Refund policy

At Solid Furnishing LTD, we want customers to shop with confidence. This Return & Refund Policy explains how returns, cancellations, faulty or damaged goods, and refunds are handled for orders placed through our website.

This policy applies to customers in the United Kingdom and does not affect your statutory rights under applicable UK consumer law.

1. Change-of-Mind Returns

We accept returns of eligible non-defective products where a customer changes their mind.

You must notify us that you wish to cancel or return your order within 14 days of receiving the goods.

After notifying us of your decision to return the order, you must send the goods back within the applicable return period and follow the return instructions provided by our customer service team.

To request a return, contact us at:

Email: sales@solidfurnishing.co.uk
Phone: +44 7868 196794

Please include your:

• Full name
• Order number
• Product you wish to return
• Reason for the return

Please do not send any item back before contacting us and receiving the correct return instructions.

2. Condition of Returned Products

For change-of-mind returns, products should be returned in a condition suitable for resale.

Where reasonably applicable, the product should be:

• Unused
• Unassembled
• Undamaged
• Complete with all parts and accessories
• Returned with its original packaging

Customers may inspect goods to the extent reasonably necessary to determine their nature, characteristics and suitability, in the same way they would normally be able to inspect them in a physical shop.

We may make an appropriate deduction from the refund where the value of the goods has been reduced because of handling beyond what is reasonably necessary to inspect the product, where permitted by law.

This condition requirement does not limit your statutory rights where an item is faulty, damaged, defective or not as described.

3. Return Method

Returns are accepted by post or suitable courier service.

Before returning an item, you must contact our customer service team so that we can provide the appropriate return instructions.

Due to the size and nature of many furniture products, customers should ensure that an appropriate and adequately insured delivery or courier service is used when arranging a return.

Unless specifically agreed with us in advance, products should not be returned to an address without first obtaining return instructions from Solid Furnishing LTD.

4. Return Shipping Costs for Change-of-Mind Returns

For an eligible change-of-mind or non-defective return, the customer is responsible for arranging and paying the cost of returning the product to us.

We do not normally provide a prepaid return label for change-of-mind returns.

The cost of returning the item will depend on:

• The size and weight of the product
• Your location
• The courier or delivery company selected

We recommend using a tracked and appropriately insured delivery service, particularly for furniture and other high-value items.

Solid Furnishing LTD cannot be held responsible for returned goods that are lost or damaged while being transported by a courier arranged independently by the customer.

5. No Restocking Fee

We do not charge a restocking fee for eligible returns.

However, customers remain responsible for applicable return delivery costs for change-of-mind returns as explained above.

Where legally permitted, deductions may be made if returned goods have been handled beyond what is reasonably necessary and their value has consequently been reduced.

6. Damaged, Faulty, Defective or Incorrect Products

We accept returns for products that are:

• Faulty
• Defective
• Damaged
• Not as described
• Incorrectly supplied

Please inspect your order as soon as reasonably possible after delivery.

If you believe you have received a faulty, damaged or incorrect item, contact us as soon as possible at:

Email: sales@solidfurnishing.co.uk
Phone: +44 7868 196794

Please provide:

• Your order number
• Your full name
• A clear description of the problem
• Photographs or videos showing the issue, where reasonably possible

We will assess the issue and provide appropriate instructions.

Depending on the circumstances and your legal rights, the available remedy may include:

• Repair
• Replacement
• Partial refund
• Full refund

Where goods are confirmed to be faulty, damaged, defective, incorrectly supplied or not as described, we will handle the return or collection in accordance with your statutory rights.

Your rights regarding faulty goods are separate from the 14-day change-of-mind return policy.

UK consumer law provides additional statutory remedies for faulty goods, including a short-term right to reject qualifying faulty goods within 30 days in relevant circumstances.

7. Delivery Damage

If an item arrives visibly damaged, please inform us as soon as possible.

Where possible, please take clear photographs of:

• The damaged product
• The packaging
• Any visible damage to the outer packaging
• The delivery label

Providing photographs helps us investigate the issue efficiently with the delivery company.

Reporting delivery damage promptly does not remove or reduce any statutory rights you may have.

8. Exchanges

We do not offer standard exchanges for change-of-mind returns.

If you wish to purchase a different:

• Product
• Colour
• Size
• Style
• Model

you should return the eligible original item in accordance with this policy and place a new order for the required product.

This does not affect any legal right you may have to a repair or replacement where a product is faulty, defective, damaged, incorrectly supplied or not as described.

9. Refunds

Once we receive your returned item, it will be inspected.

Where the return is approved, the refund will be issued to the original payment method used when placing the order.

Refunds will be processed within 14 days, in accordance with the applicable return circumstances and UK consumer law.

For change-of-mind cancellations, we may withhold the refund until:

• We have received the returned goods, or
• You provide acceptable evidence that the goods have been returned,

where permitted by law.

After we process the refund, your bank, card provider or payment provider may require additional time to credit the funds to your account. This processing time is controlled by the payment provider and is outside our direct control.

UK government guidance states that qualifying online-order refunds must generally be made within 14 days of receiving the returned goods, subject to the applicable circumstances.

10. Original Delivery Charges

Where a customer validly exercises their statutory right to cancel an online order, any applicable refund of the original delivery charge will be handled in accordance with UK consumer law.

Where the customer selected a more expensive delivery service than the standard delivery option offered, we are not required to refund the additional amount paid above the standard delivery cost, where applicable.

For change-of-mind returns, the cost of returning the goods to us remains the customer's responsibility, unless otherwise required by law.

11. Refused or Failed Deliveries

If a customer refuses delivery without prior agreement with us, or if a delivery cannot be completed because of incorrect information supplied by the customer or another customer-related issue, additional delivery or return costs may arise.

Any deductions or charges will only be applied where permitted by law and where the customer is responsible for the additional cost.

Please contact us before refusing a delivery unless there is an immediate and obvious problem with the goods.

12. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

Email: sales@solidfurnishing.co.uk
Phone: +44 7868 196794

Where the order has not yet entered dispatch or delivery processing, we will make reasonable efforts to cancel it.

If the order has already been dispatched, you may need to follow the standard return procedure after receiving the goods.

13. How to Start a Return

To request a return:

Step 1: Contact us at sales@solidfurnishing.co.uk.

Step 2: Provide your order number, name, product details and reason for the return.

Step 3: Wait for our customer service team to provide the appropriate return instructions.

Step 4: Package the item securely and arrange the return using an appropriate postal or courier service where you are responsible for the return.

Step 5: Keep your proof of postage, tracking information and courier documentation until your return and refund have been completed.

Do not send a return without first contacting us for the correct return instructions.

14. Return Address

Please contact our customer service team before returning any product.

The appropriate return instructions and return destination will be confirmed based on the product and order.

Our registered office should not automatically be used as a returns address unless our customer service team specifically instructs you to send the goods there.

This is particularly important for large furniture items that may need to be returned to a specific warehouse or supplier facility.

15. Your Statutory Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict or reduce any rights you have under applicable UK consumer law.

Your legal rights may apply separately where goods are:

• Faulty
• Not of satisfactory quality
• Not fit for purpose
• Not as described
• Incorrectly supplied

These statutory rights are separate from our change-of-mind return arrangements.

16. Contact Us

For questions about cancellations, returns, damaged products or refunds, please contact:

SOLID FURNISHING LTD

Email: sales@solidfurnishing.co.uk
Phone: +44 7868 196794