Refund and Returns Policy

Right to cancel:

To exercise the right to cancel or returns, you must inform us (Furniture Story LTD, 12 Deer Park Road, London, England, SW19 3TL, [email protected], +44 2039871552) of your decision to cancel this contract by a clear statement (e.g. in writing either letter sent by post or by e-mail).

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Please note that all our products are custom-made according to your specifications and are not readily available in stock. However, we do products with information’s ‘In stock’ where products are available immediately. Since our sofas are made-to-order and tailored to your specific requirements, we regret to inform you that cancellations, refunds, or exchanges cannot be accepted unless there has been a failure to comply with your instructions or if the item is found to be faulty.

Effects of cancellation:

In the event of a cancellation or return due to an error made by the customer (such as selecting the wrong corner or colour, or if the furniture does not fit through the entrance or in the intended room), or if the order is cancelled after 14 days, a non-refundable deposit of 50% of the pre-ordered furniture’s price will be required. However, if you choose an alternative product from our offer, the deposit will be reduced to 25%.

Please note that this 25% reduction applies only to products that are still in their original packaging and unused. For instance, if you discover an error in your order upon delivery. The corresponding charge will be applied to your account.

A deposit of 25% will be refunded to the customer in the form of a voucher to be used in our online store after the item has been returned. The voucher will be valid for a period of 12 months from the date of issuance. The voucher can only be used for purchases made on our online store and cannot be redeemed for cash or transferred to another individual. After the expiration date, the voucher will become null and void, and no refunds or extensions will be granted.

Please be aware that your statutory rights remain unaffected.

Delivery slot cancellation:

Please note that you can only cancel your scheduled delivery once. If you will not be able to accept the second delivery date given by us, storage charges may apply and have to be paid in advance.

To request a cancellation of a delivery slot, we require notification via email no later than 5pm on the preceding working day. Please note that if a delivery is cancelled on the day of the scheduled delivery, the charges will still apply.

Hassle free returns within 30 days

If you are not happy with your sofa for any reason within 30 days of it being delivered you can request a return by contacting our customer service team on [email protected]

You will be responsible for the return delivery as outlined within our Return section below.

IMPORTANT: This only applies to sofas which are in stock. Made to order sofas can not be returned as part of our Hassle Free Returns policy.


To ensure your satisfaction and comply with distance selling regulations, all items from the ‘In stock’ products can be returned within 14 working days. If you have changed your mind and wish to return the item, please notify us, and we will refund the full amount paid for the purchased item. However, please note that delivery/collection costs will be deducted, amounting to 10% of the furniture price (In case of sofas, it is a minimum £60).

Please be aware that in order to receive a full refund, the item must be returned to us in its original condition and with the appropriate packaging, allowing us to return it to the manufacturer (excluding sofas). If the item is not returned to us in its original condition, we reserve the right to withhold a full refund.

If the original packaging is taken away by the delivery team on the day of the delivery date, you will be responsible to cover the cost for the sofa to be professionally repackaged prior to return transport.

A non-refundable collection/delivery charge will be applicable to all furniture in cases where delivery is refused, collection is requested, or the furniture does not fit, unless there is a manufacturing defect.

For sofas made to your specifications, no refunds or exchanges can be provided unless there is a manufacturing defect or the goods received do not match your order.

In accordance with the distance selling directive, as a customer, you are responsible for the proper care of the product while it is in your possession. If any damage occurs to the products due to your actions and they are subsequently returned, a charge will be applied to repair the product to its original condition. Please note that if repair is not economically feasible, no refund will be issued. Your legal rights remain unaffected.

Returns – Damaged goods:

In the event that a fault is discovered after the installation of the Corner & Sofa Bed or another goods, despite our previous delivery condition, we retain the right to request compliance with the following steps:

Within 7 days of discovering the defect, please submit written notice along with pictures of the defect to us, or contact us via telephone referencing your order reference number.

You agree to allow our engineer to inspect the goods either through a house visit or by arranging for the goods to be collected at your expense for examination. We will aim to inspect the goods within 28 working days of the issue being reported, for rural areas this time may be longer.

Upon confirmation by the engineer that a defect exists and the goods are non-compliant with the agreement, we will proceed to repair or replace such goods (or the faulty part). Repair and replacement parts require a lead time of approximately 4-7 weeks, starting from the date the part is identified and the order is placed, until the installation.

Furniture Story shall not be held liable for the goods if, after notifying us of the defect, you continue to use the goods or modify/repair them without our written consent.

For assistance in resolving issues related to faulty products or returns, kindly reach out to our customer service team. They are committed to swiftly and efficiently resolving your problem with minimal disruption.

Refunds will be issued within 14 days upon notification/collection, using the original payment method.

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