Product Issues & Complaints Procedure

If you are purchasing as a consumer, your rights are protected under the Consumer Rights Act 2015.

Under this legislation, goods must be:

• Of satisfactory quality
• Fit for purpose
• As described

If a product does not meet these requirements, you may be entitled to a repair, replacement, price reduction, or refund in accordance with statutory timeframes. Nothing in this complaints procedure affects your statutory rights.

 

Complaints & Claims Procedure

At Dako Furniture, we take all complaints seriously and handle them in a professional and fair manner.

Our commitments:

• Every complaint is assessed individually and objectively.
• We aim to make the complaints process clear and accessible.
• We provide assistance where necessary to ensure customers can submit a valid claim.
• We aim to respond promptly and resolve matters efficiently.
• We keep customers informed throughout the process.

You should contact us if:

• You have received a damaged product
• Items are missing from your delivery
• There is a fault affecting the functionality of the product
• There are issues relating to assembly
• The product does not match the description

To help us resolve your issue efficiently, please include:

• Your order number
• A clear description of the issue
• Photographic evidence where applicable

 

How to Submit a Complaint

You may submit a complaint by:

📧 Email:
[email protected]

or

📝 Online Complaint Form 
 

If a fault is reported within:

• 30 days of delivery

You may be entitled to a short-term right to reject the goods and receive a full refund.

• 6 months of delivery

The fault is legally presumed to have been present at the time of delivery unless proven otherwise. We will offer a repair or replacement in the first instance.

If repair or replacement is not possible or fails, you may be entitled to a price reduction or refund.

• After 6 months

You may still have rights, but you may need to demonstrate that the fault was present at the time of delivery.

 

Important Notes

• Claims relating to transit damage must be reported promptly.
• Products must not be assembled if visible damage is identified prior to assembly.
• Failure to follow care or assembly instructions may affect eligibility for a claim.