TWO-PERSON & WHITE-GLOVE SERVICES
Furniture returns
& exchanges
Get unwanted, incorrect or damaged furniture moving to the right destination. Synergix arranges furniture collections, replacement deliveries and agreed exchanges for retailers, manufacturers, businesses and private customers across mainland UK. Tell us what needs collecting, where it is and what must happen at each end.
Teams prepared for the taskPeople and skills matched to the agreed work.
Fully insured transportGoods, value and applicable cover confirmed.
Live tracking & PODFollow transport and confirm the delivery.
24/7/365 supportAppointments and on-site work arranged separately.
What we provide
Furniture returns & exchanges
A return is more than a journey back to a warehouse. The correct item must be identified, the recipient must know what to prepare, and the receiving depot must be ready to accept it. We plan that movement around your instructions, including the handling required inside the property and any replacement travelling out. Standard two-person delivery is kerbside. Indoor collection, carrying, replacement positioning, dismantling and packaging are specified separately so the crew arrives prepared for the actual job.
COLLECT
Furniture return collections
Arrange collection from a home, showroom, workplace or hospitality premises to a nominated retailer, depot or other agreed address. Give us the order reference, item details and return authorisation before collection, so the furniture can be matched to the right receiving instructions.
REPLACE
Deliver and collect an exchange
Bring the replacement and collect the outgoing item within an agreed visit where the route, stock and access allow. Confirm whether the old item must leave first, where the replacement goes and who approves any change if the two products differ.
REPEAT
Regular retailer returns runs
Build returns into agreed delivery runs or organise separate collection days. Day-rate arrangements can suit repeated work, with time allowed for customer contact, property access, loading and depot receiving. Collections are planned against the work involved, rather than a stop count alone.
RECOVER
Old furniture back to depot
Pre-arranged old-furniture collections can return items to your nominated depot as part of an exchange or replacement. Tell us their condition and intended destination. Removal for disposal or recycling is a separate matter requiring its own agreed arrangements.
Vans and trucks up to 13.6m
Transport matched to the load.
Choose the vehicle around the goods, access and loading plan. On-site handling and the skills needed for the work are confirmed separately.
Showing 9 vehicle options.
Small van
1.2 × 1 × 1 m
Load length × width × height
Up to 400 kg
Typical standard body. Assigned vehicle confirmed.
SWB van
2.4 × 1.2 × 1.2 m
Load length × width × height
Up to 800 kg
Typical standard body. Assigned vehicle confirmed.
LWB van
3.6 × 1.2 × 1.8 m
Load length × width × height
Up to 1,250 kg
Typical standard body. Assigned vehicle confirmed.
XLWB van
4.2 × 1.2 × 1.8 m
Load length × width × height
Up to 1,100 kg
Typical standard body. Assigned vehicle confirmed.
Luton van
4 × 2 × 2 m
Load length × width × height
Up to 1,100 kg
Up to 900 kg with a tail lift.
7.5 tonne lorry
6 × 2.2–2.4 × 2–2.445 m
Load length × width × height
Up to 2,400 kg
Typical standard body. Assigned vehicle confirmed.
18 tonne lorry
7.5 × 2.4 × 2.5 m
Load length × width × height
Up to 9,000 kg
Typical standard body. Assigned vehicle confirmed.
26 tonne lorry
8 × 2.5 × 2.6 m
Load length × width × height
Up to 15,000 kg
Typical standard body. Assigned vehicle confirmed.
13.6m artic
13.6 × 2.5 × 2.6 m
Load length × width × height
Up to 26,000 kg
Typical standard body. Assigned vehicle confirmed.
