Website of the UK government

Furniture – your rights

The law states that any furniture you buy from a trader must be:

• as described – match the description on packaging or what the trader told you
• of satisfactory quality, eg the furniture’s seams should not be coming apart
• fit for purpose – fit for the use described and any specific use you made clear to the trader, eg a folding table should fold

If your furniture doesn’t meet any of the above points, it is faulty and you usually have the right to a repair, replacement or refund.

If you buy furniture online or by phone, fax or mail order, you will usually have seven working days to:

• cancel your order 
• return the furniture once it’s been delivered

If your furniture was made to order, you can’t usually cancel your order unless the furniture is faulty.

Some traders may let you return furniture if it isn’t faulty, eg if it doesn’t fit in your house when it’s delivered. If you want to return something, contact the trader as soon as possible.

• Your rights to a refund, replacement or repair

• Your rights when buying online, over the phone and by mail order

Furniture and fire safety

All upholstered furniture, eg a sofa, that’s bought from a trader must meet fire safety standards – even if the item is second-hand. This means the fillings and fabric must have undergone safety tests. 

New furniture should come with fire safety labels attached to it – on a sofa the label may be under cushions. Check for the label before you buy.

If you buy something second-hand, the trader is responsible for making sure the furniture meets fire safety standards.

• Fire safety in the home - a quick guide (home and community section)

Taking out a warranty

The trader may try to sell you a warranty when you buy furniture. A warranty gives you extra rights, eg to a repair or replacement when something goes wrong.

Before you buy a warranty, check the policy to see what it offers.

Damage to furniture may be covered by your home insurance policy, eg if it’s caused by flooding.

New furniture may come with a free guarantee from the manufacturer.

• Guarantees and warranties for goods - your consumer rights

How you pay and your rights

If you buy furniture with a credit card or a credit agreement arranged by the shop, you have extra protection. The finance company shares responsibility with the trader if the furniture is faulty. This means you can complain to your finance company if something goes wrong (see link below).

If you pay using Visa, Mastercard or Maestro, their ‘chargeback’ scheme may cover you if the furniture is faulty or the seller has stopped trading. You will need to contact the card company to make a claim for your money back.

• Buying on credit - how it can protect you

• Hire purchase - your rights

Problems with furniture fitting

If there is a problem with the fitting of your furniture, the trader is only responsible if the fitting was part of your furniture deal. For example if the price included the supply of the carpet and the fitting.

If you paid a fitter separately, you should make a claim against them.

Problems with delivery

You have the right to ask for a refund if your furniture doesn’t arrive on the date you have agreed in writing with the trader.

If you were given an estimated delivery date and your furniture doesn’t arrive, you should write to the trader and give a deadline for delivery. If the furniture is not delivered by this date, you can ask for your money back.

• How to make a written complaint

How to complain about furniture

First write to the trader with your complaint. 

Once you have made a written complaint, you should hear back from the trader within a reasonable time, eg 14 days.

If you get no reply or don’t agree with the response, check if the trader is a member of a trade association, eg the Furniture Ombudsman. It is an independent organisation that helps sort out disputes about furniture, including with carpet, kitchen and bathroom providers.

If the trader is a member of its scheme, the ombudsman can help you and the trader come to an agreement. If you and the trader can’t agree, the ombudsman can decide the case.

The ombudsman can’t decide cases where the furniture is worth more than £5000 or is older than six years.

If your trader isn’t a member of a trade association and you want to continue your complaint, you may need an expert to:

• inspect your furniture 
• provide an independent report

There will be a charge for this service. Follow the link below to get advice on experts and disputes.

• Disputes when buying goods and services - ways to resolve a complaint

• Check if a trader is a member of the Furniture Ombudsman Opens new window

More useful links

• Buying on your doorstep - your consumer rights

• Protect yourself against scams