After sales

Cancellations and returns

Cancellations & returns

This Cancellation and Returns Policy only applies if you made your purchase with House of Fraser - Sofas, Furniture and Flooring online, over the telephone and via our website. If you have placed your order in one of our stores, please refer to the Terms and Conditions on the reverse of your order form.

We understand circumstances can change and that you may need to cancel your order or return a product you have purchased from us.

Whatever your reason, as with any purchase, your order with House of Fraser - Sofas, Furniture and Flooring is a legal agreement. This applies to any orders that may need to be cancelled, and products already delivered that may need to be returned.

In this section, we'll cover how to cancel an order or return a product under the terms of your contract. By following the steps below, returning or cancelling your order can be straightforward.

We can arrange for our two-man team to visit your home and collect the product you wish to return. You can find the details of our standard collection charges in Section 3 below.

Jump to:

1. Your right to cancel

2. Effects of cancellation

3. Collection charges

4. Restrictions on rights to cancel contracts for flooring products

5. Sample cancellations form

6. House of Fraser - Sofas, Furniture and Flooring returns

1. Your right to cancel

You have the right to cancel your contract with House of Fraser - Sofas, Furniture and Flooring within 14 working days following on from the day that you or your chosen third party acquires physical possession of your products, or physical possession of your products, or;

  • physical possession of your last product, if you have ordered multiple products in a single order which are being delivered separately, or
  • physical possession of the last piece or lot of a product, if your product consists of multiple pieces or lots.

Your cancellation period expires after 14 days from whichever of the above applies to you

During this 14-day period you can cancel your contract at any time, without giving us any reason for doing so.

To exercise your right to cancel, please inform us as quickly as possible of your decision to cancel your contract in a clear statement by letter, email or fax. It's important to bear in mind that if you wish to cancel your contract, you are responsible for demonstrating you have done so. We always recommend you use a traceable postage method or setting a 'read' receipt on your email to avoid any queries.

Please make sure to send your letter, email or fax exercising your right to cancel within the 14-day cancellation period to ensure that we are informed of your decision to cancel your contract.

Our contact details

However you wish to contact us, you can find our details below. A sample cancellation form can be found in Section 5 below.

Address
A. Share & Sons Limited trading as House of Fraser - Sofas, Furniture and Flooring
45-49 Villiers Street
Sunderland
SR1 1HA
Telephone: 0800 0288 515
Fax: 0191 510 9048
Email: houseoffraser@hof-furniture.co.uk

2. Effects of cancellation

If you cancel your contract with House of Fraser - Sofas, Furniture and Flooring we will reimburse all payments we have received from you, including the costs of delivery. However, we are not able to reimburse any supplementary costs you may have paid if you chose an alternative type of delivery to the standard delivery that we offer.

When you have taken delivery of your House of Fraser - Sofas, Furniture and Flooring product and would like to try it out at home to establish its nature, characteristics and functioning, please do so in the same way you would in one of our stores. If the way that you use your product when trying it at home exceeds what we would reasonably allow in store, you will be responsible for covering the diminished value of the product, if you decide to cancel your contract with us. In this case, we may have to make a deduction for any loss in value of the products returned to us. Upholstered furniture is likely to lose up to 40-50% of its value once used, but we will limit any deduction from your reimbursement to 25% of the purchase price.

We always aim to reimburse your money as soon as possible, the time this takes will depend on the personal circumstances of your cancellation, but will be no later than 14 days after:

  • we receive the products you have returned, or
  • we receive evidence that you have returned the products you purchased, or
  • you inform us of your decision to cancel your contract, if no products were supplied

Your reimbursement will be made through your original payment method used to place your order, unless you have expressly agreed otherwise. You will not incur any fees as a result of us making a reimbursement payment to you.

If you are returning products to us, we will not be able to reimburse your payment until we receive them, or evidence that they have been sent. Once we receive either your physical product or evidence of postage, we will aim to make your reimbursement as soon as possible.

For products that are too large to return by post, we will be happy to arrange for our two-man team to visit your home and collect them. Further information about our collections charges are shown below, or in Section 6 ('House of Fraser - Sofas, Furniture and Flooring returns') further down this page.

You may return products to us yourself, but you must exercise care in doing so. If you have chosen this method, you must send back the products or physically hand them over within 14 days of informing us that you wish to cancel your contract, and we must receive them before the day 14-day period has ended.

