HELP CENTER

CANCELLATION & RETURNS

If your item develops a fault we will deal with your complaint in accordance with your rights under the Sales of Goods Act 1979. You will also be supplied with a warranty/guarantee, which is in addition to your statutory rights.

 

Please check over your goods on delivery, If you find your goods to be faulty, damaged or incorrect please let the delivery team know they will take pictures and a member of Customer Services will be in touch as soon as possible. If you find that your goods are damaged after you have taken delivery please notify us as soon as possible. 

 

Due to the customised nature of bespoke orders, we do not accept refunds for custom made or special orders under any circumstances. Faults covered under the 12 months guarantee are not affected.  

 

If you are not satisfied with your purchase for any other reason (excluding Custom Made/ Special orders or Manufacturing Faults) and report this, in writing, within 14 days, from the date of delivery, you will be given the option to return the product to us for a refund or exchange. You must ensure that;

 

You have the details of your original order. We suggest that you keep the order confirmation and any correspondence that we have sent to you as proof of purchase.

 

The Item is returned unused, in their original packaging and in the condition you received them. It is your responsibility to take reasonable care of the products whilst they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

 

Return of non-faulty products are the responsibility of the customer. However CMS Furniture recognises that many customers do not have a means to do this and therefore can offer a collection service for most items. Collection will normally be charged at our standard delivery charge rate as shown on your original order. In this case and for your convenience the cost for collection will be deducted from the refund of your order. Collection must take place from the delivery address stated on your original order. We will not be liable for damage however caused if products are moved or transported from one address to another address. Should you move the product outside of the mainland United Kingdom it is your responsibility to arrange for it to be transferred back to the mainland United Kingdom if you want to return it to us.

 

Prior to returning any goods you must inform Customer Services (within 14 days of receipt). If you do not return the goods within 21 days of receiving we will arrange to collect the item and deduct the carriage charge from your refund. 

 

Once we have received the goods we will inform you and arrange for a refund or exchange. Please note; refunds may take up to 14 days to process.


 

If the product has damaged, deteriorated or soiled in your care and through no fault of the manufacturing of the product, it is no longer eligible for a return.

 

Complaints Procedure

 

CMS Furniture is committed to providing high quality products and service to all of our customers. Therefore, we hope that you are pleased with the product you have purchased and the service you have received.

If you have a complaint or in any way feel dissatisfied with the products or service you have received we would like to hear from you as quickly as possible so we can take every opportunity to resolve your complaint. CMS Furniture seeks to continuously enhance our customer experience and we welcome complaints as an opportunity to further build on improving our customer service.

All complaints are dealt with by our Customer Services department.

Telephone: 07704 675 526

Email: info@cmsfb.co.uk

Post: Unit 4 Welton Rd, Bromborough, Wirral CH62 3PQ

Upon receiving your initial complaint a customer service advisor will aim to contact you as soon as possible to acknowledge receipt and discuss the process of resolving your issue.

If you have a complaint regarding a product which you feel may have a manufacturing fault we will initially ask for some photos of the product, to enable us to assess the possible problem. If we are unable to assess the problem fully using this method we may need to get the product independently inspected, in which case, an independent assessor will visit you to carry out a full inspection of the product. The independent inspector shall produce a report stating the nature of fault or detail why the product is not faulty. This inspection is final and we abide by the report produced.