Return Policy
Returns & Aftercare
Your satisfaction is our priority. We understand that buying furniture online can sometimes feel like a leap of faith — but with Furn-On, you're in safe hands. If something isn't quite right, we’re here to make the process easy and stress-free.
How to Return Your Furniture
If you’ve changed your mind or aren’t fully satisfied with your purchase, you can return your order for a refund. Our returns process is simple and straightforward:
- Notify Us Within 14 Days: Let us know within 14 days of receiving your order that you'd like to return it. We’ll initiate the return process for you.
- Keep It Unassembled & In Original Packaging: Please ensure the furniture has not been assembled and is returned in its original packaging.
- Choose a Return Option:
- We Collect: We can arrange collection for a fee of £35 or 10% of your order value (whichever is greater).
- You Return: You're welcome to arrange your own courier to return the item to our warehouse.
Not Sure If the Item Is Right for You?
Choosing furniture online isn’t always easy — and we get that. If you’re unsure whether an item suits your needs, our dedicated Customer Service Team is here to help.
- Reach out with any questions — no matter how small.
- Our team is available Monday to Friday, 9am–5pm, and happy to assist with product specs, materials, finishes, and anything else you’d like to know.
- With over 10 years of experience, chances are we’ve answered your question before!
Don’t hesitate — just ask! We're here to help you make the right choice.
What If My Order Arrives Damaged?
Although damage is rare, we understand how disappointing it can be. Here's what to do:
- On Delivery: Please check the external packaging for visible damage and make a note on the courier’s delivery paperwork or handheld device. The phrase "Box Damaged" is ideal.
- Flat-Pack Furniture: Check all parts before assembly to avoid spending time on something that might need replacing.
If you discover any damage:
- Email customer.services@furn-on.com
- Include photos of the damage
- For flat-pack items, include part references from the assembly instructions
We’ll review your message and work quickly to resolve the issue, whether that’s a replacement part or another suitable solution.
What If a Fault Occurs Later?
We're still here to help — even after your delivery is complete.
If a fault develops after 14 days, please contact us by email with:
- A description of the issue
- Images showing the fault
- Details on how and when the issue arose
Send everything to customer.services@furn-on.com and our team will assess the situation and advise on the next steps to put things right.