Refund and Returns Policy
Our Returns and Refunds Policy
At Unique Furnishings Ltd, we want you to feel confident when ordering furniture from us. If you have a problem with your order, such as delivery damage or a faulty component, please contact our customer service team so we can help resolve the issue.
This page explains our approach to cancellations, refunds, damaged furniture and faulty products. It should be read alongside your statutory consumer rights, which are not affected by our returns policy.
Damaged Furniture
We understand that furniture needs to arrive at your home in good condition.
If your furniture is damaged during delivery, this is our responsibility. Please contact us as soon as possible after delivery and provide details of the damage. Photographs may be requested to help us assess the issue and arrange an appropriate solution.
Depending on the circumstances, we will work with you to resolve the problem, which may include arranging a replacement component or another appropriate remedy.
Please keep the packaging where possible until any delivery issue has been resolved, as it may be useful when assessing or arranging a solution.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible and provide your order number.
Cancellation Before Delivery
If you cancel your order before it has been delivered, our stated policy is to provide a full refund of the amount paid.
The refund will be processed using the applicable payment method and in accordance with the relevant consumer protection requirements.
For online purchases, customers may also have statutory cancellation rights. These rights can apply even where an order has not developed any fault.
Cancellation After Delivery
If you wish to cancel or return an order after delivery, please contact us before arranging the return.
Our standard policy is that the customer may be responsible for the applicable one-way delivery/collection cost associated with returning the furniture, where such a charge is legally permitted and applicable to the circumstances of the return.
This does not affect any statutory rights you may have under UK consumer law. For online purchases, statutory cancellation rights and the associated rules on delivery and return costs may apply.
Refunds
Where a refund is agreed or legally required, we will process it in accordance with the applicable circumstances and consumer protection requirements.
For an order cancelled before delivery under our stated policy, we will refund the amount paid.
Where goods are returned following a statutory cancellation, specific rules can apply to the timing and amount of the refund. For example, GOV.UK states that online customers who exercise their statutory cancellation right generally must receive their refund within 14 days of the relevant return or evidence of return, subject to the applicable rules.
The method and timing of your refund may also depend on the payment method used for the original order.
Delivery Damage
If your furniture arrives damaged as a result of delivery, please contact us promptly.
Delivery damage is our responsibility, and we will assess the issue and arrange an appropriate solution.
To help us deal with the matter efficiently, please provide:
- Your order number
- Your name and contact details
- Details of the damaged item
- A description of the damage
- Photographs of the damaged furniture
- Photographs of the packaging, where available
Please do not attempt to repair or modify damaged furniture before contacting us.
Faulty Products
If you discover that a product or component is faulty, please contact us with your order details and information about the problem.
Where a fault relates to a replaceable furniture component, we will arrange a replacement faulty part, subject to assessment and the circumstances of the issue.
Please provide photographs or other information where requested so that we can identify the faulty component and arrange the appropriate replacement.
Our policy does not limit your statutory rights. Under UK consumer law, customers can have rights to repair, replacement, refund or other remedies depending on the nature of the fault and when it occurs.
Returns Exclusions
Some products or circumstances may be subject to specific return conditions or statutory exceptions.
Before returning an item, please contact us so that we can confirm the appropriate procedure for your order.
Where applicable, exclusions may include products that have been made or personalised specifically for a customer or other goods that fall within statutory exceptions to cancellation rights. UK consumer law provides specific exceptions to the normal online cancellation rules.
We will not use an exclusion to remove a consumer’s statutory rights where those rights apply.
Customer Responsibilities
Customers can help us deal with returns, cancellations and product issues quickly by following these steps:
Check Your Order
Please check your furniture and order when it arrives and contact us promptly if you identify damage or a problem.
Provide Your Order Number
Please provide your order number whenever contacting us about a return, cancellation, damaged item, or faulty product.
Provide Accurate Information
When reporting a problem, please provide clear information about the issue and the product concerned.
Provide Photographs When Requested
Photographs can help us identify delivery damage or a faulty component and determine the appropriate solution.
Do Not Attempt Unauthorised Repairs
Please contact us before attempting to repair or modify a damaged or faulty product.
Keep Packaging Where Possible
If there is a delivery-related problem, retain the original packaging where possible until we have advised you what to do.
How to Request a Return or Cancellation
If you need to cancel an order or report a problem with your furniture, please contact us with:
- Your full name
- Order number
- Product name
- Delivery date, where applicable
- Reason for cancellation or return
- Photographs, where relevant
- Your preferred contact details
Our team will review the request and explain the next steps.
Contact Us
If you have a question about a return, refund, cancellation, damaged furniture, or faulty product, please contact Unique Furnishings Ltd.
Unique Furnishings Ltd
261 Manningham Ln
Bradford
BD8 7EP
United Kingdom
Telephone: +44 1274 496666
We recommend contacting us as soon as possible if you have a problem with your order so that we can help resolve it efficiently.
Important Information
This page explains Unique Furnishings Ltd’s general returns and refunds policy. It does not replace or restrict any rights you may have under applicable UK consumer law. Where statutory consumer rights apply, those rights take precedence over any conflicting wording in this policy.