Issues On Delivery

Damage - If the customer points out any damage at the point of delivery whilst delivery drivers are still present, we will do our best to replace the part affected. Sometimes we may look for alternative solutions if your customer agrees to it, such as ordering parts and performing a repair. 

If your customer makes a claim for damage when our drivers have already left the property, we will not accept this as a valid claim, since the customer has signed electronic paperwork to confirm there was no damage at the time of delivery.

Customer unavailable/cancelled - If your customer cancels on the day of delivery or within 24 hours of their scheduled delivery, we will still charge you for the delivery fee. Standard DHD as of March 2025 is £99.00. We must be provided sufficient notice so that we can ensure our vans aren’t loaded with cancelled orders. Re-delivery for this customer will increase by £50.00, so including the original delivery fee, the total redelivery fee is £149.00. This is to cover our wasted expenses in logistics. As a retailer, you can choose to pass on the fee to your customer, or to waive it, but we will not deliver the order until we have recovered this fee. If your customer cancels the order because they don’t want to pay the fee, we will still invoice you £99.00 for the failed delivery.

Items didn’t fit - we will charge £99.00 if we attempted to deliver but the items did not fit. It is your customers responsibility to ensure that items will fit. If you/your customer opts for a different product the delivery fee will increase to £149, to cover the failed delivery + the re-delivery.

Incorrect items sent - If for any reason we have sent the incorrect items as a result of an error on our end, we will perform another delivery with the correct items free of charge. If we have sent the incorrect items, as a result of an error on your end, you will be billed for re-delivery.

Missing items - If there are missing feet, decorative cushions, or any similar kind of small items which do not affect the use of the furniture, we can post these ASAP to your customer. Please email sales@beehivefurniture.co.uk for any and all queries.

Returns

We do not accept any returns from B2B customers. 

If an order is placed via dropship your customer can return within 28 days of delivery. Return fee’s are 20% of the value of all items being returned. This covers our warehouse, and re-packing costs. We do not offer a return service, they must arrange a return at their own expense. Delivery fee’s are also non refundable. If any returns sent back are damaged we will deduct this from the refund  based on the clearance value.

Complaints

Please email us: sales@beehivefurniture.co.uk 

Provide the customers name, address, date of delivery and the item they ordered. If you delivered the item yourself we will also ask for proof of delivery, so that we can see the condition of the sofa when it was delivered. If you do not have this your complaint may not be accepted or investigated. We will advise you on the best course of action. We provide a 12 month manufacturers guarantee, therefore any non manufacture faults are not covered and will not be investigated. Some examples would be accidents at home, improper use of furniture, excessive heavy use, natural wear and tear etc.

If you have delivered the items, delivery damage complaints are not accepted. This includes but is not limited to damage in transit, use of stanley knives causing tears, rough handling etc. 

We do not send castelan/homeserve or similar inspection companies under any circumstances as we are not responsible for this, you as the retailer are responsible for covering this cost. You may send reports to us for reimbursement only if they are confirmed manufacture faults. We recommend you use Castelan as they are the most competitively priced company and their technicians create better reports.

If an item is returned after many months of ownership, a fair deduction will be applied to the refund for wear and tear. 

Complaints After 6 Months

As per standard consumer law, any complaint made after 6 months requires the customer to prove the sofa was faulty at the point of delivery. They do this by paying for and booking an appointment with a independent and unbiased furniture inspection company such as Emmiera or Castelan. It is the customers responsibility to bear this cost. Beehive Furniture Wholesalers Ltd will not cover this cost under any circumstances. As a retailer you can decide to cover the cost for your customer if you wish. Once the customer obtains the report it should be forwarded to us so we can investigate. Only genuine manufacturing faults are accepted.

If your customers complaint is discovered to be manufacturing defects, we can reimburse the cost of the inspection. If the complaint is not a manufacturing defect, we will not reimburse the cost of inspection.

Guarantee

Our guarantee takes effect from the delivery date of your original purchase, providing comprehensive coverage against manufacturing defects in the frame and frame springs for an initial period of 1 year. 

A gentle reminder to refrain from sitting on sofa arms, especially those with adjustable mechanisms, as this may compromise the product. 

Colour change due to sunlight exposure is not covered under the guarantee.