At Housing Units Furniture Store, we are dedicated to helping you create a home that reflects your personal style and comfort. We understand that sometimes an item may not perfectly suit your space or meet your expectations. Our Returns & Exchanges policy is designed with your peace of mind in mind, offering a straightforward and fair process to ensure your complete satisfaction.

Our Returns & Exchanges Promise

We offer a 15-day return or exchange period, starting from the day you receive your delivery. To be eligible, the item must be in its original, unused, and resalable condition, with all original packaging, tags, and accessories intact.

Please Note: Due to hygiene and safety reasons, certain personalised, intimate, or safety-critical items are non-returnable. Based on our product range, this includes:
  • Bio-Ethanol Fires (due to fuel residue and safety regulations).
  • Bathroom Towels & Bedding (for hygiene reasons, unless unopened in original packaging).
  • Mattresses from the All Mattresses category (unless faulty – see our warranty).
  • Any made-to-order or customised items.
Please inspect all other items (such as Armchairs, Bed Frames, Ceiling Light Shades, or Bedside Tables) carefully upon delivery.

Step-by-Step Return or Exchange Process

Step 1: Initiate Your Request

Within 15 days of delivery, please contact our Customer Care team to initiate a return or exchange. Provide your order number and details about the item(s) you wish to return or exchange.

  • Email: [email protected]
  • Subject Line: “Return/Exchange Request – Order #[Your Order Number]”

Step 2: Receive Your Return Authorisation & Instructions

We will respond within 2 business days with a Return Merchandise Authorisation (RMA) number and detailed instructions for packaging and shipping the item back to us. Please do not ship any items back without this authorisation.

Step 3: Package and Ship Your Return

Securely repackage the item in its original packaging. Include all parts, manuals, and accessories. Affix the provided return shipping label (if applicable) and clearly mark the RMA number on the outside of the box.

Return Shipping Costs:

  • If the return is due to an error on our part or a faulty item, we will cover the return shipping costs.
  • For change-of-mind returns, the customer is responsible for the return shipping costs. We recommend using a tracked and insured service.

Step 4: Our Inspection & Your Resolution

Once we receive your return at our warehouse (64 Wharf St S, Leicester, GB LE3G 3YZ), our team will inspect it within 3-5 business days.

  • For Exchanges: We will dispatch your replacement item as soon as possible. Standard or free shipping will apply based on your original order.
  • For Refunds: We will process your refund to the original payment method used.

Refund Timeline & Method

Once your return is approved, your refund will be processed automatically to your original payment method (Visa, MasterCard, JCB, or PayPal).

  • Credit/Debit Card Refunds: Typically appear in your account within 5-10 business days after processing, depending on your bank’s policies.
  • PayPal Refunds: Typically appear in your PayPal account within 3-5 business days.

You will receive an email notification once the refund has been issued.

Return Request Email Template

To help you get started, you may use the template below when contacting us.

To: [email protected] Subject: Return/Exchange Request – Order #[Your Order Number] Dear Housing Units Customer Care Team, I would like to request a [return / exchange] for an item from my recent order. Order Number: [Please insert your order number] Order Date: [Date] Item(s) for Return/Exchange: – Product Name: [e.g., “Hampshire Oak Bed Frame”] – SKU/Product Code: [If available] – Reason for Return/Exchange: [e.g., “Does not fit my space”, “Exchange for a different colour”] I confirm that the item is in its original, unused condition with all packaging and tags. Please advise on the next steps and provide the necessary return authorisation and instructions. My preferred resolution is: [ ] Refund to original payment method [ ] Exchange for: [Please specify product name and variant, if applicable] Thank you for your assistance. Best regards, [Your Full Name] [Your Phone Number] [Your Shipping Address]

Damaged or Faulty Items

If your item arrives damaged or is faulty, please contact us immediately at [email protected] within 48 hours of delivery. Please provide your order number and clear photographs of the damage or fault. We will arrange a swift replacement, collection, or repair at no cost to you.

Need Further Assistance?

Our UK-based customer care team is here to guide you through the process and answer any questions. We are committed to resolving any issues with the same care and attention to detail that goes into curating our collections.

Email: [email protected]
Postal Address for Returns: Housing Units Furniture Store, Returns Department, 64 Wharf St S, Leicester, GB LE3G 3YZ, United Kingdom.

Housing Units Furniture Store – Where your satisfaction is an essential part of our design philosophy.