Refund policy
The Furniture Emporium – Returns, Delivery & Customer Policy
Change of Mind – Online Purchases
If you change your mind about an online purchase, you may return the item within 14 calendar days from the day you receive your order, in accordance with your rights under EU Consumer Law.
To request a return, please log into your account on our website using the email address used to place your order and follow the return instructions provided.
Return Shipping
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Customers are responsible for the cost of returning unwanted items.
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Original delivery charges are non-refundable unless the item is faulty, damaged or incorrectly supplied.
Refunds
Once your returned item has been received and inspected, any refund due will be processed within 14 calendar days.
Refunds will exclude the original delivery charge unless the return is due to a confirmed fault or an error on our part.
Change of Mind – In-Store Purchases
All in-store purchases are final.
We do not accept change-of-mind returns for purchases made in-store. This does not affect your statutory rights.
Delivery & Access
Delivery of your order is carried out by independent third-party delivery companies on behalf of The Furniture Emporium.
Please read the following carefully before placing your order:
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Deliveries are outside doorstep deliveries only.
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Delivery drivers are not authorised to carry furniture inside your property, upstairs or into individual rooms.
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The Furniture Emporium does not provide assembly, installation, unpacking, dismantling, furniture removal or disposal services.
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Packaging materials are not removed.
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Customers are responsible for arranging sufficient assistance to move goods into their property after delivery.
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Customers are responsible for ensuring safe and suitable access to the delivery address.
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Before placing your order, please ensure your chosen furniture will fit through all entrances, hallways, staircases, lifts and into the intended room.
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Delivery drivers cannot assess whether products will fit through your property before attempting delivery.
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If delivery cannot be completed because access is unsuitable, assistance is unavailable, or delivery cannot be safely completed, any additional transport, return or redelivery charges incurred will be the responsibility of the customer.
Delivery Terms
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Delivery charges are non-refundable unless the item is confirmed to be faulty or incorrectly supplied.
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Delivery dates and times are estimates only and cannot be guaranteed.
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If we contact you to arrange delivery and you are unavailable, your next available delivery date will typically be subject to a similar lead time as your original estimated delivery timeframe.
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Once a delivery appointment has been accepted, someone must be available to receive the goods.
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If delivery cannot be completed because nobody is available, access is unsuitable or delivery is refused, a redelivery charge will apply.
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If an order is cancelled after dispatch, the original delivery charge will not be refunded. Any return transport costs incurred will also be deducted from any applicable refund.
Damaged Packaging
Packaging may occasionally become marked or damaged during transport.
Minor packaging damage does not necessarily mean the product inside has been damaged.
Packaging damage alone is not considered a product fault and does not qualify for a refund or replacement.
Customers should not refuse delivery solely because the outer packaging is marked or damaged unless the product itself appears to have sustained significant damage.
If you believe the product itself has been damaged, please report this within the timeframe outlined below.
Reporting Damage, Shortages or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
Any shortages, transit damage or incorrect items should be reported within 3 calendar days by emailing:
Please include:
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Your order number
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A description of the issue
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Clear photographs of the product
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Photographs of the packaging, where applicable
Prompt reporting helps us investigate and resolve issues as quickly as possible.
Warranty Replacements & Exchanges
Where a replacement item or component is being supplied, customers are responsible for ensuring that the original item or component is accessible and ready for collection by the appointed courier on the agreed date.
Our delivery partners and couriers do not provide disassembly, removal, installation or assembly services. If the item or component is not ready for collection, the exchange may need to be rescheduled.
Fault Reporting & Resolution
If you believe your product has developed a fault, please notify us in writing by emailing:
Please include:
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A clear description of the issue
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Photographs and/or videos
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Any relevant information that may assist our investigation
Once received, we will assess the information and, where necessary, refer the matter to the manufacturer or their authorised service provider.
Depending on the nature of the issue, the resolution process may include:
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Technical assessment
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Service inspection
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Repair
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Replacement parts
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Product replacement where appropriate
Repair or replacement procedures typically take 4–6 weeks, although this may be longer due to manufacturer lead times, parts availability, transport or scheduling outside our control.
