At Furniture Empire, we want you to feel confident when purchasing furniture from us. We understand that buying large furniture items online is different from buying smaller products. Therefore, we aim to make our return and refund process as clear and straightforward as possible.
This Return & Refund Policy explains the circumstances in which you may request a return, replacement, or refund for an order purchased through FurnitureEmpire.co.uk.
By placing an order with Furniture Empire, you agree to the terms outlined below, together with our Terms and Conditions.
1. Our Commitment to Customers
We take care when preparing and delivering every furniture order.
Before delivery, we aim to make sure that your furniture is in suitable condition and matches the product ordered. However, furniture is a large and sometimes delicate product, so issues can occasionally occur during handling or delivery.
If your furniture arrives damaged, faulty, incomplete, or significantly different from what you ordered, please contact us as soon as possible.
We will review the issue and work with you to find an appropriate solution.
2. Returns for Unwanted Items
If you change your mind about a purchase, you may have the right to cancel or return the item under applicable UK consumer law.
Where a return is permitted, the product must be returned in an appropriate condition.
The following conditions apply:
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The item should be in its original condition.
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The product should not have been damaged, altered, or misused.
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Wherever possible, the original packaging should be retained.
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Furniture should not be assembled if you intend to return it.
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The return request should be made within the applicable cancellation period.
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The customer may be responsible for reasonable return or collection costs where permitted by law.
Because furniture items are large and require specialist transportation, return arrangements may differ from those for small parcels.
Please contact us before arranging or sending any furniture back.
3. Please Check Your Furniture Before Assembly
Many of our wardrobes and other furniture products are supplied fully assembled.
However, some customers may request a flat-pack version because of access restrictions or personal preference.
If you receive a flat-pack item and intend to request a return, we strongly recommend checking all components before beginning assembly.
Please check:
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Doors and panels
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Drawers
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Shelves
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Handles
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Mirrors, where applicable
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Fixings and fittings
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Other supplied components
If you discover a fault, missing component, or incorrect part, please contact us before assembling the furniture.
This allows us to identify the issue and provide the most suitable solution.
4. Assembled Furniture
Furniture that has been assembled by the customer should not be disassembled or returned without contacting us first.
Once furniture has been assembled, it may become difficult to determine whether damage occurred before, during, or after assembly.
Therefore, customers should inspect flat-pack furniture carefully before assembly.
If you discover a manufacturing fault or missing part during assembly, stop the assembly process and contact us.
We will review the issue and advise you on the next steps.
5. Faulty or Damaged Furniture
If your furniture arrives faulty or damaged, please contact us as soon as possible.
We may ask you to provide photographs or videos showing:
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The damaged area
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The full item
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The packaging
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Any damaged parts
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The product label or relevant order information
This information helps us understand the problem and arrange a suitable solution more quickly.
Depending on the circumstances, we may offer:
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Replacement parts
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A replacement item
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Repair or another suitable remedy
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Collection of the faulty furniture
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A refund where appropriate
Where the issue is confirmed to be our responsibility, we will deal with the matter in accordance with your statutory rights.
6. Missing Parts or Components
Please check your furniture carefully when it arrives.
If any component appears to be missing, contact us before disposing of the packaging or assembling the furniture.
Please provide photographs and details of the missing item where possible.
In many cases, a missing component can be resolved without returning the complete furniture item.
Therefore, contacting us first can help avoid unnecessary collection and delivery arrangements.
7. Incorrect Item or Colour
If you receive an item that is different from the product you ordered, please contact us promptly.
This may include:
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Incorrect furniture model
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Incorrect size
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Incorrect number of doors
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Incorrect colour
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Incorrect configuration
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Missing features shown as part of the ordered product
Please do not assemble or modify the item if you believe you have received the wrong product.
We may ask you to provide photographs so that we can verify the issue and arrange an appropriate solution.
8. Custom Colours and Special Options
Some Furniture Empire products are available with special colour options, two-tone combinations, or other customer-selected options.
Where an item has been specially made, prepared, or configured according to a customer’s specific request, cancellation and return rights may be affected by the nature of the customised product and applicable consumer law.