View stationary dimensions and vehicle guide links
These are typical standard-body planning figures. Actual load space, doors, loading equipment and usable payload must be checked for the assigned vehicle.
| Vehicle | Load space | Payload | Checks |
|---|---|---|---|
| Small van | 1.2 × 1 × 1 m | Up to 400 kg | Compact loads. Check item size and handling at each end. |
| SWB van | 2.4 × 1.2 × 1.2 m | Up to 800 kg | Smaller goods. Check door openings and wheel arches. |
| LWB van | 3.6 × 1.2 × 1.8 m | Up to 1,250 kg | Longer enclosed loads. Check openings and restraint. |
| XLWB van | 4.2 × 1.2 × 1.8 m | Up to 1,100 kg | Extra length for bulky goods. Length does not increase lifting capacity. |
| Luton van | 4 × 2 × 2 m | Up to 1,100 kg | Bulky items. Up to 900 kg with a tail lift; confirm platform capacity. |
| 7.5 tonne lorry | 6 × 2.2–2.4 × 2–2.445 m | Up to 2,400 kg | Body-dependent dimensions. Confirm unloading equipment and access. |
| 18 tonne lorry | 7.5 × 2.4 × 2.5 m | Up to 9,000 kg | Larger loads. Confirm turning space and unloading. |
| 26 tonne lorry | 8 × 2.5 × 2.6 m | Up to 15,000 kg | Larger rigid capacity. Equipment reduces usable payload. |
| 13.6m artic | 13.6 × 2.5 × 2.6 m | Up to 26,000 kg | Bulk loads and projects. Confirm trailer, loading and access. |
The handling plan still matters.
Vehicle capacity does not establish what a person or team can lift. Tail-lift capacity, the whole platform load, ground conditions and the carrying route need checking. Body conversions and equipment can reduce useful space and payload.
Practical product and project detail
Furniture we collect and exchange
From a single armchair to a planned batch of customer returns, the list is broad. The item's condition and the access route matter as much as its name. These examples help us establish the right collection method.
- SOFAS & ARMCHAIRS
- BEDS & BEDROOM
- DINING & LIVING
- OFFICE & COMMERCIAL
- BESPOKE & FRAGILE
Upholstered furniture
Tell us whether sofas separate into sections, whether feet can be removed and whether recliner mechanisms or loose cushions need attention. A return may have different packaging and access circumstances from the original delivery. Photograph its current position and the route out, including bends, landings and external steps.
Beds, mattresses and wardrobes
Confirm exactly which parts are authorised for return, including slats, fixings, drawers and accessories. State whether dismantling is needed and supply the product instructions. Mattress wrapping and retailer acceptance conditions should be agreed before collection. Taking a wardrobe apart is not automatically included in its transport price.
Tables, cabinets and dining sets
Identify glass tops, stone components, removable legs and separate chairs as individual pieces. Let us know if a fault has left the furniture unstable or with exposed edges. We can then plan suitable protection and handling without expecting a damaged item to behave like a new boxed product.
Workplace and contract furniture
Desks, seating, reception furniture and meeting tables may need collecting from different floors or departments. Provide an item list, locations and an authorised handover contact. Agree any dismantling and label components so a depot receives complete sets rather than unidentifiable parts.
High-value and delicate pieces
Share the value, finish, existing marks and manufacturer handling instructions. Original crates, covers or protective inserts may be important to the return. We agree how the piece will be protected and the applicable transport cover before accepting the job. Specialist assessment may be needed for unusual construction.
BEFORE COLLECTION
Agree the return before the vehicle arrives
Clear instructions protect the customer relationship and help the receiving team process the item. We can follow your existing returns procedure or agree a practical collection brief with you.
AUTHORISATION
Know what has been accepted
Supply the retailer or owner approval, order and return references, collection reason and receiving address. Confirm whether the entire product or selected parts are returning. Synergix handles the agreed movement; the seller decides refund, warranty and exchange entitlement.
CONDITION
Record what is already there
Describe damage, missing parts, staining, contamination or an item that is unsafe to move. Current photographs help plan the job. Agree the condition notes and any collection photographs required, rather than assuming a driver is carrying out a technical inspection or deciding liability.
