UK consumers buying furniture online have specific legal protections beyond whatever a retailer's own returns policy states — worth knowing both your rights and how they compare to what a retailer voluntarily offers on top.
Your Legal Cooling-Off Period
Under UK distance selling regulations, you generally have 14 days from delivery to cancel an online order for any reason, without needing to give a justification. This is a legal minimum that applies regardless of a retailer's own policy.
Faulty or Not-as-Described Items
Separately from the cooling-off period, if an item is faulty, damaged, or significantly different from its description, you have rights under the Consumer Rights Act to a repair, replacement, or refund — this isn't time-limited to 14 days in the same way and can apply for longer if a fault emerges later.
What Furnecia Offers on Top
Beyond the legal minimum, we offer a straightforward 30-day window during which you can choose a full refund or a replacement, whichever suits you better — a longer, clearer window than the legal minimum requires.
What's Typically Excluded
Standard consumer protections generally don't cover damage caused after delivery through misuse, nor do they typically require a retailer to cover return shipping costs for a simple change of mind (as opposed to a fault) — check the specific terms of any return for clarity on this.
How to Exercise Your Rights
Contact the retailer directly and clearly, ideally in writing (email keeps a clear record), stating the order details and the reason for your return or complaint. Keep photos and correspondence in case you need to reference them later.
If you have a question about returning a specific order with us, contact us directly with your order details and we'll talk you through your options.