Last updated: 17th May 2026
This website, directhomefurniture.co.uk, is operated by Direct Home Furniture Limited, a limited liability company registered in England and Wales under Company Number: 13833470.
We are a UK-based online retailer specialising in furniture, beds, mattresses, and home products. We want every customer to feel confident shopping with us, and this policy explains how cancellations, returns, refunds, damaged items, faulty goods, missing parts, exchanges, and warranty claims are handled.
Nothing in this policy affects your statutory rights under UK consumer law.
If you need help, please contact our customer service team:
Customer Service Email
support@directhomefurniture.co.uk
Please email support@directhomefurniture.co.uk with your order number, full name, and the reason for your return or claim.
Please do not send anything back without contacting us first. We operate from multiple warehouse locations, and the correct return address depends on the product ordered.
Depending on the reason for your return, we may ask for:
Once your request has been reviewed, we will confirm the next steps. This may include return instructions, collection details, replacement part arrangements, repair options, or another suitable resolution.
Important: Do not return goods to our head office, registered address, supplier address, or the address printed on the courier label unless we have confirmed that address in writing.
If a return is required, goods must be packaged securely and returned using a suitable courier service. We recommend using a tracked and insured courier service, as you are responsible for the goods until they are received at the correct return address.
Once the goods have been received and inspected, or once we have completed our review, we will process the appropriate resolution in line with this policy and your statutory rights.
As an online customer, you have the right to cancel your order without giving a reason.
You have 14 days from the day after the goods are delivered to tell us that you wish to cancel your order.
Once you have told us you wish to cancel, you then have a further 14 days to return the goods to us.
For change of mind returns, goods must be returned in a condition suitable for resale. You are allowed to inspect the goods in the same way you would reasonably inspect them in a shop, but you must not use them beyond what is necessary to inspect their nature, characteristics, and function.
Returned goods should be:
For change of mind returns, the customer is responsible for the cost of returning the goods to us unless we have agreed otherwise in writing.
A courier service must be used. We do not recommend postal services for large furniture items unless they provide suitable tracking and cover.
Where a valid cancellation is made, we will refund the product price and the standard delivery charge paid at checkout, if applicable.
If you selected an upgraded or premium delivery service, only the standard delivery amount, if any, is refundable.
We may make a deduction from the refund if the goods have been handled more than necessary, used, damaged, assembled, marked, altered, missing parts, or returned in a condition that reduces their value.
No restocking fee is charged for a valid statutory cancellation.
We take issues with faulty, damaged, incorrect, or incomplete goods seriously and will always work with you to resolve matters fairly.
If you believe your item is faulty, damaged, unsafe, incorrect, or missing parts, you must:
If you believe a product may be faulty, unsafe, unstable, damaged, or not functioning correctly, you must stop using it immediately. Continuing to use a product after noticing a potential issue may worsen the damage, create a safety risk, or affect our ability to assess the claim properly.
To assess the issue quickly and fairly, we may ask for clear photos, videos, packaging photos, label photos, part references, or other reasonable evidence.
The evidence must clearly show the alleged fault, damage, missing part, incorrect item, or issue being reported. This helps us determine whether the best solution is a replacement part, repair, replacement, return, refund, or another suitable remedy.
You must keep the goods available while your claim is being reviewed. Please do not throw away, destroy, alter, repair, dismantle, donate, sell, return, or otherwise dispose of the product unless we have confirmed the next steps in writing.
If a product, packaging, or relevant part is thrown away, destroyed, altered, repaired, dismantled, or otherwise made unavailable before we have had a reasonable opportunity to assess it, this may affect our ability to verify the issue and may limit the remedies we are able to offer.
This does not affect your statutory rights.
Our packaging is designed to protect the product during transit. If the outer box arrives scuffed, dented, torn, or marked, but the product inside is undamaged and fully functional, this will not usually be treated as product damage.
However, if you are concerned, please contact us and we will be happy to assess the matter.
If your item is missing parts, please contact us with:
Where appropriate, we will arrange for the missing part to be sent to you.
If you believe you have received the wrong item, please do not assemble or use it. Contact us immediately with photos of the item, packaging, courier label, product label, and any visible codes.
If we confirm that the wrong item has been sent, we will arrange the appropriate resolution.
Goods must be as described, of satisfactory quality, and fit for purpose.
If goods are confirmed to be faulty, not as described, or not fit for purpose, we will resolve the matter in line with UK consumer law.
If a product is faulty, not as described, or not fit for purpose within 30 days of delivery, you may be entitled to reject the goods and receive a refund.
We may need reasonable evidence, inspection, or return of the goods to confirm the issue.
If a fault is reported after the initial 30-day period, we may offer a repair, replacement, replacement part, or another suitable remedy in accordance with your statutory rights.
If a fault is reported more than 6 months after delivery, we may ask you to provide evidence that the fault was present at the time of delivery or was caused by a manufacturing defect.
If an item is inspected and no fault is found, or the issue is found to have been caused by misuse, accidental damage, incorrect assembly, unauthorised repair, neglect, normal wear and tear, or failure to follow the instructions, we may not be able to offer a free repair, replacement, or refund.
In these circumstances, we will explain the outcome clearly and fairly.
Some products cannot be returned for change of mind once opened, unsealed, used, or removed from hygiene packaging, unless they are faulty.
This may include:
This restriction applies where the goods are sealed for health protection or hygiene reasons and have been unsealed after delivery.
