Returns Policy

RETURN, EXCHANGE, FAULTY, DELAYED, LOST AND REPLACEMENT ITEMS

You, the Customer, should refer to the Definitions clause above in order to view the meaning of key commercial terms cited in this clause such as Return Items, Exchange Items, Faulty Items, Delayed Items, Lost Items, Out-of-Stock Items and Replacement Items.
Return Items: Are permitted within thirty (30) calendar days of the Delivery Date.

a) To inform us, Furniture 2 U Direct LTD of a Return Item, you can submit a Return Item request via email or Live Chat.
b) Upon receiving a Return Item request, we aim to respond within five (5) Business Days (Monday to Friday) and either accept or reject the Return Item request in principle, based on speaking to our suppliers and getting a determining answer from them on the facts provided.
c) If accepted in principle, you will then have thirty (30) calendar days to return the Item/s, which you, the customer will be responsible for paying the shipping cost/s associated with returning the Item/s to our suppliers.

If your request has been accepted, you will be instructed where to return the item/s to but you must to include a form of Order identification (such as invoice) for identification purposes.

You the customer are responsible for ensuring that any Return Item arrives safely back with our suppliers. We strongly advise you as appropriate to use a tracked shipping service with insurance as appropriate. If the Item/s is shipped using a tracked shipping service and the tracking number shows that delivery back to our suppliers was completed, then the Item/s will be considered as having been delivered. If the tracking number does not show the Item delivery as being completed, or if there is no tracking number for the Item/s, then you will be accountable for the non-delivery of the Item/s and any resultant losses.

d) Upon receiving the Return/ed Item/s back, our suppliers will inspect the Item/s and either accept or reject the Return Item/s within 3-5 Business Days (on Business days, Monday to Friday).

e) If the Return Item is accepted, you will be refunded as per the Refunds clause below.

f) The determination and acceptance of a Faulty Item rests with us Furniture 2U Direct LTD and/or our suppliers. Our suppliers undertake their best and fair professional judgement in this regard.

Exchange Items: We at Furniture 2 U Direct LTD do not facilitate the exchanging of one Item for another. Exchange Items must therefore be treated in the same manner as Return Items.

a) To affect an exchange, we will refund you for the Return Item once it has been returned to our suppliers and inspected as described above, in the Returns Items policy steps.

Faulty Items: You may return a Faulty Item to our suppliers within sixty (60) calendar days of the Delivery Date, regardless of whether or not you have retained the Item’s original packaging and labels.

a) To inform us, Furniture 2 U Direct LTD of a Return Item, you can submit a Faulty Item request via email.

b) Upon receiving a Faulty Item request, we aim to respond within five (5) Business Days (Monday to Friday) and inform you of the steps to follow based on speaking to our suppliers and getting a determining answer from them on the facts provided:
1) accept the Faulty Item request and issue a refund,
2) accept the Faulty Item request and issue a shipping label for its return,
3) accept the Faulty Item request and dispatch a Replacement Item or,
4) reject the Faulty Item request and provide a reason for doing so.
Where applicable, you will have up to thirty (30) calendar days to return the Item to our suppliers.
c) You the customer are responsible for ensuring that any Return Item arrives safely back with our suppliers. We strongly advise you as appropriate to use a tracked shipping service with insurance as appropriate. If the Item is shipped using a tracked shipping service and the tracking number shows that delivery back to our suppliers was completed, then the Item will be considered as having been delivered. If the tracking number does not show the Item delivery as being completed, or if there is no tracking number for the Item, then you will be accountable for the non-delivery of the Item and any resultant losses.

d) Upon receiving the Return Item back, our suppliers will inspect the Item and either accept or reject the Return Item within 3-5 Business Days (on Business Days, Monday to Friday).

e) If the Faulty Item is accepted, you will be refunded as per the Refunds clause below.

f) The determination and acceptance of a Faulty Item rests with us Furniture 2 U Direct LTD and/or our suppliers. Our suppliers undertake their best and fair professional judgement in this regard.

g) Items that develops a fault after the sixty (60) calendar day period described above has expired, will lay as the responsibility of the item brand manufacturer. In such instances you are advised to liaise with the Item manufacturer directly in relation to any manufacturer’s warranty that may or may not be applicable. You may contact us Furniture 2U Direct LTD for information on how to contact the manufacturer, but we cannot guarantee we will always have this information available, but we will try our best to assist in any possible way.
Replacement Items: Our suppliers are required to dispatch all Replacement Items within 3-5 Business Days (on Business Days, Monday to Friday) of the underlying Item/s request being accepted.

Delayed Items: Our suppliers are required to keep their Delayed Item instances to a minimum, but we cannot guarantee that all Items will always be delivered to you the customer on time.
Sometimes this may be caused by third party, due to unforeseen circumstances that is out of the control from our hands or our suppliers hands.
Lost Items: Our suppliers are required to keep their Lost Item instances to a minimum when supplying the item/s to our customers.
a) To inform us Furniture 2U Direct LTD of a Lost Item you can submit a Lost Item request via email.
Upon receiving a Lost Item request we aim to respond within five (5) Business Days (Monday to Friday) and inform you of the steps to follow based on speaking to our suppliers and getting a determining answer from them on the facts provided:
1) accept the Lost Item request and issue a refund,
2) accept the Lost Item request and dispatch a Replacement Item or,
3) reject the Lost Item request and provide a reason for doing so.
b) The determination and acceptance of a Lost Item rests with us, Furniture 2U Direct LTD and/or our suppliers. Our suppliers will try to undertake their best and fair professional judgement in accordance with the following principles:
If the Item is shipped using a tracked shipping service and the tracking number shows that delivery to you, the customer was completed, then our suppliers will not be held accountable for non-delivery and may reject the Lost Item request.
If the tracking number does not show the Item as being delivered or if there is no tracking number for the Item, then or our suppliers will be held accountable for the non-delivery of the Item and should accept the Lost Item request.

REFUNDS

We aim to ensure but cannot guarantee that we aim for refunds to be approved by our supplier within five to seven (5-7) Business Days of either receipt of Item/s in question or agreement to issue the refund.
Upon approval of a Refund, we aim to be able to provide a refund thereafter the approval process a refund within and up to Fourteen (14) Business Days (on Business Days, Monday to Friday).
Refunds for Return Items or Lost Items: Based on the determining factors of Returns Item/Lost Item policy, you the customer may receive a refund which will be for an amount equivalent to the total Order Amount as invoiced, inclusive of the original outbound shipping costs and VAT (if applicable). You the customer will be responsible for paying the shipping costs associated with returning the Item/s to our suppliers.

Refunds for Faulty Items: Based on the determining factors of Faulty Item policy, you the customer may receive a refund which will be for an amount equivalent to the total Order Amount as invoiced, inclusive of the original outbound shipping costs and VAT (if applicable). You the customer will be responsible for paying the shipping costs associated with returning the Item/s to our suppliers.