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  • Return Policy

If your order has been delivered but you're not completely in love with it, you can arrange a free return within 72 Hours of delivery by phoning our customer service 0121-568-6671 or by email at [email protected] If you choose to end your contract with us, your rights will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract. If what you have bought is faulty or miss-described, you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back) see section 8. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:

(a) we have told you about an upcoming change to the product or these terms which you do not agree to.

(b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed.

(c) there is a risk that supply of the products may be significantly delayed because of events outside our control.

(d) you have a legal right to end the contract because of something we have done wrong. For most products bought online, you have a right to change your mind, within the timescales set out below, and receive a refund. These rights are explained in more detail in these terms. Due to hygiene reasons, customers returning mattresses that have been used and removed from their original packaging may be charged for the reduction in value, unless the products are faulty.

  • How long do I have to change my mind?

If for some reason your order doesn’t quite match your expectations and you are not 100% satisfied with your purchase, for whatever reason, we will be happy to arrange collection of your order. You have up to 14 days after the day you (or someone you nominate) receive the products. If you wish to cancel your order you can do so in writing, either by emailing us at [email protected] or by calling 0121-568-6671. You must inform us of your intention to end the contract no later than 14 days after the day on which you originally received the products. We aim to respond to your request within 2 working days to confirm the cancellation, any refund due and collection details if products have already been delivered. Assembly services must be cancelled at least 2 working days before assembly is to take place. We cannot refund these charges after that time as the assembly team will have been booked and reserved for you.

  • Returning products after ending the contract

Products can be returned for free to our Distribution Centre, the details of which can be provided by our customer service team once you have notified us of cancellation. You must exercise a duty of care over the products until such time as they have been received by us as you will be held responsible for any damage incurred after delivery to you. It is normally more cost effective and convenient for us to organise return transportation on your behalf and this will also relieve you of your duty of care once products are handed over to the courier. When you receive your products, please remember to keep the packaging until you're 100% satisfied with your order. In the unlikely event that you need to return the item, we can only accept it in suitable packaging. This is really important, as each piece of furniture needs the same amount of protection returning to our warehouse as it does on its way to our customers.

  • When we will pay the costs of return

We will pay the costs of return:

(a)  if the products are faulty or misdescribed;

(b)  if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

  • Refunds

How we will refund you: If you notify us of your intention to end the contract within 14 days of delivery, we will refund you the price you paid for the products [excluding non-standard delivery costs], by the method you used for payment. We may make deductions from the price, as described below.

Deductions from refunds if you are exercising your right to change your mind:

We may reduce your refund to reflect any reduction in the value of the products if this has been caused by your handling of them in a way which would not be permitted in a shop. We will not provide a full refund if products show signs of unreasonable use. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount to reflect such handling.

When your refund will be made: We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you, or if earlier, the day on which you provide us with evidence that you have sent the product back to us. With regard to flat pack furniture, we ask that you check all the components are in the package as per the instructions, before attempting to assemble the furniture, as the company is not liable for any damage caused by items assembled by you, and as partially assembled items are likely to be damaged in transit when returned to us. Customers returning furniture that has been damaged or used whilst in their care will be charged for the reduction in value unless the products are faulty. If you require a replacement part for your flat pack furniture, please call us on 0121-5686671and we will try to arrange a replacement.

If you wish to exchange a product: We offer a free exchange for an alternative product of equal value (limited to two free exchanges per original order) on products returned to us within 30 days after the day on which you originally received the products. We will not exchange an item for the same product in the event there is no fault.

We may end the contract if you break it: We may end the contract for a product at any time by writing to you if you do not allow us to deliver the products to you. We will refund you any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract. In particular, a £15 transport charge will be applied where the products are dispatched, but delivery cannot be completed.

We may end the contract if the product you order is unavailable from stock and/or if supply of the product may be significantly delayed:

 We will endeavor to notify you if a product is unavailable from stock prior to accepting your order, but this is not always possible. Additionally, we will notify you if supply of a product may be significantly delayed because of an event outside our control. You have the option in these circumstances to end the contract and receive a full refund for the product. In the event that you do not choose to end the contract in these circumstances, we reserve the right to end the contract and we will write to you to inform you of this and will refund you in full for any money you have paid in advance for the product.


While we do our utmost to ensure your products arrive in perfect condition, if you should find any problem with your order, our team will be happy to resolve this for you. Please call us on 0121-568-6671and one of our customer services team will take you through the returns process.

Summary of your legal rights: We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the products. Nothing in these terms will affect your legal rights. This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: · up to 30 days: if your goods are faulty, then you can get an immediate refund. · up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases. · up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back. Please do not attempt to fix any problems yourself without speaking to our team first. Unfortunately, we are unable to accept products back if any changes have been made, as this will invalidate the manufacturer’s warranty. If your products are damaged or faulty we offer free exchange for a replacement or alternative product of equal value or free collection and full refund to your original payment method. Please note that in the case of clearance items a replacement may not always be available. If you have taken advantage of our Packaging Removal & Recycling service, the driver will give you time to thoroughly check your items before leaving. In the unlikely event of there being a problem, the driver will repack and remove the item. Similarly, if you have chosen our Assembly Service upgrade, please ensure you inspect all elements of your delivery thoroughly before assembly. Assembly of flat pack items are the sole responsibility of the customer. FurNiche House Limited accepts no responsibility for damage to any parts by a third party.


It is your responsibility to ensure that the products are suitably packaged and in the same condition as they arrived ready for collection. If you fail to take reasonable care of the products before they are returned to us and this causes damage or deterioration of the products, we will charge you for the reduction in value. Collections will be arranged within 30 days of notification. If you are arranging to return items yourself, they must be received at our distribution center within 30 days of delivery. Please be aware collections are an all-day service and we are not able to advise specific delivery times in advance. Unfortunately, due to the costs involved in scheduling collections, we may impose a charge if the collection is missed. Please contact our Customer Services team to discuss your options if you are concerned about your collection.