How to Get a Refund on Furniture and Furnishings
When you buy furniture, you’re buying an investment for your home. You might see something in a show room and imagine it in your own house, and think it’s perfect – but you’d be surprised at the number of people who don’t measure furniture before they get it into their home, or fail to realise that their dream corner sofa won’t go up the stairs.
Unfortunately, if you haven’t measured something properly you have no right to a refund. Similarly, if you simply change your mind about an item, there are no automatic rights to a refund.
Your Rights
However, if you buy furniture as a consumer it must correspond to its description, be of sufficient quality and fit for its specific purpose. If one of these is lacking, tell the seller as soon as possible in order to ensure that you have a right to a refund. This may not be the case if you leave it for a long time.As time passes it becomes harder to demonstrate that the fault was present when you bought the item. Alternatively the seller might want to offer to repair the item or to replace it. The repair must be satisfactory and completed in a reasonable amount of time – failing which you can ask for a replacement or a refund. Don’t let the seller tell you that you must take issue with the manufacturer – the problem is for the seller to resolve.
There are several things to remember if you want a refund:
- wear and tear is not a fault
- accidental damage is not a fault but may be covered under an extended warranty
- keep your proof of purchase
- be firm that you want a refund and back it up with reasons.
Furniture Fittings
What if you buy furniture that is perfectly acceptable but is then installed in your home and fitted badly? If the fitting service was sold to you as part of the purchase, make a claim against the seller. If not, take the matter up with the company or person who fitted the furniture into your home.If you ordered furniture from a catalogue, online, by phone, email or fax, under the distance selling regulations, you have seven working days to cancel. You don’t have to provide any reason for this cancellation. However, if the order is for something fitted or bespoke – such as blinds or curtains, for example – you have no such right to cancel.
Second Hand Furniture And Ex-Display Models
If you buy second hand furniture, you still have the right to expect that it is as described, fit for purpose and of sufficient quality – but this is relative to the age and price of the item. For example, if you buy an ex-display model sofa, you would expect it to be cheaper but also less pristine than one that has come directly from the factory. However, you have less rights if you buy from a private seller – and are only entitled to purchase something that is ‘as described.’If you are not satisfied with the response you have had after informing the trader of the problem with the furniture, the Furniture Ombudsman operates a dispute resolution service. The best advice is to take a tape measure, keep your proof of purchase, inspect the item thoroughly when you receive it, and report any problems without delay.
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I purchased two leather seaters sofa from Haskins , Parker knoll and took out warrenty. After 5 months had discolouration on both called Haskins. Have had three people come out all saying different and that I don’t have a claim. I might have well burned the 5,000 I paid for them not even a year old and has been going on for months . Where do I go from here ? And what are my rights ?
Jac - 6-Nov-20 @ 1:59 PM
Hi
After buying 2 leather settees and taking out the extra leather care guarantee one of the sofas has discoloured badly. Insurance refusing to rectify as they say it is wear and tear.This happened before they were 12 months old.I'm desperate, no one is interested.What can I do?Who can I go to?
KathyM - 27-Aug-20 @ 9:43 AM
Bought a 3 and 2 seater sofas from SCS in March originally ordered the standard ones. Then decided to upgrade to recliners a week later. It has took me over two years to commit to this purchase as was a lot of money. In that time visited several of the SCS branches to make sure I was still drawn to this sofa and every time I was. Not once in all the viewings and conversations with members of staff did they mention the style of the sofa would change if you add recliner. So you can imagine when it got delivered nearly 3 weeks ago I was gobsmacked to see it was not what I had ordered. Straight away delivery men phoned the store and told them problem.They told me should be ok to sort out as salesman error. They let the sofas with us as we have paid in full and would be left furniture less otherwise. Later we went into store to sort it and member of staff said he had to speak to his manager the next day then would call to let us know the outcome. Following day came and went no call, in fact to this day NO call. So in the mean time we have emailed several times and been asked for photos. Still waiting for response there over aweek ago. So went back to store said really disgusted with service in store and online. That I wanted a full refund as item not as described the chap then said if I wanted to return I would loose 25% for return and if I wanted to swap to standard sofas again would have to cover half the difference with them for recliner cost still loosing a lot of money. Apparently if I had ordered online would not have been a problem. Not fair at all also had I paid on credit card would have been able for them to fight for refund. Thought actually interacting with a salesperson would make sure you got it right. How am I supposed to prove differences in style are not pointed out by the sales people, therefore there error not ours?
