Refund policy

Product Returns:

If you need to return a product due to a fault or a change of circumstances, please first contact our support team. If a resolution cannot be reached, please download and complete the RMA form and return it to [email protected].

Returns Policy: 14 Days After Delivery

You may return your order within 14 days of delivery. You do not need the original packaging to return your sofa — packaging removal is complimentary and our team removes it as part of your delivery — and you are welcome to unwrap, sit on and test your sofa and its functions, just as you would in our showroom.

Condition of Returned Goods:

To qualify for return, your sofa must be kept in as-new, resaleable condition throughout your 14-day trial — no marks, scuffs, damage, odours (including smoke, cooking or pet odours), stains or other signs of use, and with all parts, remote controls and accessories present. By law we can only accept a return we are able to resell as new, so please look after the sofa carefully during your trial.

Our collection driver inspects the sofa at your home before it is taken away. If it does not meet this standard, the driver will not accept it for collection — the item cannot be resold, so the return cannot proceed and the sofa remains with you. If you would like us to collect it regardless of condition, we can, but the refund due will be reduced to reflect the item's reduced or nil resale value, which may mean little or no refund.

Delivery Fee and Collection Fee:

Where your sofa is collected and passes inspection as resaleable, we refund the sofa price and the £99 delivery fee. Returning a sofa requires the same two-man specialist handling as delivering one: a separate £99 collection fee applies to recover a qualifying return from your home and is deducted from your refund. Alternatively, you may return the item to our warehouse yourself at your own cost using suitable transport and adequate protection, in which case no collection fee applies; you remain responsible for the item until it reaches us.

Complimentary Services:

Assembly, room-of-choice delivery, demonstration and packaging removal are complimentary services provided alongside your delivery fee and carry no separate charge. Old sofa removal charges and charges for missed delivery or collection attempts are non-refundable.

Exchanges

If you decide to return your item and exchange it for another, the returned item is subject to the condition standard and collection fee above, and the applicable delivery fee is payable for the delivery of the new item.

Guarantee Repairs

After the initial 14-day trial, faults covered by our 5-Year Frame Guarantee or our 12-month guarantee on everything else are repaired or replaced at no cost — no call-out charge, no parts charge, no labour charge. Both guarantees are standard and included with every sofa, and neither is affected by whether you have Furniture Protection. We will arrange a convenient date for the repair, and if parts are required we will order and dispatch them promptly.

Furniture Protection Claims and Refunds

Where you have taken optional Furniture Protection, claims for accidental damage or staining (from day one), extended electrics cover (from month 13) or extended frame cover (from year 6) are made directly with Castelan Group, as set out on our Warranty page. Settlement of Furniture Protection claims is governed by the policy Terms and Conditions, not by this policy.

Cancelling Furniture Protection:

You can cancel your Furniture Protection policy at any point up to 14 days from receipt of your Certificate of Insurance and receive a full refund of the premium. After that 14-day period, or if you have already made a claim, no refund of premium is made. This is a different cancellation window to the 14-day return period for your sofa itself — see our Warranty page for full detail.

Refunds

Refunds for returns under this policy are processed once the returned item has been received and inspected at our warehouse, normally within 7 business days, less any applicable deductions, the collection fee and non-refundable services set out above. Outside the 14-day trial, refunds for non-faulty goods are provided solely at our discretion and only in exceptional circumstances; our commitment is to repair in accordance with our guarantee. Nothing in this policy affects your statutory rights, including your rights in respect of faulty goods.

Missed Collection Appointments

Failure to adhere to a scheduled collection appointment, regardless of the cause, will result in a £100 rebooking charge, payable before a new collection date is arranged or deducted from any refund due.

Missing Items

If you have received products with missing items, please contact us immediately on the day of receipt. Our warehouse team monitors all items dispatched, and every delivery is documented on completion, so we can check your consignment against the delivery record.

Cancellations

With the exception of custom and made-to-measure products, you may cancel your order without charge at any time up to 48 hours before your scheduled delivery date. Cancellations within 48 hours of delivery incur the £100 courier engagement fee. Please call us on 0330 088 2522 as soon as possible, as cancellations via email may not be processed in time. If your order has already been delivered, please follow the returns procedure above.