Story SO-04 Desk Hutch

Areas Covered - UK Mainland

• Our standard FREE delivery service applies to UK mainland postcodes only. We currently do not serve areas outside UK mainland including Scottish Offshore (KW15-17, ZE, HS, PA20, 41-49, 60-75, 77-78, KA27-28, PH40, 42-44), Scilly Isles (TR21-25), Northern Ireland (BT), Channel Islands (GY, JE), IOM (IM), Eire and BFPO addresses. Some UK Mainland postcodes may incur a surcharge of £80 - £150. If this applies to your postcode, you will be informed prior to dispatch.

Standard Delivery Procedure:

• We partner with various courier service providers with standard delivery between 7am and 10pm, Monday to Sunday.
• For small to medium size items, tracking information is provided for most orders (as available) which are delivered by the courier without notice. If there is no access, the courier may card your delivery or leave your item with a neighbour or in a common safe place. For carded deliveries, it is your responsibility to follow the courier instructions to rearrange delivery as soon as possible. If the item is returned to us, a failed delivery charge may apply before the item can be booked again. If you experience any problems with your delivery, please contact us immediately at sales@furnituregold.co.uk.
• For large and bulky items, a booking is made with you prior to delivery. Please make sure we have the correct telephone number to prevent delays. The booking is to advise you of the allocated delivery date to allow you to make arrangements to receive delivery on the day. Please note we are unable to provide a specific timeslot and you will need to arrange for someone to be available all day on the delivery date although some courier providers may offer a more specific timeslot.
• Please note delivery is to curb side only from where you are responsible for unloading the item. For bulky items, please ensure you have friends or family to assist you. The courier may be able to assist with this for an additional charge but is not obligated to assist with delivery to upper floors if this has not been pre-arranged. If you require assistance with delivery, please communicate this to us immediately upon order placement for a quote and to ensure the correct courier service is allocated for your order (subject to availability).

Rescheduling Delivery:

• If, at the time of the booking, you are unable to receive delivery on the allocated day, your local depot will contact you again later to rebook delivery free of charge. Your ETA is reset at this point and your new ETA is subject to courier availability and the item may be allocated to another order. When a booking is confirmed, items may be loaded for dispatch up to 3 working days prior to the delivery date. If the allocated delivery date was confirmed and is then requested to be changed by you at least 3 full working days prior to delivery, this is done free of charge. If this is done 1-2 full working days prior to delivery, an administrative charge of £30 - £80 may incur, depending on item and area; if this is done less than 1 full working day or for a failed delivery, a full courier charge of £80 - £150 may incur, depending on item and area.

Estimated Delivery Timeframe (ETA):

• Most product pages display an ETA for delivery. While the majority of orders are delivered within this timeframe, please note the ETA is tentative only and is NOT guaranteed. Our official lead time for UK mainland deliveries is 14-21 working days and cancellations due to a deviation from the displayed, tentative ETA will incur a handling charge of £30. If an order is cancelled after dispatch for any reason, a full handling charge of £50 - £150 will incur to cover courier and administrative costs. If you have specific delivery requirements, please email us at sales@furnituregold.co.uk prior to placing order.

Receiving your delivery:

• All booked deliveries must be received in person, unless the customer provides written confirmation to drop the item at a designated location, indemnifying us from any loss, damage or theft of the item. Before signing for delivery, please inspect the package carefully to ensure perfect condition. IT IS IMPERATIVE THAT ANY DAMAGE, MINOR OR MAJOR, BE STATED ON THE DELIVERY NOTES BEFORE SIGNING OR WE WILL NOT BE ABLE TO MAKE A CLAIM WITH THE COURIER AND THIS MAY AFFECT YOUR RETURN. If the item is significantly damaged, you may refuse delivery but must take pictures as proof.
• From ordering to delivery, we aim to make your purchase experience with us as pleasant as possible. If you have any specific requirements or have any queries about an item delivery, send us a quick email at sales@furnituregold.co.uk and we will do our best to assist you.

