Every FURNOO London piece is designed with care and prepared specifically for your order. Because many of our fixtures are specialist lighting products, our return policy is designed to be clear, fair, and transparent for both sides.

What We Always Cover

If your item arrives damaged, defective, or different from what you ordered, we will make it right.

This includes:

• Transit damage — physical damage caused during shipping

• Manufacturing defects — electrical or structural faults

• Incorrect items — a product different from your order

In these cases, we cover the return shipping costs and offer your choice of replacement or full refund.

Change-of-Mind Returns

If your order has been delivered correctly and in good condition, we accept change-of-mind returns within 14 days of delivery.

Please note that change-of-mind returns must be arranged and shipped by the customer to our return warehouse in Germany.

Because many of our products are large specialist lighting fixtures, return shipping can be significant. To keep our product prices as fair and accessible as possible, we are unable to cover return shipping costs for orders that were delivered correctly and without any fault.

All returns must be approved by our team before being sent back. Please do not send any items without prior authorisation.

How to Report a Problem

All damage or defect claims must be submitted within 48 hours of delivery for transit damage, or within 14 days of delivery for product defects.

Please send the following to contact@furnoo.co.uk:

• Photos of the damage or defect

• A wide-angle photo of the full product

• A photo of the shipping label on the original packaging

• A brief description of the issue

Claims submitted without supporting documentation may not be processed.

Returns Address

Approved returns are processed via our logistics hub in Germany.

Return instructions and the exact address will be provided once your return request has been approved.

Please do not send items without prior authorisation.

Condition for Approved Returns

Returned items must be:

• Unused and uninstalled

• Not wired, mounted, or altered in any way

• Returned in the original packaging

• Returned with all protective materials, accessories, and parts included

Items that have been installed, wired, used, damaged after delivery, or returned incomplete cannot be accepted.

Refunds

Once the returned item has been received and inspected, approved refunds will be issued to your original payment method within 5–7 business days.

Questions before you order? Please contact us at contact@furnoo.co.uk. We typically respond within 48 hours.