Returns & Damaged Goods Policy

We only accept return items due to damage of defective goods. We do not accept returns for a wrong colour choice. We only accept returns with size issues when we have quoted in the sale of the goods an incorrect size. We will require photographic proof of the fault or damage prior to dealing with your claim. 

3.1.8. Damaged or Defective Goods

Every effort will be made to ensure that the goods you have ordered arrive undamaged and without defect.

However if the goods are found to be either damaged or defective in any way at the time of delivery, you have the right to the following options:

3.1.8a Reject the goods

• i. You will be asked to complete an Incident Report form immediately, which will be provided by the home delivery team.

• ii. The Incident Report form will then be returned to the delivering warehouse. It will be logged against your order number and a refund of all monies paid, including any delivery charges, will be made as soon as possible and in any event within 30 days of cancellation being accepted.

3.1.8b Keep the goods

• i. If the furniture is useable, despite the damage, we are happy for you to go ahead and use it

• ii. Ashley Cooke Furniture home delivery team will complete an incident report form (if appropriate) to record the problem. They will ask you to sign it and they may also take photographs to accompany the paperwork.

• iii. The Incident Report form will then be returned to the delivering store. It will be logged against your order number, and assessed for necessary further action.

• iv. Our Customer Care Team will then contact you to arrange a technician to visit and repair the problem to manufacturing standards, generally within 7 days. If he/she is unable to resolve the matter on the first visit and parts are required, we will endeavour to source them as quickly as possible.

• v. In the event that a repair cannot be made, we will replace the furniture, or give a full refund including any delivery charges (where applicable). The goods that are deemed faulty revert to the ownership of Furniture Village, and must be in our possession before monies are refunded.

3.1.8c After Delivery: If the pre-existing fault or damage is discovered after delivery, you should contact us as soon as you notice the defect, or at the latest within 30 days of delivery of the goods, via our Online store.

• i. Our customer care team will then contact you to arrange a technician to visit and inspect the goods and discuss your options including returning the goods or repairing the problem to manufacturing standards, generally within 14 days. If he/she is unable to resolve the matter on the first visit and parts are required, we will endeavour to source them as quickly as possible.

• ii. In the event that a repair cannot be made, we will replace the furniture, offer a reselection to the value of the purchase price less any discounts or give a full refund including any delivery charges (where applicable). The goods that are deemed faulty revert to the ownership of Furniture Village, and must be in our possession before monies are refunded. A refund may be subject to a usage charge depending on the period of time that has elapsed since delivery.

3.1.8d Faults that develop after 30 days of Delivery: In the unlikely event that one of our items is to develop a fault after 30 days, please call our Customer Care Team. Your options may vary depending on the individual circumstances including the length of time that you have had the item and the nature of the fault.