Return Policy

Scope and Intent

This Return and Refund Policy applies to all purchases made through the thefurniturehaven.co.uk  website.

Your Consumer Rights

Our Returns Policy does not detract from your statutory rights, more information on which can be obtained through your local Citizens Advice Bureau (www.citizensadvice.org.uk).

Our Returns Policy accords with your right to cancel a contract formed at a distance under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, 2013.

All of our terms and conditions shall be regulated by prevailing UK Laws and Regulations. In the unlikely event of a dispute, the Laws and Regulations of English Law shall govern any actions related to these terms.

Common Sense and Customer Service

We obviously want to avoid the need for any returns by providing you with what you want – your goods, delivered on time, as expected and in great condition. Often a conversation can avoid a lot of paperwork, for example, when a flat packed item is delivered with some missing screws, or fittings etc. We would ask our customers to first consider whether a Return is the answer to their needs, or whether we can offer an alternative solution to rectify your problem.

You can always contact us for any return question at hello@thefurniturehaven.co.uk.

Returns Policy 1: Cooling Off Period

Your entitlement to a statutory cooling off period begins from the date on which you placed your order (either online or via telephone) and ends 14 days after the date that the goods are received. You are advised to inform us in writing (email both acceptable and preferred), during the cooling off period, that you are cancelling the contract.

If you have NOT RECEIVED THE GOODS at the time you inform us of the cancellation, and the GOODS HAVE NOT YET BEEN PROCESSED FOR DELIVERY, we will refund you all monies paid by you for the goods ordered, including any additional delivery surcharges that may have applied due to your postcode. Refunds shall be made using the same form of payment originally applied to the purchase at the earliest possible opportunity, and in any event within 30 days of the cancellation being accepted.

If you have NOT RECEIVED THE GOODS at the time you inform us of the cancellation, but the GOODS ARE PROCESSED FOR DELIVERY AN ARE EN-ROUTE, you are advised to reject the goods at the point of delivery i.e. not accept them. In these instances, a refund can be processed once the goods have been returned back to our delivery location. If the delivery attempt has been made by our couriers, this service will incur excess charges and we reserve the right to deduct these charges from your refund if your order is cancelled after dispatch or whilst in transit. Refunds shall be made using the same form of payment originally applied to the purchase at the earliest possible opportunity, and in any event within 30 days of the cancellation being accepted.

Should you decide to cancel the contract AFTER RECEIPT OF THE GOODS, the goods must be returned to us as soon as possible. Upon receipt of your goods in line with our Shipping Policy, you are their owner and are entirely responsible from this point forward for their care, including loss and/or destruction. You should follow the relevant sections of the Returns Policy regarding contacting us to arrange for our couriers to collect the unwanted goods. We will refund you all sums paid by you for the now unwanted goods in question, including, where applicable, any additional delivery surcharges that may have been applied due to your postcode, less the cost of return shipping. Refunds shall be made using the same form of payment originally applied to the purchase at the earliest possible opportunity, and in any event within 30 days of the cancellation being accepted. Upon return, if it is considered that the value of the goods has been diminished in any way as a result of you handling the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods, we reserve the right to recover that amount up to the contract price directly from you. If the returned goods, upon reasonable inspection, can be determined to not have been looked after with reasonable care, and are not in the condition that they were in when delivered to you (including the return of the original packaging), we reserve the right to pursue a claim against you separately.

In the unlikely event that you do not return the goods to us after invoking your rights under the cooling off period, we shall consider this to be a revocation of your right to cancel the contract and that you have accepted the goods as is.

Returns Policy 2: Acceptance of Goods at Delivery

Upon receipt of your goods in line with our Shipping Policy, you are responsible for their care thereafter up to the point where, if a return is requested and accepted, the goods are transferred to the collection service.

Acceptance represents your inspection of the goods to establish that the nature, characteristics and functioning of the goods are in line with reasonable expectations arising from the product advertisement, including, but not limited to, assessing the completeness of the delivered package against any assembly instructions provided.

Customers must open any packaging supplied in such a way that it can easily be put back together and returned undamaged if required. It is a condition of any refund offered that goods are returned, undamaged and showing no evidence of attempted modification or assembly, within their original packaging and customers are strongly advised to take proper care in this respect.

A substantial number of our products are handmade, and crafted from solid wood, hence variations in texture, size, finish, colour, grain patterns, knots and movement of timber are an integral element of the production process. Customers are advised to familiarise themselves with the nature of hand-crafted, solid wood products to better manage their expectations in this regard. We view any variations such as identified above as natural occurrences, not defects, and therefore not a valid reason for rejection of the product. To give greater clarity, some representative, but not exhaustive, examples follow of what we consider to be natural attributes of our hand-crafted, solid wood products:

·         Different shades of wood or finish;

·         Minor design differences from images, for example, subtle differences in hand-carvings compared to the published picture;

·         Small filler marks, to the extent that the filler does not cover a high percentage of the piece;

·         Reasonable, and minor, differences in dimensions. This applies to the positioning of shelves, or product height etc.  and not just overall dimensions;