PRIVACY POLICY AND COOKIE STATEMENT

• This is the Privacy and Cookie statement of Furniture Gold. In this statement we explain how Furniture Gold deals with personal data. We obtain this information through our website www.furnituregold.co.uk (hereafter referred to as “the Website”). In addition, we acquire personal data when customers contact us offline, for example to request information. This statement also pertains to cookies we use on the Website.

1. DEFINITIONS

• In this Privacy and Cookie Statement of Furniture Gold, the following terms are used:
• Website: www.furnituregold.co.uk
• Interaction: the use of functions on the Website like the Wish List, Checkout, Newsletter Sign Up, My Account and Chat.
• Website Visitor: a customer visiting the Website for the first time that does not interact with the Website.
• Website Customer: a customer who interacts with the Website.
• Account: the account a customer has to create through the Website to be able to place an order.
• Privacy and Cookie Statement: Furniture Gold’s Privacy and Cookie Statement.

2. THE SAFETY OF YOUR PERSONAL DATA

• Furniture Gold respects the privacy of its customers and users of its Website. We make sure that any personal data Furniture Gold has obtained is protected and treated confidentially.

3. COLLECTION AND USE OF PERSONAL DATA
3.1 WEBSITE VISITOR

• To make your visit to the Website as a visitor more appealing, Furniture Gold collects information about your personal data and navigation behaviour on our Website, and whether you found our Website through one of our ad partners. Amongst this data is for example:
• Country
• Viewed products
• IP-address
• How you entered our Website
• Where you leave our Website
• With what kind of device you visit our Website
• Amongst other things, the above information is used to better understand Website Visitors, to load the correct Website and to show relevant ads.

3.2 WEBSITE CUSTOMER

• For Website Customers, we collect the same information as for Website Visitors, supplemented with information the customer shares with us, for example:
• Preferences in the Wish List
• Ordered products
• Contact information

3.2.1 CUSTOMER ACCOUNT

• To be able to place orders in the Website and to leave reviews, you need an account. To create an account you need to fill in the following personal information:
• First and last name
• E-mail address
• Password
• The data mentioned above is used for the following purposes:
• To create and manage your account
• To counteract fraud, abuse and/or improper use of your account
• To show the products you have ordered in your account
• To optimise claims and to keep track of contact history concerning Website orders and products offered by third parties
• The data is saved at least as long as you have an account with Furniture Gold.

3.2.2 ORDERS
3.2.2.1 CHECKOUT – DELIVERY ADDRESS

• Through your account, you can place orders for products on offer in the Website. As a part of the ordering process, you will need to provide us with additional information besides the information needed to create an account. This pertains to the delivery address:
• Name
• E-mail address
• Delivery address
• Phone number
• Company name (if applicable)
• VAT number (if applicable)
• The data mentioned above and your account information are used, among other things, for the following purposes and may be provided to the third-party merchant who is to carry out fulfilment of your order.
• To keep you informed about the status of your orders
• To complete the order/agreement, amongst other things the delivery and so-called after-sales obligations.
• Billing
• To improve our service
• To handle questions and complaints
• To personalise marketing activities
• To place orders on behalf of a company

3.2.2.2 CHECKOUT – BILLING ADDRESS

• After you have filled in the information pertaining to the delivery address, we ask the following data for your billing address:
• Company name (if applicable)
• Name
• Billing address
• Phone number
• Payment method
• This data is used, amongst other things, for the following purposes:
• To be shown on the invoice
• To contact you concerning the finalisation of the order, billing or delivery
• To be able to receive payment and to optimise the checkout process
• To prevent fraud and hacking
• The selected method of payment and your IP-address are forwarded to our payment provider after which they handle the payment.

