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We only accept orders when we've checked them
We will contact you to confirm we've accepted your order once payment has been made (or, where you have selected the finance option, when the finance has been accepted).
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Sometimes we reject orders
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because your card issuer refuses payment or does not authorise payment, because you are located outside our delivery areas, because the product was mispriced by us or because we reasonably believe that the order is fraudulent. When this happens, we let you know as soon as possible and refund any sums you have paid.
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We charge you when you order
However, for financed products our third-party finance provider will take payment at regular intervals, as explained to you during the order process. You will own any products you buy once we (or our third-party finance provider) have received payment for them in full.
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We charge interest on late payments
If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 2% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
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We're not responsible for delays outside our control
If our supply of your product is delayed by an event outside our control, such as late arrival of products, or issues within our couriers network, we will contact you as soon as we become aware to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial, you can contact our Customer Service Team to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred. We will not be liable for any loss or damage suffered by you due to such unforeseen circumstances.
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Products can vary slightly from their pictures
A product's colour may differ slightly to that shown on pictures and/or your device or its packaging may be slightly different.
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Please read our delivery and access terms carefully
You can find all the information you need about how we deliver your item, our delivery guarantees and your delivery obligations on our website: https://www.furniturechoice.co.uk/about-us/delivery/.
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You have a legal right to change your mind plus extra rights under our free returns policy
- 8.1
Your legal right to change your mind. For most of our products you have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below.
- 8.2
Our free returns policy. In addition, we, offer our UK customers a free returns policy for most products which is more generous than your legal rights in the ways set out below. This free returns policy does not affect your legal rights if there is something wrong with your product (for more on those rights see clause 9).
| Your legal rights | How our free returns policy is more generous |
| 14 days to change your mind. | 30 days to change your mind. |
| You pay costs of return. | We will collect free of charge. |
- 8.3
You can find all the information you need about our free returns policy on our website: https://www.furniturechoice.co.uk/about-us/returns/.
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You have rights if there is something wrong with your product
- 9.1
If you think there is something wrong with your product. You must contact our Customer Service Team as soon as you notice the fault. We might ask you to provide photographs and may send an independent furniture technician to assess the nature of the fault. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website (www.citizensadvice.org.uk).
Summary of your key legal rights The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
Up to 30 days: if your goods are faulty, then you can get a refund.
Up to six months: if your goods are faulty and can't be repaired or replaced, then in most cases you're entitled to a full refund.
After 6 months: you will be asked to provide evidence that the item is faulty rather than any issue being due to reasonable wear and tear. If the item is faulty, then we may appoint an independent furniture specialist to evaluate suitable options, which may include a repair, replacement or some money back.
- 9.2
We offer a limited warranty. If your product is defective or develops a fault within the relevant time periods, then, subject to the limitations and exclusions, our warranties will apply: https://help.furniturechoice.co.uk/hc/en-gb/categories/4429665726865-Guarantees-and-warranties.
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We can end our contract with you
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10.1 We can end our contract with you for a product and claim any compensation due to us if:
- 10.1.1
you don't make any payment to us when it's due and you still don't make payment within 7 days of our reminding you that payment is due;
- 10.1.2
you don't, within a reasonable time of us asking for it, provide us or our delivery partners with information, cooperation or access that we need to provide the product; or
- 10.1.3
you don't, within a reasonable time, allow us to deliver the product to you.
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We don't compensate you for all losses caused by us or our products
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11.1 We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
- 11.1.1
Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
- 11.1.2
Outside of our control. Caused by a delaying event outside our control. As long as we have taken the steps set out in clause 5.
- 11.1.3
Avoidable. Something you could have avoided by taking reasonable action.
- 11.1.4
A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.
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We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice: https://www.furniturechoice.co.uk/customer-service/privacy-policy/.
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You have several options for resolving disputes with us
- 13.1
Our complaints policy. Our Customer Service Team will do their best to resolve any problems you have with us or our products as per our complaints policy: https://help.furniturechoice.co.uk/hc/en-gb/articles/5147836309265-How-can-I-complain-Complaints-process.
- 13.2
You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
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Other important terms apply to our contract
- 14.1
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
- 14.2
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
- 14.3
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
