Do you know when a customer is legally entitled to a full refund? An industry-specific course about consumer law and upholstery complaints will help retailers understand when they can refuse a refund, when to offer a repair and when they must pay out.

The Furniture Ombudsman’s (TFO’s) Principles of Consumer Law and Understanding Upholstery Complaints training course will take place on Tuesday 23rd April.

“Customers may want a refund for a number of reasons’” says Jon Walters, service delivery manager for TFO. “If they are not happy with the item of furniture, for example a sofa, because of its appearance, a perceived defect, general comfort or its durability over a period of time, they may request a full refund or an exchange.

“The course looks in detail at the law surrounding upholstery complaints identifying common issues such as damage in transit, imperfections in the leather and following care instructions. Knowing your rights as a supplier or retailer will help you make the correct decision for each situation.”

TFO is contacted by around 125,000 consumers each year and deals with consumer issues and complaints throughout the furniture and home improvement industries.

The course covers aspects on consumer legislation and its practical application, what to consider when evaluating complaints, and the potential outcomes based on the ombudsman’s experiences. It also includes information about contracts, statutory rights and the Sale of Goods Act.

A recent relaunch of the training programme has seen prices lowered to ensure that training is affordable for the whole industry. It costs £150 for TFO members and £250 for non-members.

For more information about training courses visit the website, email or call 0845 653 2064.