Cancellations
An order may be cancelled at any time between the placement of the order and 14 days following delivery of the goods. However if this is not a stock item and has been ordered especially for you there will be a cancellation fee of up to £45 plus VAT. Where a customer has cancelled their order from one of the following postcodes, AB, DD, FK, IV, KW, KY, PA and PH, there will be an additional cancellation fee to cover the costs of the delivery surcharge.
Once your order has been dispatched it cannot be cancelled. If you refuse an order, it will then be treated as a customer return where the shipping costs will be deducted from your refund.
If you are dissatisfied with their purchase for any reason you may, within 14 days of delivery, contact our customer support department at:-
to notify them that you wish to return some or all items from your order.
Goods must be returned in the same condition they were in at the time of delivery to the Buyer and in their original packaging. They must be in a resalable condition as good as new.
The packaging must be resealed with clear tape only.
The items must not have been assembled, as by assembling the goods will be deemed as acceptance.
If only part of an order is returned for any reason then the refund would be applied taking into account the full price of the product being kept by the customer any discounts that may have been applied would be nullified.
We reserve the right to withhold all or part of your refund if items are returned damaged or not in a resalable condition.
Please note that for selected items of leather upholstery there is a 50% cancellation/returns fee and on items ordered especially for you i.e. bespoke made to an individual’s specification unless the order is cancelled within one week of placement.
If the item is not a leather upholstery or bespoke item then it can be returned as per the terms above.
Returns
If an item isn’t the perfect match, you can return it for a refund within 14 days of delivery* in the original condition and packaging as stated above.
Please note that you are responsible for the costs of returning items. If Furnishing Horizon agree to carry out the collection of the return item, the return shipping charge will be a minimum of £14 up to a maximum of £45.00 per item for the organising of a small parcel courier services (depending on postcode) and from £60.00 up to a maximum of £160 per item for large items through our specialist courier services.
Items where a 2 man specialist delivery service has been required i.e Marble dining furniture or Solid Wood furniture, the cost will be communicated prior to the return request being actioned. This cost will be deducted directly from your refund.
Some items cannot be returned, including:
Items which are personalised or customised to your specifications
Mattresses if packaging opened for hygene reasons
Goods that have been altered in any way (must not have been assembled)
If goods are not in a satisfactory condition during inspection, the item will be refused by our warehouse and returned to the customer at their expense.
Goods received back in a non-satisfactory condition:
Incomplete
Damaged
Used condition
Excessive alteration of outer packaging
Altered in any way (assembled or changed)
We reserve the right to levy a surcharge on such returned goods at a minimum 15% of the invoice price or refuse the return of such goods.
In cases where goods are refused, the buyer will be informed, from which point it is expected they will arrange the collection of the goods for return.
Failure to arrange collection within 7 days from the date of notification, will lead to the disposal of goods.
Please ensure you take out adequate shipping insurance to cover any return journey with your carrier, as items damaged in transit will not be refunded.
If your order arrives damaged or defective, please see our Damaged Item page
If you change your mind or are unhappy with your product you can return the item within 14 days, for a refund on the purchase price paid for the item minus any delivery charges incurred by ourselves in making the delivery of the goods to yourself.
Whatever the reason we will take your order back within 14 days for a refund for the cost of the item, minus any delivery charges.
You will be responsible for the return of the goods to us and any return shipping costs.
Under UK Law the distance selling regulations 2000 states that a customer can return the goods for any reason within 14 days of the date after the delivery date provided it is returned with the original packaging and all items returned in the condition they were received.
If you have opened the box to examine the goods you must have done so without damaging or marking the product or packaging.
The goods must not have been used or assembled.
The box must be re-sealed using clear tape. (not excessively)
You have a duty of care whilst the goods are in your possession and as such we advise you to return the goods with their original packaging to ensure they are not damaged during transit to us.
To begin the returns process please submit a request using the form below and in the subject area please state your order number (RETURN REQUEST). A returns number will be issued along return instructions.
(*) The day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
