Warranty

Warranty Policy

At The Sofa Shop, we are committed to providing high-quality products and exceptional customer service. We believe that our customers should have peace of mind when purchasing our sofas and furniture, and we stand behind the quality of our products with a comprehensive warranty policy.

12-Month Warranty

All of our products come with a 12-month warranty against manufacturing defects. This warranty covers any faults or issues that arise as a result of the manufacturing process, including faulty stitching, broken springs, or defects in the frame or upholstery. If you experience any issues with your product within the 12-month warranty period, we will repair or replace it free of charge.

Please note that the warranty only covers manufacturing defects and does not cover any accidental damage or structural issues that may occur as a result of normal use. Additionally, the warranty does not cover any damage caused by misuse or neglect, such as spills or stains that are not covered by the Castelan extended warranty.

5-Year Extended Warranty

In addition to our 12-month warranty, we offer an optional 5-year extended warranty through our partner Castelan. This extended warranty provides comprehensive coverage against accidental damage, stains, and structural issues that may occur after the 12-month warranty period has ended.

The Castelan extended warranty includes the following benefits:

• Protection against accidental damage, including spills, stains, and scratches.
• Coverage for structural issues that may occur as a result of normal use, such as frame or spring damage.
• Repairs or replacements for covered issues, with no excess or call-out fees.
• Access to a UK-based customer service team for quick and efficient claims processing.

To purchase the Castelan extended warranty, simply select the option at checkout or contact our customer service team for more information.

Making a Claim

If you experience any issues with your product within the warranty period, please contact our customer service team as soon as possible. To make a claim under The Sofa Shop warranty or the Castelan extended warranty, please CLICK HERE

Our customer service team will assess your claim and provide guidance on the next steps. If the issue is covered by the warranty, we will arrange for repairs or replacements to be carried out as quickly and efficiently as possible.

Please note that the warranties do not cover damage caused by misuse, neglect, or accidental damage that is not covered by the Castelan warranty. Additionally, any repairs or replacements carried out under the warranty do not extend the warranty period beyond the original warranty period.

We hope that you enjoy your new sofa or furniture and that it provides you with many years of comfort and enjoyment. If you have any questions about our warranty policy, please do not hesitate to contact our customer service team for assistance.

Residential Customers
All recliner sofas sold by The Sofa Shop Inc Ltd to residential customers are subject to the statutory rights and safety standards required by UK law, including compliance with the UK Furniture and Furnishings (Fire Safety) Regulations 1988 (UKFR). This ensures that all products meet the necessary fire safety standards for residential use.

As a residential customer, your purchase is protected under consumer law, which includes:
A minimum 12-month warranty against manufacturing defects.
Full coverage under the Consumer Rights Act 2015, ensuring the products are as described, of satisfactory quality, and fit for purpose.

Should you experience any issues with your sofa, we encourage you to contact our customer service team, who will be happy to assist with warranty claims or other queries.

Commercial Customers
For commercial customers, including businesses or those purchasing for commercial use, statutory consumer rights and warranties that apply to residential customers do not extend in the same manner. Commercial purchases are considered business-to-business (B2B) transactions, and as such, the protection offered by the Consumer Rights Act 2015 and other consumer-focused legislation does not apply.

Commercial buyers are encouraged to inspect the product and ensure it meets their requirements before purchasing. While we still uphold the UKFR standards for fire safety, no automatic warranty or statutory protection is provided for commercial use. However, we may offer optional extended warranties or service packages for commercial clients upon request. Please contact us for more details.

Commercial businesses purchasing recliner sofas or other furnishings must also ensure that their premises comply with additional fire safety standards for non-domestic environments, including the relevant British Standards (BS):
BS 7176:1995 (Specification for resistance to ignition of upholstered furniture for non-domestic seating by testing composites) – This standard applies to furniture used in public buildings, offices, and other commercial environments where resistance to ignition is essential for safety.
BS 5852:2006 (Methods of test for assessment of the ignitability of upholstered seating by smouldering and flaming ignition sources) – This standard outlines the testing methods required for assessing the ignitability of seating materials, ensuring that commercial furniture meets the necessary fire safety levels.
BS EN 1021-1:2014 and BS EN 1021-2:2014 (Furniture. Assessment of the ignitability of upholstered furniture. Ignition source: smouldering cigarette and match flame equivalent) – These standards specify test methods for assessing fire safety compliance for upholstered furniture in non-domestic settings.

Why is there a difference?
The distinction between residential and commercial customers exists because consumer law in the UK is designed to protect individual consumers who may not have the same resources or purchasing power as businesses. Businesses are expected to have a greater ability to assess the quality and suitability of products prior to purchase, and the legal framework reflects this difference.

Commercial entities, especially those operating in public or high-traffic areas, must comply with stricter safety regulations, including the above BS Standards, to ensure that their furniture is safe for use in these environments.