Returns, Cancellations & Damages Policy
At FurniComp, we want you to be completely satisfied with your purchase. Our returns and cancellation policy is designed to make the process as straightforward as possible while ensuring that products are handled and returned in an appropriate condition.
Nothing in this policy affects or limits your statutory rights under applicable UK consumer protection legislation.
Change My Order
As long as your order has not been dispatched, we may be able to amend your order.
If you wish to change an item after placing your order, please email us at support@furnicomp.co.uk with your order number and details of the item you would like to change to.
We will amend your order where possible, provided the requested item is available and in stock. If there is a difference in price, we will advise you of any additional payment or refund required. Once an order has been dispatched, we are generally unable to make amendments to the order. In this situation, you may need to follow our cancellation or returns procedure below.
Cancel My Order
Before Dispatch
You may cancel your order before it has been dispatched by contacting us at support@furnicomp.co.uk or by telephone.
Where cancellation is accepted before dispatch, we will issue a full refund.
After Dispatch
If your order has already been dispatched and you wish to cancel it, you should contact us as soon as possible. Where applicable, you may exercise your statutory cancellation rights by notifying us within 14 calendar days of receiving the goods. You may also refuse delivery where this is reasonably possible, although you should contact us rather than relying solely on refusing delivery.
Once we have received notification of your cancellation, we will provide instructions for returning or arranging collection of the goods.
The cost of returning the goods may be deducted from your refund where permitted by law and where the return is due to a change of mind rather than a fault or error on our part. Any refund will be processed in accordance with applicable consumer legislation once the goods have been returned and inspected.
Pre-Order, Reserved & Incoming Stock
Items sold as pre-order, reserved stock or incoming stock are allocated specifically to your order from our supply chain.
You may request cancellation within 7 days of placing your order for a full refund.
After this period, your order may have been processed and stock specifically allocated or reserved on your behalf. As a result, cancellation requests may not be accepted.
Where appropriate, and at our discretion, we may offer store credit or another suitable solution. This policy does not affect your statutory rights. Where consumer cancellation rights apply, these rights will remain available in accordance with applicable legislation.
Made-to-Order Items
Some products are manufactured or specially ordered specifically for the customer.
Where an item is clearly identified as made to order, with an estimated delivery period such as 4–6 weeks or 6 weeks, cancellation may be restricted once production or procurement has commenced, subject always to your statutory rights. Once production of a made-to-order item has commenced, we may be unable to cancel the order or provide a refund for a change of mind.
I Don't Like What I Ordered / Change of Mind Returns
If you decide that the item is no longer suitable or you simply change your mind, you may request a return where you have a legal right to do so.
Please email support@furnicomp.co.uk within 14 calendar days of receiving the goods, stating your order number and that you wish to return the item.
Important – Assembly
For change-of-mind returns, the item must not have been partially or fully assembled.
We strongly recommend that you inspect the item and all components before beginning assembly. Once assembly has commenced, the condition of the product can no longer be reliably assessed in its original state. Assembly can also cause damage, marks, scratches or other changes to the product. Accordingly, we do not accept change-of-mind returns for items that have been partially or fully assembled. The item must also be returned in suitable original packaging and in a condition that allows it to be safely transported. Customers should therefore retain the original packaging until they are satisfied that they wish to keep the product. Where a customer exercises a statutory cancellation right, any deduction for diminished value will be dealt with in accordance with applicable law.
My Order Is Damaged or Incorrect
We take considerable care when preparing furniture for dispatch. Our products are inspected and packaged with protective materials, including corner protection and foam, to minimise the risk of damage during transportation. However, damage can occasionally occur during delivery or handling.
Inspect Before Assembly
Customers must inspect the product and all components for damage before beginning assembly. This is extremely important. If you discover any damage, please do not begin assembling the item. Contact us first so that we can assess the issue and provide the most appropriate solution. Where possible, customers should inspect all components immediately after delivery and before arranging for an external fitter or contractor to assemble the product.
14 Working Day Damage Reporting Period
All damage must be reported to FurniComp within 14 working days of delivery.
This allows us to investigate the condition of the goods while the circumstances surrounding delivery, storage and handling are still reasonably capable of being established.
Once an item is in the customer's possession, FurniComp cannot monitor how the item is stored, moved, unpacked, handled or assembled. Damage may therefore occur after delivery and may not necessarily have been caused during manufacture or transportation. For this reason, prompt notification and photographic evidence are important in allowing us to determine the likely cause of the damage. Damage reported after the 14-working-day period may require additional evidence and may not qualify
for our standard free replacement parts service where we are unable to establish that the damage was present at the time of delivery. This reporting requirement does not remove or limit any statutory rights you may have in relation to faulty or non-conforming goods.
