Return & Refund Policy

At Furniture Hub UK, we want every customer to feel confident when shopping with us. Please read our Return & Refund Policy carefully before placing your order.

This policy applies to purchases made through our website:

https://furniturehub.store/

1. Return Window

You may request a return within 14 days of receiving your order.

To be eligible for a return, the item must be:

  • Clean, unused, and in its original condition

  • In its original packaging where possible

  • Not damaged, marked, assembled incorrectly, or used after delivery

  • Complete with all parts and accessories received with the order

Please contact us before returning any item. Returns sent without prior approval may not be accepted.

2. How to Request a Return

To request a return, please provide:

  • Your full name

  • Order number

  • Delivery address

  • Reason for return

  • Photos or videos of the product and packaging, if applicable

Our customer support team will review your request and confirm the next steps.

3. Return Collection & Return Cost

As sofas and furniture items are large and bulky products, return collection charges may apply.

If you are returning an item because you changed your mind, ordered the wrong item, or no longer want the product, you are responsible for the return collection cost.

The return collection cost depends on your location, product size, and courier availability. We will confirm the return collection charge before arranging collection.

If the item is faulty, damaged, or incorrect due to our error, we will arrange a suitable solution, which may include repair, replacement, collection, or refund at no additional return cost to you.

4. Damaged, Faulty, or Incorrect Items

Please check your item carefully at the time of delivery.

If your item arrives damaged, faulty, or incorrect, please notify us within 24–48 hours of delivery with clear photos or videos showing the issue.

We may ask for photos of:

  • The full furniture item

  • The damaged or faulty area

  • Packaging condition

  • Delivery label or order details

Once reviewed, we will offer a suitable solution. This may include replacement parts, repair, exchange, collection, or refund depending on the issue.

5. Items That Cannot Be Returned

We may be unable to accept returns if:

  • The item has been used

  • The item has been damaged after delivery

  • The item has been assembled, altered, or modified by the customer

  • The item is not in a returnable condition

  • The item was made-to-order, customised, or specially requested

  • The item cannot be collected safely due to access issues

This does not affect your legal rights if the item is faulty or not as described.

6. Refunds

Once your return has been collected and inspected, we will notify you whether your refund has been approved.

Approved refunds will be processed back to the original payment method used at checkout.

Refunds are usually processed within 2–5 working days after approval. Please note that your bank or payment provider may take additional time to show the refund in your account.

7. Non-Refundable Charges

The following charges are non-refundable where applicable:

  • Assembly service charges

  • Upstairs delivery charges

  • Failed delivery charges

  • Return collection charges for change-of-mind returns

  • Extra driver service charges paid directly to the driver

Assembly and upstairs delivery charges are separate driver service charges and are not standard product charges.

8. Failed Delivery or Missed Delivery

Please make sure someone is available to receive the delivery on the agreed date.

If delivery fails because no one is available, the address is incorrect, access is restricted, or the furniture does not fit through your entrance, hallway, staircase, or lift, additional delivery or return charges may apply.

Customers are responsible for checking measurements and access before placing an order.

9. Order Cancellation

If you want to cancel your order, please contact us as soon as possible.

If your order has not yet been dispatched or booked for delivery, we will try to cancel it and issue a refund.

If your order has already been dispatched, loaded, or booked with the delivery team, cancellation or return collection charges may apply.

10. Cash on Delivery Orders

For Cash on Delivery orders, return and refund arrangements may vary depending on the order and delivery status.

Please contact us directly if you placed a Cash on Delivery order and need help with a return, exchange, or cancellation.

Furniture Hub UK
Website: https://furniturehub.store/