Terms of Sale

Please retain this document securely, as it outlines the Terms and Conditions associated with your order at the time of purchase. By proceeding with your order, you are automatically accepting our Terms and Conditions. If you choose to cancel your order prior to delivery, you may do so unless you have ordered a non-refundable and non-returnable sofa. We reserve the right to amend these Terms and Conditions at any time without prior notice, however, this will not affect your statutory rights.

These Terms and Conditions apply to all purchases made through our website, by telephone, via messaging or social media platforms, or in our showroom. Additionally, these terms apply to purchases made through our affiliate websites, telephone numbers, social media channels, and showrooms that operate under a trading name for our company, as listed on the footer of our websites.

The Sofa Shop partners with AIT Home Delivery and our dedicated in-house van team for all product deliveries. By placing an order with us, you acknowledge and agree that AIT Home Delivery or our van team will be responsible for delivering your products to your designated address. This ensures a seamless and reliable delivery experience tailored to your needs.

 “Second Hand Sofas, And Ex-display Goods”

Please note that these goods are sold "as-is" and do not come with the standard benefits we offer. These goods are non-refundable, non-exchangeable, non-cancellable, and come with no guarantees.

Please consider that the discounted price of these goods reflects any potential issues that may arise, albeit unlikely.

 

“Exercise of our Right to Cancel the Sales Agreement”

All orders placed with us are subject to our acceptance. Acceptance can only be considered as having taken place after the delivery of the goods.

In certain circumstances, we may be unable to accept your order due to stock shortages, supplier issues, or delivery difficulties, among other reasons. In such cases, we will promptly notify you and process a refund for any payments made.

Additionally, we reserve the right to refuse a sale to you, should such behaviour as abusive or inappropriate language or actions on your part or that of any associated party occur. We will not be held liable for any direct or indirect losses or consequences that may result from such refusal.

Please note that we reserve the right to refuse any transaction or service at any time, at our sole discretion.

 

"Information Regarding Our Products"

We make every effort to ensure the accuracy of product descriptions, measurements, and images on our website. However, please be aware that there may be some variations or approximations in the descriptions, measurements, and images.

The images and videos on our website may have undergone graphical editing, and the display screen or device used to view the products may significantly impact the appearance of the products.

Additionally, the shade of leather and fabric products may vary slightly between different product variations due to the batch from which the material was manufactured.

In the event that you request a swatch and the final product delivered is a slightly different shade, we cannot accept liability for this variation.

 

"Finance Options for Purchasing Goods"

If you choose to finance your purchase through PayPal or DIVIDEBUY, you will be bound by their respective terms and conditions of service.

Upon approval of your funding, we will receive confirmation from the finance company. You may then select your sofa and confirm your order.

Should a deposit be required, we will collect it and arrange for delivery. Please note that we can only allow for goods to be taken from our warehouse or delivered upon receipt of confirmation of the sale and financing agreement from the finance company.

Similarly, if you wish to cancel, return, or exchange your product, we will require confirmation from the finance company before any such arrangements can be made. Deposits paid to the finance company must also be returned, and this must be coordinated with the finance company directly.

Sometimes you may experience a short delay in receiving your funds back, owing to the transitionary processes and the finance company releasing your money back to you. We do not hold your money when you purchase using a finance company.

 

“Terms and Conditions for Delivery Service”

“Access To Your Property”

To ensure timely and efficient delivery of your goods, it is your responsibility to provide clear access and sufficient space at your property. AIT Home Delivery service will call you in advance of their arrival, and if any road closures or other disruptions are required, it is your responsibility to arrange this. The drivers cannot obstruct the public highway.

It is also your responsibility to confirm that the sofa can be delivered to your doorstep or assembled in your preferred room, taking into account any exceptional circumstances, such as multi-story buildings, parking restrictions, narrow roads, one-way systems, or rural tracks.

If damage occurs during delivery due to limited access, the responsibility for this damage rests with you, and the goods cannot be returned, replaced, cancelled, or exchanged. Please ensure that your stairways and lifts can accommodate the sofa and that the area you want the product placed in is cleared in advance.

Any failed deliveries due to access issues will not be our responsibility, and a re-delivery fee of £100 will be charged for re-scheduling or deducted from the refund if the order is cancelled.