Therefore, please check your selected colour, size, configuration, and optional extras carefully before placing your order.
If you are unsure about a custom option, contact us before ordering.
9. Sofas and Upholstered Furniture
Sofas and other upholstered furniture should be checked carefully when delivered.
If you believe your sofa has arrived damaged, faulty, or different from the product ordered, please contact us promptly and provide photographs where possible.
Please do not attempt to repair, modify, re-cover, or otherwise alter the sofa before contacting us.
Any return or refund request will be considered according to the circumstances of the order and your rights under applicable UK consumer law.
10. Furniture Delivered Fully Assembled
Many Furniture Empire wardrobes are delivered fully assembled directly from the factory.
This service is designed to save customers time and avoid the need to pay separately for professional furniture assembly.
Because assembled furniture is large and difficult to transport, customers should carefully check the product at delivery and notify the delivery team of any obvious issue where possible.
If you identify a problem after delivery, please contact Furniture Empire as soon as reasonably possible.
11. Delivery Damage
If furniture appears damaged when delivered, please inform us as soon as possible.
Where practical, take clear photographs of the furniture and its packaging.
Do not dispose of damaged packaging until we have advised you that it is no longer required.
If the damage occurred while the product was in our responsibility, we will investigate the matter and provide an appropriate remedy in accordance with your statutory rights.
12. Return Collection
Furniture items are large and often require specialist transportation.
Therefore, a furniture return may require a collection arranged by Furniture Empire or an agreed delivery service.
Please do not send large furniture items back to an address without receiving instructions from us first.
Where the customer is responsible for the cost of returning an unwanted item, the applicable collection or transportation cost may be deducted from any refund where legally permitted.
Where the item is faulty, damaged, incorrect, or otherwise our responsibility, we will deal with reasonable return arrangements in accordance with applicable consumer law.
13. Refunds
Once a return has been approved and the relevant item has been received or otherwise assessed, we will process any refund that is due.
Refunds will normally be made using the original payment method where possible.
The timing of a refund can depend on the payment method and the relevant banking or payment provider.
For Cash on Delivery orders, we will discuss the appropriate refund method with the customer.
14. Items That May Not Qualify for a Return
A return may not be accepted where an item has been:
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Damaged after delivery through misuse or negligence
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Modified or altered by the customer
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Incorrectly assembled where the issue resulted from assembly
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Used in a way that caused damage or deterioration
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Returned without prior contact or approval where collection is required
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Made or customised specifically to the customer’s requirements, where applicable under law
Nothing in this policy is intended to remove or restrict any consumer rights that cannot legally be excluded.
15. How to Request a Return
If you need to request a return, please contact Furniture Empire as soon as possible.
When contacting us, please provide:
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Your full name
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Order details
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Delivery address
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Product name
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Reason for the return
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Photographs or videos where relevant
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Details of any damage, fault, or missing parts
Providing complete information at the beginning can help us review your request more quickly.
Please do not arrange your own furniture return before contacting us.
16. Return Process
Once we receive your return request, we will review the information provided.
Where necessary, we may ask for additional photographs, videos, or other details.
If the return is approved, we will explain the next steps, including whether the item needs to be collected or returned.
Please follow the instructions provided by our team to avoid delays.
17. Your Statutory Rights
This Return & Refund Policy does not affect your legal rights under UK consumer protection law.
Where applicable, customers retain their statutory rights regarding faulty, damaged, incorrectly supplied, or misdescribed products.
If any part of this policy conflicts with a legal right that cannot be excluded or limited, that legal right will continue to apply.
18. Contact Furniture Empire
If you have questions about a return, replacement, damaged furniture, missing parts, or a refund, please contact us before taking any action.
Furniture Empire
Website: FurnitureEmpire.co.uk
WhatsApp Support: +44 7721 199283
Our support team will review your situation and explain the available options.
19. Policy Updates
Furniture Empire may update this Return & Refund Policy from time to time.
Updates may be made when our services, delivery arrangements, products, or legal requirements change.
The latest version will always be published on this page.