My item is faulty, what do I do?
In the unlikely event of one of our items developing a fault, please report it to us within 3 days of noticing the fault. Please report this fault to us in writing, by emailing firstname.lastname@example.org. Include a description of the fault and photos.
Once reported, we can arrange for our technician to inspect the item, arrange collection of the item, or you can personally return the item to your nearest store or collection depot. Please see our Store Finder page to find your nearest store.
Please note that we may ask to inspect the goods to confirm the fault or ask you to carry out a telephone diagnostic to make sure it is not a problem that can be resolved quickly. If you are reporting the fault by email, we require that you attach photos of the damaged/faulty product so that we can confirm that the item is in fact damaged/faulty. However, we might need to carry out a more detailed inspection in person if these images are not conclusive. In this case, we will send out a technician to evaluate the item.
Sometimes the product specifications from the manufacturer may change, in which case we will do our best to offer you a substitute. Where applicable, you may cancel your order. All sizes and measurements are approximate but we do try to make sure that they are as accurate as possible.
Unfortunately, some items like mattresses cannot be exchanged or refunded for hygiene and safety reasons unless they are still in their complete sealed packaging, or they are faulty - this does not affect your statutory rights.
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