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.
Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.
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.
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?
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.
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.
What I want to do, may I get any legal support for cthe issue.
In August It was delivered in November the
Sofa back didn't match .we reported it to the delivery men before they left .the shop sent a man to inspect it he couldn't put IT right the store said they would send us a new one in April we haven't heard from the shop and April end on Sunday .in the mean time one of the chair has a fault so we are not happy about having a replacement how do we stand can we return the one we have and get our money back
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