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Returns Policy

Returns Policy

First, if you have a need to consider refunds and returns, you likely ordered a product from us. Which means we owe you a “thank you!” Nothing makes us happier than happy Favolosa Furniture customers, and as such we promise to do our very best to deliver an amazing product and customer experience. That said, here are some things you might want to know…

At Favolosa Furniture , we want you to be delighted with your purchase.

Our customer services teams on hand to help at all times

* Collection and redelivery fees will apply for unwanted items. Please see charges section below. Unwanted items can also be sent back to us via your choice of transport.

Hassle Free Returns & Exchanges

Returns Address:

Favolosa Furniture Ltd, 11 Alexandra Road, Middlewich, Cheshire, CW10 0EG

Please contact our team to arrange a return prior to sending anything back.

If you decide you don’t want a product, you can return your items within 30 days of delivery for a full refund.

If you change your mind and would like to swap your product(s) for something else from our site, this can usually be arranged. We ask that you let us know within 28 days from date of delivery, via telephone or email. Once we have received your product and checked that it is in an unused condition and suitable for re-sale, we will arrange to send your new choice to you. Since there is no error on our part, it is your responsibility to pay for the cost of returning your original item to us in the post. We would also recommend that you insure your parcel to save against any unexpected loss. We do not offer an additional free delivery service on an exchange, so be aware that you will be billed the standard delivery fee on top of the cost of the replacement product(s). For small items this will be £7.99, standard size is £12.99 and for large items this will be £29.99. If the replacement value exceeds the cost of the original order we will telephone you to approve the payment, and if the value is less than the original we will refund your card within a maximum of 14 days.

We understand that returning fragile items can be difficult. We now offer a collection service for your convenience . For small items, we’ll send a courier to collect. For bulky, fragile items, we’ll send a specialist fragile transport company. They too will provide a collection window for convenience. Please note that charges will apply (see below). Alternatively, you are welcome to arrange your own method of transport back to us.

Simply speak with us via live chat or email sales@favolosafurniture.co.uk and we’ll be happy to help arrange your return.

Please note that we cannot accept returns or exchanges for products that have been used or made-to-order.  In order for your return to be accepted, please ensure items are packaged as they were sent out, and that they are in a resellable condition.

COLLECTION SERVICE CHARGES

We won’t charge you a restocking fee for returning your products*, but you will be required to pay the transportation costs incurred by the return (or arrange your own delivery back to us). The charge for this service will depend on the size and type of items being returned.

• Small, non-fragile items can be collected via a courier. Our team can select a specific day that suits you, or collect from an alternative address. The charge for this is £9.99.
• Large, fragile items can be collected via a specialist fragile carrier to ensure they arrive back safely. The charge for this is £29.99 for the collection of a single fragile box, or £39.99 for the collection of multiple boxes.
• If you are exchanging your item, you will also be required to pay the delivery cost of your new item.

DAMAGED GOODS

Our team carefully package your order before we dispatch it to you, so damage is rare. It’s also very important that you inspect your goods upon delivery, as we’ll ask you to inform us of any damages within 48 hours of delivery.

If you discover a damaged item within 48 hours, please speak with our team via live chat or email sales@favolosafurniture.co.uk. 

Please email us via sales@favolosafurniture.co.uk within 2 working days of your delivery, sending us photos of both the damage as well as the exterior packaging of the damaged item. Once the damage has been confirmed, we will ensure a replacement is sent, free of charge.

FAULTY GOODS

If you believe you have a defective product, please contact our team. It may be possible to resolve a problem over the telephone or by email, or by sending replacement parts. As such, we recommend that you do not uninstall or replace an item prior to speaking with our team. We may also instruct the manufacturer’s technical or aftersales team to contact you directly.

Due to the nature of the products we sell, it may not be immediately evident whether the product is faulty or if the problem lies with the installation or the domestic environment. We reserve our right to collect and arrange for the item to be tested to ascertain the cause of a purported fault. This process may take up to 28 days, although we will always aim to act as quickly as possible.

In the instance, you have had the product for 30 days or more and the product develops a fault the warranty is with the manufacturer and we will assist you in liaising with the manufacturer for support.

We may be able to confirm a product defect without the need for collection or testing. If you are able to provide images or videos of the faulty item this is often a big help in us resolving your issue as quickly and painlessly as possible.

Once we’ve confirmed a fault, we’ll advise you on the next course of action. You are entitled, once a fault has been confirmed, to either an exchange or a refund within the first 30 days after delivery of your order. After 30 days, products that develop a fault are usually covered under the manufacturer’s warranty and subject to the terms and conditions of that warranty. Please retain your proof of purchase and any warranty documentation, if supplied, in case you need to claim under warranty at a later date.