3.2.2.3 CHECKOUT – GENERAL PAYMENT METHOD

• Furniture Gold works together with payment providers to make order payments possible through the Website. The following payment methods are offered: Paypal, Debit and Credit card payments.
• To make payments via possible, amongst other things, the following data is gathered:
• Email address
• Company name (if applicable)
• Name
• Billing address
• Delivery address
• Phone number
• Order value
• IP address
• Order number
• Device
• Method of payment
• This data is used, amongst other things, for the following purposes:
• To send a payment notification via email
• To assess the risk of fraud
• •To forward the order number via email in case of payment or cancellation of the order
• To forward the order value and payment method so that the reception of the payment through the chosen payment method can be verified. Furthermore, this way better service can be provided in case of questions about payment, cancellation and refunds. This also helps to reduce errors during the payment process, which makes the experience of ordering more pleasant.

3.2.3 WISH LIST

• You can create your own Wish List in our Website. If you add products to your Wish List while logged out they will remain on the list for 30 days.
• Amongst other things, the following information is gathered regardless of whether you are logged in or out:
• IP address
• Surfing behaviour
• If you add products to your Wish List while logged in you can always find them under Wish List in My Account.
• This data is gathered for marketing purposes so that Furniture Gold can remember your Wish List when you return to the Website.

3.2.4 REVIEWS
3.2.5.1 PRODUCT REVIEWS

• You can review products from the Website via My Account. You can only review a product if you have purchased it. When you leave a review the following data is gathered so that the order and the correct review can be linked to the correct email address.
• Name
• E-mail address
• Product
• Order number
• This information is used to add the product reviews to the Website and to contact the customer in case of possible complaints.

3.2.5.2 WEBSITE REVIEWS

• Through the Website you can review the Website and (the service of) Furniture Gold. Here too, you must first have placed an order to be able to leave a review. To assess the service of Furniture Gold the following data is collected:
• Name
• Location
• The data is collected to be able to contact you and handle possible complaints.

3.2.5.3 REVIEWS VIA OTHER CHANNELS

• You can leave a review about Furniture Gold via comparison sites that show Furniture Gold products and prices. To leave a review the following data is collected:
• Email address
• Name
• The data is collected to be able to contact the customer and handle possible complaints.
• For more information about the collected data you are referred to the privacy policy of the relevant other channel.

3.2.5 CUSTOMER SATISFACTION SURVEY

• After you have placed an order with Furniture Gold or after you have had contact with Furniture Gold, you can be approached to participate in a customer satisfaction survey. This survey is executed by an external party. If you participate in such a customer satisfaction survey, the following (personal) data will be processed:
• Contact information
• E-mail address and/or phone number
• Experiences with Furniture Gold
• Information about a placed or delivered order
• IP-address
• The above-mentioned information will, amongst other things, be used for the following purposes:
• Research into customer service satisfaction concerning Furniture Gold
• Improvement of service and processes
• Handling of questions and/or complaints
• Checking for abuse (e.g. multiple reviews/experiences by one and the same person)

3.2.6 CUSTOMER SERVICE

• If you have questions or complaints about a product you purchased from us via the Website or about the service of Furniture Gold, you can call us, e-mail us or chat with us. You can find the contact information on the Website. It is also possible to use our online Contact Us form on the Website. If you use the online form, we will ask for (at least) the following personal information:
• First and last name
• E-mail address
• Phone number
• Order number (if applicable)
• Description of your complaint
• When you use the chat feature, only your first and last name, e-mail address and the subject of the chat are requested.
• The above-mentioned data is used for handling your complaint. This information may be shared with the third-party merchant who has supplied your order in order to rectify any issues.

3.2.6.1 RECORDING PHONE CONVERSATIONS

• Phone conversations with our customer service can be recorded for training and quality purposes. You will be informed of this the moment you contact our customer service by phone. The personal data that is recorded will only be used for the aforementioned purposes.
• The recorded phone conversations are stored and secured in such a way that they are not accessible to unauthorised persons and they are never kept longer than needed for the specific purpose.

