TERMS & CONDITIONS

These Terms and Conditions ("Terms") govern all purchases made through the Furniture Central website operated by Green Haven Global Ltd ("we", "us", "our"). By placing an order with us, you confirm that you have read, understood and agree to be bound by these Terms. We recommend you save or print a copy for your records.

These Terms do not affect your statutory rights as a consumer under UK law.

1. About Us

Furniture Central is a trading name of Green Haven Global Ltd, a company incorporated in England and Wales. Our registered office is at Office 12793, 182-184 High Street North, East Ham, London, E6 2JA.

If you have any questions about your order or these Terms, please contact us at support@furniturecentral.co.uk before placing your order.

2. Placing an Order

To place an order with us, you must:

• Be at least 18 years of age
• Provide your real name, a valid UK telephone number, email address and accurate delivery information
• Provide a valid delivery address within the United Kingdom (we are unable to deliver to PO boxes, hotels, or temporary accommodation)

When you place an order, you are making an offer to purchase. Your order is not accepted until we send you a dispatch confirmation email. We reserve the right to decline any order at our discretion, including where items are out of stock, a pricing error has occurred, or we are unable to verify payment authorisation.

Once an order has been dispatched, a binding contract is formed between you and us on these Terms.

Each item ordered is processed individually. If you have combined items and wish to cancel one because another becomes unavailable, the standard return policy applies to each item separately. Any item already dispatched or delivered will need to be returned at your cost or a collection charge will apply.

Where items are dispatched from different locations, they may arrive separately. Some items may be split into multiple consignments for logistical reasons and all pieces may not arrive at the same time.

3. Pricing & Payment

All prices shown on our website are in pounds sterling (£) and include VAT where applicable. Delivery charges, if any, are shown separately at checkout.

We accept payment via a number of payment methods displayed at checkout. Some payment methods may incur a processing fee, which will be shown before you confirm your order. For cancellations or change-of-mind returns, any payment processing fees paid are non-refundable.

You confirm that any payment method you use belongs to you or that you are authorised to use it. All payments are subject to validation and authorisation by the card issuer. If payment is declined, we are not responsible for any delays or failure to deliver.

While we take care to ensure all prices are accurate, errors may occur. If we discover a pricing error on your order, we will contact you and give you the option to proceed at the correct price or cancel for a full refund. We are not obliged to fulfil an order placed at an incorrect price.

We take reasonable measures to keep your payment information secure, but we cannot accept liability for losses caused by unauthorised third-party access where we have not been negligent.

Price match requests must be submitted prior to purchase. We reserve the right to decline any price match request without providing a reason. No partial refunds or reimbursements will be made for price match requests submitted after an order has been completed.

4. Delivery

4.1 Coverage & Surcharges

Free standard delivery applies to most UK mainland addresses. Surcharges may apply to remote areas including Scottish Offshore (KW15-17, ZE, HS, PA20, 41-49, 60-75, 77-78, KA27-28, PH40, 42-44), Scilly Isles (TR21-25), Northern Ireland (BT), Channel Islands (GY, JE), Isle of Man (IM), and BFPO addresses. Please contact us at support@furniturecentral.co.uk for a quote before ordering if your address falls within these postcodes. Any delivery surcharges paid are non-refundable.

4.2 Delivery Timescales

Delivery timescales vary by item and postcode and are displayed on every product page. Note the estimated delivery date (ETA) provided is indicative only and not guaranteed.

Cancellations due to a deviation from the tentative ETA may incur a return charge if the item is already in transit. If an order is cancelled after the item has left our warehouse and is already en route to your local depot, a full return charge will apply. This may range from £9 to £249 per item depending on item specifications, service booked, delivery postcode and courier terms.

4.3 Small & Medium Items

Small to medium items are dispatched via standard courier services including Royal Mail, Evri, and similar carriers. The courier may deliver to your mailbox, a communal area, or a designated safe place. Tracking details will be provided where available. It is your responsibility to monitor tracking for safe receipt of your order.

If you authorise the courier to leave an item in a safe place, you accept responsibility for any loss or damage occurring after that instruction has been carried out.

