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Terms of service

OVERVIEW

This website is operated by The Sofa Shop. Throughout the site, the terms "we", "us", and "our" refer to The Sofa Shop. The Sofa Shop offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.


By visiting our site and/ or purchasing something from us, you engage in our "Service" and agree to be bound by the following terms and conditions ("Terms of Service", "Terms"), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

 

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

 

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.


Our store is hosted on Shopify Inc. They provide us with an online e-commerce platform that allows us to sell our products and services to you.

The Sofa Shop utilises a third-party delivery service, AIT Home Delivery, for all product deliveries. By placing an order with us, you acknowledge and agree that AIT Home Delivery will be responsible for the delivery of your products to your designated address."

SECTION 1 - ONLINE STORE TERMS

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence and have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorized purpose, nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You must not transmit any worms or viruses or any code of a destructive nature.

A breach or violation of any of the Terms will result in an immediate termination of your Services.

 

SECTION 2 - GENERAL CONDITIONS

We reserve the right to refuse Service to anyone for any reason at any time.

You understand that your content (not including credit card information) may be transferred unencrypted and involve (a) transmissions over various networks and (b) changes to conform and adapt to the technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided without express written permission by us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.


SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION

We are not responsible if the information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - PRODUCTS OR SERVICES (if applicable)

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.

We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate.

We reserve the right but are not obligated to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations or that any errors in the service will be corrected.


SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. In our sole discretion, we may limit or cancel quantities purchased per person, household or order. These restrictions may include orders placed by or under the same customer account, credit card, and/or orders using the same billing and/or shipping address. If we change or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.


You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your e-mail address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more details, please review our Returns Policy.

SECTION 7 - OPTIONAL TOOLS

We may provide you with access to third-party tools over which we neither monitor nor have any control or input.

You acknowledge and agree that we provide access to such tools" as is" and "as available" without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

Any use by you of optional tools offered through the site is entirely at your own risk and discretion, and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

We may also, in the future, offer new services and/or features through the website (including the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

SECTION 8 - THIRD-PARTY LINKS

Certain content, products and services available via our Service may include materials from third parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy, and we do not warrant and will not have any liability or responsibility for any third-party materials or websites or for any other materials, products, or services of third parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review the third party's policies and practices carefully and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third party.

SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS

If at our request, you send certain specific submissions (for example, contest entries) or without a request from us, you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by e-mail, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may but have no obligation to monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene or otherwise objectionable or violates any party's intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third party, including copyright, trademark, privacy, personality or other personal or proprietary rights. You further agree that your comments will not contain libellous or otherwise unlawful, abusive or obscene material or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead third parties as to the origin of any comments or us. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third party.


SECTION 10 - PERSONAL INFORMATION

Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.


SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS

Occasionally, there may be information on our site or in the service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including, without limitation, pricing information, except as required by law. No specified update or refresh date applied in the service or on any related website should be taken to indicate that all information in the Service or on any related website has been modified or updated.


SECTION 12 - PROHIBITED USES

In addition to other prohibitions, as outlined in terms of Service, you are prohibited from using the site or its content:

  1. For any unlawful purpose.
  2. To solicit others to perform or participate in any unlawful acts.
  3. To violate any international, federal, provincial or state regulations, rules, laws, or local ordinances.
  4. To infringe upon or violate our intellectual property rights or the intellectual property rights of others.
  5. To harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability.
  6. To submit false or misleading information.
  7. To upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the service or of any related website, other websites, or the Internet.
  8. To collect or track the personal information of others.
  9. To spam, phish, pharm, pretext, spider, crawl, or scrape.
  10. For any obscene or immoral purpose.
  11. To interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet.

We reserve the right to terminate your use of the service or any related website for violating any of the prohibited uses.


SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

You agree that from time to time, we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall The Sofa Shop, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.


SECTION 14 - INDEMNIFICATION

You agree to indemnify, defend and hold harmless The Sofa Shop and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys' fees, made by any third party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference or your violation of any law or the rights of a third party.