 

“Delivery Service”

We understand the importance of timely delivery and will make every effort to meet the agreed schedule. However, there may be unexpected issues outside of our control, such as traffic, breakdowns, or weather, that may cause delays. In these cases, we will prioritise rescheduling the delivery.

 

“Unavailable Or Unanswered Calls”

We will coordinate a delivery date with you, which can be between 8 am and 8 pm, Monday to Friday. If you have supplied incorrect contact information, and Ait Home Delivery Service cannot complete the delivery or reach you; the goods will be returned to our warehouse. In this case, a re-delivery fee of £100 will be charged for rescheduling, usually within 3-10 days. If you cancel the order, the delivery fee will be deducted from your refund.

 

“Do we offer packaging removal service?”

We do not offer packaging removal services for any of our products. We urge you to retain all the original packaging. Should you choose to return an unused & new purchased item, we strongly advise retaining the original packaging to ensure its safe return and to avoid any restocking fees that may be incurred.

Any returned items must be in their original condition and packaging; failure to comply with this requirement may result in additional re-stocking charges of £100 or a rejection of the return request. 

 

Standard Delivery Service

Our standard delivery service is a 'door-step' delivery.

For each additional floor, a £10 fee is payable.

Additional Services

 

We also offer assembly and removal of your old sofas services for an additional fee, which is based on quantity of sofas.

Delivery Coverage

We are based in Dewsbury, West Yorkshire, and deliver to most areas within the UK Mainland.

Exclusions apply to deliveries made to the following areas: Cornwall, Devon, Somerset, Dorset, Scottish Islands, Scottish counties north of Clackmannanshire, Channel Islands, Isles of Scilly, Isle of Man, Eire, and the Isle of Wight.

We can deliver to these areas, but the cost and arrangements for the return of the items would be the customer's responsibility. The fees can vary depending on your distance and your sofas, ranging between £100-£200.

Delivery Fees

Our doorstep delivery service is available at the following rates:

• £49.00 for England and Wales.

• £99.00 for Scotland.

When Can Our Delivery Take Place?

Many of our sofas are available in stock, and we strive to deliver them to you within 3-10 days. During peak periods, delivery times may be extended to 10 days. However, our commitment to prompt delivery remains unchanged, and we will make every effort to fulfil your order in a timely manner.

Upon placing your order, our 3^rd party logistic partner will promptly contact you to confirm the delivery date and available time slots. If your delivery needs to align with a specific event, such as Diwali, Eid, or Christmas, please note that the earliest delivery date available may apply. To ensure a smooth delivery process, please provide us with daytime contact information that can be utilised on the delivery day if necessary.

If you need to modify your delivery date, kindly notify us at least two business days in advance or proceed to change the delivery date using the link provided by Ait Home Delivery team. If you are unable to receive your delivery, a surcharge of £100 will apply, which must be paid prior to re-delivery or will be deducted from any potential refund in the case of a cancellation.

Flights of stairs

Our delivery service is limited to delivering goods to a ground floor room. If the delivery address is on the first floor or above, you must pay £10 per flight of stairs or you will need to make alternative arrangements to receive your delivery. You are responsible for ensuring that their delivery address is accessible for our Delivery service.

We are not responsible for any delays or additional costs incurred as a result of inaccessible delivery addresses.These terms and conditions are subject to change without notice, and customers are advised to review them periodically for updates. By using The Sofa Shop you acknowledges and agrees to these terms and conditions.

 

“Access to Your Property: Limitations and Considerations”

In the event that access to your property is restricted, Ait Home Delivery service may still be able to proceed with delivery. Kindly provide us with the details of the issue and we will determine if on-site assembly is possible. For your reference, common access challenges include navigating narrow doorways, small passenger elevators, or manoeuvring around tight spaces such as narrow staircases. Please keep in mind that larger sofas, such as corner units, can present additional difficulties.

In addition to property access considerations, there may also be limitations with delivery vehicle. A Ait Home Delivery truck is similar in size to a standard refuse truck, so if it can reach your location, so can Ait Home Delivery service. Please note that the responsibility for ensuring property access lies with the customer. If we are unable to bring the item into your property, it will be left at the doorstep for your arrangements.

