For a comprehensive guide on returns, cancellations and refunds please see our Returns, Cancellations, Damages and Refunds Policy.
Dispute Resolution Policy
The objective of this dispute resolution policy is to provide a fair and efficient process for resolving disputes between our customers and us. We are committed to resolving disputes amicably and in a timely manner.
This policy applies to all disputes arising out of or in connection with any purchase or sale of goods or services on our website or through our customer service channels.
3. Steps to Resolve a Dispute
Finnmark Limited aims to resolve all disputes amicably 'in-house' via telephone or email. Any complaints or issues the customer requires addressing should be, in the first instance, dealt with directly by Finnmark Limited via email or telephone. In the event you are unhappy with your product or service received, please ask our customer service team to escalate this to a dispute resolution case.
Following escalation of the case, you will be informed that one of our directors will be in touch, given a case number and given an indication of when you can anticipate a response. Typically, for a detailed case review with our team of directors and may take up to 5 working days to complete for complex cases. From this, one of our directors shall provide a final response/verdict.
In the event that a mutually amicable resolution to a dispute cannot be reached you may be entitled to refer your complaint to The Furniture and Home Improvements Ombudsman.
If you are unable to resolve the dispute through one of the dispute resolution platforms listed above, you may agree with us to submit the dispute to arbitration. Arbitration is a private and confidential process in which a neutral third party (the arbitrator) makes a binding decision on the dispute.
5. Governing Law and Jurisdiction
This dispute resolution policy is governed by and construed in accordance with the laws of England and Wales. The English courts will have exclusive jurisdiction to hear and determine any disputes arising out of or in connection with this dispute resolution policy.