Guides › Furniture and White Goods › Faulty or Damaged Furniture and Sofas
Faulty or Damaged Furniture and Sofas
If furniture is faulty or arrives damaged, complain to the retailer: it is responsible for the goods until they reach you, not the courier. Within 30 days of delivery you can usually reject faulty goods for a refund. After that, the retailer gets one chance to repair or replace. Signing for a delivery does not waive your legal rights.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Faulty Furniture
Reject Within 30 Days
Within 30 days of delivery you can usually reject faulty goods and get a refund. You will normally need to show the fault. source
Repair or Replacement
After 30 days you can ask for a repair or replacement at no cost to you. The trader must do it within a reasonable time and without significant inconvenience. source
One Chance to Repair
The trader gets one chance to repair or replace. If that fails or the fault comes back, you can keep the goods and ask for a price reduction, or reject them for a refund. source
The First 6 Months
If a fault shows up within six months of delivery, it is presumed to have been there at delivery unless the trader proves otherwise. After six months, you have to show it. source
Delivery
Damaged on Arrival
If goods arrive damaged, the retailer is responsible for them until they reach you, or a safe place or neighbour you chose, not the courier. Complain to the retailer. source
Signing for a Delivery
Signing for a delivery does not waive your legal rights. If you can, write 'goods received but not inspected' when you sign, and check the goods as soon as possible. source
Damage on Delivery Claims
Damage on delivery is treated as a faulty goods claim. The retailer should pay to collect damaged goods and refund any extra you paid for a dedicated delivery slot. Report it quickly and take photos straight away. source
Late Delivery
If delivery on time was essential, you can cancel and get a refund when it is late. If not, set a new reasonable deadline first. source
Paying and Protection
Section 75
If you paid by credit card, or with regulated buy now pay later, Section 75 can let you claim from the card or credit provider as well as the shop. source
If the Retailer Goes Bust
If a retailer goes into administration, your protection depends on how you paid. Section 75 covers a single item costing over £100 bought on a credit card, even if you only paid a deposit on the card. Chargeback on a Visa or Mastercard debit card, or on a credit card for items of £100 or less, is an industry scheme, not a legal right. source
Cash, Cheque or Transfer
With cash, a cheque or a bank transfer you generally have no protection if the retailer goes into administration. You can only claim from the administrator as a creditor, which may recover little. Ask for card payment when ordering furniture in advance. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 30 daysShort-term right to reject30 days from delivery, or less if the item would not normally last that long
- 6 monthsFault presumed to have been there at deliveryIf found within 6 months of delivery
- 14 daysRefund paidWithin 14 days of the trader agreeing you are entitled to it
- 120 daysChargeback claimWithin 120 days of realising there is a problem
Steps to Take
Step 1 of 5
Take photos of the fault or damage straight away, including the packaging.
Step 2 of 5
Report it to the retailer quickly and in writing, and say which remedy you want. Our free letter templates can write it for you.
Step 3 of 5
Within 30 days of delivery, you can usually reject it for a refund. The retailer should pay to collect damaged goods.
Step 4 of 5
After 30 days, ask for a repair or replacement. If that fails, ask for a refund or price reduction.
Step 5 of 5
If the retailer will not help and you paid by card, ask your card provider about Section 75 or a chargeback.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Retailer's Complaints Team
Always start here, in writing, and say which remedy you want.
Your Card or Credit Provider
If you paid by credit card or regulated buy now pay later and the shop will not put it right.
The Administrator, If the Retailer Has Gone into Administration
As a last resort after trying Section 75 or chargeback. It may recover little.
Good to Know
Small things that make your complaint stronger.
When you sign for a delivery, write ‘goods received but not inspected’ if you can.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- nibusinessinfo.co.uk/content/what-do-if-problems-arise-supplied-goods Checked 12 October 2026
- businesscompanion.info/node/623/printable/print Checked 12 October 2026
- which.co.uk/consumer-rights/advice/how-to-complain-if-you-receive-damaged-goods-in-the-post Checked 12 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 12 October 2026
- moneysavingexpert.com/reclaim/company-administration-help Checked 12 October 2026