Furniture
If you're not satisified with a piece of furniture that you have bought, you have certain rights. If the furniture does not meet certain conditions, you may be entitled to a refund, repair or replacement.
- Your rights
- Important points to bear in mind
- If things go wrong
- The Furniture Ombudsman - Furnishing Standards
Furniture must be of satisfactory quality, fit for its purpose and as described. When furniture doesn't meet some or all of these conditions:
If you have only had the furniture a few weeks or haven’t had a reasonable opportunity to check it, you are probably entitled to a refund for a fault or poor description, or alternatively you may request a replacement.
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If the fault is only minor and can easily be put right, it may be reasonable to accept a repair. This won’t stop you claiming a replacement or refund if the repair turns out to be unsatisfactory takes too long or causes a significant inconvenience.
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If you have had the furniture longer than a few weeks or have had a reasonable opportunity to check it, you are probably still entitled to a repair or replacement. A repair should be carried out within a reasonable period of time and without causing you significant inconvenience. Any repair should restore it to a satisfactory condition. If this does not happen, you are entitled to a replacement or compensation. This could be a sum of money or the costs of having somebody else repair the furniture.
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If the furniture cannot be replaced or repaired economically, you are entitled to a refund. The trader may make a reasonable reduction from the price you paid to allow for the use you have had from the furniture.
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If you are out of pocket in any other way, you may be entitled to compensation over and above the price of the furniture.
The trader must deal with your problem, not the manufacturer
Remember, if you are entitled to a refund, replacement, repair or compensation, it is the trader who must sort out your problem. The trader cannot tell you to go back to the manufacturer.
Important points to bear in mind
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If you bought on credit, you may be able to claim against the finance company. See Bought on credit? for more information.
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If there is a fault arising from fitting, the trader who sold it to you is only responsible if the fitting was part of the deal, otherwise claim against the fitter.
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You have no rights if you choose the wrong size or give the wrong measurements.
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You have no rights if you change your mind.
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However, you have seven working days to cancel a contract for goods ordered by telephone, mail order, email or fax, except for those goods which are made to order. See Returning or cancelling orders for more information.
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You have no rights if a problem arises because you failed to follow the manufacturer's care label instructions.
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You have no rights if you select furniture which is too large or small for the room.
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All upholstered furniture, including second-hand items, must meet fire resistance standards.
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Fair wear and tear is not a fault.
If you determine that there is a problem with the furniture you have purchased, do the following.
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If you can, stop using the item of furniture.
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Locate your proof of purchase. If you haven’t got a receipt, you can use a credit card voucher or cheque stub. Own-brand goods, something exclusive to one shop or the packaging may prove where you bought the item. If someone was with you when you bought it, they can back you up. Remember - it is up to you to show where and when you bought the furniture.
You will now need to contact the trader straight away and report the problem. If you bought the furniture locally, visit the trader. Take any proof of purchase with you. If this is not successful then you may need to consider writing to the trader. See Making a complaint for more information.
The Furniture Ombudsman - Furnishing Standards
The independent standards body for furniture and floor coverings (including kitchens and bathrooms), The Furniture Ombudsman provide a dispute resolution service and can perform on-site inspections of products. Full details of their service including a list of current members is available at The Furniture Ombudsman website.
