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If a furniture retailer closes after you place an order, a refund is not automatic—but you may have options through your card provider and, if the business is formally insolvent, its insolvency process. Save your paperwork, contact your payment provider promptly, and use the rules for your country: UK buyers may be able to claim under Section 75 or chargeback; US buyers may have federal order and credit-card billing-error protections.
What to do first if the furniture company goes bust
- Save your evidence. Keep the order confirmation or contract, invoice, item description and price, receipt, payment or bank statement, promised delivery date, and messages about the order or closure. Record the retailer’s legal name and any administrator or insolvency contact named in official notices.
- Contact your payment provider promptly. Explain that you paid for furniture that was not delivered because the retailer stopped trading. In the UK, ask whether Section 75 applies and whether a chargeback is available. Give the issuer the order, payment and delivery dates, and provide any evidence it requests. Keep the claim reference and date of contact.
- Check whether there is a formal insolvency process. A store closure does not necessarily mean the company is in administration or liquidation. If an administrator or liquidator has been appointed, follow the official instructions for submitting a creditor claim. You can contact the retailer or insolvency practitioner too, but do not wait for a response before contacting your card provider.
- Keep the routes separate. A payment-provider claim and an insolvency claim are different routes. If you register as a creditor, any distribution is uncertain and may be small or nothing. Citizens Advice explains what to do when a company stops trading: company stops trading guidance.
- If a provider rejects your claim, ask for its reasons and how to complain. Citizens Advice or, where appropriate, the Financial Ombudsman Service can explain possible next steps; neither can guarantee a successful outcome.
UK: can you get a furniture deposit back?
Possibly, but the answer depends on how you paid, the purchase price and transaction structure. A retailer’s insolvency alone does not guarantee repayment. Customers who prepaid can rank as unsecured creditors, and insolvency distributions pay creditors according to legal priorities. The House of Commons Library specifically identifies furniture deposits as a consumer-prepayment risk: consumer prepayments, deposits and vouchers.
Credit card: ask about Section 75
Section 75 of the Consumer Credit Act 1974 may make a credit-card provider jointly responsible when goods are not supplied. MoneyHelper describes the relevant purchase-price band as more than £100 and up to £30,000. A qualifying purchase may still be covered when only part of the price—such as the deposit—was paid by credit card. The provider must assess the particular transaction, so ask it to consider Section 75 rather than assume that a deposit amount alone decides eligibility. The government’s response on consumer prepayments also explains the possible role of Section 75: government response on consumer prepayments and retailer insolvency.
The price band and card payment are not the only facts that can matter. Give the issuer the full cash price, amount charged to the card, whether payment went to the retailer or a third party, and your order and delivery details. MoneyHelper’s guide to the protections and their limits is here: Section 75 and chargeback protection.
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Credit or debit card: ask about chargeback
Chargeback is a card-scheme process, not the statutory Section 75 right. It may be available for debit-card payments and in some credit-card cases when goods were not received. Scheme time limits apply, but the cited guidance does not establish one deadline that applies to every card or situation. Contact the issuer quickly and ask what deadline applies to your transaction. The Financial Conduct Authority describes card recovery routes at its consumer guidance.
Bank transfer, cash or another payment route
Section 75 is a credit-card protection, so do not assume it covers a bank transfer, cash payment or payment made through a different arrangement. Contact your bank or payment provider promptly and ask what recovery options, if any, apply. The available sources do not establish a single remedy for every payment method or third-party arrangement.
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US: what if an online or phone furniture order never arrived?
US rules differ from UK Section 75. Under the Federal Trade Commission’s Mail, Internet, or Telephone Order Merchandise Rule, a covered seller generally must ship within the time it promised or, if it gave no shipping time, within 30 days. If it cannot meet that deadline, it must give the buyer the choice to agree to a delay or cancel for a full refund. The rule applies to covered orders; transaction-specific and state-law issues may also matter.
The FTC also says a qualifying credit-card charge for an undelivered order can be disputed as a billing error. The written notice must be sent within 60 days after the first statement showing the error is sent. Contact the card issuer and follow its written-dispute instructions; do not treat a phone call alone as satisfying the written-notice requirement. Debit-card protections differ, so ask your bank promptly what applies. See the FTC’s guidance: what to do about bills for items never received.
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What details can change the outcome?
When you speak to the card issuer, give it the facts that distinguish one claim from another:
- Your country and the retailer’s legal name.
- Whether the business merely closed a shop or is formally in administration, liquidation or another insolvency process.
- How you paid: credit card, debit card, bank transfer, cash, or finance.
- The item’s full cash price, the amount charged to a card, and whether any payment went to a third party rather than the retailer.
- The order date, promised delivery date, payment date and, for a US credit-card billing-error dispute, the date the first statement showing the charge was sent.
These details help the provider assess the applicable route and deadlines; they do not guarantee a refund. If the retailer is in a formal insolvency process, submit a creditor claim as directed even while a payment-provider claim is being considered. UK guidance on prepayments and insolvency is available from the House of Commons Library and the UK government.
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