Returns Process & Policy

Return Process

• Complete the mandatory ticket form within 14 days from day of delivery. (click here)
• You will then receive a confirmation response within 24 working hours authorising your return. You must not return any items yourself, all items must be collected by The Furniture Home authorised couriers.
• Provided the return is approved, you will receive an email outlining charges and the amount to be refunded
• If collection is required, we will call or email you to arrange a convenient collection date/time.
• Alternatively, you may use your own courier to return the product at your own expense.
• All items are subject to admin and restocking fees. This fee will vary by product and our customer services team will give your more accurate quote.
• Once the item(s) are back in our possession, they will be inspected and provided the inspection is successful, a refund will be issued. Goods must be returned in the same condition it was provided to you in, this includes all the package and instructions. If items have been assembled or modified in any way, we will be unable to accept the return.

Return Charges

Collection Fees:

If you decide to return your item and you require us to collect your item, then a collection surcharge will also be applied to the refund, all prices include admin and restocking fee. Please see example table below for charges:

Our collection fees are determined by the size, weight and dimensions of the item(s) and the cost to The Furniture Home in collecting the item from your premises. If you have any questions regarding our return charges, please email our returns team on support@thefurniturehome.co.uk.

Alternatively, you can arrange your own courier to return the item at your own expense. We will only issue the refund upon full inspection of the item(s) minus the admin and restocking fee. This can take between 3 – 5 working days once the item is back at our warehouse. 

Tracking Returns

We do not provide tracking information. Many of our couriers often arrange delivery times with our customers but we cannot guarantee this in all instances.

Refunds

Your refund will take between 3 -5 working days to process, subject to your card type.

Please note that any refund will be given once the item(s) is/are back in our warehouse and found to be in the same condition as was dispatched. The item(s) must be returned undamaged, in the original condition and packaging.

Important Returns Information

Mattresses, pillows and bedding related items cannot be returned for health and hygiene reasons once they have been opened. We therefore recommend you carefully review the purchase as we will not be able to accept the return of these products after they have been opened or clearly used.

We do not accept returns for made to order goods (e.g. customised items such as adjustable beds. All Sweet Dreams Items are made to order and therefore non-refundable).

If upon inspection of the returned goods, we find any of the above has been breached, we reserve the right to return the item to you at your expense and no refund will be given. If the item is returned to us in accordance with our terms and conditions outlined above, a refund will be provided minus the charges listed below.