- Refund and Returns Policy
Refund & Return Policy
The policy outlined below is for online orders only. If you have purchased items from in our store then please contact our store directly and our friendly team will be more than happy to help you.
Cancellation Before delivery
If after purchasing a stock item from our website you decide you do not wish to proceed with the order, you can cancel the order at any time prior to delivery. You must inform us by emailing email@example.com. Once we confirm receipt of this cancellation we will issue a full refund using your original payment method.
If the items you ordered are not in stock, this means we will have placed an order with the supplier specifically for you. In this circumstance the cancellation is at the discretion of Furniture Factors and may incur a charge imposed by us.
Returns after delivery
If you buy stock from us online your consumer rights entitle you to a full refund if you request one in writing within 14 days of receiving the goods (this includes any delivery charge). It is your responsibility to return the items to our warehouse facility in an unused/undamaged condition at your own cost. However, we understand when dealing with larger furniture items you may not have the means to do this. In this circumstance you can arrange a collection by our in house team between normal business hours (Monday to Friday) if requested. In such circumstances we will provide a quote to cover the cost of us collecting the items. This charge will be calculated according to the number of items to be returned, availability of a delivery vehicle, your location and the complexity of removal.
Once we have received and inspected your returned goods you will be notified and a full refund will be made to the original method of payment you used.
Special Orders/Made to measure/Bespoke Items
Return or exchange of a specially made to order item will not be accepted and our usual return policy will not apply unless the item is faulty. This does not affect your statutory rights.
Mattresses and Pillows
We do not accept the return of mattresses or pillows unless unopened, unused and still in their original packaging.
Faulty or damaged goods
We always aim to deliver furniture in excellent condition and invite you to check your items for any damage at the point of delivery. If you find that your goods are not of a satisfactory condition, please let the delivery team know. If you find a fault or damage to your order after delivery, please email firstname.lastname@example.org along with photos and a description of the damage/fault. Upon receiving the email we will do our very best to rectify the issue as quickly as possible.
If you have any questions after reading our returns and cancellation policy, please feel free to contact the store on 01302 782822 or email us email@example.com