Refund policy

Returns and Refunds Policy

At Furnivo, we want you to be completely satisfied with your purchase. This policy explains your rights under UK consumer law and our own voluntary returns and refunds arrangements. It applies to all goods purchased from Furnivo at furnivolab.myshopify.com for delivery to addresses in the United Kingdom.

Your Statutory Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your order within 14 calendar days, without giving any reason. This is your statutory "cooling-off" period and applies in addition to your rights under the Consumer Rights Act 2015.

When Does the 14-Day Cancellation Period Start?

  • For a one-off purchase of a single item: the 14-day period begins on the day after you (or a third party you nominate, other than the carrier) physically receives the goods.
  • For multiple items ordered together but delivered separately: the period begins on the day after you receive the last item.
  • For goods delivered in instalments or on a subscription basis: the period begins on the day after you receive the first instalment or delivery.

How to Exercise Your Right to Cancel

To cancel your order within the 14-day statutory period, you must inform us of your decision in a clear statement. You may do so by any of the following means:

  • Email: contact@furnivo.shop
  • Telephone: 447447205992
  • Post: Furnivo, Princes Street, Edinburgh, EH1 1BE, United Kingdom

You may use the model cancellation form provided at the end of this policy, but you are not obliged to do so. Any clear statement of your decision to cancel (for example, a letter, email or phone call stating your name, order number and that you wish to cancel) will suffice.

We will acknowledge receipt of your cancellation without undue delay.

Deadline for Returning Goods After Cancellation

Once you have notified us of your cancellation, you must send the goods back to us, or hand them over to us, within 14 calendar days from the day on which you inform us of your decision to cancel. The deadline is met if you dispatch the goods before the 14-day return period has expired.

Cost of Returning Goods

You are responsible for the direct cost of returning the goods if you exercise your statutory right to cancel within the 14-day cooling-off period, unless the goods are faulty, not as described, or we made an error in your order. Please use a tracked postal or courier service and retain proof of postage, as you bear the risk of loss or damage to the goods in transit until they reach us.

Condition of Returned Goods

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. In other words, you may inspect and handle items as you would in a shop, but you must not use, assemble, install or damage them. Goods must be returned unused, in their original condition and packaging wherever possible.

If goods are returned in a used, damaged or incomplete condition (beyond what is reasonably necessary to inspect them), we reserve the right to deduct a sum reflecting the diminished value from your refund, or to refuse the return entirely if the diminution in value equals or exceeds the full price of the goods.

Refunds Following Cancellation

If you cancel your order in accordance with your statutory right, we will refund all payments received from you for the goods, including the cost of standard delivery (if any was charged), without undue delay and in any event within 14 calendar days from the day on which we are informed of your decision to cancel.

We will process the refund using the same payment method you used for the original transaction, unless you expressly agree otherwise. You will not incur any fees as a result of the refund.

We may withhold the refund until we have received the goods back, or until you have provided evidence that you have sent the goods back (for example, a proof-of-postage receipt), whichever is earliest.

Important: Because shipping within the United Kingdom is free on all orders, there is no delivery charge to refund. The refund will cover the full price you paid for the goods.

Exceptions to the Right to Cancel

The Consumer Contracts Regulations 2013 provide that the statutory 14-day right to cancel does not apply to certain categories of goods and contracts. You do not have a statutory right to cancel in the following circumstances:

  • Goods that have been personalised, customised or made to your specifications.
  • Sealed goods which are not suitable for return due to health protection or hygiene reasons, once unsealed or unwrapped after delivery (for example, mattresses, bedding or upholstered items with hygiene seals removed).
  • Goods which, by their nature, become inseparably mixed with other items after delivery (such as paint or adhesive).
  • Digital content (for example, downloadable software, digital design files or e-books) if you have consented to immediate performance and acknowledged that you thereby lose your right to cancel.
  • Newspapers, periodicals or magazines.
  • Goods sealed in packaging which are not suitable for return due to health or hygiene reasons, once the seal is broken.

If any of the above exceptions apply to an item in your order, this will be clearly indicated on the product page at the time of purchase.

Furnivo's Voluntary 30-Day Return Policy

In addition to your statutory rights, Furnivo offers a voluntary, extended return window of 30 calendar days from the date of delivery. This is a contractual goodwill policy and applies in addition to (not instead of) your 14-day statutory right to cancel.

Eligibility for the 30-Day Voluntary Return

To be eligible for a return under our voluntary 30-day policy, your item must meet the following conditions:

  • The return request is made within 30 calendar days of the date you received the item.
  • The item is unused, in the same condition in which you received it, and in its original packaging.
  • The item is not one of the categories excluded from the right to cancel (see above).
  • You provide proof of purchase (order number or receipt).

How the 30-Day Voluntary Return Works

If you wish to return an item under this voluntary policy (for example, if you have changed your mind after the 14-day statutory period has expired but within 30 days of delivery), please contact us at contact@furnivo.shop with your order number and reason for return. We will provide return instructions within 1–2 business days.

You are responsible for the cost of return shipping under the 30-day voluntary policy, unless the item is faulty, not as described, or we made an error. Please use a tracked service and retain proof of postage, as you bear the risk during transit.

Once we receive and inspect the returned item (which we will do within a reasonable time, typically 2–3 business days of receipt), we will notify you by email whether your return has been approved. If approved, we will process your refund to your original payment method within 5–10 business days of our approval.

Goods returned under the voluntary 30-day policy must meet the same condition requirements as statutory returns: unused, undamaged and complete. We reserve the right to deduct a reasonable sum for any reduction in the value of goods caused by your handling, or to refuse a return if goods are unsuitable for resale.

