An order may be cancelled at any time between the placement of the order and 14 days following delivery of the goods. However if this is not a stock item and has been ordered especially for you there will be a cancellation fee of £45 plus VAT. Where a customer has cancelled their order from one of the following postcodes, AB, DD, FK, IV, KW, KY, PA and PH, there will be an additional cancellation fee to cover the costs of the delivery surcharge.
Once your order has been dispatched it cannot be cancelled. If you refuse an order, it will then be treated as a customer return where the shipping costs will be deducted from your refund.
If the Buyer is dissatisfied with their purchase for any reason they may, within 21 days of delivery, contact the Seller’s customer service department to notify them that they wish to return some or all items from their order.
Goods must be returned to the Seller in the same condition they were in at the time of delivery to the Buyer and in their original packaging. They must be in a resalable condition as good as new.
- The packaging must be sealed with clear tape only.
- The items must not have been assembled as by assembling the goods it can be deemed as acceptance.
- If only part of an order is returned for any reason then the refund would be applied taking into account the full price of the product being kept by the customer any discounts that may have been applied would be nullified.
Refunds will be issued within 30 days of receipt of goods and after we have inspected them for damage.
We reserve the right to withhold all or part of your refund if items are returned damaged or not in a resalable condition.
Please note that for selected items of leather upholstery there is a 50% cancellation/returns fee and on items ordered especially for you i.e. bespoke made to an individual’s specification unless the order is cancelled within one week of placement.
If the item is not a leather upholstery or bespoke item then it can be returned as per the terms above.
If an item isn’t the perfect match, you can return it for a refund within 30 days of delivery* in the original condition and packaging as stated above.
Please note that you are responsible for the costs of returning items. If you choose for us to arrange for them to be collected and/or shipped, the return shipping charge can vary between £24.99 and £45.00 for small parcel courier services and from £60.00 and £160.00 for large item courier services. This cost will be deducted directly from your refund.
Some items cannot be returned, including:
- Items which are personalised or customised to your specifications
- Mattresses if packaging opened
- Goods have been altered in any way (must not have been assembled)
All refunds will be actioned within 14 days of receipt into our warehouse after a satisfactory inspection of goods has been carried out.
If goods are not in a satisfactory condition during inspection, the item will be refused by our warehouse and returned to the customer at their expense.
Goods received back in a non-satisfactory condition:
- Used condition
- Excessive alteration of outer packaging
Will either be returned to you, and the cost of delivery charged to your account if you have a live account with us, or we reserve the right to levy a surcharge on such returned goods at a minimum 15% of the invoice price.
Please ensure you take out adequate shipping insurance to cover any return journey with your carrier, as items damaged in transit will not be refunded.
If your order arrives damaged or defective, please see our Damaged & Missing Items Page.
If you change your mind or are unhappy with your product we offer an extended returns policy where you can return the item within 30 days for a refund on the purchase price paid for the item minus any delivery charges incurred by ourselves in making the delivery of the goods to yourself.
Whatever the reason we will take your order back within 30 days for a refund for the cost of the item, minus any delivery charges.
You will be responsible for the return of the goods to us and any return shipping costs.
Under UK Law the distance selling regulations 2000 states that a customer can return the goods for any reason within 7 days of the date after the delivery date provided it is returned with the original packaging and all items returned in the condition they were received.
Furnishing Horizons Returns Policy extends this to 21 days to give you extra peace of mind.
If you have opened the box to examine the goods you must have done so without damaging or marking the product or packaging.
The goods must not have been used or assembled.
The box must be re-sealed using clear tape.
You have a duty of care whilst the goods are in your possession and as such we advise you to return the goods with their original packaging to ensure they are not damaged during transit to us.
Goods received back incomplete, damaged or used condition including excessive alteration of outer packaging, will either be returned to you and the cost of delivery charged to your account or we reserve the right to levy a surcharge on such returned goods at a minimum 15% of the invoice price.
To begin the returns process please email us at firstname.lastname@example.org and in the subject space please put your order number (RETURN REQUEST). A returns number will be issued and return details.
(*) The day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.