Returns, Cancellations & Refunds

For a non-faulty showroom purchase, J&B Furniture may, entirely as a goodwill arrangement, agree to accept a cancellation or return even though there is no automatic statutory change-of-mind right. Where we agree this in advance or in writing, the remedy may be an exchange or J&B Furniture store credit rather than a cash refund, and we may apply a handling/restocking charge of up to 10% of the price of the returned goods to reflect inspection, administration, repacking and loss of sale opportunity. We may refuse a goodwill return where goods are assembled, used, damaged, incomplete, bespoke/personalised, supplier-ordered specifically for the customer, or not reasonably capable of resale. This goodwill policy never replaces statutory remedies for faulty, incorrect, misdescribed or otherwise non-conforming goods.

J&B Furniture may agree a discretionary goodwill cancellation, exchange or credit for an eligible non-bespoke showroom item, but only where we confirm this in writing. We may take account of collection costs, loss in value, condition and non-recoverable costs when deciding whether to offer such a goodwill remedy. Any charge must be reasonable and does not affect statutory rights for faulty or non-conforming goods.

For most non-exempt standard goods purchased through the website, telephone, email, WhatsApp, Facebook/Instagram Messenger, another social-media channel, a secure payment link or another distance method, you may cancel the contract without giving a reason within 14 days. For a single delivery, the period generally begins on the day you or a person nominated by you receives the goods. Special statutory rules apply where an order is delivered in multiple lots or pieces.

To cancel, tell us before the cancellation period expires using a clear statement. You may use the Model Cancellation Form in this pack, but you do not have to use it. Contact: [email protected] or J&B Furniture, Unit 4 East Point Retail Park, Ballysimon Road, Limerick, V94 FW24, Ireland.

A standard Supplier/Catalogue Order does not lose the statutory distance-sale cancellation right merely because J&B Furniture had to obtain it specially from a manufacturer or because it was not held in our warehouse. The bespoke exemption is reserved for orders that genuinely meet the statutory test for non-prefabricated goods made to the consumer’s individual choice/decision or goods that are clearly personalised. Where that exemption applies, we will tell the customer before the remote order becomes binding.

For remote orders, J&B Furniture will provide the legally required information before the customer is bound and will provide the concluded contract on a durable medium after acceptance. Customers should keep the Order Confirmation, invoice, specification and any attached Terms/Policies for their records.

After cancelling an eligible distance order, you must send or hand the goods back without undue delay and no later than 14 days after telling us you are cancelling, unless we have offered to collect them.

You are responsible for the direct cost of returning eligible non-faulty goods where we informed you of that obligation before the contract was concluded. Furniture is often too large for normal post, so the direct transport cost can be significant. Where the law requires us to state or estimate that cost before purchase, we will provide it in the checkout information, product/order information or another durable medium. If we arrange collection, we will tell you the applicable direct return/collection cost before collection is booked.

You may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the goods. For flat-packed furniture, partial or full assembly, forcing fittings, removing protective films unnecessarily, scratching panels, drilling, altering components, losing fixings/parts, staining, use in the home beyond inspection, or repacking in a way that causes avoidable damage can materially reduce resale value. Where the law permits a diminished-value deduction, J&B Furniture will assess the actual condition and reduction in value of the returned goods rather than apply an automatic percentage. We may photograph or inspect returned components and packaging as evidence. Original packaging is not an absolute condition of a statutory cancellation, but retaining and using it carefully can help prevent avoidable return damage.

You may be responsible for any reduction in value caused by handling beyond what is reasonably necessary for that inspection. Please therefore keep goods clean, protected and complete, and retain packaging where reasonably possible. Missing parts, staining, damage, assembly beyond what is needed to inspect the item, use in the home beyond inspection or avoidable transport damage may reduce the refund where the law permits.

For a valid statutory cancellation, we will refund the payments received from you for the cancelled goods, including the cost of our least expensive standard delivery option offered for that order. We do not have to refund any extra amount you paid for a premium or upgraded delivery option above the standard delivery cost.

We will make the refund without undue delay and within the statutory timeframe, normally no later than 14 days after we are informed of your cancellation. For sales of goods, unless we offered to collect them, we may withhold the refund until we receive the goods back or you provide evidence that they have been sent back, whichever occurs first. Refunds will normally be made using the same payment method unless you expressly agree otherwise and no fee is imposed on you for the alternative method.

A fixed 10% restocking fee is not imposed merely because a consumer validly exercises a statutory distance-sale cancellation right. For such statutory returns, J&B Furniture may instead recover any direct return cost that the law allows and that was properly disclosed, and may make a lawful deduction for actual diminished value caused by handling beyond what was reasonably necessary to establish the goods’ nature, characteristics and functioning. The separate up-to-10% goodwill restocking/handling rule in section 3.1 applies only to non-faulty showroom change-of-mind returns that J&B Furniture voluntarily agrees to accept.

The statutory distance-sale cancellation right does not apply where the contract is for non-prefabricated goods made on the basis of your individual choice or decision, or for goods that are clearly personalised. This can include certain custom sofa configurations and other furniture manufactured specifically to individual selections. The exemption is applied according to the actual product and order, not simply because an item is described as “made to order”.

If your order is exempt, this will be highlighted on the product/order information or sales documentation before you are bound. Please review the Bespoke & Special Orders Policy. The exemption from change-of-mind cancellation does not remove your rights if the bespoke goods are faulty, not as agreed or otherwise fail to conform to the contract.

Where the law permits, the statutory cancellation right may not apply to sealed goods that are not suitable for return for health protection or hygiene reasons after they have been unsealed. Whether this exemption applies depends on the product and circumstances. We will not use this exemption to refuse a remedy for faulty or non-conforming goods.

If goods match the order but do not fit through your access route or do not fit the intended room, the legal outcome depends on how you purchased and whether the item is bespoke. An eligible non-bespoke distance-sale item may still be cancellable within the statutory period, subject to lawful return costs and any diminished value. A showroom purchase or exempt bespoke item does not acquire a change-of-mind right merely because it does not fit.

Different rules apply where goods are faulty, damaged on delivery, incorrect, misdescribed or otherwise do not conform to the contract. Do not arrange an independent return before speaking with us unless reasonably necessary. J&B Furniture is responsible for lawful return/collection costs of faulty goods and the remedies in our Faulty Goods & Warranty Policy apply.