Returns Policy

Returns Policy - Furniture

If you’re looking to ask for spare parts, return or exchange your order for any reason, we're here to help! We can offer the above within 14 days of receiving your order. You can return your product for store credit or a refund to the original payment method or you can exchange it for a different product (fees may apply).

 

Goods Damaged Upon Arrival / Spare Parts

  • If you received your order damaged or incomplete, please complete the damage report with courier - if that's impossible for some reason - please contact us immediately within 24h - providing the pictures of the packaging, damaged items and labels is obligatory. We can offer to send spare parts completely free of charge. For this purpose, please provide the item number and quantity needed based on assembly instruction.
  • If any element has been damaged due to your fault - don't worry - please contact our office - we will estimate the cost and present you with the available options.
  • The delivery of the spare parts usually takes 5-7 working days but it may take longer for some reasons for exact estimates please contact out office by phone or eMail – office@furnica.co.uk


    • Important: 

     

      • Under no circumstances should you assemble furniture that has been delivered damaged or incomplete. Failure to comply with this notice will result in the return/spare parts request being rejected and recognition of the customer as responsible for the damage/shortage.
      • Please check each item carefully before assembly - both in terms of quality and quantity.
      • Please keep the original packaging and fillers until assembly is completed.

       

      Return of the Goods

       Please note the following exceptions to our return and exchange policy:

    • Returned items must be returned in original packaging - including Styrofoam and other safety elements.
    • Returned items must be returned fully disassembled - this applies to all elements that were originally shipped. 
    • Returned items must be in returned resaleable condition - if not - we will calculate what parts can't be used again and will issue a refund based on the percentage of these elements.
    • Returned items must have no visible signs of use.
    • Returned items must contain all of the original parts – even these defective.

      •  

      To initiate a return or exchange, please complete the following steps:

    • Write an email that describes what product do you want to return (remember to put the Order ID as a subject).
    • Attach pictures of the packaging (including picture of the courier label), product itself and broken parts (if there are any).
    • Specify quantity and numbers of broken parts (the numbers of parts you can find in the assembly instruction attached to the package)

      •  

      Include following information:

      - whether you require a return label or collection. If collection - please include the below information:

    • collection address
    • preferred pick-up date
    • weight and dimensions of the package / packages to be picked up by the courier
    • mobile phone number 

      • - any other remarks that will help to complete the return process as efficiently as possible (please remember that all kinds of additional information can help us to solve the problem faster and more efficiently.)

       

       

      In next 5 working days we will contact you with the information about the next steps and we will send you a return label / confirmation of the collection date.

      The money will be returned up to 5 working days after we receive back a complete shipment.

       

    • The fee for returning products that have been delivered complete and undamaged is £15 per parcel.
    • If you want to return the goods because of our fault – you will pay no additional fees.
    • We are not able to provide a free return if the complaint is not our fault or the fault of the shipping company. However, you can still return the goods at your expense within 14 days from the date of delivery.
    • If the collection does not take place through the fault of the customer (poor packing of parcels, absence without prior information to Customer Service, etc.), the costs of arranging the next collection are fully covered by the customer.
    • We are responsible for all lost or damaged returns only if there was a return process opened before and we were responsible for issuing a return label / scheduling a collection.
    • If you have bought a set of the products  – please be aware that you will need to return a full pack including the original packaging.
    • If you refuse a delivery for any reason or will not collect the goods from the Pick Up Point in a timely manner and it will be returned to us - we will still charge you £15 per parcel (this will be deducted from the refunded amount).
    • If the above time frames and conditions have not been met - we will not be able to open a return process or / and take responsibility for shipping a spare parts / issuing a refund.
    • If you have additional questions, please contact us by phone or email returns@furnica.com

      •  

      Disclaimer:

      Providing wrong or incorrect address which will cause a return of the parcel to our warehouse will be considered as a standard return at buyer's expense. This also applies to addresses such as post office, logistic hub or pick up point.

       

      Returns Policy - Components

      If you’re looking to return or exchange your order placed for components for any reason, we're here to help! We offer returns or exchanges within 31 days of receiving your order. You can return your product for store credit or a refund to the original payment method or you can exchange it for a different product.

       

      Please note the following exceptions to our return and exchange policy:

      • Returned items must be returned in original packaging.
      • Returned items must be in resalable condition - if not - we will calculate what parts can't be used and will issue a refund based on the percentage of these elements.
      • Returned items must have no visible signs of use.
      • Returned items must contain all of the original parts – even these defective.

       

      To initiate a return or exchange, please complete the following steps:

      • Write an email that describes what product do you want to return (remember to put the Order ID as a subject).
      • Attach pictures of the packaging, product and broken parts (if there are some).
      • Specify quantity and articles numbers of broken parts

       

      Include following information:

      - whether you require a return label or collection. If collection - please include the below information:

      • collection address
      • preferred pick-up date
      • weight and dimensions of the package / packages to be picked up by the courier
      • mobile phone number

      - any other remarks that will help to complete the return process as efficiently as possible (please remember that all kinds of additional information can help us to solve the problem faster and more efficiently).

       

       

      In next 5 working days we will contact you with the information about the next steps and we will send you a return label / confirmation of the collection date.

      The money will be returned up to 5 working days after we receive a complete shipment

       

      • If you received your order damaged, please complete the damage report with courier - if that's impossible for some reason - please contact us immediately within 48h - providing the pictures of the packaging and damaged items is obligatory. 
      • If your product arrived incomplete - please notify us within 3 working days It will help us to solve the matter much faster and more efficiently
      • The fee for returning products that have been delivered complete and undamaged is £8.99 per parcel.
      • If you want to return the goods because of our fault – you will pay no additional fees.
      • We are not able to provide a free return if the complaint is not our fault or the fault of the shipping company. However, you can still return the goods at your expense within 31 days from the date of delivery.
      • We are responsible for all lost or damaged returns only if there was a return case opened before and we were responsible for issuing a return label / scheduling a collection.
      • If you have bought a set of the products (e.g. 1000pcs of Jointing Beechwood Biscuits – please be aware that you will need to return a full pack including the original packaging.
      • If you refuse a delivery for any reason or will not collect the goods from the Pick Up Point in a timely manner and it will be returned to us - we will still charge you £8.99 per parcel (this will be deducted from the refunded amount).
      • If the above time frames and conditions have not been met - we will not be able to open a return process or / and take responsibility for shipping a spare parts / issuing a refund.
      • If you have additional questions, please contact us by phone or email  returns@furnica.com

       

      Disclaimer:

      Providing wrong or incorrect address which will cause a return of the parcel to our warehouse will be considered as a standard return at buyer's expense. This also applies to addresses such as post office, logistic hub or pick up point.

      We are not responsible for any damages of the product made during the assembly - customer will be charged for additional spare parts and shipping - if you require any additional help, assembly instruction, video materials - please contact us before. We will do our best to help you