Damage Discovered After Assembly
If an item has already been partially or fully assembled before damage is reported, we may be unable to establish whether the damage occurred during manufacture, delivery, unpacking, handling or assembly.
Customers should therefore not assemble a damaged component and should contact us before proceeding with assembly. Where damage is caused during assembly, unpacking, installation, modification, misuse or handling after delivery, we may not be responsible for the resulting damage.
What We Need When Reporting Damage
To help us resolve your issue as quickly as possible, please email support@furnicomp.co.uk with:
• Your order number
• Clear photographs of the damaged component
• Clear photographs of the packaging, where available
• The part number shown in the assembly instructions
• Photographs showing the overall condition of the item
• Details of when the damage was discovered
• Confirmation of whether the item has been assembled
• A description of how the damage occurred, if known
Our customer service or parts team will assess the information provided and determine the most appropriate solution.
Replacement Parts
Where only one or a small number of components are damaged, we may be able to provide replacement parts rather than replacing the entire item.
Our replacement parts service is often the quickest and most convenient solution.
Where a replacement part is offered and the item can be made fully functional through replacement of that component, customers may choose to accept the replacement part or, where applicable, exercise any separate statutory cancellation or other legal rights available to them.
Where a customer chooses to return an item solely because they do not wish to accept a replacement part, and the item is otherwise functional and the return is a change-of-mind return, applicable collection and return costs may be deducted from any refund where permitted by law.
Returns of Assembled Items
Change-of-mind returns will not be accepted once an item has been partially or fully assembled. We strongly advise customers to inspect all components before assembly.
Where a customer reports a genuine fault or defect with an assembled product, the matter will be assessed in accordance with the customer's statutory rights. We may request photographs, videos or other reasonable evidence to establish the nature and cause of the issue. Nothing in this section limits statutory rights that cannot legally be excluded.
External Contractors and Fitters
If you intend to use an external contractor, tradesperson or furniture fitter to assemble your item, please ensure that all packages, components and fittings are checked for completeness and damage before the contractor begins work.
FurniComp cannot accept responsibility for costs charged by external contractors where an item has not been inspected before assembly.
Any damage caused during unpacking, installation or assembly by you or an external contractor appointed by you may not be covered by FurniComp.
If a component appears damaged or missing, please contact us before arranging assembly.
Missing Parts
If you discover that a component or fitting is missing, please contact us at support@furnicomp.co.uk as
soon as possible and provide:
• Your order number
• The part number from the assembly instructions
• A photograph of the relevant packaging where possible
• Confirmation of which components are missing
We will assess the issue and, where appropriate, arrange replacement components.
Incorrect Items
If you have received an item that is different from the item ordered, please contact us at support@furnicomp.co.uk as soon as possible.
Please provide your order number and photographs of the item received, including the packaging and product labels where available. Please do not assemble an incorrect item. We will assess the issue and arrange an appropriate resolution.
Cost of Returns
For change-of-mind returns, where the customer is responsible for the cost of returning the goods, the cost will depend on the size, weight and collection address of the item. Where a return collection is required, we will charge the applicable courier collection cost and, where permitted by law, deduct this amount from the refund.
We will not charge customers return costs where the return is required because we supplied an incorrect item or where the goods are faulty or damaged in circumstances for which FurniComp is responsible.
Missed Deliveries & Returned Items
Customers are responsible for ensuring that someone is available to receive the delivery at the agreed date and time and that the delivery address and contact details provided are correct. Where a delivery is unsuccessful due to circumstances within the customer's control, including nobody being available to receive the goods, incorrect delivery information or an unjustified refusal to accept delivery, any reasonable additional delivery costs incurred may be passed to the customer. Where multiple delivery attempts are made and the goods are subsequently returned to FurniComp, the customer may be responsible for reasonable delivery and return costs where permitted by law. These costs may be deducted from any refund due or may need to be paid before a further delivery is arranged. FurniComp cannot be held responsible for additional costs arising from missed deliveries or unsuccessful delivery attempts where these are outside our control.
Important Information About Your Statutory Rights
Nothing in this returns policy is intended to exclude, restrict or override any rights you have under UK consumer protection legislation. In particular, where goods are faulty, defective, not as described, not of satisfactory quality or otherwise fail to conform to the contract, you may have statutory rights and remedies. Our 14-working-day damage reporting requirement is intended to encourage prompt inspection and
reporting of delivery damage and to assist us in establishing the cause and timing of damage. It does not remove statutory rights that cannot legally be excluded.
Contact Us
For all order-related enquiries, including amendments, cancellations, returns, missing parts, incorrect
items and damage reports, please contact:
FurniComp LTD
support@furnicomp.co.uk
When contacting us, please include your order number wherever possible so that we can deal with your
enquiry as quickly as possible.