Refund and Return Policy

Refund and Return Policy

This policy applies to orders placed on jzfurniture.co.uk with JZ Furniture Ltd (company number 13154131). Nothing in this policy affects your legal rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.

Your 14 day right to cancel

Because you are buying online, you have the legal right to cancel your order within 14 days of the day you receive it, without giving any reason. To cancel, email info@jzfurniture.co.uk or call 0208 064 2202 within that period and tell us clearly that you wish to cancel. You then have a further 14 days to return the goods to us.

We will refund the price you paid for the goods, together with the standard delivery charge you paid on the original order, within 14 days of receiving the goods back or of receiving proof that you have sent them. If you chose a more expensive delivery option than our standard service, we refund the standard delivery cost only.

Our 30 day returns window

In addition to your legal cancellation right, we accept returns for up to 30 days from the date of delivery, provided the item is unused, in its original condition and returned in its original packaging with all fittings, fixings, manuals and accessories included. Please keep the packaging until you are sure you are keeping the item, as we cannot accept a return without it.

Who pays for the return

If the item is faulty, damaged, incorrect or not as described: we pay. We will arrange and pay for collection, and you will receive a full refund including your original delivery charge, or a free replacement or repair, whichever you prefer. There is no cost to you.

If you have changed your mind: you are responsible for the cost of returning the goods to us. Because our items are large, we recommend you contact us first and we will quote you for collection by our own delivery team, or you may arrange your own suitable carrier. The goods remain your responsibility until they reach us, so please obtain proof of postage or collection.

Damaged or faulty items

Please inspect your order when it arrives and tell us as soon as you reasonably can if anything is damaged, faulty or incorrect, ideally within 48 hours of delivery, and send us photographs so we can resolve it quickly. Reporting promptly helps us, but it does not limit your legal rights. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject faulty goods for a full refund, and further rights to a repair or replacement after that period.

Sale items

Items bought in a sale or with a discount can be returned on the same terms as full price items. You will be refunded the amount you actually paid.

Made to order and bespoke items

Items made or altered to your own specification are excluded from the 14 day cancellation right, as permitted by the Consumer Contracts Regulations. This does not affect your rights if the item arrives faulty or is not as described. We will always tell you before you order if an item is made to your specification.

How to start a return

Email info@jzfurniture.co.uk or call 0208 064 2202 with your order number and, if the item is damaged or faulty, photographs of the problem. We will confirm the return address and, where we are collecting, arrange a collection date with you. Please do not send anything back before contacting us.

How your refund is paid

Once we receive the returned item we will inspect it and email you to confirm. Approved refunds are issued to the original payment method within 14 days of us receiving the goods back. If you paid using Klarna or PayPal Pay in 3, your refund is processed through them and their timescales will apply.

If a returned item is damaged in transit on its way back to us, or is returned incomplete or in a condition worse than when it was delivered, we may reduce the refund to reflect the loss in value, and we will explain any deduction to you in writing.

Cancelling before delivery

You can cancel your order at any time before it is dispatched and receive a full refund. Just email or call us with your order number.

Deposits

We do not normally take a deposit. Where a deposit is taken for a bespoke or made to measure item, we will explain in writing before you pay what the deposit covers and in what circumstances it can be refunded.

Exchanges

If you would like a different item, the simplest route is to return the original under this policy and place a new order. If the original item was faulty, we will send the replacement at no cost to you.

If you are not happy

If you are unhappy with how we have handled a return, please contact us at info@jzfurniture.co.uk and we will do our best to resolve it. You can also seek advice from Citizens Advice.

Contact

JZ Furniture Ltd, Unit 3b, 113 River Road, Barking, IG11 0EG, United Kingdom
Email: info@jzfurniture.co.uk | Telephone: 0208 064 2202 | WhatsApp: 0741 269 9977
Monday to Friday 10:00 to 17:00, Saturday 10:00 to 16:00