How long do I have to reject faulty furniture?

You have 30 days from delivery for a full refund. After 30 days but within 6 months, the retailer must attempt repair or replacement first. After 6 months, you must prove the fault was present at delivery.

Can I cancel a furniture order before delivery?

If ordered online or by phone, you have a 14-day cooling-off period. For in-store purchases, cancellation depends on the retailer's policy unless the item is faulty.

What if my furniture arrives damaged?

Note the damage on the delivery receipt, take photos immediately, and contact the retailer the same day. You're entitled to a full refund, repair, or replacement.

Complain to DFS

UK's largest sofa retailer

Furniture

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Common DFS Complaints

Faulty or Damaged Furniture

Item delivered damaged, defective, or not matching the display model

Excessive Delivery Delays

Furniture not delivered within the agreed timeframe

Not as Described

Product differs from what was shown in-store or online

Warranty Dispute

Manufacturer or retailer refusing to honour warranty terms

Laws That Protect You

Consumer Rights Act 2015

Furniture must be of satisfactory quality, fit for purpose, and as described. Full refund within 30 days for faulty goods.

Section 9Section 10Section 11Section 20

Consumer Contracts Regulations 2013

14-day cooling-off period for furniture ordered online or over the phone.

Regulation 29Regulation 30

Tips for DFS Complaints

Inspect furniture thoroughly upon delivery and note any damage on the delivery receipt
You have 30 days for a full refund on faulty goods — don't let the retailer push you toward repair only
After 30 days but within 6 months, the retailer must attempt a repair or replacement first
Keep all order confirmations, delivery receipts, and photos of defects
The retailer is responsible, not the manufacturer — direct your complaint to who you bought from

If DFS Doesn't Respond

1
Customer Service
Allow 14 days
Contact the retailer's customer service team with photos of the issue
2
Formal Written Complaint
Send a formal letter citing the Consumer Rights Act 2015 and requesting a specific remedy
3
Section 75 / Chargeback
If paid by credit card (£100+), contact your bank for Section 75 protection
4
Furniture Ombudsman
If the retailer is a member, escalate to The Furniture Ombudsman
Visit website
5
Small Claims Court
File a claim for up to £10,000 via Money Claims Online
Visit website

Contact Emails

customer.services@dfs.co.uk

Customer Service

customerrelations@dfs.co.uk

Complaints

Expected Response Time

14 days

Furniture retailers should respond within 14 days. For items bought on finance, you may also have rights against the finance provider.

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Frequently Asked Questions

Other Furniture Companies

SCS

Sofology

Oak Furnitureland

Furniture Village

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to DFS or any of the companies listed on this site. Contact information is sourced from publicly available company websites. Statistics shown are based solely on cases filed through our platform. This page is for informational purposes only and does not constitute legal advice.