Fed Up - 21-Jul-20 @ 9:51 AM
Bought a 3 and 2 seater sofas from SCS in March originally ordered the standard ones. Then decided to upgrade to recliners a week later. It has took me over two years to commit to this purchase as was a lot of money. In that time visited several of the SCS branches to make sure I was still drawn to this sofa and every time I was. Not once in all the viewings and conversations with members of staff did they mention the style of the sofa would change if you add recliner. So you can imagine when it got delivered nearly 3 weeks ago I was gobsmacked to see it was not what I had ordered. Straight away delivery men phoned the store and told them problem.They told me should be ok to sort out as salesman error. They let the sofas with us as we have paid in full and would be left furniture less otherwise. Later we went into store to sort it and member of staff said he had to speak to his manager the next day then would call to let us know the outcome. Following day came and went no call, in fact to this day NO call. So in the mean time we have emailed several times and been asked for photos. Still waiting for response there over aweek ago. So went back to store said really disgusted with service in store and online. That I wanted a full refund as item not as described the chap then said if I wanted to return I would loose 25% for return and if I wanted to swap to standard sofas again would have to cover half the difference with them for recliner cost still loosing a lot of money. Apparently if I had ordered online would not have been a problem. Not fair at all also had I paid on credit card would have been able for them to fight for refund. Thought actually interacting with a salesperson would make sure you got it right. How am I supposed to prove differences in style are not pointed out by the sales people, therefore there error not ours?
Fed Up - 20-Jul-20 @ 4:07 PM
I purchased a mattress which after a few months began to dip in the middle although I followed all the instructions for turning it. I was told I was unlucky and was given an identical mattress. Now the same thing has happened. I have been offered a mattress upgrade but when I rang the manufacturer for advice they told me that it would be too heavy for me to turn. What should I do now?
Percy - 4-Jul-20 @ 2:30 PM
I purchased a sofa from Furniture Village last year. After less than 6 months the chaise has terrible bobbling. The store came out to inspect and said that the bobbling was due to fabric pilling and this was normal wear and tear. As I was unhappy with this they are sending an expert out next week. What are my rights regarding this.
Jok - 12-Feb-20 @ 8:10 PM
21/05/19 my new sofa was delivered by 19/08/19 I reported to the seller it was sagging, he came to look and reported it to the manufacturer who came to repair it. Sagging again the seller informed the manufacturer again to come and repair it. Come December 19 it's just as bad so again the retailer came and dismissed it as unsatisfactory and ordered a new settee for me. This was delivered 10/01/2020. Today (03/02/2020)I've sent an email to the retailer stating the sofa is sagging. I don't want another repair or same kind replacement what is my alternative?
Chappie - 3-Feb-20 @ 7:22 PM
i purchased a new leather sofa from a seller on market place , its faulty so i contacted the sales lady and she said to send pics, i did this and 7 weeks down the line i heard nothing so messaged her a few times and still no reply and now im blocked. i have a screeenshot of her name and thats about it as all other evidence has been taken down or rather me blocked so i cant see it, i suffer from disabiliuties and cant afford too loose my money as i saved madly for this. what do i do
meely - 22-Jul-19 @ 4:48 PM
I bought a corner sofa from Harvey's in July 2018 it never came until October 15 2 weeks later than advised!! When it did arrive the delivery men built it up in sitting room then shouted on me when done.... it was the wrong facing chaise.I called Harvey's to alert them of this and off course they denied it then a week later after many calls and visits to store the girl that served us finally admitted liability as we stated we wanted the same facing one on display in store which she said we asked for and was right facing however she ordered the left facing one. We were told by manager we can have the other but in 3 months time which meant no sofa over the Xmas period and no delivery until March 2019 therefore I refused they saud I can keep the one I have until then but problem was it didn't fit in my siiting room.
I moved it around and was able to fit it in by removing a chair which you can do.
I decided then I would keep it and told them this and asked for a refund on the part that was removed and they agreed.
After 2 weeks of calls again and being told the part woyld be uplifted on set day it wasn't but few days of calling and moaning about it It was eventually uplifted.
I was told I would get a new financial agreement with new price but never received it and ended up going into store where we found out the manager no longer worked and was told he was a disgrace and that a new manager is now you g to deal with this which he did.
My sofa is only 16 weeks old and now I have a faded arm on my chaise which happened after I used the cleaning kit provided for it from Harvey's. The four came of on the sponge clear as day so called and they are sending out a material technician to see it. Also looks shiny lime the material is worn.
I am entitled to a full refund and compensation for all of the inconveinence this has caused me.
Kerry Scott - 31-Jan-19 @ 4:16 PM
I bought a resin bath (£1450) in October 2017. It was installed in February 2018 and cracked within two weeks. The manufacturer agreed to replace it and, eventually, a second identical bath was installed. Four months later the bath cracked in exactly the same place. This time the manufacturer sent someone out to inspect the bath following which the manufacturer agreed that it was faulty. I told the manufacturer that I would be willing to accept a third bath but only if they installed it. Otherwise I wanted a refund. I heard nothing for a while and then I got a call saying that a third bath was on the way - but no mention of fitting it. I don't want to go through all of this again. What is my position? Can the manufacturers replace the bath dozens of times?
In case you are windering, trying to deal with the retailers is a waste of time. The first occasion that the bath cracked was only resolved when I got the Credit Card Co involved.
Squiddley - 2-Dec-18 @ 4:39 PM
We purchased a sofa from an online retailer.Everything up to the point of delivery was a nightmare! No confirmation of order receipt (either via email or otherwise), delivery not made on the Saturday we requested - it turned up two days later unannounced (having already paid £40 extra for delivery as we lived up 3 floors). The sofa did not meet their descriptions either and was uncomfortable and looked cheap. We also asked for beige/cream and got a mocha brown color! When we asked for a refund - they offered one at £60 less than what I paid. I understand that collecting the sofa would cost them money and I accept I won't get a full refund - but is there anything I can do? If I agree to their refund - I lose £100 in money!
