Refund policy

Overview

This policy covers returns, refunds and cancellations for orders placed with Fortiva Furnishing Ltd. All products are supplied by UK manufacturers and fulfilled directly to you. Please read this policy before placing an order — if you have any questions, contact us before purchasing and we will clarify your position.

1. Damaged or incorrect deliveries

All deliveries must be inspected on receipt. If your order arrives damaged, incomplete or materially different from what was ordered, you must notify us within 5 working days of delivery.

Late notification may affect your ability to make a valid claim. Where visible damage is present, please note this on the delivery paperwork before signing.

To report a damaged or incorrect delivery, contact us at info@fortivafurnishing.co.uk or call 0191 323 4508 with:

  • Your order number
  • Clear photographs of the damage — including packaging where damaged
  • A description of the issue
  • Your delivery date

We will assess the report and respond within 2 working days with a proposed resolution — replacement, repair or refund depending on the circumstances.

2. 12-month guarantee

Every product supplied by Fortiva Furnishing carries a 12-month guarantee against defects in materials and workmanship, running from the date of delivery. This is a goodwill guarantee provided directly by Fortiva Furnishing Ltd.

The guarantee covers structural defects in the timber frame, failure of fixings or joints under normal use, and manufacturing faults identified within 12 months. It does not cover fair wear and tear, natural timber characteristics (minor cracking, colour variation), damage from misuse or vandalism, improper installation, or damage from extreme weather events.

To make a claim, contact us within the guarantee period with your order number, a description of the defect, and photographs. We will respond within 5 working days with a proposed resolution.

3. Returns — trade and B2B orders

Business-to-business orders do not carry a statutory right of return. Returns of non-faulty goods from trade buyers are accepted at our discretion and may be subject to:

  • A restocking fee of typically 15–25% of the order value
  • Return shipping costs at the buyer's expense
  • The item being unused, in its original condition and original packaging
  • Manufacturer agreement to accept the return — this cannot be guaranteed for made-to-order items

We strongly advise trade buyers to confirm product suitability before ordering. Our team is happy to provide full specifications, dimensions and technical details to assist with procurement decisions.

4. Returns — consumer orders

If you are purchasing as a consumer (not in the course of a business), you have the right to cancel your order within 14 calendar days of receiving the goods under the Consumer Contracts Regulations 2013.

To exercise this right:

  • Notify us in writing within 14 days of delivery
  • Return the goods unused and undamaged within 14 days of notifying us
  • Return shipping is at your cost unless the item is faulty or misdescribed

Refunds will be issued within 14 days of receiving the returned goods in satisfactory condition, to the original payment method.

Exception: Items made to order or manufactured to a bespoke specification are exempt from the 14-day cancellation right. This will be clearly indicated on the product page before purchase.

5. How to request a return or raise a claim

Do not return any goods without prior authorisation — unauthorised returns cannot be accepted or refunded.

  1. Contact us first — email info@fortivafurnishing.co.uk or call 0191 323 4508.
  2. Provide the required information — your order number, photographs, a description of the issue, and your delivery date.
  3. We respond within 2 working days — we will confirm whether your return or claim is approved and provide return instructions or a proposed resolution.
  4. Resolution — once approved returns are received and inspected, refunds are processed within 14 days to the original payment method. Replacements are arranged in line with manufacturer lead times.

6. Statutory rights

Nothing in this policy limits or excludes any statutory rights you may have as a consumer under UK law, including rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For more information on your rights, visit gov.uk/consumer-protection-rights or contact Citizens Advice.

Fortiva Furnishing Ltd · Company No. 17125242
info@fortivafurnishing.co.uk · 0191 323 4508 · Mon–Fri, 9am–5pm