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Terms & Conditions


These are the terms and conditions on which we supply products to you, being goods. This page tells you information about us and the legal terms and conditions on which we sell any of the products listed on our website to you. Please read through these terms and conditions before placing your order. They do not affect your statutory rights. Placing an order with FurNiche House Limited constitutes your agreement to be bound by these terms and conditions. FurNiche House Limited reserves the right to change these terms and conditions from time to time without notice to you and any changes will take immediate effect on the day they are posted. You will be requested to read and accept these terms and conditions every time you place an order. For this reason, we encourage you to review them whenever you use this website to ensure that you are familiar with the latest terms and conditions. Before placing your order, if you have any questions relating to these terms and conditions please call us on 0121-568-6671 for further assistance.


We are FurNiche House Limited company registered in England and Wales. Our company registration number is 10941071 and our registered office is at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Our registered VAT Number is 277 2549 69.

If you need to contact us, please email us at: info@furnichehouse.co.uk  or call our customer service team on: 0121-568-6671


You can place an order via our website http://www.furnichehouse.co.uk following the prompts given or by calling us on 0121-568-6671.

Once you have placed an order you will be contacted via e-mail within 24hrs (or next working day) with details of your order and further information. Please ensure you check the details are correct and contact us at your earliest convenience if anything is incorrect or not as expected.

The successful placement of your order is deemed your acceptance of these terms & conditions. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us. In the unlikely event that we are unable to accept your order, we will notify you as soon as possible. Non-acceptance of an order may be as a result of one of the following:
1. The product you ordered being unavailable from stock
2. A product pricing or description error
3. Our inability to obtain authorisation for your payment
4. We are unable to meet a delivery deadline you have specified.

Once you have set up your account with us as part of the order process, you will be able to access your order details from our website.


Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. We endeavour to display as accurately as possible the colours of our products on our website, however, as different computers display colour tones differently we cannot guarantee the complete accuracy of the pictures or photographs that are shown. If you are concerned about an item's finish please call us on 0121-568-6671 and we may be able to send you a sample.


All prices and charges on our website are quoted in Pounds Sterling. All product prices include VAT, but exclude any delivery costs. These are calculated as part of the checkout process, based on the delivery location and the size or weight of your products. We take all reasonable care to ensure that the price of the products advised to you is correct. If we discover an error in the price of products you have ordered we will inform you as soon as possible and give you an option of reconfirming your order at the correct price, or cancelling the order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.

If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

Payment for your order is made at the point of placing the order. We accept payment with most types of credit and debit card (Visa, Mastercard, Delta, Switch or Maestro). Alternatively, you can pay by cheque, which should be made payable to The FurNiche House Limited

and posted to our Head Office address. Products will not be despatched until a cheque payment has cleared in our bank. We also offer finance options on orders over £500 - please see the below section for full details.

We will advise you if your payment details cannot be authorised for any reason or if your cheque has failed to clear. We will then arrange for payment to be made by another method.


Your delivery will always be free by default.

After you make an order you will be contacted by our customer service team and asked to tell your preferred delivery date.

We will deliver your products to the address you provide us

We can only deliver within the UK mainland. If you live further afield we may be able to deliver to a port or shipment company at an address within the UK. Please note you will need to contact them directly to confirm delivery, find out the opening hours and contact details which you will then need to pass back to us. Unfortunately, if we are provided with incorrect information which leads to a failed delivery, you will be charged for the costs incurred in line with our redelivery charges listed below. Also note in the event you arrange for our products to be taken outside of the UK mainland we will only be able to organise exchanges/returns from UK mainland addresses, therefore we recommend your order is checked prior to onward shipping. It is also important that your goods are checked at this point, as we will not accept liability for damage caused by your third-party carrier. Please note if you are based in Scotland or the South West, we normally deliver within 5-10 working days, however some locations at the furthest corners of the Country can take up to 28 days. Please contact our team if you require further clarification.

If a product is unavailable from stock or our supply of the products is delayed by an event outside our control (ie a delay from our suppliers, adverse weather conditions) then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.

Before placing your order, please check that the items of furniture will fit through any passages, stairwells, landings and doorways on the way to the destination room. Please ensure you cover any carpets or furniture and remove pictures and valuables from the delivery area and the route to it through your property. Whilst every care will be taken by the delivery drivers, we will not be liable for any damage to your property caused by your failure to provide a clear access route to the delivery location. We are also not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover whilst delivering the products. Please note there may be restrictions as to how many flights of stairs the delivery team can deliver up, for further information please contact our team. We endeavour to give as much information as possible in respect to the weight and size of our products, however, please contact our sales team on 0121-5686671 if you are unsure.

Our deliveries are carried out by 3.5 tonne vehicles, so during the order confirmation process we ask our customers for information that will help our drivers deliver successfully and to ensure the driver has safe access to the premises from the public highway. Missed deliveries may result in charges if these questions are not answered, so if there’s any information that you feel would benefit our drivers and you haven’t disclosed this at the checkout, please give our customer services team a call immediately and they’ll update your order accordingly.

You will be asked for a signature on receipt of your order to confirm where possible, that your products have arrived in a satisfactory condition. Please see section 7 of these terms and conditions for full details of what to do should you need to return your products for any reason.

For all orders, it is essential that someone over the age of 16 is available to receive and sign for your delivery. Unfortunately, we will not be able to deliver your products if there is no one at home to sign for them, so please contact our Customer Services team if that is likely to be the case. Please also ensure the person at your property has all your order details, in particular details of any extras you have paid for, as our drivers will be guided by them during the delivery; this includes where you want the goods delivered if you have selected a Room of Choice service. Unfortunately we cannot provide a refund for any services refused at the time of delivery, as these are arranged and paid for in advance. If you miss your delivery you will be charged for the costs incurred. Re-delivery charges are £30 for Standard Delivery, £60 for Large Item Delivery and surcharges can apply depending on your location. Please note that we are not always able to advise specific delivery times in advance. Please see our delivery page for more information.

If the products are lost or damaged in transit, please let us know promptly by contacting us on 0121-568-6671. So we have all relevant information, please follow your call up with written confirmation via email to info@furnichehouse.co.uk

Products will be your responsibility from the time the courier delivers them to the address you gave us or you collect from us.

If you have provided us a mobile phone number for the purposes of your order we may contact you from time to time via SMS to ask about our service. If you receive an SMS and would not like to participate then either follow the instructions contained within the message to top-out or ignore.

In case of a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. In the event that you do not choose to end the contract in these circumstances we reserve the right to cancel 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.


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 info@furnichehouse.co.uk.

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; or 
(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 info@furnichehouse.co.uk 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.

8. 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 despatched, 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 endeavour 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 centre 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.


We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. Nothing in these terms limits or excludes our liability for: 
• death or personal injury caused by our negligence; 
• fraud or fraudulent misrepresentation; 
• breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); 
• defective products under the Consumer Protection Act 1987; or 
• breach of any of your other legal rights.


When you make a purchase and/or creating an account with The FurNiche House Limited you will be added to our customer database. As a member of our database, we would like to send you exclusive promotional discounts, via email. You can opt-out from these communications, by selecting the 'unsubscribe' option at the foot of our emails or by contacting our customer services team via phone or email. Contact details for our customer service team can be found on our contact us page.

We understand that you care how information about you is used and shared and we appreciate your trust in us to deal with it sensibly.

Where we extend credit to you for the products we may pass your personal information to credit reference agencies and they may keep a record of any search that they do.

We will only give your personal information to third parties where the law either requires or allows us to do so.


We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

This contract is between you and us. No other person shall have any rights to enforce any of its terms.

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts;


After your order has been completed we may contact you with a short customer survey. We would be very grateful if you could complete it as it will help us to continue to improve our customer service. Some sections of these surveys will be posted on our website using your name and location (ie initial, surname, city). If you would prefer that your comments aren't used in this manner please let us know.

After your order has been delivered, we may contact you to ask you to leave a review of the product(s) you have ordered. Submitted reviews will automatically appear on the relevant product page but we reserve the right to alter or remove reviews in the following cases: 
1. The review is not relevant to the actual product itself, ie applies to the service you received from The FurNiche House Limited
2. The review contains language that could be considered offensive to other users 
3. The review contains spelling errors or grammatical mistakes that effect the readability of the review and presentation of the page. Please note that in this case, the review will normally be amended, as long as it doesn't conflict with the first two conditions.


The FurNiche House Limited offers a "Price Match Promise" on all of its products provided they meet the following criteria: 
1. The product offered by the competitor's website is exactly the same as the one we sell, and is offered delivered on the same terms.
2. The product on their website must be in stock and available for delivery immediately. 
3. The FurNiche House Limited representatives are able to confirm the details on the competitor's website. 
4. Our price promise applies to the product including delivery to UK mainland locations 
5. Our price promise applies up to 7 days after purchase



At certain times The FurNiche House Limited or selected affiliate websites may make available ‘voucher codes’. These codes can be exchanged for a discount or other offer at time of order. The code must be entered on the basket page. The following rules apply to voucher code usage: 
1. Only one voucher can be used per order. 
2. Voucher codes cannot be used in conjunction with any other offer or discount. 
3. Voucher codes cannot be applied to past orders and cannot be backdated or redeemed for cash. 
4. FurNiche House Limited reserves the right to withdraw or terminate any of its voucher codes at any time without warning. 
5. FurNiche House Limited also reserves the right to reject the use of a voucher where fraud is suspected. 
6. Specific offers may be subject to terms and conditions above and beyond those shown here. Where this applies the full terms and conditions will be made available on this page during the voucher code usage window. 
7. Time limited offers can only be redeemed before the date shown (if applicable). The presence of an end date does not affect our right to withdraw a voucher code at any time as per rule 4. 
8. In the case of offline or phone orders the Manager’s decision is final.


If you enter our latest Facebook contest, it is assumed that you have read and agreed to the following rules. 
1. Contest entrants must be residents of the UK mainland and over 18 years old at time of entry. 
2. Contest is not open to employees of FurNiche House Limited.
3. No purchase necessary. 
4. Entry is limited to one per person. 
5. The winner of the contest will be selected at random from all entrants. 
6. The winner of the contest will be notified via Facebook. Winning entries must be claimed within 7 days of notification. 
7. No part of a prize is exchangeable for cash (or any other substitute). 
8. If in the unlikely event that the advertised prize is not available, we reserve the right to substitute an alternative prize of equal or greater value. 
10. FurNiche House Limited reserves the right to amend the rules of this contest without notice. If we do amend the rules, we will publish the amended competition rules here in the terms and conditions 
11. We will endeavour to dispatch prizes within 30 days of the competition end date. However, we cannot guarantee this delivery time. 
12. All competitions are not endorsed by or connected to Facebook.


By participating in the Refer a Friend Scheme you agree to comply with the following rules, failure to comply with these rules will result in immediate invalidation of the vouchers earned. 
1. To qualify for the refer a friend scheme your friend must not have previously ordered from FurNiche House Limited, or registered their email address with us. 
2. Referring family members at the same address is prohibited. 
3. Vouchers received as part of our refer a friend scheme cannot be posted on consumer forums or voucher sites. 
4. Referred friend should contact our customer service representative over the phone or email stating details of who referred them before making a purchase. Upon checking our customer database, our customer service representative will provide them with a £10 voucher that can be used to make a purchase.
6. After the purchase of referred friend is completed, the referee will be contacted by our representatives to receive a £10 voucher.
7. The vouchers obtained by referee for each referred friend that makes a purchase can be exchanged into one voucher of combined value.

If you have any difficulty redeeming your voucher or have any questions then please contact us for further assistance.


As a subscriber to our promotional emails you will be eligible for various special promotional discounts. These are often for email subscribers only and may not be visible onsite for all visitors. To access your discount simply click through from the promotional email you received and your discount will be automatically applied when you reach the checkout stage of your transaction. If there is any issue with the discount being applied, please call our Customer Services team and they will be happy to help.


A selection of our customers are offered a 10% discount off any additional order placed within 48 hours of receiving their order confirmation. This 10% discount can only be retrieved as an ‘add on’ to an existing order. As an 'add on' any additional items ordered must be delivered to the same address as the original order. The special discount cannot be retrieved if the customer's original order (or any part of it) is cancelled.


High res images are supplied to publications on request. All we ask is that if we’re fortunate enough to supply any images or loan products that end up featuring in any publications or articles, you consent to us scanning and circulating the coverage to FurNiche House Limited customers via Email, Blog and See What They’re Saying pages. Rest assured, any scanned articles will be displayed with full accreditation to the featuring title.


Customers may submit 1 photo per item purchased. All customers submitting acceptable* photos will be given a £10 voucher when the photo has been checked and approved. Customers can submit a maximum of 10 photos per session. Customers cannot refund this credit in exchange for cash. Customers returning products bought with their credit will be refunded their payment and their credit will be applied back to their FurNiche House Limited account. Customers must use their discount within 31 days of their approval date. To retrieve their voucher, customers must spend a minimum of £110.

*All customer photos are checked by FurNiche House Limited team before rewards are applied to customer accounts. If the photos are deemed appropriate the customer account will be credited within 72 hours of upload. If the customer photo is deemed unsuitable or inappropriate the credit will not be applied. By adding a photo you agree to FurNiche House Limited Terms and Conditions and for full use of your photo online and throughout our marketing material.


All voucher codes are subject to fair usage policy and as such can be declined if we feel abuse of that code is taking place. Vouchers can be applied to new orders only.

Selected customers will receive a promotional offer giving them a discount off their next order; this discount cannot be applied if a customer has cancelled their original order or redeemed if a customer re-orders the same product they have returned. This offer expires 31 days from the customer’s first delivery date and cannot be used in conjunction with any other offer. Our customer service team have the right to refuse this discount if these terms and conditions are not adhered to.