Our Returns Policy
Furniture Warehouse is committed to delivering outstanding customer service, whether in-store, online or over the phone. We’re proud of our record of happy and satisfied customers, who are always our top priority.
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From browsing our collections to making an order and receiving your products, we aim to make your experience as easy and hassle-free as possible. That’s how we do things at Furniture Warehouse.
Returns
On delivery, we will check the furniture for any visible faults and will ask you to do the same. We will then ask you to sign for the delivery to acknowledge that the order has been fulfilled to your satisfaction.
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To ensure maximum customer satisfaction, we offer a 14-day cooling-off period for any orders that are not bespoke or hygiene-sensitive. Please note that it is the customer's responsibility to return the item to our Sunderland warehouse or to a destination of our choosing if DHD has been used from a 3rd party.
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The item must be undamaged and in its original packaging.
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Furniture Warehouse will not be able to cover any costs incurred by the customer for a returned item.
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With all returned items, please contact us using the options available and notify us of a time and date that we can expect the return.
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Once received and inspected, a full refund, excluding the delivery fee, will be refunded within 7-10 working days.
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Bespoke orders are those where the customer has chosen specific options, such as colour, fabric, handles, headboard design, etc.
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As bespoke orders have been customised, they do not fall under the 14-day cooling-off period and are not eligible for returns.
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Please check the delivery information section on the specific product page to see if the item falls under this category.
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Hygiene-sensitive items, such as pillows and mattresses, are not included in the 14-day cooling-off period and are ineligible for returns. This is to ensure that all items sold are hygienic and meet customers’ expectations.
Cancellations
If your order has not yet been delivered and you wish to cancel, we must be notified at least 14 days prior to your goods being ready for dispatch.
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If it is later than this period, we have the right to deduct a minimum of 25% of the total price of the goods.
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All bespoke orders older than 7 days from the date of order are not included in the above cancellation policy, as they would have entered manufacturing.
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Please note that while undelivered hygiene-sensitive items, such as pillows or mattresses, can be cancelled within the 14-day cooling-off period, if they were ordered with a bespoke base, headboard or bedframe, then the whole order is considered bespoke and cannot be cancelled.
What if my items are damaged or faulty?
In the unlikely event that your item is delivered with a fault, you are protected by the Consumer Rights Act, so please get in touch to discuss the issue, and we will be happy to arrange an exchange for a replacement product.
We will not be able to exchange products for a replacement if damage is caused to the item after delivery and is not due to a manufacturer’s fault.
What if I purchased an item that was on clearance?
Items purchased at a discount via our clearance section are not included in the 14-day cooling-off period and are treated the same as bespoke orders.
Does my product come with a warranty?
All the furniture we sell comes with a minimum twelve-month manufacturer's guarantee, the details of which will vary depending on the item.
Some warranties are as long as fifteen years. Please see the item description for details.
Contact us directly to confirm the warranty details of your order if you are unsure.
Question not answered?
Get in touch with us directly, and we’ll be happy to answer any questions relating to our returns policy.