3.2.7 DIGITAL NEWSLETTERS

• You can apply for different newsletters, both general and personal. The personal newsletters are sent based on, for example, your personal details and order history, so we can send you more relevant newsletters. If you wish to receive the free digital newsletters sent by Furniture Gold, we ask, among others, for the following personal information.
• Title
• First and last name
• E-mail address
• You can unsubscribe from the newsletters at any time by logging into your account and unsubscribing. Besides that you can always use the unsubscribe-link in the newsletters.

3.3 HANDLING OF PERSONAL DATA
3.3.1 PROCESSING OF PERSONAL DATA OUTSIDE THE EU and the UK

• We work together with third parties such as Google and Facebook. This means that the data can be stored on servers outside of Europe. Different legislations concerning personal data apply there. When we do this, your personal information will continue to be subject to one or more appropriate safeguards set out in the law.

3.3.2 DISTRIBUTION WITHIN Furniture Gold

• Furniture Gold has offices in and outside of the United Kingdom. These offices work closely together. Because of this, it can happen that your data is processed outside the EU and the United Kingdom. Furniture Gold makes sure that your data is well protected within the entire concern.

3.3.3 DISTRIBUTION TO THIRD PARTIES

• Furniture Gold can provide your personal data to third parties for the following reasons:
• You have given your express consent for this.
• The agreement you have with us needs to be executed (ie order fulfilment).
• So that products you have ordered from merchants on the Website can be delivered.
• So that any issue or complaint regarding your product can be resolve.
• Because Furniture Gold has a collaboration with another party in the context of improving our products and services.
• An obligation by law.
• For preventing or combatting fraud.
• If necessary for the business management of Furniture Gold.

3.3.4 STORAGE PERIOD

• Furniture Gold does not store your information longer than necessary for the purposes your information is used for, unless the data has to be stored longer due to legal requirements. How long certain data is stored depends on the nature of the data and the purposes for which it is processed. The storage period can therefore differ per purpose.

3.3.5 SECURITY

• Furniture Gold takes measures to sufficiently protect your personal data. To achieve this, we use means that fit our activities, the nature and size of our company, and the sort of data we process. We do this to prevent unauthorized access to, adjustment, disclosure or loss of personal data.
• We expect that you also contribute to the safekeeping of your personal data by keeping your login details (e-mail address and password) secret. Never share your login details with anyone and treat them with care.

3.3.6 ACCESS AND IMPROVEMENT OF YOUR DATA

• You can always access your own data, and adjust it if needed, by logging into your account.
• If you don’t have an account, you can request any personal data about you that Furniture Gold has. If the data is incorrect, you can ask Furniture Gold to adjust it. Such a request concerning personal data can be sent via e-mail or through our complaints form to our customer service.

3.3.7 RIGHT TO OBJECT

• You can object to the use of your personal data free of charge. Your objection to the use of your personal data can be directed to our customer service via email or in writing. Furniture Gold endeavours to respond within 4 weeks.
• If you object to the use of your data for direct marketing purposes, Furniture Gold will stop using your data for these purposes. You will no longer receive commercial emails – such as newsletters – from Furniture Gold.

3.3.8 PRIVACY AND COOKIE STATEMENT FROM THIRD PARTIES

• This Privacy and Cookie statement is not applicable to third party websites that are linked to the Website. Besides that, the Privacy and Cookie Statement is also not applicable to data collected by companies such as Google. You can adjust your preferences yourself in your Google account. Consult their privacy policy for this.
• Furniture Gold can in no way be held accountable or responsible for the way in which third parties and companies deal with your personal data. Furniture Gold always advises that you read the Privacy and Cookie Statements on the relevant websites and from the relevant companies.

