Q&P Furniture – Returns, Refunds & Cancellation Policy

At Q&P Furniture, we are committed to supplying high-quality furniture and providing a fair, clear and professional service to our customers.

This policy explains the conditions that apply to returns, refunds, damaged or faulty goods and order cancellations. Nothing in this policy affects your statutory rights under UK consumer law.

1. Returns – Change of Mind

Online Orders

For eligible products purchased online, customers have the right to notify us that they wish to cancel their order within 14 days of receiving the goods, in accordance with applicable UK consumer law.

Once cancellation has been requested, the goods must be returned within the applicable legal return period.

To qualify for a full refund, products should be:

• In their original condition

• Unused and not unnecessarily handled

• Complete with all parts, accessories and documentation

• Returned in their original packaging wherever reasonably possible

• Accompanied by valid proof of purchase

Customers may inspect goods in the same way they reasonably would in a retail store. However, where a product has been handled beyond what is reasonably necessary to establish its nature, characteristics or functionality, Q&P Furniture may make an appropriate deduction from the refund for any reduction in value, where permitted by law.

In-Store Purchases

For non-faulty products purchased directly from our showroom, change-of-mind returns are accepted at the discretion of Q&P Furniture and must normally be requested within 7 days of purchase/delivery.

The product must be unused, unassembled and in its original condition and packaging.

Your statutory rights regarding faulty, damaged or misdescribed goods are not affected.

2. Items Excluded From Change-of-Mind Returns

The following products may not qualify for a change-of-mind return where permitted by law:

• Bespoke, customised or made-to-order furniture

• Products manufactured or altered specifically to the customer's requirements

• Products that have been modified by the customer

• Items that have been damaged through misuse, neglect, incorrect assembly or improper handling

• Clearance or sale items purchased in-store where clearly sold as non-returnable for change-of-mind purposes

Bespoke, customised and made-to-order products are generally excluded from the statutory cancellation right applicable to standard online purchases.

These exclusions do not affect your statutory rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

3. Damaged, Faulty or Incorrect Goods

Customers are requested to inspect their furniture as soon as reasonably possible following delivery.

Any visible transit damage, missing parts, manufacturing defects or incorrect items should be reported to Q&P Furniture within 48 hours of delivery wherever possible.

When reporting an issue, please provide:

• Your order number

• A clear description of the problem

• Clear photographs and/or videos showing the issue

• Photographs of the packaging where transit damage is involved

Reporting visible damage promptly allows us to investigate the matter quickly with our delivery partners or suppliers.

Once the issue has been assessed, Q&P Furniture will provide an appropriate remedy in accordance with the circumstances and applicable consumer law. This may include:

• Replacement parts

• Repair

• Replacement of the product

• Partial refund, where appropriate

• Full refund, where legally required or otherwise agreed

The request to report visible damage within 48 hours does not remove or restrict any statutory rights relating to faulty goods.

4. Condition of Returned Goods

Customers are responsible for taking reasonable care of products while they remain in their possession.

We reserve the right, where permitted by law, to make an appropriate deduction from a refund if:

• The product has been damaged after delivery

• Parts or accessories are missing

• The product has been unnecessarily used or handled

• The condition of the product has been reduced beyond what would reasonably be expected when examining it

• Damage has resulted from incorrect assembly, misuse or improper care

Products must be prepared safely and appropriately for collection or return.

5. Refunds

Once returned goods have been received and inspected, we will confirm the outcome of the return.

Approved refunds will be issued to the original payment method.

Refund processing times may vary depending on the payment provider or bank.

For qualifying online cancellations, refunds will be processed within the timescales required by applicable UK consumer law.

Where applicable, the original standard delivery charge will also be refunded. Additional charges for premium, upgraded, express or other enhanced delivery services may not be refundable beyond the standard delivery cost.

Installation, assembly and other services that have already been properly performed may be treated separately where permitted by law.

6. Return Collection & Return Costs

Unless the product is faulty, damaged, incorrect or otherwise supplied in breach of contract, the customer may be responsible for the cost of returning the goods where this has been communicated in accordance with applicable law.

For furniture or other large items requiring collection, an appropriate collection charge may apply.

Where a return is accepted because of a verified fault, manufacturing defect, transit damage or incorrect item, Q&P Furniture will arrange the appropriate return, collection or other remedy in accordance with your statutory rights.

Customers must not arrange an unauthorised return or disposal of an item without first contacting Q&P Furniture.

7. Order Cancellations Before Dispatch

If you wish to cancel or amend an order, please contact us as soon as possible.

For standard products that have not yet entered dispatch, we will make every reasonable effort to cancel the order.

For bespoke, customised or made-to-order furniture, cancellation may not be possible once:

• Production has started

• Materials have been ordered or cut specifically for the order

• The product has been customised

• The order has entered the manufacturing process

Any cancellation rights provided by law remain unaffected.

For eligible online orders, statutory cancellation rights will apply even where the order has already been dispatched, subject to the applicable exceptions for customised or bespoke products.

8. Failed or Refused Deliveries

Customers are responsible for ensuring that:

• The delivery address supplied is correct

• Suitable access is available for the furniture ordered

• An authorised person is available to accept delivery where required

If a delivery cannot be completed because of incorrect information, insufficient access, refusal of delivery without a valid reason, or nobody being available at an agreed delivery time, additional delivery or collection charges may apply where permitted.

We strongly recommend checking product dimensions and access routes, including doors, staircases, hallways and lifts, before placing an order.

9. Incorrect Assembly or Customer-Caused Damage

Q&P Furniture cannot accept responsibility for damage resulting from:

• Incorrect assembly

• Failure to follow assembly or care instructions

• Misuse or neglect

• Unauthorised modifications

• Accidental damage occurring after delivery

• Normal wear and tear

This does not affect claims relating to genuine manufacturing defects or other statutory rights.

10. Proof of Purchase

We may require reasonable proof of purchase before processing a return, refund, replacement or warranty-related request.

Acceptable evidence may include:

• Order confirmation

• Invoice

• Receipt

• Online order number

• Other reasonable evidence confirming the purchase

11. Assessment of Claims

All return, damage and refund requests will be assessed fairly and individually in accordance with:

• The condition of the product

• The circumstances of the return

• Photographic or video evidence provided

• The terms of this policy

• Applicable UK consumer law

Q&P Furniture reserves the right to decline requests that fall outside our voluntary return policy or where the conditions of return have not been satisfied.

Nothing in this policy limits, excludes or overrides any rights or remedies that a customer is entitled to under applicable UK consumer law.

Contact Q&P Furniture

If you need to request a return, report damage, cancel an order or discuss a problem with your purchase, please contact Q&P Furniture with your order number and full details of your enquiry.

Providing photographs or videos when reporting damaged or faulty furniture will help us investigate and resolve your request as quickly as possible.