Under the Consumer Rights Act of 2015, you are entitled to cancel your contract, but only if you exercise this right no longer than 14 days after the day on which goods are received.
This is the statutory cooling off period. After this period has expired there is no right to cancel. Items cannot be returned or cancelled after the 14-day cooling off period unless the item is confirmed as being defective.
Please refer to the delivery section above on made to order items which will state if you are unable to cancel the item if you change your mind. This applies to some made-to-order items listed on our site.
The 14 days cooling offer period enables you to inspect the goods and to verify your choice. As such it is not a period where you can or should make normal use of the furniture, the furniture must be ‘as new’ condition. If you do use the furniture and then wish to return the items within 14 days we may require an additional payment from you to reflect the deterioration in the condition of the furniture since it has been in your home and to reflect that the item will be ‘returned stock’. The payment will be evaluated on a case by case basis and will be advised at point of cancellation.
Under UK law, the statutory cooling off period excludes the below:
- Bespoke items. These are goods that have been ordered to the unique and exact specifications of a customer.
- Pillows or mattress protectors that have been taken out of their sealed packaging.
- Mattresses or divans beds that have been used.
- Self-assembly items that have been damaged during assembly.
- Semi-fitted wardrobes assembled by us will warrant a variable cancellation charge on a case by case basis.
- In order to exercise the right to cancel, you must inform us in writing via email including your order number as part of your correspondence. You may also call to discuss cancellation however you will need to follow this call up with an email confirming. The cancellation is effective from the date you send us the email.
If you decide to cancel after receipt of the items, you are responsible for returning the goods to us in new condition. You are the owner of the furniture once it has been delivered to you. Failure to take reasonable care of the goods may result in a claim against you. To minimise this risk, please ensure that you pack the goods exactly as received when you return them to us to prevent any damage during transportation.
Furniturebox will always offer to book in a collection for the customer. Should you wish to return the items yourself this is not a problem however you must notify us and you will be held fully accountable for any courier damage occurred. This must be done within 14 days of notification of your decision to cancel the contract.
If you cancel/return your order we will refund the price you paid for the items. Note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by you handling them in a way which would not be permitted in one of our stores or if the returned Goods have not been looked after by you with reasonable care and are not in the condition that they were in when they were delivered to you, we reserve the right to deduct from your refund any loss of value to the goods as a result of your use or damage. We will also refund any delivery costs you have paid via Furniturebox. We cannot refund or accept any responsibility for additional cost such as professional assembly or further delivery cost/service outside of those offered by our company.
Please note we can only issue a refund to the same payment method originally used. If you change your payment method, or the used payment method is no longer valid you will need to resolve this with your bank. Refunds will be made to a credit or debit card or PayPal and may take up to 10 working days depending on your bank. For further clarification on timings, please contact your card issuer.
Important - Please note that under the Consumer Contract Regulations a tailor-made to order item, once ordered, cannot be cancelled if you change your mind either before, during or after delivery.
We do understand that there may be occasions where things change and at our sole-discretion only, we will consider a cancellation of the order, but there would be a deduction from the order of 40% of the item's purchase price, plus any costs for its collection and / or return (if it has already been delivered, or a delivery has been attempted to you or the item has been given to the courier for a delivery to you). These costs are the minimum that would be charged and would be deducted from your refund.
The cancellation notice must be received by us either before your delivery or at the very latest within 14 days of the receipt of your order and the goods must then be returned by you within a further 14 days. Please note the cancellation charge applies even if you cancel before you receive your order.
Please also note that in addition to this - for mattresses - once the protective wrapper has been removed from the mattress, these cannot be returned if you then subsequently change your mind about the item.
Furniturebox Website: https://www.furniturebox.co.uk/