Every FURNOO London piece is prepared with care. If something isn't quite right, our team is here to help. Please contact us before returning or disposing of any item so we can find the best possible solution.

If Something Goes Wrong

If your item arrives damaged, defective, or different from what you ordered, we'll work with you to make things right.

This includes:

• Transit damage: Physical damage during shipping.
• Manufacturing defects: Electrical, structural, or manufacturing faults.
• Incorrect items: A product or variant different from your order.

Depending on the circumstances, we may offer:

• Replacement parts
• A replacement product
• Technical assistance
• A partial refund
• A full refund

Please contact us before returning, disposing of, altering, or dismantling your product. We may request photos, videos, or shipping details to assess the issue.

If a physical return is necessary, our team will provide instructions. Any arrangements required by applicable consumer protection laws will be honoured.

Change-of-Mind Returns

If your order arrives correctly and without fault, you may request a return within 14 days of delivery.

For change-of-mind returns:

• Return destination: Our warehouse in Germany.
• Return shipping: Arranged and paid for by the customer.
• Return instructions: Please contact our team before shipping your item.

We recommend obtaining return instructions to ensure your item reaches the correct facility. This does not restrict your statutory cancellation rights.

Custom-Made & Personalised Products

Products manufactured or modified to individual customer requirements are not eligible for change-of-mind returns or refunds, where permitted by applicable law.

Examples include:

• Custom dimensions: Individually requested measurements.
• Custom cables: Non-standard or specially requested lengths.
• Bespoke finishes: Specially requested colours, materials, or finishes.
• Other custom specifications: Individually agreed modifications.

Selecting a standard product option on our website does not, by itself, constitute customisation.

Please review all customisation details carefully before ordering.

Important: This restriction applies only to change-of-mind returns. Customised products that arrive damaged, defective, or different from the agreed specifications remain covered by applicable consumer protection laws.

Return Condition

For change-of-mind returns, products should be returned in good condition, preferably with their original packaging, accessories, and components.

If an item has been installed, altered, damaged, used beyond reasonable inspection, or returned incomplete, an appropriate refund deduction may apply where permitted by law.

Reporting a Problem

For visible shipping damage, please contact us within 48 hours where reasonably possible. Reporting an issue later does not automatically affect your statutory rights.

Please provide:

• Issue photos: Showing the damage or defect.
• Full product photo: Showing the complete item.
• Shipping label photo: Showing parcel details.
• Brief description: Explaining the issue.

Additional information may be requested if necessary.

Returns & Refunds

Physical returns are handled through our facility in Germany. Our team will provide the return address and instructions.

For returns requiring inspection, the applicable refund will be issued to the original payment method, in accordance with consumer law.

For damaged, defective, or incorrect items, we may issue a refund without requiring a physical return when appropriate.

All refunds are processed in accordance with applicable consumer protection laws and statutory timelines.

Your Statutory Rights

Nothing in this policy limits or excludes any mandatory consumer rights available under applicable law.

Need Assistance?

Our customer care team is here to help with returns, refunds, damaged products, or any concerns about your order.

Email: contact@furnoo.co.uk