SECTION 15 - SEVERABILITY

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.


SECTION 16 - TERMINATION

The obligations and liabilities of the parties incurred before the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services or when you cease using our site.

Suppose in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service. In that case, we also may terminate this agreement at any time without notice, and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).


SECTION 17 - ENTIRE AGREEMENT

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitute the entire agreement and understanding between you and us. They govern your use of the service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any previous versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

 

SECTION 18 - GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the United Kingdom.


SECTION 19 - CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time on this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.


SECTION 20 - CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at info@sofa-shop.co.uk.

 

Terms & Conditions

 

You are automatically accepting our Terms & Conditions by proceeding with the order. You can reject our Terms & Conditions by cancelling your order before delivery is made, unless you have ordered a non-returnable and non-refundable made-to-measure sofa.

GENERAL TERMS

Please keep this document in a safe place, as it contains the Terms & Conditions applicable to your purchase at the time of purchase.

These terms and conditions apply to all purchases made on our website, via telephone, messaging, social media platforms, or in our showroom. In addition, these terms and conditions apply to all purchases made on our affiliate websites, telephone numbers, social media channels and showrooms, which operate under a trading name for us, as listed on the footer of our websites. By placing an order with us, you accept and agree to these terms & conditions. We reserve the right to change these terms and conditions at any time. This does not affect your statutory rights.

SECOND-HAND SOFAS – CLEARANCE GOODS - EX-DISPLAY GOODS

Any products we advertise and sell which are reduced from their original price are ‘sale price goods’, ‘clearance goods’ or ‘ex-display goods’. This price is usually displayed in another colour, other than Grey or Black.

These goods are ‘sold as seen’ and do not come with the usual benefits we offer. These goods are sold with:

  • No guarantees
  • No returns
  • No cancellations
  • No exchanges
  • No refunds

Please be mindful of the fact that we will have reduced the price of the goods by hundreds of pounds, to reflect any problems which may arise, in the unlikely event that they do.

This does not affect your statutory rights if the goods are not fit for purpose or of satisfactory quality.

HELPING US TO PREVENT CHARGEBACK FRAUD

Chargeback fraud, also known as friendly fraud, occurs when a consumer makes an online shopping purchase with their own credit card and then requests a chargeback from the issuing bank after receiving the purchased goods.

Once approved, the chargeback cancels the financial transaction, and the consumer receives a refund of the money they spent. Dependent on the payment method used, we are usually accountable when a chargeback occurs.

Regrettably, in the past year alone, 2021-2022, we have been the victims of Chargeback Fraud on more than 10 occasions and suffered losses of more than £20,000.

To prevent Chargeback Fraud and criminal activity in general, we ask our customers to be understanding and cooperative with a few measures we are forced to adopt:

  • We will not deliver the goods to any address other than the address supplied to us when the order is placed, or the address displayed on your driver’s licence or similar form of government ID document. If the delivery of goods is not completed for these reasons, you will be liable to pay re-delivery charges when the delivery is rescheduled.
  • We will not bring the goods to your address until the full monies owed to us are paid.
  • On occasions where our security software shows a greater level of risk, we may refund you the money you paid using a credit or debit card and ask you to make the purchase using a pre-paid card or in cash when the delivery is made;
  • We will ask you to sign the ‘Receipt of Goods’, which confirms that you have received the goods; or, if you have selected the ‘assembly’ service, that you have received the goods, inspected them and are satisfied with the goods;
  • We will ask you to allow us to take a picture of your external entry door whilst it is open;
  • We will ask you to allow us to take a picture of the sofa installed in your room, and if you don’t mind;
  • We may ask you to show us a form of ID and make a note of your ID number on our ‘Receipt of Goods’;
  • If you refuse our requests to sign the ‘receipt of goods’, to allow us to take the necessary evidence to prove the delivery has been made or to show us your ID to prove the delivery is made to the correct person; this will be deemed as refusal to accept delivery and the product shall be returned to us. We will issue you a full refund, less the delivery fee.

