At CFS, we understand there are various reasons a customer may wish to return an item or request a refund. We aim to make this process as fair and convenient as possible. Please see below for the details of our policy.
Common Reasons for Returns and Cancellations
Customers may wish to return or cancel orders for reasons such as:
1. Change of mind
2. Delivery delays
3. Item no longer in stock
4. Item not suitable for intended use
5. Dissatisfaction with product quality
6. Dissatisfaction with service
7. Item unavailable
At CFS, we pride ourselves on fair trading. We never withhold customer funds or refuse returns unfairly. Our policy ensures customers can exercise their statutory rights with complete peace of mind.
How to Cancel Your Order
If you wish to cancel your order before it is delivered, simply email us at [email protected]. You do not need to provide a reason for cancellation.
Once we receive your request, we will cancel your order and process your refund within 7 to 30 days.
Returns — Important Information
- Items must be returned in their original packaging. We may refuse collection if items are not properly packed.
- A £60 collection charge applies if you return an item because it is unsuitable or due to a change of mind. This fee will be deducted from your refund.
- If your return is due to an issue such as damage, wrong item, or incomplete delivery, we will not charge a collection fee.
Refunds will be issued using the same payment method as the original transaction.
Reporting Issues
- Any damage, discrepancy, or issue must be reported to us in writing within 7 days of delivery.
- Please retain all packaging and provide photographic evidence of the item, packaging, and any damage.
- For damaged or incorrect items, we will arrange a free replacement depending on the situation.
Return Windows
- You have 14 working days to return an item for any reason.
- You have 30 days to reject faulty goods.
- After 30 days, we are unable to accept returns.
Exclusions & Special Terms
- Mattress covers, mattresses, and pillows are excluded for hygiene reasons, unless faulty.
- Made-to-order furniture cannot be cancelled or returned unless faulty or damaged during transit.
- Please note that made-to-order items cannot be cancelled, as they are put in production specifically for each customer. If you'd like to know whether your item is a made-to-order piece, kindly contact us, and we'll be happy to assist you.
- Flat-pack furniture that has been assembled cannot be returned for a full refund. If a part is damaged, we will replace the part, not the entire order.
- Delivery and service charges are non-refundable.
- Ready-assembled wardrobes must be checked for fit prior to ordering. If they do not fit into your property, they cannot be returned.
Refund Process
For returns due to damage, faults, or incorrect delivery:
- Photographic evidence of the item, damage, and original packaging is required.
- Allow 10–14 days for collection to be arranged.
- Refunds will be processed within 30 days of the item being received in our warehouse.
Please note: If you or a third party attempts to assemble an item and it becomes damaged during assembly, we cannot accept a return or refund.
Governing Law
CFS is based in Leicestershire, UK, and operates under the laws of England and Wales. Any disputes will be resolved under these laws.