Returns & Refunds Policy
At Family Furniture, we want you to be happy with your purchase. If you are not completely satisfied, we are here to help. Please read our Returns & Refunds Policy below before requesting a return or refund.
1. Return Eligibility
Return Window: You can request a return within 14 days of receiving your order.
To qualify for a return, your item must:
- Be returned within 14 days of delivery.
- Be unused and in its original condition.
- Be returned in the original packaging whenever possible.
- Include all parts, accessories, and assembly instructions provided with the product.
- Include proof of purchase, such as your order confirmation or receipt.
2. Non-Returnable Items
Items that have been intentionally modified, misused, or damaged after delivery cannot be returned unless they are faulty or not as described.
3. Size Changes & Exchanges
If you would like to exchange your item for a different size or model, please contact us within 14 days of delivery.
If you are requesting an exchange because you changed your mind, you will be responsible for the return shipping costs and any delivery charges for the replacement item.
If we sent the wrong size or the wrong product, we will arrange the exchange at no extra cost, including return shipping and replacement delivery.
Your replacement item will be sent after we receive and inspect the returned item.
4. Damaged or Incorrect Items
Please check your order as soon as it arrives.
If your item is damaged, faulty, or incorrect, please contact us within 48 hours of delivery.
Please send us your order number along with clear photos of the product and its packaging so we can investigate the issue and help you as quickly as possible.
5. Refund Process
Once we receive and inspect your returned item, we will let you know if your refund has been approved.
If approved, your refund will be processed within 7 business days and sent back to your original payment method.
Please note that your bank or payment provider may take additional time to complete the refund.
6. Return Shipping Costs
If you are returning an item because you changed your mind, you are responsible for the return shipping costs.
If your item is faulty, damaged, or we sent the wrong product, Family Furniture will cover all return shipping costs.
7. How to Start a Return
- Contact our customer support team within 14 days of delivery.
- Tell us your order number and the reason for the return.
- Wait for our return instructions.
- Pack the item securely and return it to us.
- Once we receive and inspect the item, we will process your refund or exchange.
8. Contact Information
Store Name: Family Furniture
Registered Company: FAMILY FURNITURE LTD
Company Number: 12286491
Return Address:
322 Ladypool Rd
Sparkbrook
Birmingham B12 8JY
United Kingdom
Phone: +44 7424 663666
Email: support@familyfurnitureltd.com
Store Opening Hours
- Monday – Saturday: 10:00 AM – 7:00 PM
- Sunday: 11:00 AM – 6:00 PM