Returns & Refunds Policy

Making Homes Comfortable — Family Furniture Ltd

At Family Furniture Ltd, we know how much heart goes into building your perfect home. Whether it’s a beautifully crafted bed frame or premium home lighting, we want you to be delighted with your order. Because some of our large-scale furniture items can be customized, our policy closely follows UK Consumer Contracts Regulations to ensure absolute fairness and clarity for all our customers.

1. The Nature of Our Products (Exemptions)

Due to the specialized nature of furniture manufacturing and health guidelines, the following items are exempt from the standard 14-day right to cancel or return under UK law:

• Bespoke & Custom Furniture: Any bed, headboard, or furniture piece uniquely customized or built specifically to your requested colors, dimensions, or fabric choices.
• Hygiene & Health Protection: Mattresses, mattress protectors, and bedding products are strictly sealed for health protection. They cannot be returned under any circumstances once their protective plastic packaging wrap has been opened or unsealed.

2. Warehouse Stock Items (Standard Returns)

For standard, non-customized items kept readily in our warehouse (such as standard lighting fixtures or unboxed items matching catalog specs):

• Return Window: You have a total of 14 days from the date of delivery to notify us and return the item to our Birmingham showroom.
• Condition: Items must be completely unused, un-assembled, in their original intact retail packaging, and in a perfectly resalable condition.

3. Size Exchanges

We believe in helping you get the perfect fit. If your standard warehouse item arrives and you realize you need a different size layout, we offer free return shipping logistics provided you are swapping the item for the exact same model in an alternative size dimensions.

4. No Restocking Fees

We believe in transparent, honest customer service. Family Furniture Ltd charges £0.00 Restocking Fees for all eligible standard returns.

5. Damaged or Defective Items

If an item arrives in less-than-perfect condition due to shipping errors, we will make it right:

• Reporting: Please report any transit damage, wrong products, or courier mishandling within 24 hours of delivery.
• Evidence: Email clear photos of the damaged item and the original packaging courier labels to [Insert Your Email Here].
• Resolution: We will provide a 100% full refund or a direct structural replacement for any items confirmed as damaged or incorrect upon arrival.

6. Refunds

• Processing: Once we receive your physical warehouse return back or verify the transit damage, we will process your refund securely within 7 business days.
• Payment Method: Refunds are issued directly back to the original payment method used at checkout.

7. Return Shipping Costs

• Change of Mind: For eligible returns of standard items due to a change of preference, the customer is responsible for the return shipping costs. A return handling fee may be applied if our logistics team coordinates the collection.
• Our Error: If we have accidentally sent the wrong item or the product arrived damaged, Family Furniture Ltd will cover all associated return shipping costs.

8. Contact & Return Address

To start a return request or report a problem with your delivery, please contact our team details below:

Registered Company Name: FAMILY FURNITURE LTD
Company Number: 12286491
Return Address: 322 Ladypool Road, Sparkbrook, Birmingham, England, B12 8JY, United Kingdom
Email: [Insert Your Email Here]
Phone: +44 7424 663666