Refund policy

Last updated: 19 August 2026.

This policy applies to consumer purchases made online from Furniture Haven, operated by Furniture Craft Ltd. It does not limit your statutory rights when goods are faulty, not as described or otherwise do not conform to the contract.

Your right to cancel an online order

For most goods bought online, you may cancel without giving a reason from the time the order is placed until 14 days after the day you receive the goods. If an order is delivered in separate parts, the period normally runs from the day you receive the last part.

To cancel, send a clear statement to contact.furniturehaven@gmail.com before the cancellation period ends. Please include your name, order number, the goods concerned and the date received. You may use the model cancellation form below, but you do not have to.

Returning cancelled goods

After telling us that you wish to cancel, you must send the goods back or make them available for an agreed collection without undue delay and no later than 14 days after your cancellation notice. Contact us before sending furniture so we can provide the correct return or collection instructions. Do not send goods to our registered office unless we confirm it as the return address.

You may inspect goods as you would in a shop. Please take reasonable care of them and, where reasonably possible, use suitable protective packaging for the return. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

You are responsible for direct return costs only where the law permits and this was made clear before purchase. If the goods cannot normally be returned by post, contact us to arrange collection and we will confirm any applicable cost. We pay reasonable return or collection costs where goods are faulty, damaged on arrival, not as described or supplied incorrectly.

Refunds

We will refund the price paid and, where required, the cost of standard delivery. If you chose a more expensive delivery method, we do not have to refund the amount above the standard delivery cost. We will use the original payment method unless you expressly agree otherwise and will not charge a refund fee.

For returned goods, we will make the refund without undue delay and no later than 14 days after we receive the goods back or, if earlier, after you provide evidence that they were sent back. We may withhold the refund until we receive the goods or evidence of return.

Faulty, damaged or incorrect goods

Please inspect your delivery and contact us as soon as reasonably possible if an item is damaged, faulty, missing parts or not what you ordered. Include your order number and photographs where useful. Depending on the circumstances and your statutory rights, the remedy may be a repair, replacement, price reduction or refund. Reporting delivery damage promptly helps us investigate it, but does not remove your statutory rights.

Exceptions

The change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised, such as genuinely bespoke or made-to-measure items. An exception never removes your rights where goods are faulty, not as described or otherwise do not conform to the contract. Contact us if you are unsure whether an exception applies.

Exchanges

Please contact us if you would prefer a replacement. Where a direct exchange is not practical, we may process a return and ask you to place a new order.

Model cancellation form

To: Furniture Craft Ltd trading as Furniture Haven, Oak House Reeds Crescent, Central Park, Watford, England, WD24 4QP; contact.furniturehaven@gmail.com.

I/We give notice that I/we cancel my/our contract of sale for the following goods:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date:

Contact

Email contact.furniturehaven@gmail.com or call 07742 178963. Furniture Haven is operated by Furniture Craft Ltd, company number 13697496.