This does not affect your rights if the item is faulty, not as described, or not fit for purpose.
Made-to-order, custom, or personalised items may not be eligible for cancellation or change of mind return once production has started or the item has been made to your specification.
This does not affect your rights if the item is faulty, not as described, or not fit for purpose.
Where an item is custom-made or personalised, this will be made clear on the product page or before purchase where applicable.
Clearance, final sale, and discounted items have the same statutory rights as full-price items if they are faulty, not as described, or not fit for purpose.
However, where an item is clearly marked as clearance, final sale, end of line, imperfect, ex-display, or reduced due to a stated issue, it may not be eligible for change of mind return unless your statutory cancellation rights apply or unless we have agreed otherwise in writing.
If a specific fault, mark, defect, or limitation was clearly explained before purchase, you cannot later claim that same disclosed issue as a fault.
Many of our products require home assembly. Please read all instructions carefully before assembling or using your item.
You are responsible for ensuring that:
Damage caused by incorrect assembly, misuse, overloading, failure to follow instructions, neglect, accidental damage, unauthorised repair, or normal wear and tear is not treated as a manufacturing fault.
If using furniture or beds on wooden, laminate, tiled, vinyl, polished, or other hard flooring, we strongly recommend using suitable anti-slip pads, felt pads, floor protectors, or non-slip grips on all legs and contact points.
This helps reduce movement, noise, floor marking, and potential product stress caused by sliding.
Damage caused by products sliding, being dragged, being placed on an unsuitable surface, or being used without suitable floor protection may not be treated as a manufacturing fault.
This does not affect your statutory rights.
Please do not return goods without first contacting us and receiving written return instructions.
We use multiple warehouse and supplier locations. The address on your parcel, courier label, invoice, company registration, or website footer may not be the correct return address.
Items returned to the wrong address may be delayed, refused, lost, returned to sender, or not processed.
If you return goods without following our return instructions, you may be responsible for any additional courier charges, redirection costs, storage fees, or loss caused by sending the goods to the wrong location.
Returned goods must be packaged securely and safely to avoid damage in transit.
For change of mind returns, you are responsible for the goods until they are received at the correct return address.
We recommend using a tracked and insured courier service and keeping proof of postage, tracking details, and courier receipts.
If goods are damaged during return transit because they were not packaged securely, this may affect the refund amount.
Where we arrange a courier collection, you must ensure the goods are safely packaged and available for collection at the agreed time and location.
If a collection fails because the goods are unavailable, unpackaged, inaccessible, or the courier cannot complete collection for reasons within your control, additional collection charges may apply.
Refunds are issued to the original payment method used at checkout.
We cannot refund to a different card, bank account, person, or payment method.
For returned goods, refunds are normally processed within 14 days of us receiving the goods back, or within 14 days of you providing evidence that you have returned the goods, where legally required.
For cancelled orders that have not yet been dispatched, refunds are normally processed as soon as reasonably possible.
Once a refund has been processed by us, your bank, card provider, finance provider, or payment platform may take additional time to show the funds in your account.
Where you cancel your full order under your statutory cancellation rights, we will refund the standard delivery charge paid at checkout, if applicable.
If you selected an upgraded, premium, priority, express, or enhanced delivery option, we are only required to refund the standard delivery cost, if any.
We may make a deduction from your refund where goods have been used, damaged, assembled, altered, marked, returned incomplete, returned without reasonable care, or handled beyond what is necessary to inspect them.
We will always assess deductions fairly and reasonably.
Exchanges and store credit may be offered at our discretion where suitable.
If you choose an exchange or store credit instead of a refund, the replacement item or credit will normally be issued once the original goods have been received and inspected.
Any exchange credit will be based on the amount paid for the returned product, less any deductions that reasonably apply.
Where an exchange item is more expensive, you will need to pay the difference. Where it is cheaper, we will confirm the available options.
Your statutory rights are not affected.
We stand behind the quality of our products and provide warranty support against manufacturing defects.
This warranty covers manufacturing defects only. It does not cover:
To maintain eligibility for warranty support, products must be assembled, used, maintained, and cared for in accordance with the instructions provided.
This warranty is in addition to, and does not replace, your statutory rights.
We cannot treat an issue as a manufacturing fault if the damage was caused by customer handling, misuse, incorrect assembly, overloading, neglect, accidental damage, unauthorised repair, attempted repair, modification, or continued use after a fault became apparent.
If you believe a product has a fault, please stop using it immediately and contact us before attempting to fix, adjust, dismantle, or dispose of it.
If you arrange your own repair or modification without our written approval, this may affect our ability to assess the issue and may limit the remedies we are able to offer.
This does not affect your statutory rights.
We may ask for proof that the product was purchased from Direct Home Furniture.
This may include your order number, confirmation email, receipt, invoice, payment record, or other reasonable proof of purchase.
Refunds and returns are normally handled with the original purchaser.
We may be unable to accept a return or may reduce the refund amount where:
We will always assess each case fairly and in line with your statutory rights.
If you experience an issue with your order, please contact us as soon as possible. We are here to help and will always aim to resolve matters quickly, fairly, and professionally.
Email: support@directhomefurniture.co.uk
Please include your order number, full name, delivery postcode, and any relevant photos or videos so we can assist you as quickly as possible.
Nothing in this policy affects your statutory rights. If any part of this policy conflicts with your statutory rights, your statutory rights will apply.
