Changed your mind? No problem. You may return the item(s) you purchased from us for up to 14 days (from day of delivery) with no questions asked for a full refund. Please note that by “refund” we mean the purchase price you have paid for the item.
The returns process
- Complete the mandatory returns form above within 14 days from day of delivery (click here to download)
- You will then receive a confirmation response within 24 working hours
- Provided the return is approved, you will receive an email outlining charges (see below) and the amount to be refunded
- If collection is required, we will call or email you to arrange a convenient collection date
- Alternatively, you may use your own courier to return the product at your own expense
- Once the item(s) are back in our possession, they will be inspected and provided the inspection is successful, a refund will be issued. Goods must be returned in the same condition it was provided to you in. If items have been assembled or modified in any way we will be unable to accept the return.
Your refund will take between 3 -5 working days to process, subject to your card type.
Please note that any refund will be given once the item(s) is/are back in our warehouse and found to be in the same condition as was dispatched. The item(s) must be returned undamaged, in the original condition and packaging.
Important returns information
Mattresses, pillows and bedding related items cannot be returns for health and hygiene reasons once they have been opened. We therefore recommend you carefully review the purchase as we will not be able to accept the return of these products after they have been opened or clearly used.
We do not accept returns for made to order goods (e.g. customised items such as adjustable beds).
If upon inspection of the returned goods, we find any of the above has been breached, we reserve the right to return the item to you at your expense and no refund will be given. If the item is returned to us in accordance with our terms and conditions outlined above, a refund will be provided minus the charges listed below.
If you decide to return your item and you require us to collect your item, then a collection surcharge will also be applied to the refund. Please see table below for charges:
Size of item
Extra-large items (including those items requiring a 2 man delivery service)
All secondary items
Our collection fees are determined by the size of the item and the cost to The Furniture Home in collecting the item from your premises. If you have any questions regarding our return charges, please email our returns team on [email protected].
Alternatively you can arrange your own courier to return the item at your own expense. We will only refund the item upon full inspection of the item. Any returns should be sent to our registered address:
Furniture Home Specialist Ltd, 25 Lilian Street, Rotherham, S60 2QB
Faulty items within warranty period
Most of our products come with a standard 12 month manufacturer’s warranty, each with their own T&C’s included. If any item(s) that you have purchased develop a fault, and it’s more than 28 working days since you received them, then provided your item(s) are within their warranty period, you will be entitled to a warranty repair.
In certain cases, manufacturers will need to provide a specialist on-site inspection of the damaged item(s) in order to ascertain the fault. Failure to accept the inspection will result in the return being refused.
Tracking Your Return
We do not provide tracking information. Many of our couriers often arrange delivery times with our customers but we cannot guarantee this in all instances.
Please allow up to 72 hours for any requested replacement parts. We are committed to getting your order delivered as fast, efficiently and as safely as possible.
Orders placed online can be cancelled prior to delivery. We’ll make sure to refund you within 14 days from letting us know. You’ll be refunded on the card or payment method that you used to place the order. If you wish to cancel the order after we have instigated the delivery, normal returns policy will apply.
Items faulty on arrival
If your items are faulty on arrival, i.e. the packaging is intact but the product does not work or the damage is not visible until the item(s) have been unpacked, you have 7 working days in which to inform us of the fault. This should be done using our online support Form (see link). Please provide complete details of the fault and include pictures to help us assess the best course of action. Please note that if this is not reported in the said time then this may jeopardise your rights to cancel for a full refund. You will need to ensure you attach a picture of the faulty item so we can take appropriate action.
Once we have verified the fault, we’ll either issue a replacement or full refund to you via your original payment method.
We check returned items, and if a returned item is found not to be faulty by our technicians we will either return the item to you or deduct the delivery and collection cost’s from your refund.
Items should be returned in their original packaging complete with all accessories and documentation.
Our policy is valid for a period of 14 calendar days from the date of the purchase. If you receive your order and are not satisfied for any reason you can return the product for a refund. If the period of 14 days has lapsed since the purchase, we can’t, unfortunately, offer you a refund.
The following criteria must be met to qualify for a refund:
- Product is defective
- Product is not as described
- Product must be unopened
- Product must be in original packaging
- Product must be unused
- Product must not be damaged
In order to ensure the above criteria has been met, all returns will be inspected. If the product does not meet the listed criteria, we reserve the right not to issue a refund.
Sale and clearance items
Only regular priced items may be returned, unfortunately sale or clearance items cannot be returned.
In order to return an order, you must contact us first.
Returns can be mailed to: 17 Woodgrove Road, Rotherham, S65 3RW. You will be responsible for paying for the shipping costs with regard to the items that you wish to return. We will not refund the shipping costs.
You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit. If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject a refund.
This document was last updated on October 23, 2019