 

Changing Delivery Dates: Policy and Fees

Once the delivery date and time have been confirmed, we will prepare your goods for dispatch. If you need to change the delivery time, kindly provide us with 48 hours' notice. Changes made within 48 hours of a scheduled delivery will incur an additional fee of £50. Please note that changing the delivery date may result in additional costs which we will need to pass on to the customer."

 

“Assembly Of Sofas Service”

Our sofas are designed for easy self-assembly to offer you the best value for your purchase. However, for those who prefer assistance, we offer an assembly service that can be scheduled at the time of your furniture purchase. The service fee is £49 for all sofas.

Ait Home Delivery Service will bring the sofa to your designated room on the ground floor and will assemble it to your satisfaction. A fee of £10 will be charged for each internal additional floor.

Problems During Assembly

In the event that any defects or missing items are discovered after the assembly is complete, we will prioritise resolution of the situation and, if necessary, send a replacement or offer a full refund.

 

“Removal Of Old Sofas Service”

 For your added convenience and for those who don't have the physical capacity or the resources to remove their old sofa, we can remove your old sofas at the same time as delivering and installing your new sofas.

The price for this service will vary depending on the type and number of sofas you have but once you purchase this service, you are by law transferring ownership of this sofa to The Sofa Shop. This is in order to allow us to demolish and disassemble the sofas and ensure they can be safely removed from your premises.

Once this service is engaged, owing to the very nature of disposal, you cannot cancel this service, demand a refund or the re-instatement of your old sofas.

 

SUMMARY OF PRICES

• Door step delivery service = £49.00 - £99.00
• Sofa assembly = £49.00
• Sofa removals service = £99 to £299
• Additional fee for each floor above the first floor = £10

 

“Cancellation and Changes to Order”

With the exception of custom and made-to-measure products, you are entitled to cancel your order without incurring any charges provided you do so 48 hours prior to the scheduled delivery date.

However, in the event that you cancel within the 48-hour window prior to delivery, you will be responsible for the delivery fee of £100, as we would have already engaged the services of the courier.

If you wish to make changes to the products you have ordered, this can be done at any time prior to delivery so long as the requested item is in stock.

In the event that the requested item is not available in stock, you will be required to pay the delivery fee for the cancelled order and wait for the delivery of the new product to be rescheduled.

To cancel or make changes to your order, kindly send an email or message us on live chat with your Order Number and details of the cancellation or changes you wish to make.

Returns and Exchanges: 

1. Returns: For the initial 14 days following the purchase, customers are eligible for return their order. During this period, if your sofa is new and unused and packaged, and you are unsatisfied with the purchase, you can return it to us for a standard charge of £100. If you do not have the packaging, a professional inspection / cleaning / disinfecting & re-stocking fee of £100 will apply. We urge you to retain your packaging.
2. Repair Service:

   After the initial 14-day period, if you encounter any issues with your sofa, we will arrange for a repair service through our trusted third-party partner, Castelan Group. You will receive a link to book a convenient date for the repair to take place at your home. If parts are required to complete the repair, we will ensure they are ordered and sent to you as soon as possible.

   In some cases, it may be necessary to collect your sofa for repair using our internal engineers. If so, a collection date will be scheduled, and we aim to complete the repair within less than one week, ensuring your sofa is returned to you promptly.

   We appreciate your patience during this process and assure you that your repair request will be logged, and all necessary steps will be taken to resolve the issue efficiently

   .
3. Refund: Alternatively, in certain limited circumstances only, we may consider a refund as an option. However, it is important to note that the decision to provide a refund rests solely with us, and it is not an automatic entitlement.

Conditions and Limitations: 

1. Timeframe: The aforementioned terms and conditions apply within the stated timeframes mentioned above.
2. Usage and Care: Please ensure that the sofa is used and maintained appropriately during the entire period. Any damages caused by negligence, misuse, or improper care may void the applicable return, repair, or replacement provisions.
3. Additional Costs: While we cover the cost of repairs, replacements and exchanges within the outlined terms, any additional services or modifications requested by the customer may incur extra charges.
4. Communication and Notice: To initiate a return, repair, replacement, or refund request, please contact our customer service team on support@sofa-shop.co.uk within the specified timeframes. We will guide you through the necessary steps and provide any relevant instructions or forms required.