4. USE OF COOKIES
4.1 WHAT ARE COOKIES

• As with many websites, Furniture Gold uses cookies and files similar to cookies and technologies such as “web beacons” (hereafter referred to as “Cookies”).
• A Cookie is a small text file that is sent with the Website page via your browser, it is then saved on a hard drive of your computer, phone or tablet.
• Cookies are for example used to save passwords and personal settings, so that you don’t have to fill those in the next time you visit the Website.
• Below it will be explained how the Website uses Cookies, where the Cookies come from and why they are used. For the optimization of our own ads and those from third parties the following data, amongst others, is collected:
• Purchased products
• Viewed products
• Order value
• How did the customer get on the Website
• Below, we will describe how Cookies can be rejected and removed.

4.1.1 FUNCTIONAL COOKIES

• Furniture Gold uses Cookies, such as Google Analytics to remember your chosen settings and entered data during your visit to our Website. These Cookies make browsing our Website easier because certain data does not have to be re-entered every time.
• In addition, Furniture Gold can use Cookies that are necessary to make the Website function well, even when you visit the Website on your mobile phone or tablet.

4.1.2 A/B TESTING COOKIES

• Furniture Gold continuously tests its Website to be able to provide the best user experience. Because of that, Furniture Gold uses A/B testing Cookies by third parties. With A/B tests, there are two different variants of the Website, or parts of the Website shown to visitors to determine which one works best. As such, this Cookie determines which version of the Website you see.

4.1.3 WEBSITE ANALYSIS COOKIES

• On the Website, Cookies are used that keep track of which pages you have visited. This information is collected, amongst others, by web analysis services Aol (Adserver), Alexa, Crazy Egg, Google Analytics, Pingdom, Hotjar and Piwik.
• These web analysis services use Cookies to analyse how visitors use the Website. The Cookies are used to save visitor information, such as the time the visit to the Website took place, or whether the visitor has visited the Website before and via which Website the visitor ended up on the webpage.
• The generated information about your Website use is, in most cases, sent to the servers of the relevant web analysis services. The web analysis services use this information to evaluate how you use the Website, to create reports about the Website activities and to offer you other services pertaining to the use of the Website and the internet. Furniture Gold uses the aggregated data from the reports for further optimising of the Website.
• Furniture Gold refers to the privacy policy of the relevant web analysis services in which is described how they deal with your (personal) data when their products and services, amongst which web analysis, are being used.

4.1.4 RETARGETING COOKIES

• The Website uses retargeting Cookies to show relevant ads to returning visitors of the Website. With these Cookies, a profile of your surfing behaviour can be built so that the ads correspond with your interests. The ads are shown on ad partners’ Websites and on social media.

4.1.4.1 Criteo

• Amongst other things, Criteo’s retargeting Cookies are used. For more information about the data Criteo collects, we refer you to the Criteo Privacy Policy.

4.1.4.2 Google Adwords & Analytics Remarketing

• Furniture Gold uses Google Adwords & Analytics remarketing services to show ads on third party Websites (including Google) to previous visitors of the Website. This can mean that we, for example, show ads to a visitor that has not completed their order, or has just completed their order. The ads can be text or display ads within the Google Display Network.
• All collected data is used in accordance with the Privacy and Cookie Statement from Furniture Gold and Google’s privacy policy. You can set your ad preferences via the Google Ad Preference page.

4.1.4.3 Retargeting Cookies third party Websites

• On third party Websites (such as online marketplaces), retargeting can also happen. Furniture Gold Cookies are then used to show relevant ads to previous visitors of these other websites.

4.1.5 SOCIAL MEDIA COOKIES

• On the Website, you can use (for example) social media buttons from Facebook, YouTube, Twitter, Pinterest and Google+.
• As soon as you visit a page on the Website that has social media buttons, your browser connects to the relevant social media provider. Through this, the provider obtains information about the pages on the Website you visited with your IP-address.
• If you are logged in to Facebook, YouTube, Twitter, Pinterest or Google+ during your visit to the Website, your visit can be linked to your account. If you use the buttons, by clicking the Facebook ‘Like’-symbol for example, then the relevant information is sent to and saved by the relevant provider via your browser.
• The purpose and scope of the data collected through social media buttons, as well as further processing, the further use and the duration of the storage, are exclusively determined by the providers of the buttons. You can read more about this in the privacy policies of the relevant providers.

