For products ordered over the Internet, you have the right to return orders on products that are not made to order by notifying us in writing (including email) before within 14 working days of receiving of the goods.
You must let us know within 14 days of delivery if something is damaged, faulty, or missing from your order so we can arrange replacements.
If you have not received the goods at the time of cancellation of the contract, and we have not dispatched the goods, we will refund to you all the money paid by you for the goods in question including the delivery charges in the same form of payment originally used for the purchase as soon as possible, and in any event within 30 days of the your cancellation being accepted.
If you cancel your order once the goods have been processed for delivery or it has been delivered, you must not use the goods. The goods must be returned to us in its original packaging within 14 days of receipt. The cost of delivery will not be refunded as this is a service that has been carried out on our part. The cost of delivery is included in the price on purchase and will therefore be deducted from any refund given. A collection charge will apply the collection cost will be provided upon request.
If the Goods are returned for any other reasons than being defective then you will be obliged to pay for the cost of returning the Goods to us. It is your responsibility to return the items to our delivery point in good condition and with the original packaging, however with larger items Field Furnishings recognize that many customers do not have the means to do this, and so will arrange collection during normal business hours (Monday to Friday) if requested. In such circumstances a collection charge will apply the collection cost will be provided upon request.
We do not accept responsibility for items lost or damaged in transit back to us. If returning your purchase by mail we recommend that you get proof of postage. You must include your customer order details with the package, as we cannot process a refund without these.
Please ensure that the goods are maintained in a saleable condition and in their original packaging. Self-assembly furniture cannot be returned once assembly is part or fully completed, unless the item is found to be faulty whereby the fault was not discoverable prior to assembly.
If the product returned is not in fully re-saleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
We will usually process the refund due to you as soon as possible and, in any case within 30 days of the refund being accepted and the product being received by us and provided that the goods are returned by you and received by us as mentioned above.
Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed under the following circumstances:
- The original account no longer exists
- The original account details have expired
- The recipient requires a credit
If you do not return the goods to us we shall be entitled to deduct the direct costs of recovering the goods from the amount to be refunded to you.
- We reserve the right to refuse a refund on any item if the above conditions have not been met.
- Clearance items that are sold as seen are not covered by any guarantee.
- Please note that this returns & refunds policy does not apply to business customers.
- We are unable to offer a refund or exchange on personalized or made-to measure items.
For reasons of hygiene, we cannot refund or exchange: mattresses, mattress toppers, duvets, pillows or sofa beds once they have been opened, unless they are faulty.
- In the unlikely event you wish to make a complaint please contact us via email at firstname.lastname@example.org
- We shall make a full investigation of your complaint and will aim to contact you within five working days of receipt of your email.
- This guarantee is in addition to any terms and conditions implied by law and nothing in these terms affect your statutory rights.