Refund policy

Returns & Refunds Policy

Product Returns: If you need to return a product due to a fault or change of circumstances, we ask that you first reach out to our dedicated support team to try and resolve the issue. If a resolution cannot be reached, please download and complete the RMA form and return it to support@sofa-shop.co.uk. Our warranty periods can be found on our website.

Download RMA Form

Returns Policy: 14-Day After Delivery

Customers are eligible to return their order within 14 days of delivery. During this period, if the sofa is new, unused, and in its original packaging, you may return it for a standard fee of £100 if you are not satisfied with your purchase.

If the original packaging is not available, a £100 fee will apply to cover professional inspection, cleaning, disinfecting, and restocking. Please note that packaging is typically removed during assembly service; however, if you have not opted for assembly, we strongly recommend retaining the packaging in case you wish to return the item.

Repair service: After the initial 14-day period, should any issues arise with your sofa, we will arrange for a repair service. While we strive to conduct repairs promptly at your home, there are instances where we may need to take the sofa away for a maximum of 14 days to complete the necessary repairs. Before we collect the Sofa for repair, we will need to order any required parts, which can take between 1 and 8 weeks to arrive. We appreciate your patience during this period, but rest assured, your repair request is logged, and parts are ordered and we will reach out to you again to confirm the date for repair or collection.

Refund: Please be aware that under this policy, there is no automatic right to a refund. It's a decision that rests solely with us, and it is not an automatic entitlement. Our commitment is to repair the sofa based on the aforementioned guidelines. Refunds will be provided solely at our discretion, and only under exceptional circumstances.
If you decide to return the item and exchange it for another item, please note that you will be required to pay the delivery fee for the new item (£100). Failure to adhere to a scheduled collection appointment, regardless of the cause, will result in the imposition of rebooking charges

Missing Items: If you have received products that have missing items from your order, please contact us immediately on the day of receipt. Our warehouse team monitors all items dispatched and we can check your consignment to determine what has happened. In the unlikely event that we have sent you incorrect, or missing goods, we will make every effort to ship you the missing items as soon as possible.

Cancellations: Our warehouse dispatches orders at 2:30 PM from Monday to Friday. If you would like to cancel your order, you have until 4:30 PM on the same day to do so. We ask that you call us as soon as possible on 0330 088 2522, as cancellations via email may not be processed in time. If you call after 2:30 PM, your order will have already been dispatched and you will need to follow the refund procedure outlined above.