Your Rights Under the Consumer Rights Act 2015 (Faulty or Incorrect Goods)

The Consumer Rights Act 2015 gives you important legal rights if goods are faulty, not as described, or do not match any sample or model shown to you before purchase. These rights are separate from and in addition to your right to cancel under the Consumer Contracts Regulations, and they continue for the life of the product (subject to what is reasonable given the price and nature of the goods).

Short-Term Right to Reject (First 30 Days)

If goods are faulty, not as described or not fit for purpose, you have the right to reject them and receive a full refund within the first 30 calendar days after delivery. This is your "short-term right to reject" under the Consumer Rights Act 2015, and it applies regardless of whether you have used the goods (provided the fault or misdescription was present at the time of delivery and was not caused by misuse).

To exercise this right, you must inform us as soon as reasonably practicable that you are rejecting the goods. Contact us at contact@furnivo.shop or telephone 447447205992, and provide details of the fault or misdescription. We may ask you to provide photographs or other evidence.

We will arrange collection or provide return instructions at no cost to you. We will bear the cost of return shipping for faulty, damaged or incorrect goods. Do not dispose of faulty goods until we have confirmed the return arrangements.

Once we have confirmed the fault or error, we will refund the full purchase price (and any delivery charge, if applicable) within 14 calendar days of the day we agree that you are entitled to a refund. Refunds will be made to your original payment method.

After 30 Days: Repair or Replacement

If a fault develops, or you discover that goods are not as described, more than 30 days after delivery but within six months, you have the right to request a repair or replacement. We will carry out the repair or provide a replacement within a reasonable time and without significant inconvenience to you, and we will bear any necessary costs (including return postage, labour and materials).

If a repair or replacement is impossible or disproportionate, or if we fail to repair or replace the goods within a reasonable time or without significant inconvenience, you may be entitled to a price reduction or a final right to reject the goods and claim a refund (which may be reduced to take account of any use you have had from the goods).

After Six Months

Your legal rights continue after six months, but if a fault appears more than six months after delivery, we may ask you to prove that the goods were faulty at the time of delivery. Depending on the nature and price of the goods, you may still be entitled to a repair, replacement, price reduction or final right to reject.

Damaged or Incorrect Items on Delivery

Please inspect your order upon receipt. If an item arrives damaged, defective or incorrect, contact us immediately at contact@furnivo.shop with your order number and a clear photograph of the damage or error. We will arrange a replacement or full refund at no additional cost to you, and we will cover the cost of return shipping. You will not be out of pocket.

Step-by-Step Return Process

Whether you are exercising your statutory right to cancel, returning goods under our voluntary 30-day policy, or reporting a fault, please follow these steps to ensure a smooth and efficient return:

  1. Contact Us: Email us at contact@furnivo.shop (or telephone 447447205992) with your order number, the item(s) you wish to return, and your reason (e.g. "change of mind – statutory cancellation", "change of mind – within 30 days", "item faulty", "item not as described", "wrong item sent"). If the item is faulty or incorrect, please attach clear photographs.
  2. Await Instructions: We will respond within 1–2 business days with return instructions, including confirmation of the return address and (where applicable) whether we will arrange collection or provide a prepaid returns label.
  3. Prepare Your Return: Pack the item securely in its original packaging if possible. Include all accessories, manuals, tags and free gifts that came with the product. If you are returning goods at your own cost (i.e. cancellation or voluntary return), use a tracked postal or courier service and retain proof of postage. You are responsible for the goods until they reach us.
  4. Send the Item Back: Post or hand over the goods within the applicable deadline (14 days for statutory cancellations; 30 days for voluntary returns; as soon as reasonably practicable for faulty goods). Send to the return address provided in our email (see below).
  5. Inspection and Refund: We will inspect returned goods within 2–3 business days of receipt. We will notify you by email of the outcome. If your return is approved, we will process your refund within 14 calendar days (for statutory cancellations) or 5–10 business days (for voluntary returns and faulty goods) to your original payment method. If goods are damaged or not in a returnable condition (and this is not due to a fault), we will contact you to discuss a partial refund or rejection of the return.

Return Address

Unless we provide alternative instructions (for example, if we arrange collection of a faulty or large item), please return goods to:

Furnivo
Princes Street
Edinburgh
EH1 1BE
United Kingdom

Always obtain proof of postage and consider using a tracked service. Furnivo is not responsible for items lost or damaged in transit when you arrange your own return postage (except where the law requires us to bear the cost and risk, such as for faulty goods).

Refunds: Summary

  • Statutory cancellations: Full refund (including standard delivery, if any was charged) within 14 calendar days of the day we are informed of cancellation (or receipt of goods, whichever is later), to your original payment method.
  • Voluntary 30-day returns: Full refund to your original payment method within 5–10 business days of our approval, provided goods meet the eligibility criteria.
  • Faulty, incorrect or not-as-described goods: Full refund within 14 calendar days of our agreement that you are entitled to reject the goods (or such other remedy as the Consumer Rights Act 2015 provides), to your original payment method. We bear the cost of return.

All refunds are processed using the same payment method you used for the original purchase, unless you expressly agree to an alternative method. You will not be charged any fee for the refund itself. Please allow your bank or card issuer up to 5–10 business days to process the credit to your account once we have initiated the refund.

Because all orders ship free of charge within the United Kingdom, there is no separate delivery charge to refund; your refund will equal the full price of the returned goods.

Exchanges

We do not operate a direct exchange service. If you wish to exchange an item for a different size, colour or product, please return the original item in accordance with this policy and place a new order on our website. This ensures you receive the replacement quickly (typically within 3-5 working days) and that your refund and new purchase are processed correctly.

If you received a defective, damaged or incorrect item and require a replacement, contact us at contact@furnivo.