At Florence Furniture, customer satisfaction is important to us. This Refund Policy explains how cancellations, returns, refunds and deductions are handled when purchasing through our website.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at florence-furniture@outlook.com.
For most online purchases, you have a statutory right to cancel within 14 days of receiving your goods, subject to applicable legal exceptions. Certain cancellation rights may also apply before delivery.
If your order has already been dispatched or delivered, you must follow the applicable cancellation and returns process. We will explain the next steps and any applicable return arrangements.
Some genuinely personalised or bespoke products may be exempt from the statutory cancellation right. However, a product is not automatically exempt simply because it is made to order.
Returns & Change of Mind
If you change your mind about a purchase made online, you will generally have 14 days from the day after receiving your goods to notify us of your decision to cancel.
After notifying us, you will generally have a further 14 days to return the goods.
Customers are responsible for the direct cost of returning goods for a change-of-mind cancellation, provided this was disclosed before purchase and subject to applicable law.
Furniture should be handled with reasonable care. If goods have been handled beyond what is necessary to inspect their nature, characteristics and functioning, we may be entitled to deduct an amount for any resulting loss in value, where permitted by law.
Faulty, Damaged or Incorrect Items
If your furniture arrives faulty, damaged or not as described, please contact us as soon as possible at florence-furniture@outlook.com.
Please provide your order number, a description of the issue and clear photographs or videos where possible. We may request additional evidence to help investigate the issue.
We will assess the circumstances and arrange an appropriate remedy in accordance with the Consumer Rights Act 2015 and other applicable legislation.
Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund. Return or collection costs for faulty goods will be handled in accordance with your statutory rights.
Our returns policy does not restrict or replace any legal rights you may have.
Refund Processing
Once your return or refund request has been assessed and approved, we will notify you of the outcome.
Where a refund is due, it will generally be issued using the original payment method unless you expressly agree otherwise. We will process refunds within the applicable legal timeframe.
For statutory cancellations, refunds must generally be issued within 14 days of receiving the returned goods or, where earlier, receiving evidence that the goods have been sent back. We may withhold the refund until the goods are received or sufficient evidence of their return is provided, as permitted by law.
Delivery Charges
For a valid statutory cancellation, the standard delivery charge will generally be refunded where required by law. If you selected a more expensive delivery option, we may only be required to refund the cost of our least expensive standard delivery option.
For change-of-mind returns, customers may be responsible for return delivery costs where this was disclosed before purchase and permitted by law.
Where goods are faulty or another legal remedy applies, delivery charges and collection costs will be handled in accordance with applicable consumer legislation.
Deductions from Refunds
We may make a deduction from a refund where legally permitted, including for a reduction in the value of goods resulting from handling beyond what is necessary to inspect them.
Any deduction will be assessed fairly and based on the circumstances. We will not apply automatic deductions or restocking fees where these would unlawfully restrict your statutory rights.
Made-to-Order Furniture
Some products are made to order and will be identified on the relevant product page.
Made-to-order status does not, by itself, remove the statutory right to cancel an online purchase. Exceptions may apply to genuinely personalised or bespoke goods made to the customer’s specifications.
If you are unsure whether a product qualifies for an exception, please contact us before placing your order.
Refunds for Delivery Problems
If a delivery cannot be completed because the customer is unavailable, the property is inaccessible or the furniture does not fit, please contact us to discuss the available options.
Any proposed redelivery charges or deductions will be explained before proceeding and will be subject to applicable consumer law.
If Florence Furniture or its delivery provider is responsible for the delivery issue, we will work with you to resolve the problem appropriately.
How to Request a Refund
To request a cancellation, return or refund, please email:
florence-furniture@outlook.com
Please include:
- Your full name.
- Your order number.
- The item you purchased.
- The reason for your request.
- Photographs or videos, where relevant.
Our team will review your request and explain the next steps.
Your Statutory Rights
Florence Furniture is committed to complying with applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.
Nothing in this policy excludes or limits any statutory rights or remedies that cannot legally be excluded or limited.
For any questions about refunds, please contact our customer service team at florence-furniture@outlook.com.