4.4 Large & Furniture Items

Large items are pre-booked with you prior to delivery. Our standard free delivery service covers ground floor only unless a suitable, working lift is available. The courier is not obligated to enter your property and may deliver to the entrance, concierge, or communal area. The courier may charge labour for upper floors without lift or for properties with significant walking distance from the unloading area. This can be negotiated directly with the drivers. If you have special delivery requirements, we recommend contacting us at support@furniturecentral.co.uk to ensure you receive a smooth delivery experience.

If you are unavailable on the proposed delivery date, you must reject the proposed delivery and a new date will be arranged on the next available cycle for your area. If a booking has been accepted by you and you need to change it, charges may apply. Where a change is requested less than 3 working days before the booked date, or after dispatch, full failed delivery charges will apply.

Deliveries take place between 7am and 10pm, Monday to Sunday, including occasional Bank Holidays. The courier is not obligated to wait upon arrival. Full failed delivery charges will apply if the courier is unable to complete delivery.

4.5 Customer Access Responsibilities

It is your responsibility to ensure there is suitable access, adequate safe parking for loading and unloading, and sufficient space for the item to pass through with ease. This is especially important where a fitting service has been ordered. Parking must be arranged by you prior to delivery.

If an item is returned due to access or parking issues, a full return charge of £39–£249 per unit will apply depending on item specifications, service booked, delivery postcode and courier terms, in addition to any redelivery charges imposed by the courier.

4.6 Non-Delivery Claims

Any non-delivery claim must be submitted within seven days of the booked delivery date or the date tracking information was shared with you. We are unable to accept non-delivery claims submitted outside this period. Where courier proof of delivery (including timestamped photographic evidence) confirms delivery was made, you must submit your non-receipt claim together with a police crime reference number within the seven-day period.

4.7 Inspection on Delivery

You must inspect your item on delivery. If packaging appears severely damaged or clearly shows impact that suggests damage to the contents, you must photograph the item and packaging and reject delivery immediately. Please notify us straightaway.

Items with glass or mirror components must be checked on delivery. No claims for glass or mirror damage will be accepted if this has not been noted on the courier delivery sheet at the time of delivery.

Signing for a delivery without noting any visible damage, or accepting delivery with clearly damaged packaging, will be treated as acceptance that the item arrived in satisfactory condition. In such cases, only replacement parts can be provided rather than a full replacement.

Some items that come part-assembled may experience minor cosmetic marks during delivery into premises. Unless this significantly affects the overall functionality or appearance of the product, this will not be considered a fault.

4.8 Incorrect Address

Orders can only be delivered to the shipping address provided at the time of purchase. We are not responsible for any loss if an incorrect address is provided. Where an item is returned due to an incorrect shipping address, a redelivery charge will apply or the full return charge will be deducted for cancellation.

5. Returns & Refunds

5.1 Change of Mind

If you're not completely happy with your order, you have the right to cancel within 14 days of receiving your item by contacting us at support@furniturecentral.co.uk.

To be eligible for a charge of mind return, items must be:

• Unused and unassembled
• In their original, undamaged packaging and in a resaleable condition
• Accompanied by adequate photographic evidence as requested when your return is submitted

The above does not apply to clearance items, bulk orders or orders where a special discount has been provided under special terms.

5.2 Return Costs

For change-of-mind returns, the cost of returning the item is the customer’s responsibility. We recommend using a tracked, insured courier service and retaining your proof of postage. A collection service is available on request and will be charged based on item size, type, and location.

Where a collection is arranged, the item will typically be collected within a reasonable timeframe subject to item type, season, route, and courier capacity. The item must be fully and securely repacked in its original packaging prior to collection. We do not offer disassembly or repackaging services.

If upon physical collection the condition of the item does not match the photographic evidence provided, the collection will not proceed and the handling charge will not be refunded. A further collection charge will apply for any subsequent attempt.

For security and health & safety reasons, we are unable to accept customer drop-offs at our warehouse or any of our fulfilment locations. All returns must be sent via a courier service or arranged through our collection service.