PROTECTION
Make packaging part of the brief
Tell us if the original packaging has gone. Agree who supplies wrapping or crates, whether packing help is required and what the receiving depot expects. Do not leave a packaging problem until the crew is at the door, particularly where glass, exposed corners or delicate upholstery need protection.
CONTACT
Choose who arranges the visit
Some clients ask us to coordinate with the end user; others provide a confirmed appointment and instructions. Agree that responsibility, a contact number and what to do if the person is unavailable. We do not assume a collection can be left unattended.
Returning goods and getting a refund are separate steps
Delivery confirmation records the transport handover. It does not certify the furniture's condition, the retailer's acceptance or the release of a refund. Agree any receiving signature, item check and exception notes needed for your process.
PROPERTY & REPLACEMENT
Plan both sides of an exchange
The outgoing furniture and its replacement can have different weights, sizes and access needs. We check the proposed movement for each, rather than assuming a successful first delivery proves the return will be straightforward.
ACCESS
Rooms, stairs and lifts
Tell us the floor, lift size and capacity, narrowest doorway, turning space and parking distance. Indoor collection and room-of-choice replacement delivery must be booked. More crew or lifting equipment may be needed, and two people are not a universal safe-lifting allowance.
SEQUENCE
Replacement ready, return identified
Make sure the correct replacement is available for loading and the outgoing item is clearly identified. Agree what should happen if a replacement is missing a part, access differs from the brief or the resident will not release the old item. Changes need a clear authorisation route.
RECEIVING
A depot ready to take the return
Supply opening hours, booking references, unloading arrangements and any return-label instructions. Keep reusable furniture, damaged stock and unrelated items distinct in the paperwork. A return to the wrong building or without its reference can delay the retailer's next step.
ADDITIONAL WORK
Dismantling and reassembly by agreement
If a bed, desk or sofa needs work to get out or to position the replacement, tell us before booking. We train or appoint appropriately skilled people for the agreed task. Product instructions, missing fixings, structural work and any electrical or other connections must be scoped separately.
Why choose Synergix?
The people and capability behind the work.
A practical plan, suitably prepared people and an accountable team to follow the work through.
FURNITURE EXPERIENCE
Trusted with the customer handover
Synergix is trusted by major furniture retailers. We understand that a return or exchange is another important customer interaction, where accurate instructions and considerate handling matter.
PEOPLE FOR THE TASK
Skills matched to your products
We can train delivery teams or appoint appropriately skilled drivers and mates for your agreed procedure. That helps keep repeated collections consistent without assuming every crew carries out every repair or installation.
VISIBILITY
Tracking and proof of delivery
Live tracking and POD help your team follow the movement and confirm handover to the nominated destination. Agree extra condition records, photographs or item-level checks when they are needed.
PLANNED CAPACITY
One collection or recurring runs
Use dedicated transport for a specific return or discuss repeat delivery and collection capacity. A clear plan accounts for both directions, depot hours and the time spent handling furniture at each stop.
INSURED TRANSPORT
Cover checked for the goods
Our transport is insured. Share the furniture's value, condition and any high-value components so applicable cover can be checked against the booked movement. On-site work and its cover are agreed separately.
SUPPORT & EXPERIENCE
A practical team behind the job
Three generations of family transport experience and 24/7 operations support help us respond when access, stock or appointments change. We agree the next step with the authorised customer rather than improvise a different return.
How the job works
From the brief to the handover.
Agree the work before the appointment so the goods, people, time and site arrangements fit together.
- Send the return brief
Tell us what is authorised for collection, where it is, where it must go and whether a replacement is travelling out.
- Agree the movement
We confirm the vehicle, people, access, protection, appointments and tasks included in the quote.
- Collect or exchange
The crew follows the agreed instructions and raises discrepancies with the authorised contact before changing the job.
