Refund policy

Please note that by completing a purchase with Abode Furniture Outlet you automatically agree to the returns and refund policy below:

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for an exchange to another product or store credit. Please see below for more information on our return policy.

If you have received an item of furniture and believe there is a fault with the furniture, but we have stated that its not a fault and like this on every version of this model/s, then the process is as follows: 

The customer must pay an £80 call out fee. The is to cover the callout cost of a third party engineer

We book 3rd party engineer to visit you home address, they will contact the customer to arrange a suitable time. 

When they arrive, they will do a full investigation, repair the item or creat a report stating either the sofa is faulty or that there is no fault. 

If the is no fault, the $80 paid by the customer is kept by abode to cover the cost of the engineer visit. 

If there is a fault, the then refund the £80 paid by the customer and handle all other costs involved in the repair process including parts and labour. 

Please note that in most cases we agree with a fault if it's raised to us when it's clear and obvious. This is for the instances when we are sure, based on previous experience, that the customer in this instance is not correct in their understanding. 

RETURNS

For online orders, all returns must be postmarked within 14 days of the purchase date. All returned items must be in be in the same condition as when delivered, with all original tags and labels attached. 

If an item is damaged during its time with you, we cannot accept the return.

If on the rare chance that an item arrives with a fault then, where repair is feasible, you must allow us the opportunity to do this in the first instance. If damage is irreparable, then a replacement can be provided. 

Sofas are available and advised to view, so unfortunately a refund or return cannot be accepted for being uncomfortable, not the right shade of colour or being too big / too small when in your room. 

Therefore, a refund also cannot be offered if you simply change your mind. All Measurements are provided in all descriptions so it is the customer responsibility to measure their home - Furniture being too big or too small for its space is not the responsibility of Abode Furniture Outlet so a return/refund is not acceptable in this case. We are more than happy to check measurements with you directly over the phone or with the products in store or via FaceTime.

Furniture returns are slightly more difficult than returning a t-shirt to a store for example. If you brought the item back to our distribution warehouse, in the same condition (unused) and with the original packaging in re usable condition we can refund you in full. However almost no one has the ability to do this. 

Any item that is returned will be returned at the cost of the customer ( just as you would bring the t-shirt back into the store and get a refund ). Now we understand that furniture is often too big for the customer to return by themselves. So we offer a return service that covers the delivery cost, all admin and transaction fees involves, item depreciation, re packaging & finally sending a 2 man team to collect the item. We charge £249 for this and that would be deducted from the total order value to be refunded.

To reiterate, if damaged or if a fault develops, we will repair, replace or offer store credit.

This £249 is to cover the initial delivery, all of the admin costs, transaction fees, product depreciation, product repackaging & the re collection of the furniture with a 2 man team.

Please keep in mind it costs hundreds of pounds to fulfil a bulky furniture delivery service to you across the country. We can have the products returned and sell them on again as clearance, but the value is now less plus the delivery and collection service has been fulfilled and will need paying for. If you refuse an item on delivery while the delivery team are still there then we will not charge this fee and a lesser fee can be agreed to be withheld from the total order value. 

Also, if a customer chooses to collect or have a courier deliver at their expense, any issues that occur to the furniture after leaving our premises is the liability of the collector/courier. Condition is documented before it leaves us. Any damaged present on return of the item will be withheld from the refund amount. 

Once delivery has been completed you are accepting the quality & condition of the items. This is particularly important if you selected the cheaper 'self assembly' delivery service. You are receiving the item boxed so the ability to check the condition is limited. If you wish to return your item after ordering online or in store having selected the self assembly delivery and require us to collect the item, then regardless to the scale or nature of your issue with our products or service a flat rate of £249 will be withheld from your refund. Again, this is just to cover the cost of having to attend your property twice along with the whole host of other expense involved. Alternatively, if you can return the furniture yourself, and keep the furniture in the same brand-new condition it was delivered with packaging, then we will refund you in full.

Regarding orders made in the showrooms physically, a return for refund is not possible unless the item is faulty. In the event the item is not faulty and you change your mind so would like to check the the item, we are able to assist with store credit + the devaluation of the used set being compensated by the customer (value to be determined via photographs and judgment of the office staff).  

 

REFUNDS 

IMPORTANT

When ordering online you have the opportunity to refuse the delivery on arrival. Under these circumstances a full refund minus a £149 fee is available on the product. The £149 fee is the only fee not refunded. If you wish to return an item after the delivery drivers have left then a return is possible along with a refund but the cost of returning the furniture is the responsibility of the customer. If you are not able to return yourself then we offer a return service of £249 that would be deducted from the refunded amount along with the specific requirements listed above. 

This is particularly important if you selected the cheaper 'self assembly' delivery service. You are receiving the item boxed so the ability to check the condition is limited. If you wish to return your item after ordering online or in store having selected the self assembly delivery and require us to collect the item, then regardless to the scale or nature of your issue with the product or service a flat rate of £249 will be withheld from your refund. Again, this is just to cover the cost of having to attend your property twice along with all other costs involved. 

When ordering in-store, if you wish to cancel your order we can offer store credit or an exchange to the value of the previous order.

All orders online, involve the payment provider charging a transaction fee. For example, 1,000 order, subject to 3% transaction fee, means the payment provider (shopify/divide-buy/klarna/paypal/clearpay etc) keep 30 GBP. We do no receive this money. So, when processing a refund, this money is not available to us to refund. So for any cancellation, even just a few minutes after ordering, we still do not have access to this money, the payment provider has it, so would not be available for us to refund to you and would be deducted from any refunded amount if you cancel.

All refunds once processed can take up to 14 working days to arrive back in your bank account. 

They can only be sent back to an account in the same name as the person on the order. 

DELIVERY

Postponement of delivery within 72 hours of delivery day could result in a re-delivery charge of £49 as it is insufficient to re-allocate the drivers time or it may be with a courier that charges re arrangement fees.  

If cancellation of online order is made 72 hours prior to delivery then an admin fee of £99 is charged the remaining is fully refunded to cover any costs incurred with couriers, our own logistics teams as well as transaction fees and admin fees.

If cancellation of an in-store order is made at any time then the amount paid can be offered in the form of store credit, usable immediately for a swap or anytime in future.

It is the responsibility of the customer to measure all access points and make sure the item will fit. If it does not fit then, a charge at a rate of £249 will be deducted from the refund, to cover the return, admin and restocking costs incurred. We will also offer store credit to use and we can advise you on what will fit. 

If upon arrival no-one is home to receive the sofa then the driver can wait for up to 15 minutes. If no-one can come in that time then a delivery charge of £49 will be added to re-deliver.

 

We are open to helping you and want to provide the best service possible to those who need it. We are accommodating and always value helping the customer over trying to keep fees. You need a sofa, that's why you bought from us. If there is a reason that you are unhappy, work with us to get you something that you are happy with over simply returning an item. You will lose hundreds in fees and have nothing to show for it. The fees don't even cover the costs of the delivery & return when all factored in. No One wins. Work with us and we can help get you a piece of furniture you love.