Returns, Refunds & Replacements

Forever Flat Pack Returns & Refunds Policy

Right to Cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you, or a third party other than the carrier indicated by you takes physical possession of the goods ordered. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email to support@foreverflatpack.co.uk 

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Once the right to cancel period has expired we may still accept returns at our discretion, although additional charges will be applicable. However these regulations do not restrict the statutory right to cancel and do not apply during the 14 days cancellation period.

Effects of Cancellation

If you cancel this contract during the 14 day cancellation period, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than – 

(a) 14 days after the day we receive back from you any goods supplied, or 
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or 
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

To Return a Product To Us

Please make sure that the product was received by you in the last 14 days.

Send an email to support@foreverflatpack.co.uk  

Your email should have the following information so that we can process a return.

  • Your name
  • Order reference number
  • Your Address
  • Email address
  • Contact number
  • Date of purchase
  • Date the goods were received by you
  • If you originally ordered multiple items, which do you want to return?

When we approve a return, please send the product along with a note indicating whether you want to exchange the product (and if so, what other product you want to order), or if you want a refund.

All items must be returned in their original condition, and assembly must not have been attempted in any way. 

Sending A Return Back To Us

Some of our products may have delicate physical properties and the transportation of these items is a difficult business. If the item you wish to return has delicate physical properties please make sure that any courier used is aware that the contents of the shipment could contain delicate items. Also make sure that any courier shipment is fully insured to the value of the shipment (retail price).

Damaged Or Faulty Items Received By You

If you received a damaged or faulty product, please notify us immediately for assistance. It must also be signed for as damaged on the delivery note.

You must inspect all parts of your item before attempting assembly, and report any faults or damages to us immediately. If an item has been assembled or part-assembled before reporting damages, we must assume that the damage was caused during the assembly process.

Replacement parts are sent out free of charge once we have images of the damage and the part numbers. Any unreported damages to returned items may be subject to deductions from your refund. 

We have a full, free replacement parts service. Any returns are solely at the buyers cost as we offer a full parts service. The buyer is responsible for the returns cost of any items they wish to return due to any damages caused in transit.

Packaging

All returned items must be in their original packaging, and the packaging must be undamaged. If an item is returned not in its original packaging, or the packaging is damaged we reserve to deduct the cost of repackaging the items from your refund.

Assembled or Part-Assembled Items

We will not be able to entertain any claims for damages if an item has been assembled or part assembled. The buyer must contact us and report any issues prior to assembling the item.

We will not accept returns of any items that have been assembled or part assembled. We can not take any responsibility if the item is damaged during assembly or issues arising due to incorrect assembly of flat packed furniture.

Modifications

We are unable to process refunds for any items where the customer has made any kind of modification to the furniture.

These modifications include, but are not limited to:

  • Repainting furniture
  • Adding an extra rail to a wardrobe
  • Adding extra handles to drawers, doors, etc.
  • Adding any extra holes to the piece of furniture
  • Using any kind of glue or adhesive during the assembly of your furniture, unless specifically mentioned within the assembly instructions. 

Please note, that if a part of your item is missing pre-drilled holes, you must contact us immediately for a replacement part. Drilling your own holes into the piece is considered a modification, and may cause your fully assembled item to be unstable.

Any modifications may invalidate your warranty.

Sale items

Sale items can be refunded.

Images, Part Numbers & Further Information

Please note that in order to process any kind of return, refund or replacement that we may ask you for the following:

  • Pictures of any and all damages
  • Part numbers for any and all damaged parts
  • Part numbers for any and all missing parts
  • Pictures of connecting parts (ie screw holes)
  • Pictures of items re-packaged for collection

Please note that this is not an exhaustive list, and there may additional requests made for similar information or evidence in order to process your return, refund or replacement. If you do not provide us with this information when asked we will be unable to process your request.

Contact us

If you have any questions about our Returns and Refunds Policy, please contact us by email: support@foreverflatpack.co.uk