Returns, Replacements & Exchanges

Return Policy  

All products come with a 12-month manufacture warranty.  Customers can find more details on our warranty here.

Any customers that are unhappy with their order can return the product only if it's in its original packaging within 14 days of delivery for a refund minus the cost of delivery and collection. The products must be in an unused and brand new condition, as they were delivered. We reserve the right to refuse a return if the items are not in the original packaging and same un-used condition that it was when it was delivered.

All returns are subject to a cancellation fee of £50 and collection fee of £50. The original delivery fee is non-refundable. 

Please note bespoke and custom orders are not eligible for  return/refunds unless due to manufacturing fault or defect..

If you have ordered a bespoke item, we will give a full refund as long as you cancel within 24h hours from placing the order. As it is a personalised item, we cannot cancel or refund once we have started the work or if the item has already been delivered. Bespoke items can only be returned if they are damaged. We do not accept returns for bespoke items for any other reason.

We reserve the right to refuse a return if an item has been damaged by the customer on or after delivery.   

All pictures on our website are for illustration purpose only. Actual product may vary according to light and/or shade variation. 

For assistance with delivered items, please contact our customer support team by sending an email to info@furniture-network.co.uk with a copy of your receipt, pictures of any issues with a product and a brief description of what needs to be resolved.    

 If an item has been delivered damaged, this must be reported on the delivery receipt (Furniture Network delivery confirmation copy) whilst the delivery team is still present at the property, or call our office before the delivery team has left the customer property.

It is the customer responsibility to ensure the product ordered is correct (size, colour, material etc). 

If the wrong item has been ordered by the customer and the customer would like to return the item and cancel the order, then a £50 cancellation fee and £50 collection fee will be applicable. The item can only be return if the original packaging is intact and available. 

All returns must be approved by management. Non approved returns will result in applied fees. If the original packaging is no longer available, we have the right to refuse the cancellation request. 

 

Exchanges 

It is the customer responsibility to ensure the product ordered is correct (size, colour, material etc). 

Customers who are unhappy with items can exchange them within 14 days of delivery (subject to available stock).  

All exchanges are subject to a £50 exchange fee and £50 delivery fee.   

In order to make an exchange, original items must be unused and wrapped in the original packaging.  

Customers will have to pay the price difference for the exchange of items which are a higher price.   

Exchanges will be refused on collection if returned items have been used or damaged by customers.

It is the customer responsibility to ensure the product ordered is correct (size, colour, material etc). 

If the wrong item has been ordered by the customer and an exchange/ re-delivery will be necessary, the exchange/ cancelation fees will apply. 

If the  item must be exchanged as a result of the customer ordering the wrong item, then a £50 exchange fee and £50 delivery fee will be applicable

 

Please note bespoke and custom orders are not eligible for exchanges unless due to manufacturing fault or defect.

 

Replacements 

Any products with manufacturing faults which result in the product not being fit for purpose, as described, or of reasonable quality, will be repaired or replaced as subject to the terms of our warranty.   

Whether the item(s) will be repaired or replaced will be determined by our suppliers in compliance with consumer legislation. 

Items can only be replaced by an identical item unless the specific item is out of stock.  

 

Important information 

 

If you requested a return, exchange or replacement of the goods and we provided you with a collection date but you reject it, a further collection fee of £50 will be applicable. The items will have to be available to be collected by our delivery team on the date that we provided, otherwise the responsibility of having the goods returned will fall on the consumer - goods will have to be returned within 5 working days. The goods will be inspected and only after we established that the goods are in the same condition that they were delivered, your return will be successful and a refund will be processed.

We reserve the right to amend delivery/collection/exchange  date based on our availability. If the date is changed by us, you will not be charged an additional fee. 

We will confirm your collection/exchange date 24/48 hours. Where possible more notice can be give ***subject to location, product availability etc.

We have the right to refuse the collection of the products if these have been further damaged by the consumer or if the items have been left outside.

 If we have attempted collection/exchange 3 times, and the customer has refused then we have the right to reject the request as the goods would have been used for too long, which means the items have been devalued. In this instance, the consumer has to keep the goods. 

If we are unable to arrange a collection, it is the customer's responsibility to return the goods within 7 days from when they return has been confirmed. 

The items will be inspected once they arrive to our warehouse. 

If the customers are to return the goods themselves, the collection fee is no longer applicable to Furniture Network. Only the cancellation fee will be applicable to RJF Furnishings and the return of the goods will be at their own expense.

If goods are not returned within 7 days from the day the return has been confirmed by Furniture Network, then we have the right to reject the return and the customer has to keep the goods. 

Any damage not reported on delivery, but found present when the goods are returned will incur further charges based on the damage present. If the goods are not in a re-saleable condition, the customer will be refused the return, and will have to collect the items from our warehouse.

Any products delivered damaged must to be reported to the delivery team and written on the delivery receipt while the delivery team is still present.  Any issues such as rips, damage etc that have not been reported on the delivery receipt whilst the delivery team was still present, will be classified as ''invalid claims''. 

Once you have noted the issues on the delivery receipt and handed it back over to the delivery team, if you wish to proceed with the claim you need to send an email to our Customer Care team. Any after sales enquiries are dealt with via email only. The email address you can submit your enquiry is info@furniture-network.co.uk. 

  

HOW TO CONTACT US 

💬 Chat with us on Messenger

📩 info@furniture-network.co.uk

📞 0121 389 2811 (Monday to Friday 10-5pm and Saturday and Sundays 10-6pm)