customer service number on bhs.co.uk if you need help with returns logistics.
2. Call for assistance, but then follow up immediately with a written email to [email protected] because BHS states telephone calls are not valid cancellations.
3. Keep call reference and the written email confirmation as proof.

Email

1. Send an email to [email protected] with your full name, order number or membership details and a clear statement: I cancel my contract / I wish to cancel my order.
2. Request confirmation of receipt and any Return Merchandise Number if returning goods.
3. Store the reply as proof. Refunds for returns are processed within fourteen days of written notification.

Post

1. Write and sign a cancellation letter including your name, address, order number and clear cancellation sentence.
2. Send it by registered post to: BHS, More London Place, SE1 2AF London, United Kingdom.
3. Keep the proof of postage and any signed delivery scan as evidence. Cancellation is effective when BHS receives the written notice.

Moving / change of address

If you are moving and need to cancel deliveries or membership tied to a specific address, send written notice to [email protected] or a registered letter giving your new address and the date you want services to stop. For physical goods not yet delivered, you can cancel if the delivery date cannot be met; BHS will contact you and offer a new date or cancellation option.

Required proof documents: proof of new address (utility bill or tenancy agreement) if BHS requests it.

Applicable law

Consumer Contracts Regulations 2013 provide cancellation rights for off-premises and online contracts within 14 days for goods. See Digital Markets, Competition and Consumers Act 2024 - cooling-off rights and the 2013 Regulations for goods.

Price increase

If BHS increases the price of a subscription mid-contract and you wish to cancel, notify BHS in writing. Under the Digital Markets, Competition and Consumers Act 2024 you have the right to cancel if terms change to your detriment and no penalty may be imposed.

Required proof documents: copy of original terms, notice of price increase from BHS (email or letter).

Applicable law

Digital Markets, Competition and Consumers Act 2024 - cancellation on change of contract terms.

Death of subscriber

If the named subscriber dies, the estate can cancel services by sending a written notice including a copy of the death certificate and proof of authority to act for the estate. Send documents to [email protected] or by post to the registered address.

Required proof documents: death certificate, grant of probate or written authority from the estate administrator.

Legitimate ground

BHS accepts cancellations for the following legitimate grounds based on their terms and UK consumer law: defective goods, delayed delivery beyond quoted windows (BHS states if goods take longer than 4-8 weeks they contact customers and offer cancellation), incorrect items sent, or inability to meet delivery date.

Required proof documents: photos of defects, order confirmation, BHS delivery communication, RMA if already issued.

Applicable law

Consumer Rights Act 2015 covers defective goods. Consumer Contracts Regulations 2013 cover cancellation of goods within 14 days.

End of commitment

If your membership or subscription reaches the end of its fixed period (for memberships this is one year), you may choose not to renew. Provide written notice before the renewal date if you do not want automatic renewal. Check your membership terms for automatic renewal details.

Required proof documents: membership number and renewal date from your account or membership paperwork.

Cooling-off (14 day right)

For most online orders, you have a 14 day cooling-off period to cancel after receiving goods. BHS requires written notification within 14 days from the day after you receive your goods. Send the written cancellation to [email protected] or by post.

Required proof documents: written notification (email or letter), proof of return postage, RMA number where applicable.

Applicable law: Consumer Contracts Regulations 2013 and Digital Markets, Competition and Consumers Act 2024.

Before you cancel: negotiate

BHS does not publish standard retention discounts or specific offers to keep members on file for the retail or membership brand in the research data. If you want to negotiate, send a written message to [email protected] explaining your reasons to stay and request any retention offer. Ask for a written summary of any offer, its duration and price before accepting it.

How to ask

Write a concise email with your name, membership or order number, the cancellation date you intend and the specific request: for example a reduced membership fee or a temporary freeze. Keep the reply as proof of any negotiated agreement.

What cancelling saves you - yearly savings computed

Calculate yearly savings by multiplying monthly price by 12 or using published annual prices. Examples from BHS plans:

• Friend: £18.00 x 12 = £216.00 per year (published annual price £216.00).
• Gold Family (per member basis shown): £16.66 x 12 = £199.92 per year (published annual price £200.00).
• Gold Adult: £9.00 x 12 = £108.00 per year (published annual price £108.00).
• Gold Junior: £7.75 x 12 = £93.00 per year (published annual price £93.00).
• Silver: annual £56.00.

Cheapest real alternative from competitors: Next - no membership fee listed (price monthly £0; price annual £0) which results in immediate saving equal to the membership cost. Compare saving example: cancelling Gold Adult saves £108.00 per year; cancelling Friend saves £216.00 per year.

Key UK consumer laws

The main laws that protect UK consumers are the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Digital Markets, Competition and Consumers Act 2024. These give rights to cancel within a cooling-off period, protection against unfair contract terms and rights to refunds for defective goods.

Cooling-off and cancellations

Under the Consumer Contracts Regulations 2013 you have a 14 day right to cancel most online and off-premises goods contracts. The Digital Markets, Competition and Consumers Act 2024 sets cooling-off rights for subscription contracts and clarifies that cancellation is effective when the consumer notifies the trader. See official guidance at gov.uk Cancelling goods or services and the 2024 Act on legislation.gov.uk for cooling-off rules.

Escalation if BHS refuses

First complain in writing to BHS at [email protected] or by post. If unresolved, contact Citizens Advice for next steps and consider a Section 75 claim with your card issuer or a chargeback with your bank for qualifying transactions. If the issue concerns unfair renewal practices or unclear terms, the Competition and Markets Authority (CMA) can be informed.

Confirming cancellation and refunds

Keep the written confirmation you receive from BHS. Refunds for returned goods are processed within fourteen days of written notification of your intention to return the product according to BHS terms. BHS will refund standard postage for incorrectly sent or defective products; they do not refund courier, overnight or express delivery fees.

Access to data and accounts

Ask BHS in writing to confirm what will happen to your account and personal data. Request deletion or export of your personal data if you no longer want an account. Keep copies of your request and BHS response.

Re-activation and re-subscription

If you decide to re-subscribe later, check whether any promotional pricing or insurance cover still applies. Memberships generally run for a year and outside the initial 14-day cooling-off period are non-refundable if cancelled partway through.

Follow this checklist after you decide to cancel to protect your rights and speed up refunds.

• 1. Send a written cancellation to [email protected] or by registered post to BHS, More London Place, SE1 2AF London, United Kingdom.
• 2. If returning goods, obtain a Return Merchandise Number from My Account or customer service and keep it.
• 3. Keep proof of postage or email delivery and any acknowledgement from BHS.
• 4. Request a clear refund timeframe in writing; BHS refunds within 14 days of written notification for returns.
• 5. If goods are defective, take photos and include them with your return request.
• 6. If BHS refuses a lawful refund, contact Citizens Advice and prepare to contact your card issuer for chargeback or Section 75 if the purchase qualifies.