The terms outlined in this returns policy govern all orders placed with us.

Customers have the right to return any standard stock goods for any reason within fourteen (14) days from the date of delivery. If goods are refused at the point of delivery, we reserve the right to apply a collection charge for their return.

Customers may also return any goods, including non-standard items, within fourteen (14) days of delivery if they do not materially match the description provided on our website. To initiate a return, please contact Customer Services at info@furniturepackage.co.uk, providing your order or invoice number along with your name and address. Please note, this right does not extend to made-to-measure goods or items specifically customized to your specifications.

Customers may return goods in person to any of our warehouse locations without incurring a collection fee. Prior arrangements must be made by contacting us in advance and providing necessary details regarding the return.

If goods are returned via post, courier, or any other method, the customer assumes all associated costs and risks. If we determine that the goods are faulty and covered under applicable terms, we will arrange their return. We will not cover return delivery costs unless explicitly agreed upon in writing beforehand.

For locations within our Local Delivery Zones, we may offer a collection service for returned goods. If the goods are not deemed irreparably faulty and covered under a warranty, a collection fee may be applied. Any applicable charges will be discussed and agreed upon with the customer prior to collection. Collections will follow the standard delivery procedures.

All returned goods must be in the same condition as they were left by our delivery team. For example, mattresses should be returned in their original packaging. Goods must be unused and in a new condition unless they are being returned due to a fault.

If payment for the goods was made via credit card, any refund will be processed to the same card without additional notification.

The refund amount will reflect the original price paid for the returned goods, minus any deductions for damage incurred while in the customer’s possession. Any applicable collection charges or other fees specified in these terms will also be deducted from the refund amount.

We reserve the right to reduce the refund amount to account for any decrease in value due to handling of the goods in a manner that would not be permitted in a retail setting. Refunds will be issued within 14 days from the date we receive the returned goods, using the same payment method as the initial transaction.

If an order is canceled on the scheduled delivery date, the goods may already be in transit. In such cases, an additional charge may apply to cover wasted delivery costs.

If the purchased goods are found to be faulty, we may offer a repair, exchange, or refund in accordance with consumer rights. We may require photographic evidence of the fault or an inspection of the product before approving a return or refund.

For guidance on your legal rights, you may consult your local Citizens’ Advice Bureau or Trading Standards office. Nothing in this policy affects your statutory rights.