Returns & Refunds Policy

This Refund & Cancellation Policy applies to purchases made from HomeFurnitureUK and HFUK (referred to throughout this policy as “we”, “us” or “our”).

Many of our furniture pieces are individually made to order, customised or produced specifically to a customer’s chosen specifications. For this reason, made-to-order and personalised items cannot normally be returned simply because you have changed your mind.

To give our customers additional flexibility, we provide a 24-hour order cancellation period from the time an order is placed. During this period, eligible orders may be cancelled without a cancellation charge.

Important: Nothing in this policy affects your statutory rights.

Returns

At HomeFurnitureUK and HFUK, every order is important to us and we want our customers to feel supported from the point of purchase through to delivery and installation.

Where furniture is made specifically for you, including items manufactured in your selected size, fabric, colour, configuration or other specification, the item is considered made to order.

Made-to-order or personalised products cannot normally be returned or exchanged because of a change of mind once the order has entered production.

This does not affect your rights where an item is:

  • Faulty or defective
  • Damaged when delivered
  • Not as described
  • Different from what you ordered
  • Otherwise not in conformity with your statutory rights

If you believe there is an issue with your order, please contact our Customer Services Team as soon as reasonably possible. Providing clear photographs or videos of the item and the area concerned will help us assess the issue and determine the most appropriate solution.

Depending on the circumstances, this may include inspection, repair, replacement, collection or refund.

24-Hour Order Cancellation Period

We understand that customers may occasionally change their mind shortly after placing an order.

For this reason, HomeFurnitureUK and HFUK provide a 24-hour cancellation period beginning from the time your order is placed.

If you wish to cancel within this period, please contact us through one of our published customer service channels and clearly provide your name and order details.

Where the cancellation is accepted within this 24-hour period, no cancellation fee will normally be charged.

For made-to-order or personalised products, the usual statutory change-of-mind cancellation rights may not apply. Any statutory cancellation rights that do apply to standard or non-personalised products remain unaffected by this policy.

Cancelling After 24 Hours

Once the initial 24-hour cancellation period has passed, we may already have begun purchasing materials, allocating manufacturing time or producing your furniture.

For this reason, cancellation of a made-to-order item after 24 hours cannot be guaranteed.

Where we agree to accept a cancellation after this period, a reasonable cancellation charge may apply to cover costs and losses already incurred in connection with your order.

Depending on how far the order has progressed, this charge may be up to 30% of the total order value.

Any cancellation charge will take into account the circumstances of the order and the costs or losses reasonably incurred by us.

Once an item has reached an advanced stage of manufacture, has been completed, or has been prepared for delivery, cancellation may no longer be possible.

Returning an Item After Delivery

Because our made-to-order furniture is manufactured specifically for each customer, we do not normally accept change-of-mind returns after delivery.

However, in certain exceptional circumstances, HomeFurnitureUK or HFUK may agree, entirely at our discretion, to accept the return or exchange of a non-faulty item.

Any such request should normally be made within 14 days of delivery.

If a discretionary return is agreed:

  • The furniture must remain unused and in its original condition.
  • It must not have been damaged, altered or modified after delivery.
  • We may arrange collection using our delivery network.
  • A £200 handling and collection charge may apply.
  • Any additional costs will be communicated before the return is confirmed.

This discretionary returns arrangement does not apply to faulty or incorrectly supplied goods where the customer is exercising their statutory rights.

Faulty, Damaged or Incorrect Items

We take considerable care when manufacturing, inspecting and delivering our furniture.

We recommend checking your order as soon as possible after delivery. Where there is visible damage to the product or packaging, please make the delivery team aware where practical and take clear photographs.

If you discover a problem after delivery, contact us as soon as possible and provide:

  • Your order details
  • A description of the issue
  • Clear photographs and/or video showing the problem

We will review the information and advise you of the appropriate next steps.

Where goods are faulty, damaged, not as described or otherwise do not meet the requirements of applicable consumer law, your statutory rights will apply regardless of the made-to-order nature of the product.

Any manufacturer’s warranty or guarantee we provide is in addition to, and does not replace, your statutory consumer rights.

Measurements, Access & Furniture Fit

Please carefully review all product dimensions before placing your order.

For bespoke and made-to-order furniture, it is the customer’s responsibility to ensure that the dimensions selected are suitable for the intended room and that there is adequate access for delivery and installation.

Please consider doorways, hallways, staircases, lifts, ceiling heights, corners and other potential access restrictions before ordering.

Where an item has been manufactured correctly according to the dimensions and specifications selected by the customer, an inability to fit the furniture into the property or intended space will not normally be treated as a product fault.

If you are unsure about sizing or access, we recommend contacting HomeFurnitureUK / HFUK before placing your order.

Mattresses & Hygiene

Where applicable, mattresses and other hygiene-sensitive products may not be eligible for a change-of-mind return once they have been unsealed or used.

This does not affect your statutory rights where a product is faulty or has been incorrectly supplied.

Fabric & Colour Samples

Images displayed on the HomeFurnitureUK / HFUK website are intended to represent our products as accurately as possible. However, colours and textures can appear differently depending on studio lighting, natural light, screen settings and the characteristics of individual fabric batches.

We strongly recommend requesting or viewing a fabric sample before placing a made-to-order furniture order, particularly where the exact shade or texture is important to you.

Minor variations in colour, grain, texture or appearance that are natural characteristics of the chosen material will not necessarily constitute a fault.

Refunds

Where a refund has been approved, it will normally be returned using the same payment method used for the original purchase, unless otherwise agreed or required.

We aim to process approved refunds within 7 business days.

Once processed, the time taken for funds to appear in your account may vary depending on your bank, card provider or payment provider.

Where a statutory refund is due, it will be processed within the timeframe required by applicable law.

Your Statutory Rights

Nothing contained within this Refund & Cancellation Policy is intended to limit, exclude or replace any rights you may have under applicable UK consumer law.

HomeFurnitureUK and HFUK reserve the right to update this policy from time to time.

The policy applicable to an order will be the version in effect when the relevant order is placed, subject always to your statutory rights.