Returns and Refunds Policy
At NJS Home Furnishings, we want you to be completely satisfied with your purchase. We understand that purchasing furniture, especially second-hand or unique items, requires flexibility, and we are committed to offering a fair and transparent returns and refunds policy in line with the most recent updates to UK consumer law.
1. Your Right to Cancel (Consumer Contracts Regulations 2013)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods if you change your mind.
Cancellation Period: You may cancel your order for any reason within 14 days from the day after you receive your item(s).
How to Cancel: To cancel your order, please notify us via email or phone, providing your order number and details of the item(s) you wish to return.
Condition of Returned Items: The item(s) must be returned in their original condition, unused, and with all packaging intact. The customer is responsible for the cost of returning the goods unless they are faulty or not as described.
2. Unique & Second-Hand Items
Given that many of our products are unique or one-of-a-kind items with only one unit in stock, please be aware of the following:
No Replacement Guarantee: Since many items are one-offs, replacements may not be possible. If an item is damaged in transit or found to be faulty beyond the listed descriptions, a refund will be offered instead of a replacement.
Condition Disclosure: We strive to provide accurate descriptions and photos of all items, especially second-hand furniture. Any known damages or imperfections will be clearly shown in the product listing. We encourage you to review all details and photos before purchasing.
3. Damaged or Faulty Items
We take every precaution to ensure that your furniture arrives as described. However, if your item arrives with damage not previously disclosed in the listing:
Reporting Issues: You must inspect your item upon delivery and report any undisclosed damages or faults within 48 hours of receiving the item. Please contact our customer service team with your order number, a description of the issue, and supporting photos.
Eligibility for Return: If the damage or fault was not shown or described in the listing, you may be eligible for a return and refund. We will review the case and provide you with instructions on how to proceed.
Return Costs: If the item is confirmed to be faulty or significantly not as described, we will cover the cost of return shipping. If the damage or fault was as described and shown in the listing, the item may not be eligible for a refund.
4. Refunds
Once we have received and inspected your returned item, we will process your refund as follows:
Refund Method: Refunds will be issued to the original payment method used at the time of purchase.
Timeframe: We aim to process all refunds within 14 days of receiving the returned item or proof of its return. Please note that it may take an additional few days for the refund to appear in your account, depending on your payment provider.
Deductions: If the returned item is found to be used or damaged due to mishandling by the customer, we reserve the right to make a deduction from the refund amount to cover the loss in value.
5. Exclusions from Returns and Refunds
Please note the following exclusions to our returns policy:
Custom or Made-to-Order Items: Furniture that has been customised or made to order cannot be returned unless it is faulty or not as described.
Items Sold ‘As-Is’: Certain items, especially second-hand furniture sold ‘as-is’ with disclosed defects, may not be eligible for returns or refunds, except where the item arrives with damage that was not listed or shown in the photos.
6. Return Process
If you need to return an item, please follow these steps:
Contact Us: Reach out to our customer service team via email or phone to notify us of your intention to return the item. We will provide you with a return reference number and instructions on how to proceed.
Prepare the Item: Ensure the item is securely repacked in its original packaging to avoid damage during transit. You are responsible for ensuring the item is returned in its original condition.
Arrange the Return: We can assist with organising the return, and the cost will be deducted from your refund if the return is not due to a fault or undisclosed damage. Alternatively, you can arrange your own return shipping.
Refund Confirmation: Once we receive and inspect the item, we will process your refund and notify you via email. Please allow up to 14 days for the refund to be processed.
7. Contact Us
If you have any questions about our returns and refunds policy, or need assistance with your return, please contact us at:
- Phone: [Your Contact Number]
- Email: [Your Contact Email]
- Address: [Your Company Address]
At NJS Home Furnishings, we are dedicated to providing high-quality furniture and a transparent returns process. We understand the unique nature of many of our items and are here to assist you if you are unsatisfied with your purchase. Your satisfaction is our top priority.
