Returns

 Returns & Cancellations Policy

This policy is designed to comply with UK Consumer Contracts Regulations (2013) and Klarna
requirements, while protecting our small business from misuse of returns.

1. Cancellations (Standard / Non‑Bespoke Goods)

If you purchase standard (non‑bespoke, non‑made‑to‑order) goods, you have the
legal right to cancel your order within 7 days of receiving the goods, in line with the Consumer Contracts Regulations.

  • Cancellation must be made in writing to admin@fdi-retail.co.uk
  • Once cancellation is confirmed, goods must be returned to us in accordance with
    our returns instructions
  • Refunds will be processed within 14 days of receiving the returned goods or proof of return
  • Refunds will include the cost of the goods and standard delivery charges (where
    applicable)

Customers are responsible for the cost of return carriage, unless the item is
faulty or damaged.

2. Returns – Change of Mind (Standard Goods
Only)

We understand that buying furniture online requires confidence. For this reason,
we provide high‑resolution images, detailed descriptions, and pre‑purchase
advice to help you make an informed decision.

For standard (non‑bespoke) items only:

  • Change‑of‑mind returns are accepted within 14 days of delivery
  • Returned items must:
  • Be unused
  • Be unassembled
  • Be in original packaging
  • Show no signs of damage or wear

Once returned and inspected, a refund will be issued within 14 days, less any
return carriage costs.

We reserve the right to refuse returns where items show signs of use, assembly, damage, or are returned incomplete.

3. Bespoke & Made‑to‑Order Furniture
(IMPORTANT)

The following items are excluded from cancellation and change‑of‑mind returns,
as permitted under Regulation 28 of the Consumer Contracts Regulations:

  • Bespoke furniture (custom size, colour, finish, configuration or specification)
  • Made‑to‑order furniture manufactured on a per‑order basis
  • Including but not limited to: Italian ranges, Elegance Luxury ranges, Quartz
    ranges, Panache ranges

No Refunds on Bespoke / Made‑to‑Order Items

  • All deposits are NON‑REFUNDABLE
  • No refunds or returns are accepted once production has begun

This exclusion exists to protect our small business from financial loss, as these
items are produced specifically for individual customers and cannot be resold.

Faulty or Damaged Bespoke Items

If a bespoke or made‑to‑order item arrives faulty or damaged:

  • We will arrange a repair or replacement where possible
  • If repair or replacement is not possible, a credit note will be issued

4. Damaged or Faulty Goods (All Items)

All goods must be unwrapped and inspected upon delivery.

If any item arrives damaged or faulty:

  • Please notify us within 48 hours of delivery
  • Complete our online Returns Form with all required information and photographs

Where possible, please mark the delivery note as “Damaged”. This helps us with
courier claims, however this does not affect your statutory rights.

Once assessed, we will offer:

  • Repair,
    or
  • Replacement,
    or
  • Refund
    (or credit note for bespoke items)

5. Clearance Goods

Clearance
items are sold at reduced prices and may show minor cosmetic imperfections
which will be disclosed at the time of sale.

  • Clearance items are not eligible for change‑of‑mind returns
  • This does not affect your statutory rights if an item is faulty, damaged, or not as described

6. Abuse of Returns

To protect our small business, we monitor returns activity. We reserve the right to:

  • Refuse excessive or repeated returns
  • Decline returns where goods show signs of use, damage, or assembly
  • Deduct reasonable handling or refurbishment costs where permitted by law

7. Future Orders

These terms apply to your current order only. We reserve the right to amend these terms at
any time. Please ensure you review the policy before placing future orders.