4.2 ACCEPTING AND DECLINING COOKIES

• You can accept or decline Cookies by adjusting your browser settings. Every browser is different, so Furniture Gold refers you to the information page of your browser or the user manual of your phone for the setting of your Cookie preferences.
• If Cookies are completely switched off, it is possible that you cannot use all the functions of the Website. If you use different computers at different locations, you have to make sure that every browser is set to your Cookie preferences.
• You can always remove Cookies from the hard drive in your computer, phone or tablet. Consult the information page of your browser or the user manual of your phone or tablet to learn how to do this.

5. AMENDMENTS

• The contents of this Privacy and Cookie Statement can be amended. The most current version can always be found on the Website. Furniture Gold advises that you regularly check this Privacy and Cookie Statement, at least before you provide Furniture Gold with personal data.

6. QUESTIONS

• If you have any questions about this Privacy and Cookie Statement, do not hesitate to contact us by:

• Telephone: +44 7459 536088‬
• E-mail: sales@furnituregold.co.uk

Return Policy

• All purchases made with us are covered under our 30-Day Money Back Guarantee.
• If you've changed your mind, simply return the item to the designated depot and your refund will be processed once the item has been received back. All refunds are issued using the same method used for initial payment and take 2-5 working days once processed. Collection service is available and is quoted based on item specifications and postcode.

Return Eligibility:

• In order to qualify for return, the item must be in perfect, resalable condition and in original packaging. No assembly, fitting or modification must have been made to the item. Clearance items, gift certificates, personalised and custom-made items are not eligible for return. For hygiene reasons, mattresses, duvets, bedding and other close contact products are not eligible for return once they have been removed from their packaging

Damaged Items:

• We do our best to ensure all items are sufficiently packaged for transit. If you have received a damaged item or are missing parts, please report this to us within the return period and we will arrange replacements for you as quickly as possible. Please note the lead time for replacement parts varies from item to item and may take up to 14-21 working days.

Important Points for Damage Claims:

• If your package is even slightly damaged, it is imperative that you clearly state "Damaged" on the courier sheet BEFORE signing for delivery. If your package is considerably damaged, you may refuse delivery. Once the damaged item has been returned to us by the courier, a new replacement will be shipped out to you.
• If you have accepted the item and discover damaged/missing parts within the package, please let us know immediately and we will arrange to send you replacement parts free of charge. Please remember, if the package was signed for without a damage note, we only have up to 48 hours to lodge a claim with the courier for the contents of the package after which, claims may not accepted free of charge.
• If you decide to not receive replacement parts, the item can be returned under our standard returns policy.
• If we are unable to resolve the issue for you with replacement parts or a full replacement, we will arrange free collection of the item and issue you a full refund.

HOW TO SUBMIT A RETURN?

• To submit a return, request an exchange/replacement or if you have not received your item, please email at sales@furnituregold.co.uk
• For our full terms and conditions, please click here