Once we receive the returned item at our warehouse, we will process the refund promptly, typically within 7 business days. The time taken to receive the funds may vary based on the payment method used. Payments made directly to our bank account, credit or debit card, or PayPal will typically reach you within 3-5 business days. Payments made through a finance provider such as DIVIDEBUY will be refunded by the provider, as per their refund policies, which can be found in their respective links. These refunds may take up to 10 days to reach your account.

We hope these comprehensive terms of sale clarify the processes and options available to you regarding returns, repairs, replacements, and refunds for your sofa purchase. Should you have any further questions or concerns, please do not hesitate to reach out to our customer service team. 

 

Cost of Services Not Refundable:

Please note that the following services are not refundable:

• Delivery cost
• Assembly cost
• Cost of taking away old sofas
• Cost of missed collection attempts
• Charges for each flight of stairs

 

Aftercare Assumptions: 

At The Sofa Shop, we understand that purchasing high-end furniture can be a significant investment. To ensure that your investment lasts, we have a shared responsibility in taking care of the goods we sell to you. With every sale, we expect and assume that our customers will take steps to prevent damage and financial losses to both parties.

To that end, we provide the following guidelines for maintaining the longevity and quality of your sofa:

Avoid jumping or excessive physical pressure on the sofa, as this can cause damage to the frame and will not be covered under the warranty

Clean the sofa with a clean, damp cloth, avoiding the use of chemicals or household cleaning products

Vacuum the sofa regularly to remove dust particles

Avoid exposing the sofa to direct sunlight, heat sources, and damp conditions

Have the sofa professionally cleaned once a year

Avoid direct contact of oils or sweat with the sofa

Recline the sofa gently, leaving enough space between the wall and the recliner

Pricing Error Policy:
a) Our utmost effort is to maintain accurate and up-to-date prices for all products listed on our website. In the event that we identify an error in the quoted price of the products you have ordered, we will promptly notify you. We will offer you the option to either reconfirm your order at the correct price or withdraw your order. If we are unable to contact you or receive a response within 7 days, we will consider the order as withdrawn, and you will be issued a full refund for any payment made. Refunds will generally be processed within 14 days using the same payment method used for the original transaction.

b) In the case where we display an inaccurate price, which could reasonably have been recognised as a pricing error, we are not obligated to fulfill the order at the incorrect price, even if we have initially accepted your order.

At our discretion, we may choose to honour the correct price if it is determined that the error was not easily identifiable or resulted from technical glitches or system malfunctions. However, we reserve the right to cancel any order affected by a pricing error and provide a full refund for any payment made.

Warranty:

The Sofa Shop offers a 60-month guarantee on the frame of our sofas against structural manufacturing defects. This warranty applies to the person who purchased the product and is only valid in mainland UK. The warranty also covers the following components for a 12-month period:

• Structural manufacturing defects
• The frame structures
• The frame springs
• The recliner mechanisms
• Electrical recliner components, such as motors

Please note that the warranty does not apply to damage caused by accidental or deliberate actions, normal wear and tear, neglect, misuse, or abuse. Additionally, the warranty does not apply if the weight capacity is exceeded, causing damage. We will do our best to resolve any issues, but we cannot be held responsible for damage caused by the aforementioned circumstances.

 

Claim Procedure:

In the event of a complaint or claim regarding the product guarantee, please be aware that we will need to follow established procedures to thoroughly investigate and resolve the issue. To initiate a claim, please follow these steps:

Send an email to support@sofa-shop.co.uk to report your claim. We will document your complaint and request supporting documentation, such as photos and videos, and a description of the issue.

A member of our staff or an independent inspector/engineer will diagnose and assess the fault.

After inspection, we will inform you of the status of your claim, either authorised or not authorised.

If your claim is authorised, we will make every effort to repair the problem. If an immediate repair is not possible, we will arrange for the affected item to be collected, repaired, and returned to you.

If the product cannot be repaired, we will order the necessary parts and replace only the damaged part. Please note that there may be a slight variation in colour shades, but this will become less noticeable as the product oxidises and adjusts to the environment.

If the product cannot be repaired or the parts cannot be ordered, we will replace the affected section of the sofa for you. So if you purchase a 3 seater sofa and have a fault on the centre seat, we will replace the entire centre seat, not the entire sofas. Please note that we will only replace the affected item and not the entire set.

