Cancellation & Returns

The cancellation and returns policy set-out below applies only to goods ordered online. If you have a query relating to an order that was placed instore, please contact the store from which you made the purchase – contact details can be found on the Store Locator page.

If you wish to cancel an order, the process differs slightly depending on whether or not you have taken delivery of the product(s). Please therefore be careful to read the relevant section below.

Fairway Furniture Cancellation and Return Policy

Cancelling an Order Prior to Delivery

Orders for Stocked Products

For whatever reason, it is sometimes necessary to cancel an order. You may cancel your order with Fairway Furniture at any time prior to delivery for stock items (items purchased which we have in stock at the time of order).

To cancel your order, you need to either:

Write to us:
184 Billacombe Road
Plymouth
Devon
PL9 7HE

or

Email us to enquiries@fairwayfurniture.co.uk

Once we acknowledge receipt of your cancellation, you will receive a full refund using the same method as your original payment. A letter of cancellation, together with your receipt, will be posted to your nominated address.

 

Orders for Bespoke Items or Special Products

If the items ordered are not from stock, we will have placed a ‘special order’ commission with the supplier to make them specifically for you.  'Special order' goods are those ordered to your specification, and/or made to meet your needs, including:

  • Divan beds with specified drawer combinations
  • Mattresses
  • Pillows, mattress protectors & duvets
  • Upholstered items with fabrics/patterns/feet/cushions options
  • Made to order furniture
  • Furniture with options for finishes, handles, design/style and any other options
  • Any made-to-measure or made-to-order items
  • Carpets and flooring
  • Ready Made curtains (these cannot be returned or refunded once the strings have been drawn on the pencil heading tape or if they have been altered)

Unless we receive your written notification to cancel within 7 working days of you receiving our first order acknowledgement e-mail, we regret to advise you that should we agree to accept your cancellation, we will have to charge you a fee, which is normally up to 50% and not less than 20% of the original order value.


Cancelling an Order after Delivery

Orders for Stock Only Products

Where you have placed an order for stock items through our website, you have 14 days from receipt of your furniture in which to advise us in writing that you do not want to keep the goods.

To cancel this type of order, you need to either:

Write to us:
184 Billacombe Road
Plymouth
Devon
PL9 7HE

or

Email us to enquiries@fairwayfurniture.co.uk

After we have acknowledged your request to cancel the order, please follow these simple steps to make the process as smooth as possible:

  • The furniture should be returned in the condition in which it was received. Should there be any signs of damage or misuse, we will not be able to refund the goods in full.
  • Please retain the packaging for all items of upholstery, cabinet and bedroom furniture. The goods must be returned in their original wrappings to allow a refund to be issued.
  • Please have the furniture available for collection within 7 days of the original delivery date. We sometimes arrange collections at short notice.
  • We will refund to you all amounts paid by you for the goods in question, less the cost of collection of the goods, which is £150. Please note that any delivery costs from when the items were originally delivered will not be refunded.
  • Please note we are unable to accept the return of the following items which we have supplied from stock:
    • Mattresses and divan beds, or bedding, unless un-opened and in their original packaging. 
    • Any partially assembled flat pack furniture, unless the item is found to be faulty.

Once the goods are back at our distribution centre and have been inspected, we will confirm the refund amount due and make the refund payment within 7 days using the original payment method. A final cancellation letter 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.

 

Orders for Bespoke Items or Special Products

You do not have the right to cancel an order by giving notice of cancellation pursuant to regulation 10 of the Distance Selling regulations in respect of the supply of product(s) made to your specifications which by reason of their nature cannot be returned, unless they are defective.

Goods ordered to your specification, and/or made to meet your needs, include:

  • Divan beds with specified drawer combinations
  • Mattresses
  • Pillows, mattress protectors & duvets
  • Upholstered items with fabrics/patterns/feet/cushions options
  • Made to order furniture
  • Furniture with options for finishes, handles, design/style and any other options
  • Any made-to-measure or made-to-order items
  • Carpets and flooring
  • Ready Made curtains cannot be returned or refunded once the strings have been drawn on the pencil heading tape or if they have been altered

It is unlikely that we can sell such item(s) to another customer at the full selling price. We therefore reserve the right to charge a cancellation fee of up to 50% and not less than 20% of the order value. In respect of these products our usual refund policy does not apply and products cannot be returned without charge or exchanged unless faulty.

If you decide that you still wish to cancel your online bespoke 'special order' product(s) you need to either:

Write to us:
184 Billacombe Road
Plymouth
Devon
PL9 7HE

or

Email us to enquiries@fairwayfurniture.co.uk

After we have acknowledged your request to cancel the order, please follow these simple steps to make the process as smooth as possible:

  • The furniture should be returned in the condition in which it was received. Should there be any signs of damage or misuse, we will not be able to refund the goods in full.
  • Please retain the packaging for all items of upholstery, cabinet and bedroom furniture. The goods must be returned in their original wrappings to allow a refund to be issued.
  • Please have the furniture available for collection within 7 days of the original delivery date. We sometimes arrange collections at short notice.
  • We will refund to you all amounts paid by you for the goods in question, less the cancellation charge advised to you and the cost of collection of the goods, which is £150. Please note that any delivery costs from when the items were originally delivered will not be refunded.

Once the goods are back at our distribution centre and have been inspected, we will confirm the refund amount due and make the refund payment within 7 days using the original payment method. A final cancellation letter 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.