Returns Policy

At Bob's Home Office Furniture, we want you to love your purchase. But if something isn't right — or you've simply changed your mind — we'll make the returns process as straightforward as possible, and your rights under UK consumer law are fully protected.

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Last updated: 23rd April 2026

 

Returns at a Glance

• Changed your mind? 14 days to notify us, plus a further 14 days to return the goods. Return postage is your responsibility.

• Faulty or damaged? 30-day right to reject for a full refund. We'll cover collection costs.

• Wrong item or misdescribed? We'll arrange free collection and a replacement or refund.

• Refund timescale: Within 14 days of us receiving the goods (or proof of return).

• Start a return: Email bob@bobshomeofficefurniture.co.uk with your order number.

 

Can I return an unwanted item?

Yes. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel an online order within 14 days of receiving the goods, without giving a reason.

• 14 days to notify us: Email bob@bobshomeofficefurniture.co.uk within 14 days of receiving your order to let us know you want to cancel.

• 14 further days to return: Once you've notified us, you have a further 14 days to send the goods back.

• Return postage: For unwanted items, the cost of return is your responsibility. We'll give you instructions and can quote a courier fee if you'd prefer us to arrange collection.

• Condition of goods: You have a statutory right to handle goods as you reasonably would in a shop — to inspect their nature, characteristics, and function. If items are returned showing signs of use or handling beyond what's reasonable, we may deduct a proportionate amount from your refund to reflect the reduction in value.

 

What if my item is faulty or damaged?

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If an item is faulty, damaged in transit, or develops a fault within a reasonable time, you're entitled to a remedy.

• Within 30 days of delivery: You have a short-term right to reject faulty goods for a full refund — no questions asked.

• After 30 days: You're entitled to a repair or replacement. If that's not possible, or if a repair doesn't resolve the fault, you can claim a refund (the amount may be reduced to reflect any use you've had).

• How to report it: Email bob@bobshomeofficefurniture.co.uk as soon as possible — ideally within a few days of spotting the problem — with photographs where you can. Early reporting helps us resolve things quickly, but doesn't affect your statutory rights.

• Return costs: For faulty, damaged, or misdescribed items, we'll arrange collection at no cost to you.

 

What if my item is not as described?

If a product you receive doesn't match its description on the Site — wrong colour, wrong dimensions, different specifications, or any other material difference — contact us at bob@bobshomeofficefurniture.co.uk and we'll sort it out. We'll arrange free collection and offer a replacement, an identical product at the advertised specification, or a full refund, depending on your preference and availability.

 

How do I request a return?

Email bob@bobshomeofficefurniture.co.uk with:

• Your order number

• A brief explanation of why you're returning the item

• Photographs (if the item is faulty, damaged, or not as described)

• Your preferred outcome (refund, replacement, or repair)

We'll reply within 2 working days with next steps, including return instructions or collection arrangements.

 

How will I be refunded?

Refunds are issued to the original payment method used for the order — we can't refund to a different card or account.

• Refund timescale: We process refunds within 14 days of receiving the returned goods, or within 14 days of receiving proof that you've sent them back — whichever is sooner.

• What's included: For unwanted returns, we'll refund the price of the goods plus the standard delivery charge you originally paid. For faulty, damaged, or misdescribed items, we'll refund the full amount paid.

• Bank processing: Once we've issued the refund, it can take a few additional working days to appear in your account, depending on your bank. If your refund hasn't arrived within 10 working days of our confirmation, email us and we'll chase it up.

 

Are there any items I can't return?

The 14-day cooling-off right does not apply to a small number of items under UK law:

• Bespoke or made-to-order items — furniture made or customised specifically to your specification (e.g. unusual dimensions or bespoke finishes). We'll make it clear at the point of sale if any item falls into this category.

Your statutory rights for faulty, damaged, or misdescribed goods still apply to bespoke items — you can still claim a repair, replacement, or refund under the Consumer Rights Act 2015 if there's a problem with the item itself.

Sale items, clearance stock, and ex-display goods all qualify for the full 14-day cooling-off right and statutory protections — the same as any other item on our Site.

 

What if I refuse delivery?

If you refuse delivery on the doorstep, we'll treat this as a cancellation under the 14-day cooling-off right (provided you're within that window). We'll process a refund for the cost of the goods once they're returned to the manufacturer.

Because refused deliveries incur a return-to-sender charge from the courier, we may deduct a proportionate amount to cover this cost — we'll be transparent about any deduction and explain how it's calculated. To avoid delays and costs, please contact us before refusing delivery so we can discuss options.

 

Do trade and business customers have the same rights?

If you're buying for use in your business rather than as a consumer, different rules apply:

• The 14-day cooling-off right does not apply to business purchases

• The Consumer Rights Act 2015 does not apply; the Sale of Goods Act 1979 applies instead

• Faulty or misdescribed goods are still returnable under your rights as a business buyer

For larger business orders or ongoing supply, bespoke terms can be agreed in advance — email bob@bobshomeofficefurniture.co.uk.

 

Your statutory rights

Nothing in this Returns Policy limits or excludes your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Any manufacturer warranty on your product is offered in addition to — not in place of — your statutory rights.

 

Questions about returns?

We're a small team and we reply personally. If you've got a question about a return, or just want to check something before ordering, get in touch:

• Email: bob@bobshomeofficefurniture.co.uk

• Phone: 07737 426343

• Post: Bob's Home Office Furniture, 43 Garnethill Street, Glasgow, G3 6QD

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Related pages: Delivery · Terms & Conditions · FAQ

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