Returns & Refunds Policy – Furniture.Style

We aim to ensure all our customers are completely satisfied with their purchases. As a proud reseller of Heartlands Furniture, our returns and refunds process follows their terms strictly to maintain product integrity and streamline support.

1. Eligibility for Returns

  • Items must not be assembled or show any evidence of attempted assembly.
  • Items must be returned in their original packaging, with all fittings and components intact.
  • Returns are only accepted if the item is defective, damaged in transit, or not fit for its intended purpose.
  • Returns will not be authorised for incorrectly ordered items unless agreed in writing and will be subject to a 25% re-stocking fee.
  • Heartlands operates a no sale, no return policy. As such, all returns must meet strict conditions.

2. Return Authorisation

  • All returns must be authorised in advance. You must complete a Heartlands Customer Returns Form, available here or upon request.
  • After submission, you will be issued a Returns Authorisation Number.
  • Returns will not be collected without prior authorisation or if the return does not match the approved reason and item list.

3. Damaged or Faulty Items

  • All items must be checked before assembly.
  • If a part is missing or damaged, please refer to the instruction manual, note the part number, and notify us immediately.
  • Replacement parts will be offered prior to any full return.
  • Writing “damaged” without specifics is not acceptable—please provide detailed descriptions.

4. Returns Process

  • Items must be returned with a copy of the Returns Form and original invoice.
  • Goods will only be collected by an authorised courier or Heartlands driver.
  • Non-collections due to incomplete or mismatched returns will incur a £50 fee and may affect your ability to return future items.

5. Refunds & Credits

  • Refunds or credits are only issued after full inspection by Heartlands QA staff.
  • Incomplete returns (missing parts, packaging, fittings, etc.) will be rejected.
  • Approved refunds will be credited to your next invoice/order unless stated otherwise.

6. Customer Responsibilities

  • Do not deface or write on packaging.
  • Ensure all packaging is resealed securely for return.
  • Goods showing signs of misuse, incorrect assembly, or missing components will not be credited.

7. Courier Returns

  • We do not accept returns via third-party courier services unless arranged and approved in writing.
  • If you wish to use a courier, you must provide all itemised details and pay in full before collection.