Delivery & Returns

Last updated: 1 September 2026

Delivery areas and timing

Delivery availability and charges depend on the item, quantity, postcode and service. Mainland Great Britain, Northern Ireland, islands, Highlands and international destinations may have different charges or lead times. Customs, import taxes and local clearance for an agreed export are the customer's responsibility unless we agree otherwise in writing.

For standard stocked parcel-delivery chairs, we normally aim to dispatch within 1 working day and delivery is normally within 2 working days after dispatch. This is an aim, not a guaranteed deadline, unless we expressly confirm a guaranteed service in writing. Large furniture, pallet, specialist van, bulk, bespoke and remote-area orders may take longer and the product page, quotation or order confirmation will take priority.

For consumer orders, if no delivery period is agreed, we will deliver without undue delay and normally within 30 days as required by law. A date is essential only if that was agreed or is clear from the circumstances.

Delivery method, access and failed delivery

Unless room-of-choice delivery, assembly or installation has been expressly agreed and paid for, delivery may be by parcel courier, pallet network, specialist furniture carrier or our vehicle to the kerbside, ground-floor entrance, reception, goods-in area or nearest safe and accessible point.

Before ordering, the customer must check doors, lifts, stairs, corridors, loading restrictions, parking, site hours and product dimensions, and must provide accurate contact and delivery information. Where the agreed service requires customer assistance, suitable adults and safe unloading space must be available.

If delivery cannot be completed because the address is wrong, access is unsafe or undisclosed, nobody is available, the customer refuses a conforming delivery or required unloading help is absent, we may charge the reasonable direct cost of failed delivery, storage, return transport and redelivery where the law permits and those costs were disclosed. This does not remove a consumer's statutory cancellation or faulty-goods rights.

Inspection and damage in transit

Check the number of packages and inspect the goods as soon as reasonably possible. If packaging is visibly damaged, photograph it before opening. If serious damage is obvious and it is safe and practical, note the damage with the driver or refuse the delivery and contact us.

Please report delivery damage, shortage or a wrong item as soon as possible and preferably within 48 hours, with the order number, a description, photographs of the item and packaging, and a short video where the issue is mechanical. The 48-hour request helps us preserve courier evidence; it does not remove a consumer's statutory rights if the issue is reported later.

Keep the goods and packaging available, stop using an unsafe or damaged item and do not repair, alter or dispose of it before we have had a reasonable opportunity to assess and collect it. We remain responsible for our chosen carrier and will not require a consumer to pursue the carrier directly.

Returns, refunds and damaged goods

At-a-glance policy

If a chair or other item arrives broken

1. Do not assemble or continue using an item that looks unsafe, structurally damaged or electrically unsafe.
2. Photograph the whole item, the damaged area, the shipping label and every side of the packaging. Send a short video for a mechanism, gas lift, recline or electrical problem where safe to do so.
3. Contact us at sales@refurbishedofficefurniture.co.uk or 07459 691 324 with the order number and the outcome you want. Please do this as soon as possible and preferably within 48 hours so we can preserve courier evidence.
4. Keep the item, loose parts and packaging. Do not repair, alter, throw away or arrange an unauthorised return before we respond.
5. We will assess the evidence promptly and, where the claim is valid, arrange and pay for reasonable collection or return. We will then provide the remedy required by law, taking account of any valid choice to reject, repair or replace.

Your rights: A 48-hour reporting request is not a rule that cancels a consumer's rights. It is an evidence and courier-claim request. We do not pass responsibility for our carrier to the customer.

Change-of-mind returns

Consumers who place an eligible online, telephone or off-premises order may cancel within 14 days after delivery and then have 14 days to send or hand the goods back. No reason is required.

• Tell us clearly that you are cancelling; the model cancellation form below is optional.
• The customer pays the direct return cost because this is disclosed before checkout.
• The goods may be inspected as they could be in a shop, but should not be used for an extended period.
• Return all parts, accessories and keys and use packaging suitable for a bulky, moving item.
• We refund the product price and our cheapest standard outbound delivery charge, but not the extra cost of a premium delivery choice.
• There is no automatic consumer restocking fee. We may deduct only proven diminished value caused by excessive handling, damage, missing parts, alteration or inadequate return packaging.

Estimated change-of-mind return costs for bulky goods

The consumer may choose a suitable insured carrier. If the customer asks us to arrange return collection, the following mainland Great Britain estimates apply and the exact charge will be confirmed before booking. Remote areas, islands, Northern Ireland, restricted-access sites and timed or two-person services may cost more.

Original packaging

Please keep and reuse all packaging until the item has been checked. Office chairs, arm pads, castors and desk parts are easily damaged in return transit. Original packaging is not an absolute condition of statutory consumer rights, but the customer must package the return safely. A lawful refund deduction may be made if inadequate packaging or excessive handling genuinely reduces the item's value.

Bespoke and personalised goods

There is no change-of-mind cancellation for goods genuinely made to an individual specification or clearly personalised, such as a chair reupholstered in a requested non-standard fabric, a custom finish or a desk made to a requested size. We will identify this before order. This exception does not apply to a fault, transport damage, safety issue or material misdescription.

Business, trade and bulk returns

Business customers do not receive the statutory consumer cooling-off period. Unwanted returns need written approval. Where accepted, the business customer pays direct return transport and the stated restocking and handling charge, normally 20% of the product price. Genuinely bespoke, sourced, reupholstered and project-prepared goods are normally non-returnable except for a valid defect or misdescription claim.

How to request a return

1. Email sales@refurbishedofficefurniture.co.uk or telephone 07459 691 324.
2. Provide the name, order number, item, delivery date, reason and requested outcome.
3. For damage or a fault, attach photographs and a short video where useful.
4. Wait for the authorised return address and instructions. Returns to 2 Tamar Street are not accepted.
5. Package all components securely and obtain proof of dispatch if using your own carrier.

Refund timing

Eligible cancellation refunds are normally made within 14 days after we receive the goods back or receive satisfactory evidence of return, whichever is earlier. If we offered to collect, the timetable required by law applies from cancellation. Approved faulty-goods refunds are made without undue delay and within 14 days after entitlement is agreed. Refunds go to the original payment method or finance provider.

Model cancellation form

Complete and return this form only if you are a consumer who wishes to cancel an eligible distance or off-premises contract. You may instead send any clear statement containing the same information.

Send to: Office Furniture and Fixtures Supplies Ltd trading as Refurbished Office Furniture, Unit 2, Brigella Mills, Little Horton Lane, Bradford, BD5 0QA. Email: sales@refurbishedofficefurniture.co.uk.