5.3 Your Refund

Once we have received and inspected the returned item, we will process your refund within 14 working days. Refunds are issued to your original payment method and include the original standard delivery charge paid. Please allow 3–5 working days for funds to appear in your account after processing.

We reserve the right to make a deduction from your refund where an item is returned in a condition that suggests it has been used, assembled, or handled beyond what is necessary to inspect it.

5.4 Damaged, Faulty, Missing Parts or Wrong Items

If your item arrives damaged, faulty, with missing parts or you have received the wrong order, please contact us as soon as possible at support@furniturecentral.co.uk with clear photographs or short video of the issue. All damage, fault or wrong item reports must be submitted within 30 days of delivery.

We endeavour to provide multiple options for resolution including partial refund, replacement parts, full replacement or full refund to put things right for you.

You must ensure to check product labels prior to unpacking the order to confirm you have received the correct item before use or assembly. Proceeding to use or assemble an incorrect item will be deemed acceptance of that item, and return claims cannot be entertained thereafter.

All parts and components of the product must be checked against the instruction manual and inspected to be available and in good order before fitting is attempted. Proceeding to assemble an item implies acceptance that all parts and components are received and in good order. If a damage or fault is reported after fitting, only replacement parts may be offered.

Where only a component is damaged or missing, replacement parts will be supplied rather than a full replacement. You are responsible for inspecting all parts and clearly identifying the exact part numbers required from the instruction manual in one go. If incorrect parts are indicated by you or other part issues are reported later, charges will apply for any replacement parts and associated delivery.

Where our technical team is unable to establish a manufacturing fault from the photographic evidence provided, we may request additional photographic or video evidence from you. If this is still not established, the return may only be accepted as change-of-mind under the relevant change-of-mind terms.

Damage resulting from mishandling, improper assembly, or customer negligence is not covered under our returns policy. If fitting has been purchased, any damage must be noted at the time of fitting and reported to us with photographic proof within 24 hours.

We aim to resolve all replacement and repair requests within 14–28 working days. For certain parts this may take longer. We are not responsible for any loss incurred as a result of a product being faulty during this period.

5.5 Assembled Items

Once a flat-pack item has been assembled, it is no longer in resaleable condition and is not eligible for return. You must fully inspect all components within a flat-pack before attempting assembly to ensure everything is present and in good order. If an item has been assembled and parts are subsequently reported as damaged or missing, only replacement parts will be supplied, provided the photographic evidence does not indicate negligence or damage caused by improper assembly.

5.6 Items We Cannot Accept Back

The following items cannot be returned unless faulty, damaged, or not as described:

• Made-to-order or custom items
• Assembled items
• Items not in their original, undamaged packaging in a resaleable condition
• Mattresses, duvets, bedding, and other close-contact items that have been opened or used
• Items from clearance lines, bulk orders, or orders with a special negotiated discount

5.7 How to Start a Return

Contact our customer services team at support@furniturecentral.co.uk and we will respond promptly and guide you through the next steps.

6. Fitting Services

Where a fitting service has been purchased, this is carried out by professional tradespeople who will aim to complete the job as efficiently as possible. You must inspect the item thoroughly upon job completion and raise any issues before signing the job completion sheet. Claims for damage or fault cannot be accepted after the job completion sheet has been signed unless reported to us with photographic proof within 24 hours.

If the location where the item is to be fitted is deemed unsuitable, an alternative location must be proposed. If an item is returned due to insufficient space or access to carry out fitting, full failed delivery or cancellation charges will apply.

Delivery and fitting may take place on the same day or be booked separately for logistical reasons. We cannot guarantee they will always occur simultaneously.

7. Order Changes & Cancellations

All cancellation requests must be submitted to us in writing before your order has been dispatched. Rejecting a delivery without first submitting a written cancellation will be treated as a failed delivery and the associated return charges will apply. Once the item is returned to us, the order will be cancelled and refunded less any return and handling charges incurred.

Once a delivery date has been booked, orders may be loaded onto the delivery vehicle up to 2 days in advance and cannot be unloaded until all deliveries on the route have been completed. Any changes to a booked delivery must be requested at least 3 working days before the delivery date.

