Cancellations, exchanges and refunds

A ready-stock order may be cancelled any time before it is dispatched. For a customer-requested cancellation, Furniva may deduct the actual, non-recoverable payment-gateway or commerce-platform transaction costs and applicable taxes incurred on that payment. The deduction is itemised and will not exceed 5% of the amount paid for the cancelled item; if no such cost was incurred, nothing is deducted.

For a made-to-order item, cancellation before production begins carries a charge equal to 20% of the amount paid for that item. Cancellation after production begins but before dispatch carries a charge equal to 50% of the amount paid for that item. This is the total cancellation deduction and is not increased by a separate payment-processing deduction. A made-to-order item cannot be cancelled after dispatch.

Cancelling is a request, not an instant action: we validate it against the dispatch or production record and confirm the result and any applicable deduction.

If Furniva cannot fulfil an order, including because of unavailability or an obvious pricing error, we may cancel it and issue a full refund to the original payment method without a payment-processing deduction.

We do not accept returns or give refunds for a change of mind, for example when you no longer want the piece or it does not suit your taste or space. Before ordering, check the measured dimensions, finish and placement notes on the listing, or ask us if a detail is unclear.

Each order includes one complimentary exchange for a different size or colour of ready-stock furniture. Contact us within seven calendar days of delivery. You may open the packaging to inspect the product, but it must remain unused, unassembled, undamaged and complete with its original packaging, parts, accessories and instructions. Furniva covers the exchange pickup and shipping. The exchange depends on the requested alternative being available. If it costs more, you pay the difference before we proceed; if it costs less, we refund the difference to the original payment method.

Only one exchange is offered per order. Made-to-order and refurbished furniture are not eligible for an exchange. Contact us before arranging any shipment; we will confirm collection and inspect the item when received.

Damage, a wrong item, missing parts or a defect is not a change of mind. It is handled separately below, at no cost to you.

A refurbished product is sold with a separate description of its recorded condition. It is not eligible for a change-of-mind return, size or colour exchange, or refund under this policy. A mark, repair, variation or defect disclosed in that description forms part of the condition accepted at purchase and is not an eligible claim.

If a refurbished product arrives with damage or a defect that was not disclosed and was not part of its recorded refurbished condition, contact us within the applicable reporting window. After assessment, an eligible remedy is limited to repairing or replacing the affected part or component at no cost. A full-product return or refund is not offered for a refurbished product, except where a remedy cannot lawfully be excluded.

Our logistics partner makes up to three delivery attempts, usually over about five to ten days depending on the partner. The partner controls the timing, so we never promise the date of the next attempt or a fixed gap between them.

After the second unsuccessful attempt we tell you that one remains. After the third the shipment is returned to Furniva, and we classify the cause when it arrives.

Where the failure is on your side — repeated unavailability, refusal, an incorrect address you supplied, or no access — the recorded forward and return shipping charges are deducted from the refund, itemised for you. There is no flat fee and no invented figure.

Where the failure is ours or the carrier’s, nothing is deducted.

Visible transit damage, the wrong product or finish, and missing boxes or parts must be reported within 48 hours of delivery.

Installation workmanship, and functional problems you can see straight away, must be reported within 24 hours after installation.

Send photographs or video of the product, the outer packaging and the shipping label where they apply. We ask for more only where we genuinely need it to assess the issue.

Keep the product and the packaging as they are, and do not assemble, repair or send anything back until we have given you instructions.

These reporting windows are for what is visible on arrival. They do not shorten the 12-month warranty on a product whose catalogue record is warranty eligible.

We inspect pieces before dispatch. If damage is reported, we assess the evidence before committing to a remedy — we will not promise a full replacement before we have looked. An approved remedy for damage, a wrong item or a defect is provided at no cost to you.

For a product other than refurbished furniture, where it is practical we repair, supply the missing part, or replace the affected component. A full-product replacement is approved only where none of those remedies is practical. If repair, part or component replacement and full-product replacement are all reasonably unavailable, we arrange collection at no cost and issue a full refund to the original payment method.

A partial refund is available only when Furniva specifically offers it after assessment and you agree to keep the product. It is not an automatic alternative that either side can impose.

Where a replacement is approved, we tell you the collection arrangement afterwards. The original may be collected before, during or after the replacement depending on the product and the logistics partner, so we do not promise a same-visit swap. Refurbished furniture follows the separate remedy stated above.

An approved refund is initiated to your original payment method within 5 business days of the prerequisite for it being complete — cancellation approved and fulfilment stopped, an exchange price difference confirmed, or a collection and assessment finished. Refunds are given only in the cases this policy describes, never for a change of mind.

Approval, initiation and the credit landing are three separate moments. Your bank or payment provider may take additional time after initiation, so we do not promise the date the money appears.

If an initiation fails, the case stays open and support escalates it. We will not tell you money is on its way when it is not.