Refund Policy

• We offer a 30-Day Money Back Guarantee on all our items. In the event you are not fully satisfied with your purchase, you can return the item within the 30-Day period and get a refund or exchange for an alternative item.
• To process a refund request, the item must be in its original, resaleable condition. Adequate photographic proof must be provided for preliminary inspection, guidelines for which are provided when the request is made. Once confirmed, the item must be returned to the designated depot in its original packaging and in a resaleable condition where it will be inspected and upon approval, a refund request will be processed. A collection service is available and is charged depending on item, location and type of service requested.
• All damage/fault reports must be made within 30 days from the day of delivery or charges may incur for any replacements.
• If an item is showing significant damage on delivery, you must take pictures as proof, reject delivery immediately and report this to us with the images. As soon as the item arrives back, we will resend a full replacement. Please note accepting delivery with clearly ripped packaging or exposed damage is implied acceptance of the item as "fit for purpose" and only replacement parts can be provided in such cases.
• In cases where the item is returned for reasons other than manufacturing fault, the initial delivery charge paid is non-refundable. For orders where a free delivery was offered, including those on our website, a charge of £29 - £199 will be deducted to cover the initial delivery cost (depending on item). Each additional item is charged at £29/item.
• If a collection service is opted for, the item will normally be collected within 10-21 working days. This is subject to the nature of the item, season, route and capacity.
• Refunds are processed back using the initial method used for payment or via bank transfer and may take up to 7 working days to show in your account.
• If a collection service is opted for and upon physical examination, the condition of the item does not match the photographic proof provided, the item will not be collected and the handling charge will not be refunded. A full collection charge will incur again for a second attempt. The same is applicable for a failed collection attempt.
• Should a collection attempt fail or the item be in less than satisfactory condition, we reserve the right to refuse return or may offer partial refund only.
• Once the 30-Day period has lapsed, the items are not eligible for a refund.
• The 30-Day Money Back Guarantee does not apply to clearance items, bulk orders (3 units+) and orders where a special discount has been provided.
• The 30-Day Money Back Guarantee applies to mattresses, duvets, bedding products and other close contact items ONLY IF the item remains in brand new, resaleable condition and in packaging. If the item is found to have been used, the guarantee is void and the item cannot be returned.
• For a faulty item, adequate photographic proof must be provided for preliminary inspection and can be uploaded with the return or exchange request on the returns page. Once the fault is confirmed, we will arrange to collect the item for replacement or repair within 14-21 working days.
• Only damaged parts are replaced, not complete items. The customer is responsible for clearly communicate the exact part numbers from the instruction manual. If the wrong parts have been indicated by the customer, charges will incur for any new parts requested including delivery costs.
• In cases where after inspection of the photographic proof, our technical team is unable to determine a manufacturing fault, the item must be returned at the customer’s cost or collection charges will incur.
• If the item is found to be damaged due to mishandling or improper assembly, no refund will be issued.
• Items with mirror/glass must be checked on delivery and no claims will be entertained for mirror/glass damage if this has not been recorded on the courier sheet.
• If fitting for an item has been purchased, any damage must be clearly indicated to the fitter upon job completion and reported to us with photographic proof within 24 hours from the time of the fitting.
• If a flatpacked item has been fitted, it is no longer in resalable condition and is not eligible for return. Customers must fully inspect all parts within a flatpack to ensure they have everything available in good order prior to attempting fitting. If an item has been fitted and parts are later reported as damaged or missing, only replacement parts are provided. This is done only if the photographic proof does not show negligence or damage due to improper fitting. No refunds are possible.
• If a customer has expressly authorised the courier to leave an item in a safe place, any rights to loss/damage claims are effectively waived by the customer.
• Some items, especially those that come assembled, might experience minor damage while being delivered into the premises. Unless this significantly affects the overall functionality of the product and/or its cosmetics, the item is not considered faulty/damaged.
• For logistic reasons, fitting service (where applicable) may be done on item delivery or booked in separately on another day. We are unable to guarantee delivery and fitting at the same time.
• Damage as a result of customer handling is not covered under the money back policy and the full invoice remains payable.
• Time taken for replacements varies from product to product. We strive to resolve all replacement/repair requests within 14-28 working days. However, for certain parts, this can take longer. We are not responsible for any loss incurred as a result of the product being faulty.
• Unless otherwise stated, please note all dimensions on product listings are approximate.
• The items are not covered under any warranty unless stated otherwise.
• Risk of damage to or loss of the products shall pass to the customer upon delivery.
• We reserve the right to make the final decision on a refund/replacement request

HOW TO SUBMIT A REFUND?

• To submit a refund, request a refund by emailing us at sales@furnituregold.co.uk
• For our full terms and conditions, please click here