Returns Policy

At Furniture Castle, we’re committed to providing you with quality products and making your shopping experience as seamless as possible. If you need to return an item, this policy explains everything you need to know.

Your Rights

We comply with your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This includes your right to cancel most online purchases and obtain a refund within the legal cancellation period.

Should your product be faulty, damaged, or not as described, you may be entitled to a repair, replacement, or refund depending on the situation.

Our Returns Policy

1. Change of Mind

We understand that sometimes you may change your mind, and we’re happy to accept returns in such cases, provided the following conditions are met:

  • You notify us of your decision to return the product within 14 days of receiving it.
  • The product is unused, in its original packaging, and in resaleable condition, with all parts, accessories, and any accompanying manuals included.
  • For hygiene-sensitive items, any seals or security tags must remain intact.

Restocking Fee: For items returned due to a change of mind, a 10% restocking fee will be deducted from your refund amount. This fee helps cover our processing, inspection, and repackaging costs. Please note, this fee does not apply to faulty, damaged, or incorrect items.

Important: Customers are also responsible for return shipping costs in the case of a change of mind.

2. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or isn’t what you ordered, we’re here to resolve this quickly and efficiently. Please contact us within 30 days of receiving the item, and we’ll offer a repair, replacement, or refund based on your preference.

To help us help you, we may request photographic evidence of the issue. For faulty, damaged, or incorrect items, Furniture Castle will cover any return shipping costs.

For faults that occur after 30 days, please reach out to us, and we’ll assist you with options such as repair, replacement, or a partial refund depending on the specifics.

3. Items Excluded from Returns

Certain items cannot be returned unless they are faulty or not as described. These include, but are not limited to:

  • Bedding and Hygiene Products
    • Mattresses, mattress toppers, and protectors
    • Pillows and duvets
    • Bedding such as sheets, duvet covers, and pillowcases
    • Toilet seats
  • Custom and Personalised Items
    • Products made to your specification or customised for you.
  • Hygiene-Sealed Products
    • Any product featuring hygiene or security seals, where the seals have been broken or tampered with.
  • Gift Cards and Vouchers 
    • Physical or digital gift cards.
  • Special Conditions
    • Items sold as ex-display, “less than perfect,” or with faults identified at the time of purchase.

This list is not exhaustive, and we reserve the right to evaluate returns on a case-by-case basis.

4. How to Return an Item

To return an item, follow these steps:

  1. Contact Us
    Please email or use our website’s contact form to inform us of your return. Include your order details and reason for return. For faulty items, attach photos if possible.
  1. Receive Confirmation
    Once your return is approved, we’ll provide you with a return reference number and instructions on how to send the item back.
  1. Send It Back 
    • Securely package your item to prevent damage in transit.
    • Clearly mark the package with your return reference number.
    • For change-of-mind returns, please arrange and pay for shipping.

5. Refunds

Refunds are processed within 7–10 working days of receiving and inspecting the returned item. Refunds will be issued to your original payment method.

For change-of-mind returns, refunds will cover the product cost only (excluding shipping). The 10% restocking fee will also be deducted.

For faulty, damaged, or incorrect items, return shipping costs will be reimbursed, and no restocking fees are applied.

6. Additional Information

  • Proof of Postage: Always retain your proof of postage until your return is processed fully. This helps safeguard against items lost in transit.
  • Reasonable Care: When returning your item, ensure it’s packaged securely. Damage caused by poor packaging during transit may affect your eligibility for a full refund.

Contact Us

Have questions or need assistance? Get in touch via the Help section on our website. We’re here to help and ensure your return process is hassle-free!

Thank you for shopping with Furniture Castle