Online Returns Policy

ONLINE RETURNS ONLY: This returns policy refers to online purchases made on this website.

If you bought your furniture in person at one of our retail stores, please refer to our Store Terms of Sale & Delivery page for our in-store policy. You can also contact the branch of Furniture Outlet direct for assistance regarding any store purchase. Thank you.

14-DAY ONLINE RETURNS POLICY

We want you to be absolutely delighted with your online purchase! That’s why we offer a 14-day “no fuss” returns policy. If for any reason you’re not happy with your item, you can return it within 14 days of delivery.

Please remember, it’s your responsibility to take good care of the item/s and make sure they come back to us unused and in a condition ready to be sold again. This means the item must not show any signs of wear and tear, including (but not limited to) stains, marks, smells, pet hairs, or damage from misuse, repairs you’ve done yourself, or intentional damage. If items aren’t returned in this condition, we might not be able to offer you a refund.

Returning Large Items (Within 14 Days)

For large items, we will arrange the collection. The cost for us to collect large item/s from our delivery & assembly area is £99, which will be taken from your total refund. This £99 fee also applies if you decide to return a large item at the very moment of delivery & assembly.

To ask for a return within your 14-day policy, simply email us at customerservice@furnitureoutletstores.co.uk. Please include your name and a contact telephone number in your email. Our customer service team will then get in touch with you to arrange the collection of your item.

Once your returned large item/s arrive back at our warehouse, we’ll check them to make sure they are unused and in a condition ready to be sold again. As long as the item/s are returned as requested, we will refund you using the same payment method you used. Please note that your card provider or bank might take up to 5 working days to process the refund.

Returning Small Items (Within 14 Days)

For small items, you will need to arrange and pay for the return delivery.

Here’s how to return a small item:

  1. Email us first: Please email customerservice@furnitureoutletstores.co.uk to let us know you want to return a small item.
  2. Get return details: We will then email you back with clear instructions and the return address.
  3. Package carefully: It is your responsibility to make sure the item/s is packaged safely to prevent damage during return transit. It’s helpful if you can use the original packaging.
  4. Send it back (trackable): You must arrange and pay for the return delivery. Please use a trackable courier service (like Royal Mail Tracked, Evri, DHL, DPD, etc.) so you can prove it was sent and delivered.
  5. Send tracking info: Once you’ve sent the item/s, please email the tracking number and the courier name to customerservice@furnitureoutletstores.co.uk. This helps us know it’s on its way.

Important points for small item returns:

  • Cost: You are responsible for the cost of returning the small item/s.
  • Condition: Only unused items in a saleable condition (no wear and tear, marks, smells, pet hairs, or damage) can be returned.
  • Inspection: Once your returned item/s arrive at our warehouse, we will inspect them carefully. If the item/s are not in a resellable condition, deductions may be applied to your refund, or we may not be able to offer a refund.

Refund: Providing the item/s are returned as requested, we will refund you via the payment method you used. Please note your card provider/bank can take up to 5 working days to process the refund.

 

30-DAY RETURNS (Consumer Rights Act)

If your goods are faulty when they arrive, you are entitled to a full refund for up to 30 days from the date of delivery. Please contact us immediately at customerservice@furnitureoutletstores.co.uk if you discover a fault.

Warranty

All items purchased on this website are covered by a warranty against manufacturing faults for a period of 12 months from the date of delivery. Our warranties remain valid as long as the items stay in the property we originally delivered them to.

What is covered
This warranty applies to genuine manufacturing defects only. It excludes issues that arise from normal wear and tear, misuse, improper care, or accidental damage.

Technical inspections
To assess a potential manufacturing fault within the first year, Furniture Outlet may arrange an inspection by an independent technician. A deposit is paid by the customer to book this service, with the outcome of the refund depending on the technician’s findings:

• If a manufacturing fault is confirmed: Your deposit will be fully refunded to you.
• If the issue is found to be caused by anything other than a manufacturing fault: (Such as accidental damage, misuse, improper care, or normal wear and tear), the deposit will be retained to cover the cost of the technician’s call-out and report.

Our resolution
Once a manufacturing fault has been verified, we will, at our sole discretion, supply the appropriate replacement parts, provide a repair, or exchange the item for a new one. If your specific model is no longer available, we will replace it with a closely matching item of equivalent specification or purchase value.

How to make a claim
To start a warranty claim, please contact our team at customerservice@furnitureoutletstores.co.uk with details of the issue. Where possible, please include photographs or videos to help us understand the problem. We will also need your proof of purchase, such as your order confirmation email, along with your full address and a contact telephone number.

Your statutory rights as a consumer are not affected by this warranty.