If a replacement is not possible, we will collect the defective item and provide a partial refund for the affected portion of your order. The calculation for the refund for a sofa set is as follows:

3-seater = 60% of the purchase price

2-seater = 40% of the purchase price

Please note that our decision regarding the method of resolution (repair, replacement, or refund) is at our discretion.

Exclusions from Guarantee:

The following are not covered under our guarantee:

Force or tension/pressure beyond the specified weight limit of 200kg for a 2-seater sofa and 300kg for a 3-seater sofa.

Damage resulting from jumping or concentrated pressure.

Structural breakage caused by focused tension.

The natural dip in the foam of sofa seats, which is inevitable in sofas that are used regularly.

Variations in the dip of foam in sofa seats, which can vary based on usage and the tension applied to the foam.

Differences in height between the seats of a sofa or the reclining elements of a recliner sofa, which can vary based on usage and tension applied to each seat.

Discoloration of sofas due to environmental factors or the use of products.

Wear and tear, misuse (accidental, reckless, careless, or deliberate), damage caused by you or others, failure to maintain, commercial or institutional use, incorrect assembly or storage, alterations, and items with existing wear and tear, damage, misuse, commercial use, or incorrect assembly/storage.

Products purchased at a sale price, reduced price, clearance, or on display are not covered under our guarantee scheme.

Castelan Group's extended warranty service:

1. Coverage: Castelan Group's extended warranty service covers mechanical and electrical breakdowns that occur after the manufacturer's warranty period has expired. The service also covers accidental damage, depending on the specific plan selected. Coverage is subject to the terms and conditions outlined in the warranty contract.

2. Eligibility: The extended warranty service is available to customers who purchase eligible products from participating retailers. Customers must purchase the warranty service within a specified timeframe after the original purchase date, as outlined in the warranty contract.

3. Service: If a covered product experiences a breakdown or accidental damage, the customer should contact Castelan Group to file a claim. Castelan Group will arrange for repairs or replacements of the covered product, as outlined in the warranty contract. The customer may be required to provide proof of purchase and other documentation to validate the claim.

4. Exclusions: Castelan Group's extended warranty service does not cover pre-existing conditions, cosmetic damage, or damage caused by misuse, abuse, or neglect. The service also does not cover products that have been modified or repaired by unauthorised personnel. The warranty contract will provide additional details on excluded items.

5. Fees: Customers who purchase the extended warranty service will be required to pay a fee, as outlined in the warranty contract. The fee may vary depending on the product type, coverage level, and other factors. The customer must pay the fee in full to activate the warranty service.

6. Term: The extended warranty service term will begin on the date of purchase and continue for the duration of the coverage period specified in the warranty contract. The term may vary depending on the product type, coverage level, and other factors.

7. Transferability: The extended warranty service may be transferable to a new owner if the product is sold or gifted during the coverage period. The warranty contract will provide additional details on transferability.

8. Cancellation: Customers who wish to cancel the extended warranty service must do so within a specified timeframe after purchase, as outlined in the warranty contract. Cancellation may be subject to fees or other conditions, as specified in the contract.

9. Governing Law: These terms and conditions will be governed by and construed in accordance with the laws of the state or province in which the warranty contract was entered into.

10. Limitation of Liability: Castelan Group's liability under the extended warranty service will be limited to the cost of repairs or replacements, as outlined in the warranty contract. Castelan Group will not be liable for any incidental, consequential, or other damages arising from the use or inability to use the covered product.

 

Prevent Chargeback Fraud

To prevent chargeback fraud and ensure the integrity of our financial transactions, we have established the following measures:

Delivery of goods will be made only to the address provided at the time of order placement or as indicated on a government-issued ID document such as a driver's license. In the event that delivery cannot be completed due to address discrepancies, the customer may be responsible for additional delivery fees for rescheduling.

Payment must be made in full prior to the delivery of goods.

In instances where our security systems indicate a heightened level of risk, we may require payment via prepaid card or cash for the delivery.

Upon receipt of goods, the customer will be required to sign a "Receipt of Goods" acknowledging receipt and satisfaction with the goods received. If the customer has selected the "assembly" service, they must inspect the goods and confirm their satisfaction.

We may request a photograph of the customer's external door while it is open and, if desired, a photograph of the installed sofa in the customer's room.

We may request the customer to present a form of identification and make a note of the ID number on the "Receipt of Goods."