We will keep you informed as meaningful updates become available. Please note that updates are only available when new information has been received from the manufacturer, supplier or service provider. We appreciate your patience throughout the process.
Where an inspection by the manufacturer or an independent product technician is required, The Furniture Emporium will consider the findings of that inspection when determining the appropriate resolution in accordance with applicable consumer protection legislation.
Damages & Replacement Parts
Where damage is reported, our standard resolution is to replace the damaged component(s) rather than the entire product.
A full replacement will normally only be offered where:
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The item cannot reasonably be repaired.
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Replacement components are unavailable.
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The product is deemed beyond economical repair.
Returns Requiring Collection
Where goods need to be collected from a customer's address, collections typically take 2–6 weeks to arrange and complete.
This allows time for transport scheduling, return to our warehouse and inspection.
Where applicable, a collection charge may apply.
Order Cancellations
Before Dispatch
Orders cancelled within 24 hours of the scheduled delivery date will incur a 20% restocking fee.
After Dispatch
If an order is cancelled after it has been booked in for delivery:
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Original delivery charges are non-refundable.
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Return transport charges will apply.
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A restocking fee may also be deducted where applicable.
Condition of Returned Items
Unless returning faulty goods under your statutory rights, all returned products must be:
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Unused
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Undamaged
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In their original packaging
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Complete with all fittings, accessories and instructions
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In a resalable condition
Failure to meet these conditions may result in a reduced refund or refusal of the return.
Flat-packed furniture that has been assembled cannot normally be accepted as a change-of-mind return unless the item is faulty.
Non-Returnable Items
The following items cannot be returned unless faulty or where required by law:
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Mattresses
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Bedding
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Pillows
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Hygiene products
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Custom or made-to-order products
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Custom-treated items
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Paint
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Clearance items
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Showroom display models
Clearance and showroom display items are sold as seen and may contain cosmetic imperfections. These items are priced accordingly and are not eligible for return or refund.
Promotional Sets & Bundle Offers
Where products are purchased as part of a promotional bundle (for example, a bed and mattress set), the promotional price applies only where all items forming part of the promotion are retained.
If one item from the bundle is returned, cancelled or refunded, the remaining item(s) will revert to their normal individual selling price.
Any refund due will therefore be calculated by deducting the standard retail price of the retained item(s) from the amount originally paid.
Nothing in this section affects your statutory consumer rights.
Custom & Special Orders
Custom-made, specially ordered or personalised products cannot be cancelled, returned or refunded unless faulty or where required under consumer law.
Once production or ordering has commenced, no changes can be made.
Payment in full is required when placing a custom or special order unless otherwise agreed.
Product Dimensions & Fit
Product dimensions are listed wherever possible.
If dimensions are unavailable, please contact us before ordering.
It is the customer's responsibility to ensure that the furniture will fit:
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Through all access points.
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Into the intended room.
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Within the available space.
We cannot accept returns or cancellations where delivery cannot be completed because the product does not fit or access is unsuitable. It is the customer's responsibility to ensure suitability before placing an order. This does not affect your statutory rights.
Colour Variation
Colours shown online may differ slightly due to:
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Individual screen settings.
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Photography lighting.
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Natural variation in materials such as wood, leather and fabrics.
These variations are normal and are not considered manufacturing defects or product faults.
Deposits
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Deposits are non-refundable except where required under your statutory consumer rights.
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Pre-orders require a 30% deposit, with the balance payable within 30 days, unless otherwise agreed.
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Clearance and sale items require full payment at the time of purchase.
Exchanges
Exchanges can only be arranged prior to dispatch or delivery.
Once an item has been delivered, we are unable to offer exchanges unless required under your statutory consumer rights.
The following items cannot be exchanged unless faulty:
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Mattresses
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Bedding
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Pillows
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Rugs
Returned items showing signs of use may not qualify for exchange and may be returned to the customer at their expense.
Errors & Omissions Excepted (E&OE)
While every effort is made to ensure the accuracy of our website and policies, The Furniture Emporium reserves the right to correct any genuine errors, omissions or pricing mistakes.
Nothing within these terms affects your statutory rights under Irish or European consumer legislation.
If you have any questions regarding these policies before placing your order, please contact our team at: