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Delivery & Returns

What happens if I change my mind?

No problem. If you’ve shopped online, just call our office on 01913741162 before delivery takes place or within 7 days of receiving your order. Please bear in mind there’s a charge of up to £159 for this service. 

For accessories please ensure they are returned brand new and boxed in their original packaging. Contact our office to return rugs or accessories via our courier service (collection charges apply) or in store. Please note a restocking fee of £100 is applied for returned rugs.

Alternatively, you can drop accessories and rugs off at one of our collection points and we’ll take it from there. All we ask is that whatever you return is in the same condition you received it.

It’s a little different for instore orders so be sure to check with your local branch about cancellation and returns. Get in touch with your local showroom team who’ll be happy to help.

What if the goods are faulty or damaged?

We do everything we can to make sure your order reaches you in pristine condition. If, however, it should arrive damaged or not working, then please let our Customer Services Team know right away on 0191 3741162.

Can I return a mattress?

If the mattress is completely unused, then no worries. If, however, the mattress is out of its packing or used, for hygiene reasons we can’t accept a return in this instance.

How about self-assembly furniture?

If you change your mind before you start assembling your furniture, then you can arrange returns in the usual way. As long as everything is undamaged and in its original packaging, you’re good to go. If you’ve assembled or part assembled your furniture, then unfortunately we’re unable to accept it as a return. That’s because any assembly process prevents us from being able to re-sell the furniture to another customer.

What should I do if I have a complaint

The first thing to do is get in touch with our Customer Services Team on 0191 3741162 who’ll do everything they can to sort out the problem.


Prior to delivery

We will confirm your order by e-mail. You must check this e-mail to ensure we have your correct address, telephone/mobile number and order details.We also ask you to confirm that you are happy with the allocated delivery date. PLEASE NOTE that we would not attempt the delivery till you have confirmed the date with us.

After you have confirmed, preferably by email, that all details are correct and that you can accept delivery, we will confirm by email your delivery date, your estimated delivery time window and the mobile number of the delivery driver.

Our Admin team will contact you for payment prior to confirming your delivery date or alternatively you could ring our office on 0191 374 1162 to make the payment. Delivery Additional Charges

If you want to amend your delivery date you must notify us at least 2 working days before your delivery date as orders are collected by our carriers in advance. Any amendments made after the cut off time will incur £20 admin fee.

If you are not at home when we attempt delivery you will incur a failed delivery charge of £80

If the sofa doesn’t fit in the property, there will be a failed delivery charge of £80. If you are not sure about the dimensions, please ring our office on 0191 374 1162.

FAILED DELIVERY FEES

A £80 failed delivery fee plus any large item and/or postcode surcharges will apply. Any failed delivery charges will be added to your invoice or deducted from your refund as applicable.

ACTUAL DELIVERY

We work hard to keep our delivery promises, however delays can occur that are outside our control. We will not be liable for any late or missed delivery. On the day of delivery our delivery driver will text you if you have given us an updated mobile number. The drivers will keep you informed throughout the day, prior to delivery. They will ring you as they complete the delivery prior to yours, to give you an estimated time of arrival. The drivers provide you with their mobile number so you can contact them.

We offer a free standard two man delivery service to the room of your choice. Rooms must be on the ground only. Higher floor delivery is charged at £30 through our Premium Delivery Service. Packaging is left with yourselves to dispose of, unless you opt for the Premium Delivery Service.

Please ensure that you inspect the goods when unpacked, before you sign for them as we cannot accept any responsibility for damages found by you after you have signed for the item.Risk of damage to or loss of the products shall pass to you upon delivery.

For security reasons, a signature is required upon delivery of your order. Please note we are unable to accept responsibility for any damage caused to your property by our courier. It is also the customers responsibility to check the product measurements to ensure that the item can be delivered into their home, failure to do so will result in a failed delivery cost of £150.00.

PREMIUM DELIVERY

We offer a PREMIUM DELIVERY SERVICE which is currently only £30.00. We recommend this service as the drivers will deliver your sofas even to higher floors as well as the removal of all the packaging, which is often very bulky and will not fit in a normal domestic bin. To opt for this service, please either call us on 0191 374 1162 or send a message.

BESPOKE/MADE TO ORDER

Distance selling regulations only apply to your order if the goods have not been custom made to your specification. All our sofas under bespoke section can be customised in various colours. Please ensure that the item will fit in the property as we are unable to take any bespoke items back and process any refund. Durham Bed and Furniture Centre will not take any responsibility for a non-fit item.

RETURNS PROCEDURE

You can return the item(s) that are faulty or within 14 days (See right to cancel) you want to return the items, you will have to bear the direct cost of returning the goods to our warehouse.

To assist in this matter, we offer a subsidised collection service.The fee is £80 plus any large item and/or postcode surcharges that may apply. Any returned items must be in an unused and re-saleable condition.

You will only be liable for any diminished value of goods resulting from the handling other than what is necessary to establish the nature, characteristics and functionality of the goods.

Please note our returns and refunds policy does not apply to business customers. It is the responsibility of the business to ensure that the products purchased meet the standards required for the environment in which they will be used.

REFUNDS

If the items are damaged or worn, we can only repair and sell the items on as second hand and then refund to you the net proceeds of this sale. A full refund (net of any appropriate delivery and collection fees) can only be given when the items have been returned to our warehouse in an unused and undamaged condition. Refunds will be processed after the items have been returned to us and may take up to 14 working days.

DAMAGED OR FAULTY ITEMS

You must note any packaging or product damage clearly on the dispatch note (do not sign if unchecked) as we cannot accept liability for any damage reported to us at a later date. You must call us while the driver is still there if you wish to return the item.We will require photos (via email, text or post) showing the damage or fault before we can determine the best course of action. Damaged or faulty products will where ever possible be fixed by sending out a furniture restorer to your address. If you are out when the furniture restorer calls we will rearrange another visit however there will be a charge for this. Please note that if a fault occurs it is at our discretion which part we will repair or replace to restore your product back to the condition that it was delivered but in.

GUARANTEES

All our products come with a 1 year manufacturer’s guarantee, unless otherwise stated. The guarantee starts from the date of delivery and offers cover against manufacturing defects on the structure of the frame and frame springs or any defects which may arise, under normal use, through faulty factory workmanship, including sofa bed and recliner mechanisms.

Store

Durham Area

Metro Centre Area

Washington Area

Cramlington Area

Wallsend Area

Sunderland Area

Seaham Area

Leeds Area

Warrington Area

Bootle Area

Delivery Days

Monday to Saturday

Monday to Saturday

Monday to Saturday

Monday to Saturday

Monday to Saturday

Monday to Saturday

Monday to Saturday

Tuesday to Saturday

Monday

Friday Only

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