Cancellations and Refunds for Online Orders
The following information applies only to orders placed via the Furniture Village website. For in store orders please contact your local store directly. For your local store details, please click here.
Items from Stock
If, after having placed your stock order, you have a change of heart for whatever reason, you may cancel your order at any time prior to delivery. All you need to do is advise us in writing either by post or fax (01525 289 616) direct to the Online Store, or by e-mailing us. Once we acknowledge receipt of your cancellation, you will receive a full refund using the same method as your original payment. A cancellation notice, together with your receipt, will be posted to your nominated address.
Bespoke Items or Special Orders
If the items ordered are not from stock, we will have commissioned a supplier to make them specifically for you. Unless we receive your written notification to cancel within 7 working days of you receiving our first order acknowledgement e-mail, we regret to advise you that we will have to charge you a cancellation fee.
Stock Orders
If your stock order has been conducted only through our website, you have 7 working days from receipt of your furniture in which to advise us in writing that you do not want to keep the goods. Notification can be sent via fax (01525 289 616) or e-mail us.
After we have acknowledged your request, we ask that you do the following to assist with uplift of the goods:
a. Ensure that the furniture is returned in the condition in which it was received. We will not be able to refund the goods in full if there are any signs of damage or misuse. To help you, we will be happy to send out large plastic bags to cover items of upholstery. Please retain the packaging for all items of cabinet and bedroom furniture. The goods must be returned in their original wrappings.
b. Please make the furniture available for collection within 7 days.
c. We will refund to you all the monies paid by you for the goods in question, excluding the cost of collection of the goods.
d. Please note we cannot accept the return of the following items:
- Mattresses and divan beds, or bedding unless un-opened and in their original packaging.
- Any partially assembled flat pack furniture, unless the item is found to be faulty.
Once the goods are back at our local warehouse and have been inspected, we will confirm the refund amount due by e-mail and make the repayment within 7 days. A final cancellation notice together with your receipt will be posted to your nominated address.
Please note for card refunds it can take up to 7 working days from the date that we process the repayment for your account provider to re-credit you with the amount due.
Bespoke Items or Special Orders.
We regret we are unable to accept the return of these goods as they have been specially made at your request.
Returns and Exchanges
Naturally we endeavour to deliver all our furniture in good condition. At Furniture Village we have spent many hours talking to our suppliers about packing and shipping our products so they arrive safely. We are constantly looking for ways to improve these standards. Our stores also pride themselves on having the best delivery teams in the business.
It is disappointing for you and us when occasionally things go wrong. When your order has been unwrapped in your home and there are signs of transit damage, this is what to expect:
- If the furniture is useable, despite the damage, we are happy for you to go ahead and use it.
- The Furniture Village delivery team will complete an incident report form to record the problem. They will ask you to sign it. They may also take photographs to accompany the paperwork.
- The Incident Report form will be returned to the delivering store. It will be logged against your order number, and assessed for action.
- A Furniture Village technician will contact you and arrange to visit and repair the problem to manufacturing standards, generally within 7 days. If he/she cannot resolve the matter on the first visit and parts are required, we will endeavour to source them as quickly as possible.
- In the event that a repair cannot be made, we will replace the furniture, or give a full refund. The goods that are deemed faulty revert to the ownership of Furniture Village, and must be in our possession before monies are refunded.
- A full refund shall be limited to the original purchase price paid for the unsatisfactory merchandise.
- You are welcome to contact us at any time either through the delivering store, or direct at the Online office. E-mail us or telephone for free on 0800 804 8879 and we will do our best to assist you. For the current Online office hours, please click here.