In the event that the customer refuses to sign the "Receipt of Goods," provide evidence of delivery, or show identification, it will be considered a refusal of delivery and the product will be returned. A full refund, minus delivery fees, will be issued in such cases.

 

Electrical and Child Safety Warnings

For Electrical Safety:

Ensure proper installation and maintenance of the power supply to prevent electrical hazards.

Exercise caution when using the recliner mechanism as the motor may become hot.

Regularly inspect and maintain the wiring to prevent electrical hazards.

Use caution when operating the control buttons to avoid injury or damage.

Ensure that batteries are inserted correctly and are not dead to prevent electrical hazards.

Ensure that the remote control is functioning properly and the batteries are not dead to prevent electrical hazards.

Contact the manufacturer or vendor for service or repairs. Do not attempt to repair or modify the electric recliner sofa without proper training or knowledge.

Do not use the electric recliner sofa near water or in damp or wet conditions to prevent electrical hazards.

Keep the electric recliner sofa away from flammable materials and open flames to prevent fire hazards.

Always unplug the electric recliner sofa when not in use to prevent electrical hazards.

For Child Safety:

Children should be supervised at all times while using the sofa and any recliner features.

Instruct children on proper use of the sofa and recliner features to prevent accidents or injuries.

Advise children to avoid climbing on or playing around the sofa to prevent accidents or injuries.

Teach children to avoid playing with the recliner mechanisms or control buttons to prevent accidents or injuries.

Advise children to avoid sitting too close to the edge of the sofa to prevent falls or injuries.

Advise children to avoid sitting or lying on the arms of the sofa to prevent falls or injuries.

Keep small children away from moving parts of the sofa such as the recliner mechanism to prevent accidents or injuries.

Keep small children away from the power outlet and any electrical components of the sofa to prevent accidents or injuries.

Keep small children away from sharp edges and corners of the sofa to prevent injuries.

If the sofa is equipped with a recliner mechanism, ensure that it is locked in place when not in use to prevent accidents or injuries.

Note: It is the responsibility of the parent or guardian to ensure that children are properly supervised and instructed on the safe use of the sofa. Please read the manufacturer's instructions and follow them carefully.

 

Castelan Group's extended warranty service:

Coverage: Castelan Group's extended warranty service covers mechanical and electrical breakdowns that occur after the manufacturer's warranty period has expired. The service also covers accidental damage, depending on the specific plan selected. Coverage is subject to the terms and conditions outlined in the warranty contract.

Eligibility: The extended warranty service is available to customers who purchase eligible products from participating retailers. Customers must purchase the warranty service within a specified timeframe after the original purchase date, as outlined in the warranty contract.

Service: If a covered product experiences a breakdown or accidental damage, the customer should contact Castelan Group to file a claim. Castelan Group will arrange for repairs or replacements of the covered product, as outlined in the warranty contract. The customer may be required to provide proof of purchase and other documentation to validate the claim.

Exclusions: Castelan Group's extended warranty service does not cover pre-existing conditions, cosmetic damage, or damage caused by misuse, abuse, or neglect. The service also does not cover products that have been modified or repaired by unauthorised personnel. The warranty contract will provide additional details on excluded items.

Fees: Customers who purchase the extended warranty service will be required to pay a fee, as outlined in the warranty contract. The fee may vary depending on the product type, coverage level, and other factors. The customer must pay the fee in full to activate the warranty service.

Term: The extended warranty service term will begin on the date of purchase and continue for the duration of the coverage period specified in the warranty contract. The term may vary depending on the product type, coverage level, and other factors.

Transferability: The extended warranty service may be transferable to a new owner if the product is sold or gifted during the coverage period. The warranty contract will provide additional details on transferability.

Cancellation: Customers who wish to cancel the extended warranty service must do so within a specified timeframe after purchase, as outlined in the warranty contract. Cancellation may be subject to fees or other conditions, as specified in the contract.

Governing Law: These terms and conditions will be governed by and construed in accordance with the laws of the state or province in which the warranty contract was entered into.

Limitation of Liability: Castelan Group's liability under the extended warranty service will be limited to the cost of repairs or replacements, as outlined in the warranty contract. Castelan Group will not be liable for any incidental, consequential, or other damages arising from the use or inability to use the covered product.