Return & Refund Policy
At Furniture Palace, we want you to be happy with your purchase. If you need to return an item, please read the following policy carefully to understand the applicable requirements and process.
Where applicable under the Consumer Contracts Regulations 2013, customers may have the right to cancel an eligible order within 14 days of receiving the goods. Returned items must be in their original condition and, where reasonably possible, in their original packaging.
Unless the product is faulty, the customer is responsible for the cost and arrangements associated with returning an item. If an item is reported as faulty, we may inspect the product to determine the nature and cause of the fault. Where the fault is confirmed to be our responsibility, we will provide an appropriate remedy in accordance with applicable consumer law.
Statutory Cancellation
Statutory cancellation rights may apply to eligible products in accordance with the Consumer Contracts Regulations 2013 and other applicable UK consumer protection legislation.
Certain products or circumstances may be excluded from statutory cancellation rights, including products that are made to the customer’s specifications or personalised at the customer’s request, where applicable by law.
For upholstered furniture and other eligible products, cancellation rights may apply where the applicable legal requirements are met. If you believe that an item is faulty, damaged, incomplete or does not match its specification, please contact our customer service team as soon as possible so that we can assess the issue and provide an appropriate resolution.
Assembly of Items
Customers should carefully inspect their furniture and all components before beginning assembly. If you believe that an item is damaged, faulty or incomplete, please contact Furniture Palace before assembling it.
Where a customer assembles a product before requesting a return, this may affect our ability to determine whether the issue existed before assembly or occurred during the assembly process. For this reason, we strongly recommend that customers do not assemble an item if they believe it is faulty, damaged or incomplete.
Where permitted by applicable law, products that have been assembled may not be eligible for a change-of-mind return if assembly has materially altered the condition of the product. This does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied goods.
We also recommend keeping the original packaging until you are satisfied with your purchase. Original packaging may be required where an item needs to be returned or collected, where reasonably practicable.
Our Commitment
At Furniture Palace, we make every effort to supply high-quality furniture that reaches you in excellent condition. However, occasionally an item may be damaged during transportation, contain a manufacturing fault or arrive with missing components.
If you receive a faulty, damaged, incomplete or incorrectly supplied product, please contact our customer service team as soon as possible. We will assess the issue and work with you to provide an appropriate resolution, which may include replacement parts, repair, replacement of the product or a refund, depending on the circumstances and your legal rights.
If your product arrives damaged, please provide photographs of the affected packaging and product where possible. This can help us assess the issue and resolve your request more quickly.
Our aim is to resolve genuine product issues as efficiently as possible and provide you with the level of customer service you expect from Furniture Palace.
Before Requesting a Return
To help avoid unnecessary inconvenience, we recommend reviewing our Terms & Conditions before placing an order. Our Terms & Conditions provide additional information about how Furniture Palace operates and the terms applicable to purchases made through our website.
These Steps Are Necessary to Return a Product
- Where statutory cancellation rights apply, the cancellation request should be made within the applicable 14-day cancellation period following receipt of the goods.
- If you are considering returning an item, do not assemble the product before contacting us, particularly if you believe the product is faulty, damaged or incomplete.
- Returned products should be kept in their original condition and, where reasonably possible, returned with the original packaging and accessories.
- For eligible change-of-mind returns, the customer may be responsible for the reasonable cost of returning the product, unless otherwise stated or required by law.
- If you wish to request a return or cancellation, please contact Furniture Palace within the applicable cancellation or return period.
- When your order arrives, please check the delivery and its contents as soon as reasonably possible to ensure that all expected items and components are present.
- If you discover that any parts or components are missing, please contact us promptly and provide photographs or other relevant information where possible. This can help us identify the missing items and arrange a suitable resolution.
- If you receive a product that has been damaged during delivery, please contact us as soon as possible. Where the damage is our responsibility, we will work with you to arrange an appropriate remedy, including replacement, repair or refund where applicable.
- Please do not assemble a product if you believe it has arrived damaged, is faulty or has missing components. Contact us first so that we can advise you on the appropriate next step.
- Where a product is confirmed to be faulty and a refund is the appropriate remedy, Furniture Palace will process the refund in accordance with applicable law and the circumstances of the order.
- Where a faulty product needs to be returned or collected, Furniture Palace will arrange the appropriate collection or return process where we are responsible for the fault, subject to the circumstances of the case.
Damaged or Faulty Products
If your furniture arrives damaged or you discover a manufacturing fault, please contact us promptly with your order details and clear photographs showing the issue.
Our customer service team will assess the information and advise you of the next steps. Depending on the circumstances, we may provide replacement parts, arrange a repair, replace the affected product or offer another appropriate remedy.
Where applicable under UK consumer law, your statutory rights remain unaffected by this Return & Refund Policy.
Contact Furniture Palace
If you have any questions about returning an item, reporting a fault or requesting a refund, please contact the Furniture Palace Customer Service Team. We will be happy to review your request and help you through the appropriate process.