Return Policy
14 Day Hassle Free Return & Exchange Policy
All furniture purchases made with us are covered under our 14-Day Money Back Guarantee.
If you've changed your mind about your furniture, simply let us know within 14 days of receiving your order and arrange to return the item to the designated depot, and your refund will be processed once the item has been received back in the same condition as delivered. All refunds are issued using the same method used for initial payment and take 5-10 working days once processed. A collection service is available and is quoted based on item specifications and postcode.
Return Eligibility
In order to qualify for a return, you must request a return in writing within 14 days of receiving delivery of your items by email on sales@wardrobedirect.com, the item must be in perfect, saleable condition and in the original packaging. No assembly, fitting, or any modification must have been made to the item.
Exceptions
Clearance items, personalised or custom-made items are not eligible for return. Any accessories, extra options, add-ons for your furniture are not eligible for return unless they are returned together as part of the whole order.
How to return the items?
1. Email sales@wardrobedirect.com or reply to your order confirmation email within 14 days of delivery.
2. Include details about your return and provide the reason for your return.
4. Package the Item(s) in their original packaging. Please ensure all parts are in the original packing way.
5. Please have the packaged items ready to be collected on the day we have assigned to you.
You will receive a notification email within 3-5 working days after we received your item(s), and when refund is processed. The refund will be made to the account that the funds were originally drawn from.
Please note that for credit card payment refund, please allow up to one billing cycle for your account to be credited. Please do not request a charge back from your credit card company or bank during the return process due to the time it takes to resolve charge back disputes can take a further 60 days. It is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.
A few items that can’t be returned, including:
1.Clearance items
2.Customised/Made to order items
3.Offline purchase (items or parts unlisted on our website)
4.Items marked “Non-Returnable” on the product page
5.Any accessories, extra options, add-ons for your furniture
6.Please note, any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.
General Return
You can initiate a return within 14 days of receipt if you are not satisfied with the items. All returned items must be in brand-new condition, uninstalled and/or non-assembled, unused, no pieces missing and with original tags and packaging. If you have qualified for a return and received free delivery when you ordered the item(s) then you will have to pay for the original cost of delivery and the return or exchange cost if no quality issues are involved. We reserve the right to deduct a re-stocking fee of 15% from your refund when the returned item is not considered to be in its original packaging/condition or already been damaged.
Defective Return
To qualify for a defective return, one of the following must apply:
-Item has a defect, or is faulty or malfunction
-Arrived Damaged
We recommend you to check the items on the day of receiving your items and any defect must be raised to the delivery driver on the same day. If you find further defects after you have accepted delivery then you must report the defects within 48 hours of receipt and report to our customer services team on sales@wardrobedirect.com as soon as possible. Please offer the copy of your original order confirmation, confirm the item number & QTY of the defective item(s), photographs or video clearly showing the defect(s). Depending on the investigation of the defects raised, we will be responsible for refunds, exchange or replacements according to your preference within 14 days of receipt. After 14 days, WARDROBE DIRECT will make every attempt to rectify, But manufacturer defects found after 14 days of receipt will be forwarded to the manufacturer’s warranty.
Supplement Terms
1. Damaged items means items that have been damaged in shipping.
To help you efficiently, please report to customer service about the damaged product within 48 hours after you received the item and do not discard the damaged item and its packaging.
2. Undeliverable and Refused Package
If a delivery is refused for any reason or considered undeliverable due to an invalid shipping address or the addressee not being available to accept delivery, their will be charges applicable to the order that may include, but not limited to extra shipping charges and handling fees.
Frequently asked Questions
We hope you love your products but on the rare occasion you don't really love your furniture, our return guide will make it clear what happens next, this policy covers everything you buy from FurnitureInstore.
Don't want your furniture any more?
That is no problem, we accept everyone makes changes. We are happy to offer a full refund minus any courier costs incurred to us, this varies on the item size and weight. This applies to products as long as they are in the same condition as sold to you, this includes the original packaging and all items, not assembled and not damaged.
We can process any return request by simply contacting us via a phone call, email, or letter. You must be within your return window to process a successful return.
Can I cancel my order before delivery?
If your order hasn't been dispatched for delivery and you have changed your mind about your purchase, it is very simple to cancel your order. Just send us an email on sales@wardrobedirect.com and we can cancel your order without a problem. We might ask why you want to cancel your order this is done to ensure we always improving.
If you have found an identical item we retail cheaper somewhere else please let us know and we will endeavour to price match, all you need is a quote from a competitor or a website link for the same product.
what are the return costs?
We would love to offer a free return service on the items we sell but unfortunately, this is not the situation. The return costs vary depending on the item you are returning, for example, a wardrobe the cost is going to be a minimum of £50 but will increase for heavier products and combination sets such as a 4 door sliding wardrobe. We will never charge more than £100 for a return request.
Smaller items will be significantly less, once again this is dependant on weight and size.
How do you process the refund?
We will refund your monies back into the same payment method you used for your order.
If you used a credit or debit card using our Stripe terminal you should receive your monies back within 3-5 working days of the refund being issued not return being performed.
if you used PayPal and have an account with them the refund normally is performed and back into your account the same day of the refund being issued and not the return being performed.
The furniture items need to be inspection by our technicians prior to a refund being issued. This is to ensure the items are in the same condition as sold in.
Return summary
- You have the right to cancel your order for up to 14 days after placing your order and 28 days after receiving your order.
- If you wish to return goods, they must include the original protective packaging and not used.
- Assembled items must be un-assembled and placed back in its wrappings and box
- Custom made to order items are not refundable if they are already in production.
- Please do not order multiple items to later return your unwanted item
- If you wish to return any goods, please contact us and we will log it on our system and plan accordingly.
- You are liable for the logistics cost of returning the goods that can be between £50 to £100 depending on the size of the items and number of boxes involved.
- You will be liable for the initial delivery costs of your order. If you had free delivery, we can charge you up to £100 for the logistics cost of your wardrobe depending on the size of your order and your location.
- Assembly costs are only refundable if cancelled up to 24 hours before the day of assembly.
- The refund of your ordered items will take place after the goods have been collected and returned back to our warehouse for inspection within 14 days.
Exchange Process
If your item(s) are eligible for a return according to the above conditions you may choose to swap or exchange your item(s) for a different size or colour. You will be required to order the new item(s) you wish to exchange to and paid in full. We will deliver your new item(s) and arrange collection of the original items for inspection. If your returned items meet the above return eligibility conditions following a satisfactory inspection by our warehouse team concluding the returned items being fit for re-sale, we will issue a refund on your returned items. Please note that according to our terms and conditions, delivery and collection fees are none refundable. If you did not pay for delivery costs at time of order due to a promotion, you will be charged the standard delivery and collection fee for the size, weight and area, according to our terms and conditions before your refund for the original items.
Read more about our delivery policy here
This policy does not affect your statutory rights.