Return Policy

It is important to note that our returns policy in-store differs quite substantially to our online returns policy, owing to distance selling regulations which allow an added level of protection for those purchasing online without having seen the item/s in person. The differences are explained within our Returns Policy below.



Returns and Cancellation Policy

Whether your situation has changed or you've encountered an issue with an item you've received, don’t worry—we’re here to help.

We take every precaution to ensure your furniture arrives in perfect condition, and we’re proud of our low defect rate. However, if your item arrives damaged, there’s no need to stress—we’ll arrange to collect any faulty products. We understand how frustrating it can be when a product arrives damaged, especially when you were excited to use it.

If you need to return something, here’s how you can do it.


Cancellations Pre-Delivery

Life can be unpredictable, and sometimes plans change or preferences shift. Whatever the reason, you can cancel your online order at any time before delivery and receive a full refund with no questions asked.

All we ask is that you notify us in writing as soon as possible. Once we confirm the cancellation, we’ll process your refund to the original payment method. Please note, due to bank processing times, it may take up to 7 working days to see the refund in your account. Rest assured, we’ll handle our part quickly.

For orders placed in-store, we do not currently offer a change-of-mind refund. Our staff are on hand to help you every step of the way with your purchase. Should you require assistance with measuring or planning your room, please do not hesitate to seek assistance as we are more than happy to help. It is important to be sure that your item/s will fit, and will be appropriate, before purchasing.


Our 14-Day Returns Promise (For Unwanted Items)

If you placed your order online and the items aren’t quite what you expected, you can return them within 14 days of delivery. We ask that the items are returned in their original packaging and in the same condition you received them. We’ll arrange to collect the item within 5-10 working days using our two-person delivery service. Once the item is returned, we’ll begin processing your refund, which will be with you within 5-10 working days.

Please note, there’s a small charge for this service. Returns using our 2-Man Delivery service incur a fee of £30 per item, and for 1-Man Delivery, the fee is £15 per item. This collection fee will be deducted from your refund once the item is inspected. No additional payment will be required.

If you prefer, you can return items at your own expense. Our customer service team will provide the correct return address when finalizing your return. In this case, it’s your responsibility to ensure the item reaches us in its original condition.

Please note: we reserve the right to refuse collection if the items are not repackaged.

It is important to note that this policy does not apply to in-store purchases. For orders placed in-store, we do not currently offer a change-of-mind refund. Our staff are on hand to help you every step of the way with your purchase. Should you require assistance with measuring or planning your room, please do not hesitate to seek assistance as we are more than happy to help. It is important to be sure that your item/s will fit, and will be appropriate, before purchasing.


Our 30-Day Returns Promise (For Damaged Items)

If your item arrives damaged or with quality issues, you have 30 days to notify us. Please email enquiries@thefurniture-warehouse.com with images of the damage and your order details to help us process the return.

We will send out a replacement item via our two-person delivery service, which should arrive within 5-10 working days.

If you prefer a refund instead, you can return the damaged item for a full refund. No questions asked.

This policy applies to orders placed both in-store and online.


Failed Collection Fees

Each collection costs approximately £40. We understand that things can come up, and plans may change.

If you’re unable to make your scheduled collection, please let us know by 3 pm the day before, so that we can reschedule and don't make a wasted journey.

If you don’t inform us and the collection fails on the scheduled day, a £40 fee will be charged to cover the cost of rescheduling the collection.