All order amendments must be requested in writing. Any price difference must be paid in full before the change is applied. If an amendment is requested after dispatch, a return charge will apply to recall the item before the amended order can be processed.

8. Made-to-Order Items

Made-to-order products are manufactured to your specific requirements and cannot be resold at full price. A cancellation fee of 50% of the order value will apply once production has commenced.

The 14-day change-of-mind cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to made-to-order items. Your statutory rights in respect of faulty or misdescribed goods are unaffected.

9. Product Information

We take care to ensure all product descriptions, images, and dimensions on our website are accurate.

However:

• Product appearance including colour, finish, material, and overall attributes may differ between digital representation and real life. This does not constitute a fault or "not as described" unless there is a clear and significant mismatch — for example, ordering black and receiving white. A variation in shade or feel (e.g. a different shade of grey) is within reasonable expectation and does not constitute a fault.
• Dissatisfaction with the quality of an item is subjective and does not by itself constitute the item being faulty or not as described.
• All measurements are approximate unless otherwise stated. It is your responsibility to check dimensions and confirm suitability before ordering.
• Product images are professionally taken and are for reference only. They may not represent the actual item exactly. If you have specific requirements, please contact us to request real product images before ordering (subject to availability).
• Some products may undergo minor manufacturer updates without prior notice. Returns in such cases are accepted only under our standard policy in original, resaleable, unassembled condition.

10. Promotional Codes & Discounts

Promotional discount codes apply to standard catalogue items only and do not apply to special offers or already-discounted lines unless explicitly stated. Each code's terms, including its validity period and scope, are communicated on the channel through which it is issued.

If a discount code is knowingly used outside its stated scope of validity, we reserve the right to cancel the order. Price match requests must be submitted before purchase and no partial refunds will be issued for price match requests made after an order is completed.

Furniture Central reserves the right to accept or reject any promotional discounts without reason.

11. Chargebacks & Payment Disputes

We encourage all customers to contact our support team in the first instance to resolve any issues at support@furniturecentral.co.uk. We will always work to reach a fair outcome.

If a chargeback or payment dispute is opened with your payment provider and is subsequently found in our favour, any dispute handling fees incurred by us will be payable by you.

If you receive a refund via a chargeback but retain the goods, you are required to either return the items or make payment in full immediately upon receiving the funds. Items must not be disposed of without our consent. We reserve the right to pursue recovery of the goods or payment via a county court claim where necessary.

12. Guarantees & Warranties

Unless a specific manufacturer's warranty is stated on the product listing, items are supplied without a separate product warranty. This does not affect your statutory consumer rights under the Consumer Rights Act 2015.

13. Intellectual Property

All content on our website — including text, images, product descriptions, logos, and design — is owned by or licensed to us and protected under UK copyright law. You may not reproduce, copy, distribute, or use any content for commercial purposes without our prior written consent. Personal use, such as saving or printing for reference, is permitted.

Product images may be provided by third-party suppliers or manufacturers. Any suspected copyright concerns relating to such images should be reported to us for investigation. We are not responsible for inaccuracies in content provided by our suppliers, or for the content of external websites linked to or from our site.

14. Limitation of Liability

Our total financial liability to you in connection with any order is limited to the total value paid by you for that order.

We are not liable for indirect or consequential losses, including but not limited to lost profits, business interruption, loss of data, or missed savings.

We are not responsible for delays or failures arising from circumstances beyond our reasonable control, including courier disruptions, severe weather, traffic, supply chain failures, or force majeure events.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other matter that cannot lawfully be excluded or limited under UK law.

15. Data Protection

We are registered with the Information Commissioner's Office (ICO) and handle your personal data in accordance with the UK GDPR and the Data Protection Act 2018. By placing an order, you consent to us processing your personal data as necessary to fulfil your order, manage your account, and meet our legal obligations.

We will not share your data with third parties except where necessary to fulfil your order (for example, couriers and payment processors) or where required by law. Please refer to our Privacy Policy on our website for full details.

16. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Changes to These Terms

We reserve the right to update these Terms at any time. The version published on our website at the time of your order will apply to that order. We encourage you to review these Terms each time you place an order.