Returns and Exchanges
IMPORTANT INFORMATION ON YOUR FURNITURE DELIVERY
Whilst we do everything that we can to make sure you’re that happy with your order, we do appreciate that items need to be returned from time to time or you require further contact with us about your purchase. To help guide you through this process please read this important information regarding our Returns & Cancellation policies for Furniture & Larger Items.
Returns
If you change your mind before you start assembling your furniture, we are more than happy to arrange a return. Please be aware this service will be charged at the same rate you paid for delivery.
To return a product, it must be in its delivered form and original packaging, undamaged and not tampered with in any way. Please ensure that you are completely satisfied with your purchase before you start assembling it as if you’ve assembled or part assembled your furniture, then unfortunately this is deemed as acceptance of the products and they can therefore not be returned.
We have a returns policy of up to 14 days after the day we have delivered the product to you. You can inform us that you wish to return the item by phone, email or live chat on our website. We will need the following information from you: personal details (full name and address), order number, product code and reason for the return.
Unpacking & Assembly
Please take time to check the product and all its parts in full within 14 days of product receipt. Do not start assembling until all the parts have been checked through. No claims for damage will be accepted once you have started to assemble your furniture.
By assembling your furniture this is deemed as acceptance of the products and they can therefore not be returned.
Please follow the assembly instructions carefully. If you experience any problems whilst assembling your product, contact our customer services team.
Product Issues
If a product you purchase develops a fault, please email our team and support the email with photographs of the problem. We will arrange either an inspection and repair, a collection and replacement of the part/item in question or a refund depending on the situation.
If we find that the product has developed a fault or damage caused by accident, misuse, negligence or normal wear and tear, we are under no obligation to replace the item or issue a refund. Your statutory rights are not affected.
Replacements
Any shortages, damage or manufacturing fault should be reported to our customer services team. Customers have up to 14 days following delivery to report damage, but claims must be supported by photographs and it is the responsibility of the customer to show that the damage has not been caused by any misuse or mishandling following delivery. All claims must be supported by photographs. In most cases customer services will resolve the problem by sending a new part as quickly as possible. It is in the customer's own interest to fully inspect all furniture as soon as possible after delivery.
IMPORTANT INFORMATION ON YOUR NON-FURNITURE DELIVERY
Please be aware that this returns policy applies only to goods purchased on the Housing Units website.
Open and check your goods within 24 hours of receiving them and inform us of any damage immediately by using our contact form or phoning us on 0161 681 5678. We will arrange for the damaged goods to be collected and for replacements to be delivered, or refunded, whichever you prefer.
If you are unhappy with your goods for whatever reason, you have the right to cancel your contract within 14 days of receipt of the goods. Please get in touch via our contact form or phone us on 0161 681 5678, and we will arrange for your goods to be collected. We cannot accept the return of any items after this period.
All items must be returned unused, in perfect condition, and in their full original clean packaging, which must not be marked or written on.
Unfortunately, we can't offer refunds or exchanges on the following items unless they are faulty or not as described:
- Products which have been personalised for you, such as stationery or gifts.
- Bespoke and made to order products such as furniture, made to measure items such as curtains, and fabric cut by length.
- Items where any assembly process has been started, this especially applies to furniture (see above section).
- Perishable goods such as flowers and food.
- Personal grooming products, cosmetics and pierced jewellery.
- Mattresses, mattress toppers, duvets, pillows, divan beds or bedding unless unopened and unused and in their original packaging.
- Goods that by reason of their nature cannot be returned, including large bulk items.
- Where a product has been specially ordered for you, unless faulty, we're unable to refund or offer an exchange. We'll make this clear when you place an order.
- Gas fires where the box has been opened, unless your Gas Safe Engineer provides a written statement that it is faulty.
We offer a free Monday to Friday returns service. If your goods were delivered by courier please ring 0161 681 5678 or email [email protected] before 12:00 noon, and we will endeavour to pick up your goods using the same courier the next working day. If your goods have been delivered by the Housing Units Delivery Service, we will arrange a time for you.
Alternatively, you may make other return arrangements at your own cost, however we cannot be held responsible for any loss or damage incurred in these circumstances.
Once your items have been received and checked, we will process your refund within 14 days.
You can choose to return your goods to the customer collection area at our Distribution Centre, or for smaller items, you can obtain a refund at the tills in our store. Please bring the credit or debit card you used when you made your purchase and the sales order document sent with your goods as proof of purchase when returning any items this way.