3. Collection charges

Our collection charges, which cover our standard area (within a 30-mile radius of any House of Fraser - Sofas, Furniture and Flooring store) are as follows:

Product category: Collection charge:
Carpets, vinyl and rugs £39.00
Laminate and wooden flooring £60.00
Sofas, Julien Bowen Dining, all other tables and sideboards (except
for Alfrank)
£79.00
Alfrank dining and sideboards – full assembly £117.00

For collections outside of a 30-mile radius of any House of Fraser - Sofas, Furniture and Flooring store, you will be given an estimated collection charge based approximately on the maximum delivery charge you paid for your order. We will be able to give you an exact quote when we arrange collection with you.

4. Restrictions on rights to cancel contracts for flooring products (including carpet/vinyl/laminate or wood flooring

At House of Fraser - Sofas, Furniture and Flooring, you are able to cancel your contract for your flooring product at any time before it is laid in your home. Please refer to Section 1 ('your right to cancel') above for information on how to make a cancellation.

It’s important to note that if the flooring product that you ordered has been cut to fit your floor, this will diminish its value, so we may have to deduct a sum from the total of your reimbursement to reflect this.

Our expert flooring cutters normally start work on cutting your flooring as soon as we've sent your order confirmation. Or, if a surveyor is visiting your home to make an assessment for a flooring product, the flooring will normally be cut once your original order details have been confirmed as well as any changes to them that are required following the surveyor's visit.

After the flooring product has been laid:

Once your new flooring has been laid in your home, unfortunately you can't cancel your contract unless the flooring is defective - for more information on this, please see section 2.4.7 of our Terms and Conditions

All flooring is cut to fit only your home, and other items such as glue, tacks or nails, may have been used to fix it in place. All of this can result in damage or changes to the inherent nature of the flooring, diminishing its value. Unfortunately, we do not allow non-defective flooring contracts to be cancelled once they are fitted and laid in your home

5. Sample cancellation form

If you wish to cancel your contract with House of Fraser - Sofas, Furniture and Flooring you can use the form below as a guideline for your letter, email or fax to inform us. You aren't required to use this form, but it will ensure that all the information needed to cancel your contract is included.

To:

A. Share & Sons Limited trading as House of Fraser - Sofas, Furniture and Flooring
45-49 Villiers Street
Sunderland
SR1 1HA
Telephone: 0800 0288 515
Fax: 0191 510 9048
Email: houseoffraser@hof-furniture.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for sale of the following goods
[*]/for the supply of the following service [*]

Ordered on [*]/received on [*]
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only required if this form is notified on paper),

date:

[*] please delete as appropriate

6. House of Fraser – Sofas, Furniture and Flooring returns

If you wish to return one of our products after taking delivery please contact our helpline on 0800 0288 515, where our team will be able to arrange collection by our two-man team if you are within our standard delivery area (within 30 miles of any House of Fraser - Sofas, Furniture and Flooring store or warehouse).

If you live outside our standard delivery area, including outside of the UK, don't worry we will make the necessary arrangements with you when you call to arrange a return. Collection charges will apply and these are outlined in Section 3 above.

Smaller items such as furniture and flooring care kits can easily be returned by post to:

House of Fraser - Sofas, Furniture and Flooring Online
45-49 Villiers Street
Sunderland
SR1 1HA

We would always recommend using a traceable postage method, as we can't be responsible for any items lost in the post.

When you have taken delivery of your House of Fraser - Sofas, Furniture and Flooring product and would like to try it out at home to establish its nature, characteristics and functioning, please do so in the same way you would in one of our stores. If the way that you use your product when trying it at home exceeds what we would reasonably allow in store, you will be responsible for covering the diminished value of the product, if you decide to cancel your contract with us.

In any case, our upholstered furniture products are classed as 'second hand 'once they have been used and could lose between 40-50% of their sales value. You will only be required to pay 25% of the purchase price of such a product that has been returned to us in a used condition.

We will never ask you to cover more than the purchase price of any product that is returned to us. The cost will be deducted from the amount that we reimburse you, or if we have already reimbursed your payment, you will be required to pay the amount separately.

If you decide to cancel your contract with House of Fraser - Sofas, Furniture and Flooring and need to return a product, we can arrange for our two-man team to collect it from your home. Collection charge details can be found in Section 3 ('collection charges') above. Please bear in mind that collection charges depend on the type of product you wish to return and where it's required to be collected from.

Our collection charges directly reflect the cost of us collecting products from you, but we will always agree the charges with you in advance. Alternatively, you can return a product to us yourself, but you will be responsible for covering the costs and must also exercise reasonable care in doing so.

  1. Returning a product to us

  2. Taking care of the product before it is returned

  3. Collection charges (the cost of returning a product to us)