Returns and Refunds

Email: customerservice@cfsonline.co.uk
Phone: 0116 296 3800

Cancel an order before delivery

Email us as soon as possible with your order number and the items you wish to cancel. You do not need to give a reason.

We’ll check whether your order has been dispatched and confirm what happens next. If it is already on its way, we may need to arrange a return. Furniture made specifically to your individual requirements has different cancellation rules, explained below.

Change your mind about an online or phone order

For most items bought online or by phone, you have 14 calendar days after receiving them to tell us you want to cancel. You then have a further 14 days to return them. You do not need to give a reason.

Email us with your order number and the item you wish to return. We’ll provide return instructions. Please contact us before sending back large furniture.

You may inspect an item as you would in a shop. Pack it securely for its return. Original packaging is helpful, but you can request a return without it. If an item has been handled beyond what is needed to inspect it and its value has been reduced, a deduction may apply.

Return and collection costs

For a change-of-mind return, you are responsible for the return cost. If you use our collection service, the charge is £60. We’ll confirm the arrangements before booking collection.

We do not charge this change-of-mind collection fee if an item is being returned because it is faulty, damaged on delivery or incorrect.

Furniture bought in our showroom

If you buy furniture in our Leicester showroom, we do not accept a change-of-mind return simply because you later decide you no longer want it, measured incorrectly or find that it does not fit your home. Please check the item’s dimensions and your property access before buying.

If the furniture is faulty, does not match its description or we supplied incorrect dimensions, contact us. Your statutory rights still apply.

If you viewed an item in our showroom but later bought it online or by phone, the online and phone cancellation rules above apply to eligible items.

Ex-display furniture bought in our showroom

Ex-display furniture has been on display and may have marks or signs of use. Please inspect the item carefully, check its dimensions and make sure you are happy with its condition before buying. Ask our team if you would like a closer look.

We do not accept change-of-mind returns on ex-display furniture bought in our showroom, including where you later decide that a visible mark is unacceptable or the item does not fit your space.

If the item has a fault that was not apparent when you inspected it, or it does not match the description given at purchase, contact us. Your statutory rights still apply.

Furniture made to your specifications

Furniture made specifically to your individual measurements, design or other agreed requirements cannot be cancelled or returned because you have changed your mind. Please check the agreed specifications carefully before placing your order.

If the furniture arrives damaged, faulty, incorrect or different from the agreed specifications, contact us. We’ll review the issue and arrange the appropriate remedy. Your statutory rights still apply.

If you are unsure whether an item is made specifically to your requirements, ask our team before ordering.

Damaged, faulty or incorrect items

Contact us as soon as you notice a problem. Include your order number, a description of the issue and photographs if you have them. Please keep any packaging where possible while we look into it.

We’ll review what has happened and explain the appropriate next step. Depending on the circumstances, this may be a repair, replacement or refund.

Reporting delivery damage promptly helps us investigate it. Your rights do not end after seven days or 30 days if an item is faulty, and you can contact us about a problem that only becomes apparent later.

Sealed hygiene products

A product sealed for health or hygiene reasons may not be eligible for a change-of-mind return once its seal has been broken. Any restriction that applies should be made clear before you buy it.

You can still contact us if the product is faulty or not as described.

When will I receive my refund?

For an eligible change-of-mind return, we’ll issue your refund without undue delay and within 14 calendar days of receiving the item back, or receiving proof that you’ve sent it back, whichever is earlier.

If you paid for delivery, we’ll refund the cost of our standard delivery service. If you chose a more expensive service, the additional amount may not be refunded. Refunds are normally made to the payment method used for the order.

For faulty, damaged or incorrect items, we’ll explain the applicable remedy and refund arrangements after reviewing the issue.

Email customerservice@cfsonline.co.uk with your order number and tell us whether you want to cancel, return an item or report a problem. We’ll guide you through the next step.

Phone: 0116 296 3800
Email: customerservice@cfsonline.co.uk