Return & Refund Policy

Return Policy

  • All purchases made with us are covered under our 14-Day Money Back Guarantee.
  • If you've changed your mind, simply return the item to the designated depot and your refund will be processed once the item has been received back. All refunds are issued using the same method used for initial payment and take 2-5 working days once processed. Collection service is available and is quoted based on item specifications and postcode.

Return Eligibility:

  • In order to qualify for return, the item must be in perfect, resalable condition and in original packaging. No assembly, fitting or modification must have been made to the item. Clearance items, gift certificates, personalised and custom-made items are not eligible for return. For hygiene reasons, mattresses, duvets, bedding and other close contact products are not eligible for return once they have been removed from their packaging.

Damaged Items:

  • We do our best to ensure all items are sufficiently packaged for transit. If you have received a damaged item or are missing parts, please report this to us within the return period and we will arrange replacements for you as quickly as possible. Please note the lead time for replacement parts varies from item to item and may take up to 14-21 working days.

Important Points for Damage Claims:

  • If your package is even slightly damaged, it is imperative that you clearly state "Damaged" on the courier sheet BEFORE signing for delivery. If your package is considerably damaged, you may refuse delivery. Once the damaged item has been returned to us by the courier, a new replacement will be shipped out to you.
  • If you have accepted the item and discover damaged/missing parts within the package, please let us know immediately and we will arrange to send you replacement parts free of charge. Please remember, if the package was signed for without a damage note, we only have up to 48 hours to lodge a claim with the courier for the contents of the package after which, claims may not accepted free of charge.
  • If you decide to not receive replacement parts, the item can be returned under our standard returns policy.
  • If we are unable to resolve the issue for you with replacement parts or a full replacement, we will arrange free collection of the item and issue you a full refund.

HOW TO SUBMIT A RETURN?

  • To submit a return, request an exchange/replacement or if you have not received your item, please email at sales@furniturewave.co.uk
  • For our full terms and conditions, please click here

Refund Policy

  • We offer a 14-Day Money Back Guarantee on all our items. In the event you are not fully satisfied with your purchase, you can return the item within the 14-Day period and get a refund or exchange for an alternative item.
  • To process a refund request, the item must be in its original, resaleable condition. Adequate photographic proof must be provided for preliminary inspection, guidelines for which are provided when the request is made. Once confirmed, the item must be returned to the designated depot in its original packaging and in a resaleable condition where it will be inspected and upon approval, a refund request will be processed. A collection service is available and is charged depending on item, location and type of service requested.
  • All damage/fault reports must be made within 30 days from the day of delivery or charges may incur for any replacements.
  • If an item is showing significant damage on delivery, you must take pictures as proof, reject delivery immediately and report this to us with the images. As soon as the item arrives back, we will resend a full replacement. Please note accepting delivery with clearly ripped packaging or exposed damage is implied acceptance of the item as "fit for purpose" and only replacement parts can be provided in such cases.
  • In cases where the item is returned for reasons other than manufacturing fault, the initial delivery charge paid is non-refundable. For orders where a free delivery was offered, including those on our website, a charge of £29 - £199 will be deducted to cover the initial delivery cost (depending on item). Each additional item is charged at £29/item.
  • If a collection service is opted for, the item will normally be collected within 10-21 working days. This is subject to the nature of the item, season, route and capacity.
  • Refunds are processed back using the initial method used for payment or via bank transfer and may take up to 7 working days to show in your account.
  • If a collection service is opted for and upon physical examination, the condition of the item does not match the photographic proof provided, the item will not be collected and the handling charge will not be refunded. A full collection charge will incur again for a second attempt. The same is applicable for a failed collection attempt.
  • Should a collection attempt fail or the item be in less than satisfactory condition, we reserve the right to refuse return or may offer partial refund only.
  • Once the 14-Day period has lapsed, the items are not eligible for a refund.
  • The 14-Day Money Back Guarantee does not apply to clearance items, bulk orders (3 units+) and orders where a special discount has been provided.
  • The 14-Day Money Back Guarantee applies to mattresses, duvets, bedding products and other close contact items ONLY IF the item remains in brand new, resaleable condition and in packaging. If the item is found to have been used, the guarantee is void and the item cannot be returned.
  • For a faulty item, adequate photographic proof must be provided for preliminary inspection and can be uploaded with the return or exchange request on the returns page. Once the fault is confirmed, we will arrange to collect the item for replacement or repair within 14-21 working days.
  • Only damaged parts are replaced, not complete items. The customer is responsible for clearly communicate the exact part numbers from the instruction manual. If the wrong parts have been indicated by the customer, charges will incur for any new parts requested including delivery costs.
  • In cases where after inspection of the photographic proof, our technical team is unable to determine a manufacturing fault, the item must be returned at the customer’s cost or collection charges will incur.
  • If the item is found to be damaged due to mishandling or improper assembly, no refund will be issued.
  • Items with mirror/glass must be checked on delivery and no claims will be entertained for mirror/glass damage if this has not been recorded on the courier sheet.
  • If fitting for an item has been purchased, any damage must be clearly indicated to the fitter upon job completion and reported to us with photographic proof within 24 hours from the time of the fitting.
  • If a flatpacked item has been fitted, it is no longer in resaleable condition and is not eligible for return. Customers must fully inspect all parts within a flatpack to ensure they have everything available in good order prior to attempting fitting. If an item has been fitted and parts are later reported as damaged or missing, only replacement parts are provided. This is done only if the photographic proof does not show negligence or damage due to improper fitting. No refunds are possible.
  • If a customer has expressly authorised the courier to leave an item in a safe place, any rights to loss/damage claims are effectively waived by the customer.
  • Some items, especially those that come assembled, might experience minor damage while being delivered into the premises. Unless this significantly affects the overall functionality of the product and/or its cosmetics, the item is not considered faulty/damaged.
  • For logistic reasons, fitting service (where applicable) may be done on item delivery or booked in separately on another day. We are unable to guarantee delivery and fitting at the same time.
  • Damage as a result of customer handling is not covered under the money back policy and the full invoice remains payable.
  • Time taken for replacements varies from product to product. We strive to resolve all replacement/repair requests within 14-28 working days. However, for certain parts, this can take longer. We are not responsible for any loss incurred as a result of the product being faulty.
  • Unless otherwise stated, please note all dimensions on product listings are approximate.
  • The items are not covered under any warranty unless stated otherwise.
  • Risk of damage to or loss of the products shall pass to the customer upon delivery.
  • We reserve the right to make the final decision on a refund/replacement request.

 

HOW TO SUBMIT A REFUND?