·         Two pieces that are not identical, for example, two dining chairs with opposing grain patterns. Customers seeking such uniformity should speak to our sales team who can investigate the procurement of ‘bespoke’ products of this nature;

·         Fabric orientation may differ from that shown in images;

·         Fabric colour appearing different to picture, generally caused by the difficulty in colour rendition across different computers;

·         Gaps around drawers and doors to account for temperature variations;

·         Regarding painted and/or screen printed items, a slight off-touch can arise as the manufacturing process is manual and variations occur due to, for example, wood surface conditions; and

·         Upholstered furniture has variations from batch to batch. If you are seeking a complete set of identical upholstered items with a minimum number of variations, you are advised to speak to us to arrange a ‘bespoke’ order with our suppliers who will take steps to minimise variations in their processes by batch processing.

Upon receipt of your goods, notably in relation to those sent flat-packed, we recommend that you follow any assembly instructions provided carefully, step by step, as we will not be held liable for damage claims due to incorrect assembly.

Returns Policy 3: Requesting a Return

We generally consider returns on account of manufacturing defects and/or transit damage, subject to the review of the goods and approval thereafter by one of our Returns Team. Customers are advised to refer back to the earlier section if they are purchasing hand-crafted, solid wood items for more specifics on what may or may not be considered a defect.

Operating Procedure for Requesting a Return:

1.       The customer submits a Return Request in writing (email is acceptable, and preferred) WITHIN 24hrs OF DELIVERY, the request to contain, as a minimum, the following:

a.       Order Number;

b.       Product Number / Reference;

c.       Your description of the defect in writing to assist our Returns Team in their assessment;

d.       Photographic evidence of the defect to assist our Returns Team in their assessment; and

e.       Photographic evidence of the item, repackaged in it’s original packaging and ready for collection.

2.       Our Returns Team will assess the evidence provided and determine whether the proposed return is valid. This is usually done within 48 hours, but this may vary according to business demands.

3.       Assuming the Return Request has been accepted, we will contact you directly to arrange for the collection of the package.

For the avoidance of doubt, goods delivered flat-packed that show any signs of assembly, or goods that have been fully or partially assembled subsequent to delivery, will not be considered for return.

To start a return, you can contact us at hello@thefurniturehaven.co.uk.

Collection of Refund Requested Items

Collection of such goods will only be made from the address to which the original delivery was made, and is subject to the following conditions:

1.       You provide us with as much detail as possible relating to any features of your property that could impact the delivery driver’s collection, including, but not limited to, car parking restrictions, elevator conditions, narrow doors etc. to assist their preparations for the collection. Please note that the default expectation is that a collection will be made from the ground floor only, therefore customers should be prepared to move goods to a suitable location themselves;

2.       You agree to ensure that there is suitable access available at the collection time and location;

3.       If, upon arrival at the collection location, our representative reasonably considers that the collection of the goods from your premises is likely to cause damage to either the goods or the property, they will inform you of this and document this concern. You may instruct our representative to proceed with the collection in spite of any concern raised, however we will not be liable for any damage caused to your property or to the goods as a consequence of attempting the collection at your instruction provided, assuming that reasonable care is taken by our representative in collecting the goods;

4.       You agree to provide our representative with all goods that require return, including all component parts of such goods and all related items and/or accessories, including all of the original packaging, that are included within the price of the item that you are returning. We reserve the right to reduce any refunded amounts for the cost of replacing any such missing items;

5.       You will be asked to sign a collection document by our representative, which must be done prior to any collection taking place; and

6.       If you are personally unavailable at the time and location of the arranged collection, you may appoint a representative to undertake this on your behalf. This person must be an adult capable of supervising the collection, and you agree that we will be able to rely upon your representative’s instructions as if they were your own. You must provide us with reasonable notification (in writing, email accepted and preferred) of any such change arising. Whilst circumstance may dictate how these changes arise, should our collection agent arrive for the collection before we have been able to share any notification of change with them, they may reasonably reject the collection, resulting in additional costs being incurred that we reserve the right to recover.

Returns Policy 3: Refund, Replace, Repair

Naturally, we seek to provide you with the highest quality of product, therefore should your purchase have been unsatisfactory we hope that you would reach out to our Customer Service team and we can look to find the best solution to your issue, which may be to issue a replacement item, or even to repair and reissue the item in the case of our more bespoke, hand-crafted product offerings.

Should you elect to seek a refund, subject to your compliance with the preceding paragraphs, we will refund the price you paid for the goods, less any charge for return delivery, and credit the refund you are due to the credit or debit card that you made payment with.

We will make any refunds due to you within a reasonable period of time after we have received the goods, normally 3-5 working days, but in any event within 30 days of the collection of the returned goods.

Contact Information

For questions about returns and refunds, please contact our customer service via:

 - Email: hello@thefurniturehaven.co.uk

- Phone: +44 842 122 9450

Mailing Address:  Suite 241, 80A Ruskin Avenue, Welling, DA16 3QQ.

Alternative contact methods can be found on our Contact Us page.