Our Commitment
Every FURNOO London piece is designed with care and produced specifically for your order. Because many of our fixtures are large-format, made-to-order items, our return policy reflects both the nature of these products and the realities of international specialist freight.

What We Always Cover — No Questions Asked

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 all return shipping costs and offer your choice of replacement or full refund.

Change-of-Mind Returns — Size-Based Policy

For smaller items (packaged dimensions under 120 × 60 × 60 cm), we accept change-of-mind returns within 14 days of delivery. For larger fixtures at or above these dimensions, change-of-mind returns cannot be accepted.

Why we can't accept returns on large fixtures:
Our oversized pendants and chandeliers are produced to order — meaning your item is manufactured specifically for your purchase. International return freight for these items typically costs £200–£600+, which makes the process unviable for both parties. We are transparent about this before you buy, not after.

Not sure about your item's size? Contact us before ordering — we're happy to confirm.

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 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 documentation cannot be processed.

Returns Address
Approved returns are processed via our logistics hub in Germany. Return instructions and the exact address will be provided upon approval — please do not send items without prior authorisation.

Condition for Approved Returns
Returned items must be:

• Unused and uninstalled (items that have been wired or mounted cannot be returned)
• In original packaging with all protective materials intact

Refunds
Once received and inspected, approved refunds are issued to your original payment method within 5–7 business days.

Questions before you order? Reach us at contact@furnoo.co.uk — typical response within 48 hours.