Refund policy

1. Scope

This Return and Refund Policy applies to consumer purchases of goods made through thefurnitureshop.shop for delivery in the United Kingdom. It explains the voluntary process we use to administer returns and the statutory rights available under UK law. Contact us at info@thefurnitureshop.shop.

Nothing in this policy excludes or restricts rights that cannot lawfully be excluded, including rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Change-of-mind cancellation right

For most goods bought online, a consumer may cancel without giving a reason. The cancellation period ends 14 days after the day on which the consumer, or a person nominated by the consumer other than the carrier, receives the goods. For an order delivered in separate lots or pieces, the period normally runs from receipt of the last lot or piece.

To exercise this right, send a clear statement to info@thefurnitureshop.shop before the 14-day cancellation period expires. The statement should identify the customer, order number, goods being cancelled and the date they were received. Customers may use the model cancellation wording in section 11, but do not have to do so.

After notifying us of cancellation, the customer must send the goods back without undue delay and no later than 14 days after telling us about the cancellation. We will provide the appropriate return instructions and return destination after receiving the request. Goods should not be sent to an address shown on a parcel without first obtaining return instructions, because fulfilment locations may not accept returns.

3. Condition of change-of-mind returns

A customer may inspect and handle goods only as they reasonably could in a shop. The customer is responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Original packaging is preferred where reasonably possible because it helps prevent damage, but the absence of original packaging does not automatically remove a statutory cancellation right.

Goods should be packed securely and returned with all parts, accessories, instructions and included items. The customer should retain proof of postage or other evidence of return until the refund is completed.

4. Return costs

For a change-of-mind return, the customer bears the direct cost of returning the goods unless we agree otherwise. Large, heavy or fragile items may cost more to return than ordinary parcels. We will not impose a handling or restocking fee for exercising the statutory cancellation right, although a lawful deduction may be made for diminished value caused by excessive handling.

If goods are faulty, damaged on arrival, not as described, or incorrect, we will bear reasonable return costs and provide a remedy in accordance with UK law. Please contact us before arranging such a return so we can provide instructions.

5. Refund timing and method

Where the statutory cancellation right applies, we will reimburse payments received for the cancelled goods and the cost of our least expensive standard delivery option, if any delivery charge was paid. Because standard delivery is ordinarily free, there will usually be no outbound delivery charge to reimburse. We do not have to reimburse any additional amount paid for an enhanced or premium delivery method.

We may withhold reimbursement until we receive the goods back or the customer supplies evidence that they have sent them back, whichever occurs first. We will then issue the refund without undue delay and no later than 14 days after that point. Refunds are made using the same payment method used for the original transaction unless the customer expressly agrees otherwise, and no fee is charged for the refund.

6. Exceptions to change-of-mind cancellation

The statutory change-of-mind right does not apply, or may cease to apply, to categories excluded by law. These include:

goods made to the customer’s specifications or clearly personalised;
goods liable to deteriorate or expire rapidly;
sealed goods not suitable for return for health-protection or hygiene reasons once unsealed;
sealed audio, video or computer software once unsealed;
goods that, after delivery, become inseparably mixed with other items; and
other products for which legislation provides an exemption.

An exception to the change-of-mind right does not remove rights relating to faulty, misdescribed or otherwise non-conforming goods.

7. Faulty, damaged, misdescribed or incorrect goods

Goods must be of satisfactory quality, fit for their usual purpose and any particular purpose made known to us, and match their description. If they do not conform, the customer may have a short-term right to reject them within 30 days of delivery and receive a refund. Different rules can apply to perishable goods, and the period may be shorter where the goods are reasonably expected to perish sooner.

After the short-term right to reject has ended, the customer may normally require repair or replacement. If repair or replacement is impossible, disproportionate, unsuccessful, or not provided within a reasonable time and without significant inconvenience, the customer may be entitled to a price reduction or final right to reject. A deduction for use may be permitted in limited circumstances. Where a fault becomes apparent within six months of delivery, it is generally presumed to have been present at delivery unless the trader proves otherwise or that presumption is incompatible with the nature of the goods or fault.

Report transit damage, missing parts or an incorrect item as soon as reasonably possible to info@thefurnitureshop.shop. Prompt reporting helps us investigate with the carrier, but it does not replace statutory rights. Include the order number and, where reasonably available, clear photographs of the item and packaging.

8. Orders lost in transit

If an order does not arrive within the agreed delivery period, contact us. Responsibility for the goods generally remains with us until they come into the physical possession of the customer or a person identified by the customer to receive them, unless the customer independently commissioned a carrier that we did not offer. Depending on the circumstances, we will arrange redelivery or a refund in accordance with the Shipping Policy and applicable law.

9. Exchanges

We do not guarantee direct exchanges. The simplest way to obtain another item is usually to return the eligible item for a refund and place a new order. This does not affect any right to require repair or replacement for non-conforming goods.

10. Refund queries and complaints

If a refund appears overdue or incorrect, email info@thefurnitureshop.shop with the order number and return evidence. We will review the matter and respond within a reasonable time. Customers may also seek independent advice from Citizens Advice or another appropriate consumer body and may use any court or alternative dispute resolution procedure available by law.

11. Model cancellation wording

To: The Furniture Shop, info@thefurnitureshop.shop

I hereby give notice that I cancel my contract for the sale of the following goods: [identify goods]. Ordered on: [date]. Received on: [date]. Name of consumer: [name]. Address of consumer: [address]. Order number: [number]. Date: [date].

The bracketed prompts in this model wording are fields for the customer completing a cancellation request; they are not missing merchant information.