Legal

Tell us within 14 days of delivery if you want to return something. Faulty items are always our problem, not yours.

Last updated 27 August 2026

We want you to be happy with what you have ordered. This page explains how to return something, what it will cost, and how long a refund takes.

In short: tell us within 14 days of delivery if you want to return something. Bespoke and made-to-order items cannot be returned. Faulty items are always our problem, not yours.

Different rules apply depending on whether you are buying as a consumer or as a business. If you are not sure which you are, see the definitions in our Terms and Conditions.

You have the right to cancel your order for any reason, without giving a reason, up to 14 days after the day you receive your goods. If your order arrives in several deliveries, the 14 days run from the day you receive the last item.

To cancel, tell us in writing before the 14 days are up. Email info@officefurniturestoreuk.co.uk with your order number, or use the cancellation form at the bottom of this page. A phone call to 0208 103 4875 is fine too, but please follow it up in writing so we both have a record.

Once you have told us, you then have a further 14 days to send the goods back to us.

This applies to sale items in exactly the same way as full-price items.

You cannot cancel under this right where the goods are made to your specification or clearly personalised. This includes bespoke and made-to-order products, items in special colourways, upholstery in a fabric you have chosen, and furniture with cut-outs made for your power or cable layout. These are produced for you and cannot be resold, so please choose carefully. The product page will tell you if an item is made to order.

Everything else in our range can be cancelled under the 14-day right.

Please return goods complete, unused and in their original packaging where you can. You are allowed to inspect and handle goods as you would in a shop, so unpacking a chair and sitting on it is fine. Assembling it, using it in your office for a fortnight or discarding the packaging is not, and we may reduce your refund to reflect any loss in value.

We do not require labels to be attached and we do not refuse returns simply because a box has been opened.

You pay the cost of returning the goods if you are cancelling because you have changed your mind. Office furniture is bulky, so please contact us first and we will tell you the most sensible way to send it back. We can usually arrange a collection for you, in which case the collection charge is deducted from your refund. We will always tell you the charge before we book it.

You do not pay anything to return goods that are faulty, damaged or not as described. See "If something is wrong with your order" below.

We will refund the price you paid for the goods, plus the standard delivery charge you paid to receive them. If you chose a more expensive delivery option, such as next working day, we refund the standard cost only.

We refund to the payment method you used. We will issue the refund within 14 days of receiving the goods back, or within 14 days of you giving us proof that you have sent them, whichever is sooner.

If you cancel before your order has been dispatched, we refund you in full within 14 days of being told.

Your legal rights under the Consumer Rights Act 2015 sit alongside everything above, and nothing on this page affects them. Goods must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery: if the goods are faulty or not as described, you can reject them and get a full refund.
• Up to 6 months: we will repair or replace the goods. If that does not fix the problem, you can claim a refund or a price reduction.
• After 6 months: you may still have a claim, but you may need to show the fault was there when the goods were delivered.

We pay all return and collection costs on faulty goods. Please tell us within 7 days of delivery if anything arrives damaged or missing so we can sort it quickly, but telling us later does not take away the rights described above.

Contact us at info@officefurniturestoreuk.co.uk with your order number, a description of the problem and, if you can, a photograph. Photographs of transit damage help enormously and usually mean we can send a replacement without waiting for the original back.

Our products carry a manufacturer's warranty. Warranty claims are normally handled on a replacement part basis, which is the fastest way to get you working again. This is in addition to your legal rights, not instead of them.

The statutory 14-day cancellation right above applies to consumers and does not apply to business customers. Instead, the following applies.

We accept returns of unused, stocked products in their original packaging where you notify us in writing within 14 days of delivery. Returns must be authorised by us before you send anything back. We cannot process goods that arrive without prior authorisation.

Email info@officefurniturestoreuk.co.uk with your order number and reason for return and we will issue return instructions.

Goods may only be returned unused, unassembled, in their original packaging and in a resalable condition. Return carriage is at your cost and at your risk until we receive the goods, or we can arrange collection and deduct the charge from your refund.

Where goods were ordered in error or are simply no longer required, we reserve the right to charge a handling fee of up to 25% of the value of the goods, deducted from your refund. Any damage to the goods is deducted in addition.

It is your responsibility to check before ordering that the goods will fit the intended space and can be got into the premises, including through doors, corridors, stairways and lifts. We cannot accept returns for these reasons unless we have agreed in writing. All sizes and measurements are approximate and finished goods can vary slightly in dimension.

It is also your responsibility to check colours and finishes rather than relying on on-screen images. We can send swatches on request. We cannot accept returns because a colour or finish turns out not to be suitable.

Bespoke and made-to-order products are non-returnable. They may be cancelled within 24 hours of order and, if production has not started, are subject to a 25% cancellation fee.

Check all deliveries promptly against the consignment note. Report any damage, shortage or fault in writing within 48 hours of delivery, with photographs where relevant. We will repair, replace or refund at our option once we have established a genuine fault not caused by misuse. Warranty support is provided on a replacement part basis.

Where we replace goods on the basis of a reported fault and the original goods turn out to be sound, we reserve the right to charge for the replacement.

Refunds are issued to the original payment method within 14 days of the returned goods being received and inspected.

You do not have to use this, but it may be quicker. Email it to info@officefurniturestoreuk.co.uk.

If something has gone wrong and you are not happy with how we have handled it, email info@officefurniturestoreuk.co.uk marking your message "Complaint". We aim to acknowledge within 2 working days and resolve within 14 days.

If we cannot resolve it between us, consumers can get free, impartial advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

Workplace Solutions Group Ltd trading as Office Furniture Store UK
124 City Road, London, EC1V 2NX
Email: info@officefurniturestoreuk.co.uk
Phone: 0208 103 4875
Company number: 17354431

Ask us before you order rather than after. Call 0208 103 4875 or email info@officefurniturestoreuk.co.uk. We would much rather spend five minutes on the phone than have you send a desk back.