- Complete the handover
The return reaches the nominated recipient with POD. Any agreed condition notes and exceptions support your next internal step.
Price and preparation
What we need to quote.
Return and exchange prices depend on the complete movement: distance, vehicle space, crew, item condition, access, handling time, packaging and work at the receiving depot. A replacement visit can involve more work than a collection alone. Tell us about recurring volumes if you would like a planned-run or day-rate discussion. We confirm the agreed service and price before booking; retailer collection fees and refund policies are not our transport tariff.
- The furnitureProvide item names, quantities, dimensions, weights and photographs, including its assembled size and current condition.
- Return authorityInclude order and return references, the reason for collection and confirmation of which pieces the recipient is releasing.
- Both addressesSend collection and receiving postcodes, contact names, opening hours and depot booking requirements.
- The access routeDescribe rooms, floors, stairs, lifts, doorway widths, turning space, parking and the distance to the vehicle.
- Work at each endSpecify packing, dismantling, indoor carrying, replacement assembly, positioning and packaging removal needed.
- Dates and evidenceGive collection or exchange dates, recipient-contact responsibility and the POD, notes or photographs you want agreed.
Answers before you book
Furniture returns & exchanges questions.
Service scope, preparation and the details that affect the booking.
Can you collect furniture from inside the customer's home?
Yes, when indoor collection is requested and agreed. Tell us the room, floor, carrying route and furniture details. Our standard two-person delivery is kerbside, so room access, stairs and dismantling need to be included in the booking.
Can you deliver the replacement and collect the old item together?
Yes, we can arrange an exchange visit where stock, route and access allow. Identify both items and agree the handling at each end, the order of work and what happens if either item differs from the instructions.
Do I need the retailer's permission before arranging a return?
Obtain the receiving party's authorisation and instructions first. We need the return reference, accepted items and destination. Transporting furniture does not itself establish a refund or warranty entitlement.
What if the original furniture packaging has been thrown away?
Tell us before booking. We can discuss the protection and packing help needed for the agreed movement. Check the retailer's receiving requirements as well, because our collection does not override its return conditions.
Can you collect damaged furniture?
We can assess damaged furniture for an agreed collection. Send photographs and explain loose, unstable, sharp or contaminated parts so handling and protection can be planned. A driver's transport handover is not a technical fault assessment.
Will you dismantle a bed or wardrobe for return?
Dismantling can be considered as a separately agreed task. Provide the product instructions, construction and access details, and say whether reassembly is needed. Do not assume every product can be taken apart without damage.
Can you take unwanted furniture back to our depot?
Yes, pre-arranged old-furniture returns to a nominated depot are supported. Tell us the condition, destination and receiving arrangements. Disposal or recycling needs separate confirmation and is not automatically included.
Who contacts the customer to arrange collection?
Either arrangement is possible. We can coordinate with the end user where agreed, or follow the dates and instructions your team supplies. Confirm the responsibility and change-contact procedure when booking.
Do you provide return tracking and delivery confirmation?
Yes, live tracking and proof of delivery support the transport movement. Agree any additional item list, collection photographs or condition notes in advance. POD is not confirmation that the retailer has approved a refund.
Can you run regular furniture returns collections?
Yes. We can discuss planned collection runs, exchanges alongside deliveries and day-rate arrangements. Provide expected areas, volumes and time needed at each property and depot so the schedule reflects the actual work.
Do you cover Scotland, Wales and islands?
We cover mainland UK, including mainland Scotland and Wales. Island work is considered individually, with ferry, access, dates and crew arrangements checked before confirmation.
How much does a furniture return or exchange cost?
The price depends on the route, items, vehicle, crew, access, timing and any packing, dismantling or replacement setup. Send details of both the collection and delivery so we can quote the complete job.
Talk through the requirement
Plan your furniture return or exchange
Send the item list, return instructions, addresses and access details. We will help you agree the collection, replacement and receiving arrangements before the job is booked.