Rychuuuu - 25-Sep-18 @ 12:57 PM
I purchased one sofa set on 06/08/2018 from indroyal furniture, kalamassery, Cochin & its cost nearly 50,000. Due to flood in Kerala on 16/08/2018 it was partially wet & damage some parts. I discussed it with the dealer they are not ready to replace or maintenance.
What I want to do, may I get any legal support for cthe issue.
Praveen - 28-Aug-18 @ 10:03 PM
Unknown - Your Question:
I Bought a display sofa from a shop it looked fab in the shop however when the sofa came I noticed the cushions on the 3 seater were a slight different material to the 2 seater and when you turn the cushions over the cushions are a different colour to the sofa underneath and a different colour to the cushions on the 2 seater it should be black underneath but its grey, which made me question whether the cushions had been replaced and were not the cushions that originally were made for the sofa. I messaged the company I bought it from my concerns and they mentioned that the sofa with it being clearance it was just old stock in the warehouse, so they could it could possibly been made at different times which could be why they look slightly different materials. Im not happy as I feel ive paid money for rubbish really and its not as if I got the sofa cheap, what are my rights?
Our Response:
Generally display items come with the 'sold as seen' caveat meaning the buyer is encouraged to fully check out the item before purchase. It goes with the territory, that the reduction in price and the 'ex display' wording means the product may have defects, or faults and it is up to the buyer on purchase to accept this. However, some companies will take your complaint seriously if you can attempt to prove the item you have received is not the same as the item ordered. If you don't get a resolution from the company directly, your only recourse would be through the small claims court. However, there is no guarantee you would win.
WheresMyRefund - 10-Apr-18 @ 2:34 PM
I Bought a display sofa from a shop it looked fab in the shop however when the sofa came i noticed the cushions on the 3 seater were a slight different material to the 2 seater and when you turn the cushions over the cushions are a different colour to the sofa underneath and a different colour to the cushions on the 2 seater it should be black underneath but its grey, which made me question whether the cushions had been replaced and were not the cushions that originally were made for the sofa. I messaged the company i bought it from my concerns and they mentioned that the sofa with it being clearance it was just old stock in the warehouse, so they could it could possibly been made at different times which could be why they look slightly different materials. Im not happy as i feel ive paid money for rubbish really and its not as if i got the sofa cheap, what are my rights?
Unknown - 7-Apr-18 @ 10:42 AM
Brought an ex display sofa on finance, signed for delivery then noticed a holein the arm so I rang up and they are currently waiting for a report of the sofas when it was in the warehouse, where do I stand? I don’t want the sofas now !!
Jade - 16-Nov-17 @ 9:18 PM
@Ness - You would have to apply directly to the person who sold it to you and if they are on EBay, they may not want a bad mark against their name, so you'll often find they are quite accommodating. But if the item was correctly described, then it is a case of caveat emptor or 'let the buyer beware'. You have less rights when buying from a private seller. Plus, if you've painted it, then you don't really have any rights to ask for a refund.
JadeG - 19-Sep-17 @ 10:59 AM
Bought a tv cabinet that was grey with brown top shabby chic style. Painted top black as wanted grey and black from Melody Maison on ebay. However 3 weeks in it is splitting and falling apart. Paypal say we are not covered because my daughter painted the top. Do we have any rights at all for a partial refund?
Ness - 18-Sep-17 @ 5:20 PM
@Disguntaled buyer - you should have a guarantee. if 'puddling' or creasing is not part of the description i.e a suite with a 'lived in' look, then you surely can complain. I'd take it further. Don't give up just yet.
Fee82 - 18-Sep-17 @ 1:58 PM
I bought a suite from harveys store after the second day it started to crease after numerous telephone calls they tell me it's puddling!! And it's not a manufacturing fault well I say it's not the suite I sighed up for. So anyone buying a suite from harveys make sure you know what the word puddling means.It seems I have to live with this.
Disguntaled buyer - 15-Sep-17 @ 8:48 PM
We orderedasuitfromfurniturestore
In AugustItwas deliveredinNovemberthe
Sofa backdidn'tmatch.we reported it to thedeliverymen beforetheyleft.theshop sent a man to inspectit he couldn't put IT right the store said they would send us a new one in Aprilwe haven'theard from the shopandAprilend on Sunday.in themean time one of the chairhasafaultso we are not happy abouthaving a replacementhowdo we standcan we return the one we have and get our moneyback
Wally - 29-Apr-17 @ 4:27 PM
I bought a coffee table which was delivered but not assembled (later found out we paid for assembly) me and my partner assembled it and within minutes it had fallen down and staples holding it together had come away! I've asked for a refund as I'm not happy to have my daughters safety at risk even with a replacement only to be told we have over tightened the screws therfore can't have a refund! What are my rights?
Jodie - 16-Sep-16 @ 4:00 PM
