Returns and Refunds

Our Returns Policy

We pride ourselves as being fair and reasonable when things don't go right. So without affecting your statutory rights we will do what we can to help and retain you as a satisfied consumer.

Below you will find some information to help you:

What happens If your goods are incorrect, faulty or damaged?

If goods supplied are incorrect, faulty or damaged on delivery we will either repair or exchange the product. The decision to either repair or exchange will be made by Three Rivers Furniture LTD. Repairs will to be a standard expected from a new item of furniture. Firstly, if things are not right i.e you have been delivered the wrong goods or the goods are damaged then please bring it to the attention of the delivery team in the first instance, and then contact us at info@threeriversfurniture.co.uk or call us on 01872 271535. We will then discuss the next course of action dependent on the problem. Customers will pay for return dispatch and if the item is found to be faulty then Three Rivers Furniture Ltd will refund the return delivery cost upon receipt of proof of payment. If the item is not deemed faulty then the return delivery cost will not be refunded. You have a duty of care to maintain the goods in the condition in which they were received. This does not affect your statutory rights.

What if I don’t like it after it’s been delivered?

If your stock order has been purchased only through our website, you have 14 working days from receipt of your order in which to advise us in writing that you do not want to keep the goods. Notification can also be sent via email. After we have acknowledged your request, we ask that you do the following to assist with the return of the goods:

a) Ensure that all parts of your order are returned in the condition in which they were received. We will not be able to refund the goods in full if there are any signs of damage or misuse

b) We will refund to you all the monies paid by you for the goods in question, excluding the cost of collection of the goods unless agreed by us.

c) Please note we cannot accept the return of any items unless the packaging is sealed and the goods are in a re-saleable condition:

d) We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied

If items are returned in an unsaleable condition and need repacking we can and will charge a restocking fee of up to 20% of the value of the product.

Once the goods have arrived with us and have been inspected, we will confirm the refund amount due by e-mail and make the repayment within 14 days. A final cancellation notice together with your receipt will be posted to your nominated address.

Please note for card refunds it can take up to 7 working days from the date that we process the repayment for your account provider to re-credit you with the amount due.

We can't offer refunds or exchanges, unless faulty or not as described, on the following items:

  • products which have been personalised for you, eg finished in a different stain
  • made to order products such as  pine bookcases, chests and robes. They have been made for you. special size items or made to measure items.

 

Made To Order items

We regret we are unable to accept the return of these goods as they have been specially made at your request.

Before you buy any furniture: 

Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners), as well as the proposed location, to confirm that the product is the right size for your needs, and so that we can deliver your order safely and successfully.  We will not accept returns of any items that do not fit into your property.

Your right to cancel

If you are contracting with us as a consumer online or by phone, you have the right to cancel (under the Consumer Rights Directive 2011/83 as implemented in the applicable EU member state ("CRD")), all or part of your contract at any time up to 14 calendar days after the day on which you receive the goods or services you ordered. Any paid delivery charge will be included in your refund once we have received all (not part) of your order to the specified address below in a re-saleable condition. Please note the delivery charge refund will be to the value of standard delivery. Three Rivers Furniture Ltd will process your refund with 14 days of receipt of the products, to the specified address. You must take reasonable care of the goods while in your possession and they must be returned to us before we can issue your refund.

Returns to:

Three Rivers Furniture Ltrd

96-97 Kenwyn Street

Truro

Cornwall

TR1 3BX