Furnmart — furnmart.co.uk — Last updated: 20 August 2026

This page explains, in plain terms, how returns, cancellations and refunds work at Furnmart. It doesn’t replace our full Terms and Conditions, which set out your legal rights in detail — if anything here seems to conflict with that document, the Terms and Conditions apply.

Your right to cancel

If you’re a consumer, you have 14 days from the day your order is delivered to change your mind and cancel it, without giving a reason. If your order arrives in several parts, that 14 days runs from when you receive the last item. You can let us know at any point before then — even before your order has arrived — by emailing support@furnmart.co.uk, writing to us, calling us, or using the form below.

What can’t be returned

  • Mattresses, pillows, mattress protectors and other bedding, once the packaging has been unsealed or the item has been used — this is a hygiene requirement, not a Furnmart policy choice.
  • Items made to your own specification or clearly personalised for you.

We’ll always flag on the product page itself where an item falls outside the right to cancel.

Furniture isn’t like a small parcel

Most of what we sell is large, heavy, and often shipped straight from the supplier’s own warehouse rather than ours. That means a return isn’t a case of dropping a package at a post office — it’s normally a scheduled collection, arranged by us or the supplier, and the cost of that collection is yours to cover. We’ll always confirm what that cost is before you commit to a return. Suppliers generally won’t take an item back unless it’s still in its original, undamaged packaging and hasn’t been assembled or used — so if that condition isn’t met, we may not be able to accept the return, or your refund may be reduced significantly to reflect the item’s reduced value.

Before you accept delivery

When your order arrives, take a moment to check the outer packaging before you sign for it. If it looks damaged — crushed corners, tears, wet patches — you don’t have to accept it as-is: you can refuse it, or sign for it as “damaged” or “unchecked” instead of “received in good condition.” A quick photo of any damaged packaging emailed to support@furnmart.co.uk helps us sort things out faster.

If your item arrives damaged or faulty

Please check the item itself as soon as you reasonably can after unpacking it. If anything’s wrong, get in touch within 48 hours of delivery with photos of the damage or fault — we’ll arrange a repair, replacement or refund at no extra cost to you, and you won’t need to cover return postage in this case. Where the damage is limited to a specific part or component (for example a leg, panel, door or fitting), we’ll where possible send a replacement part rather than the whole item — it’s usually quicker for you and means you don’t need to return anything.

Changing your mind

You can open the packaging and check the item over — in the same way you’d be able to look at something in a shop — but please don’t assemble it, install it, or use it, and keep the original packaging. If an item comes back to us assembled, used, or without its packaging, we (or our supplier) may not be able to accept it back at all, or we may need to deduct an amount from your refund to reflect the reduction in its value. For larger pieces this deduction can be significant, so it’s worth being careful with how you check an item before deciding to send it back.

If your order has already been dispatched

Furniture is often sent out directly from our suppliers’ warehouses, so it’s possible to cancel after an order has left for delivery but before it actually reaches you. If that happens, you have two options: accept the delivery and then return the item to us at your own cost in the usual way, or decline the delivery, in which case it’s sent back to us or our supplier and we’ll deduct the direct cost of that return from your refund. Because suppliers will generally only take an item back unopened and in its original packaging, declining delivery is often the more straightforward option if you’ve genuinely changed your mind — but either way, we’ll confirm the return cost that applies to your order before your refund goes through.

What you’ll get back

Once your cancellation is confirmed, we’ll refund the price you paid for the item plus standard delivery — though not any premium delivery option you chose above our standard offering. Refunds are made to your original payment method within 14 days of us receiving the returned item, or of you providing evidence you’ve sent it back, whichever is sooner. There’s no fee for the refund itself.

How to start a return

  • Fill in the form below with your order number and a few details about what you’re returning.
  • If the item arrived damaged or faulty, attach a couple of photos — this speeds things up considerably.
  • We’ll come back to you to confirm the next steps, including how and where to send the item back if needed.



    Any questions?

    You can also reach us directly at support@furnmart.co.uk or 01752 418 418, and we’re happy to talk through a return before you start one. For the full legal terms covering cancellations, faulty goods and refunds, see our Terms and Conditions.