As soon as we have delivered the goods to your door you will be responsible for them. We will only deliver goods to the address on the order and goods will not be left without a signature. From the time of receipted delivery of the goods, any loss or damage to the goods shall be at your own risk. Any transit damage to the goods, shortages or incorrect goods supplied must be noted on the delivery consignment note at the time of delivery.
No Fault Returns.
You are entitled to withdraw from this contract within 7 days from delivery of the goods for a full credit or refund less any applicable delivery charges. The goods must be unopened and ‘as new’ in their original box and packaging including all manuals and accessories. You must notify us within 7 days from date of delivery and we will issue you with a Returns Authorisation Number. Returns Authorisation Number will be valid for 14 days and it will be your responsibility to return the goods to us insured via recorded delivery at your own cost and risk. Please also retain proof of insurance and posting as we will not accept any liability for goods lost or damaged in transit back to us. We will not accept any goods being returned without a valid Returns Authorisation Number clearly marked on the outside of the packaging as they will be refused on arrival.
When we receive the goods we will inspect them to ensure all manuals, accessories and other components are within the returned package and that the goods and packaging are in the condition that we sent them to you. If we receive an item that either is not in the condition we sent it or has missing components we shall charge you a further fee to cover the cost of these items. Please note it is your responsibility to ensure that the goods you order are specified to meet your intended purpose. We therefore recommend that you independently research the goods before you purchase them from us. Please note the right to cancel does not apply to personalised goods or goods made to a consumer's specification (special orders).
Faulty Returns – Dead on Arrival.
A product is deemed to be ‘dead on arrival’ if it shows symptoms of hardware failure preventing basic operation upon its first use out of the box. In such instances please contact our customer support helpline within 7 days from the delivery date. You can then either return the faulty item directly yourself or we will organise a collection from your home. Upon receipt of the goods and confirmation of the fault by our technical engineers you will be offered the following options:
1. A replacement – this item will be shipped to you at our own expense. 2. A repair – the repaired item will be shipped to you at our own expense. Please note that once repaired the product is no longer eligible for replacement. 3. A full refund – provided the item has been verified faulty and is complete with all accessories in its original box and packaging. If the condition of the product or the packaging is poor then we reserve the right to impose a charge to cover re-packaging costs. Missing accessories will also be charged to you.
If the product is not deemed to be faulty by our technicians then you will be offered the following options: 1. Return of the goods – the cost of delivery and an administration fee of 15% of the price of the goods will be charged to your credit card account. 2. Refund – the invoice cost less an administration fee of 15% of the price of the goods along with any applicable delivery charges provided the product is ‘as new’ and complete with all accessories in its original box and packaging. If the condition of the product or the packaging is poor then we reserve the right to impose a charge to cover re-packaging costs. Missing accessories will also be charged to you.
The manufacturers guarantee will apply to all items reported to be faulty after 7 days from delivery.
This returns policy does not affect your legal rights
1. If you are asking for a refund because you have cancelled the Contract between us within the fourteen-day cooling-off period (see Clause 6 above) either by email or writing, we will process the full refund due to you as soon as the goods has been received. The goods must be unused and in the original packaging and must be returned to us on your own courier within 14 days of the cancelation notification.
If the product is a special size or custom made then we cannot accept a return request.
2. For any other reason (for instance, because you have notified us in accordance with paragraph 20 that you do not agree to any change in these terms and conditions or in any of our policies, or because you claim that an item is defective pursuant to clauses 12 below), we will collect the item free of charge as soon as practicable, examine it and notify you of your refund via e-mail within a reasonable period of time. Goods returned by you because of a defect will be refunded in full, including a refund of any delivery charges for sending the item to you. We will usually process the refund due to you as soon as possible and in any case within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective Goods.
3. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
Unwanted goods/wrongly ordered
If you are asking for a refund because the item is unwanted or wrongly ordered you must submit a cancelation request within the fourteen-day cooling-off period either by email or writing, we will process the full refund due to you as soon as the goods has been received. The goods must be unused and in the original packaging and must be returned to us on your own courier within 14 days of the cancelation notification.
Please note: The items will not be accepted if they are not safely or sufficiently packed. If items that have been delivered flat packed and once assembled you decide they are no longer required. The items must be disassembled and packaged properly.
Any mattresses received that are vacuum packed (rolled up), if you find that the mattress is not suitable and require a refund or exchange you must submit a cancelation request within 14 days of receiving the goods and then return the mattress in its original packaging in a un-used state on your own courier within 14 days of your cancellation request.
If upon delivery the goods you have ordered are unable to fit in your property or upstairs, unfortunately Home Furnishings UK Ltd cannot be deemed liable. if you find that the item is not suitable and require a refund or exchange you must submit a cancelation request within 14 days of receiving the goods and then return the item in its original packaging in a un-used state on your own courier within 14 days of your cancellation request.
Damaged or Faulty goods:
Items received damaged must be reported within 24hrs - 48hrs of receipt of goods. In all cases goods must be repackaged sufficiently in order to collect or exchange. Please check all packages before signing "received in good condition".
Please contact us to arrange collection. This form must be placed in an envelope and taped securely to the outside of one of the boxes.
Returned items must be sent accompanied by return note number.
CUSTOMER CARE/AFTER SALES
Please note all after sales queries regarding any issues relating to damage/defects of items received, must be put in writing either by post or email.
If a product is damaged, in order to identify the damaged part correctly, we will request images of the damage and packaging in order to resolve the situation quickly and efficiently.
If it is deemed that the damage is due to misuse, we will not be deemed liable to replace/repair the damaged item.
Misuse of bed frames with centre rails and support legs − Please note that purchases of bed frames that have centre rails and support legs there must be a 5mm gap left between the support legs and the floor. Also, it is recommended that a non slip pad/castor cup is placed under each leg/foot if the bed frame is being placed on a wooden/laminate floor. This is to help prevent the legs from slipping and damaging the centre rail.
If moving a bed frame with support legs, you should lift the frame rather than drag it as the centre support rail and legs will collapse. This will be classed as misuse and no further action will be taken by Home Furnishings UK Ltd.
SIZES - Please note the following sizes - 3ft/90cm = Single, 3ft6/107cm = Large Single, 4ft/120cm = Small Double, 4ft6/135cm = Double, 5ft/150cm =King size (sometimes known as Queen Size), 6ft/180cm = Super king. Please be aware that sometimes King size may be labelled up as Queen size. This depends on where the product was manufactured.