OUR RIGHTS TO CANCEL THE AGREEMENT TO SELL GOODS TO YOU

All orders placed are subject to acceptance by us. Approval can be assumed only after you have received delivery of the goods and not at any stage before.

 At times, we may be unable to accept your order due to stock, supplier, or delivery issues, for example. We will notify you if the order is not received, and we will refund any monies you may have paid.

 We may also refuse to sell to you for personal reasons or in the event of abusive or inappropriate behaviour/words/actions from you or anyone else concerned or affiliated with you.

 In this case, we are not liable to you or any third party for any direct or indirect losses or consequences which may arise.

 Please understand that we reserve the right to refuse any transaction for any reason or refuse service to anyone, at any time, at our sole discretion.

OUR PRODUCTS

 Whilst we make absolute efforts to ensure the accuracy of descriptions, measurements and pictures on our website, please note the possibility of some variations and approximations.

Our pictures and videos may be graphically edited, and the screen/device you are viewing the products on will also significantly impact how the product looks to you and what the product looks like in real life.

The shade of leather and fabric products may also vary slightly between the different variations of products you order, as the exact shade is determined by the batch from which the material is manufactured.

If you request a swatch, and the final product delivered is a slightly different shade to the swatch, we will not accept liability for this variation.

PURCHASING YOUR GOODS ON FINANCE

If you are using DivideBuy & PayPal to fund the purchase of your sofa, you are bound by their Terms and Conditions of service.

Once your funding is approved, we will receive confirmation of this from the finance company. You can then choose your sofa and confirm the order.

 If you are required to pay a deposit, we will collect this from you and then schedule your delivery.

Please note that we cannot allow goods to be taken from our warehouse or delivered goods until we have received confirmation of the sale and agreement of finance from the finance company.                                     

Similarly, suppose you wish to cancel, return or exchange your product. In that case, we will need confirmation from the finance company before this can be arranged, and any deposits you paid are paid to the finance company and must also be returned by the finance company.

ACCESS TO YOUR PROPERTY

Our drivers cannot hold up the public highway for you. You must ensure that there is clear access and space to receive delivery of your goods. You will receive a call in advance of our drivers' arrival, so if needed and you need to hold up the road, for example, you need to take responsibility for this and manage this.

Ensuring that the sofa you purchase can be delivered to your property's doorstep or delivered to your room of choice and assembled therein is your responsibility.

You must tell us of any special circumstances that may affect your goods' delivery. For example, if the delivery is above the ground floor level, there are parking restrictions, narrow roads, inaccessible roads, one-way systems or rural mud tracks.

In the event of damage caused to the goods due to awkward or tight deliveries, the responsibility for this damage shall rest with you and the goods cannot be returned, replaced, cancelled or exchanged.

Please ensure your stairways or lifts are wide enough to accommodate the goods you acquire and that delivery can be made to your room of choice. Please also clear the area you want the product placed in advance. So the delivery team is not delayed unnecessarily.

While our drivers are happy to move your product into an unobstructed room of your choice, please note that we cannot be held responsible for any damage that may occur during this process. It is the customer's responsibility to ensure that any floor coverings are adequately protected to prevent damage when the product is being brought into the property.

Any failed deliveries owing to access issues shall not be our responsibility

DELIVERY SERVICE

We understand how important it is for you to receive your sofa on time, as scheduled. We appreciate you may have cancelled plans and taken time off work to stay at home to receive your delivery.

We will do everything possible to ensure delivery is made, as agreed.

From time to time, there can be problems which are outside of our control—for example, traffic, breakdowns and weather.

In these circumstances, we will do our utmost to reschedule the delivery as a matter of priority.

Delivery Hours:
Our standard delivery operating hours are between 6:00 AM and 9:00 PM. By placing an order with us, you acknowledge and accept that delivery may take place at any time within this window. While we always aim to provide estimated time frames where possible, exact delivery times cannot be guaranteed due to route planning and operational requirements. Customers are responsible for ensuring that someone is available at the delivery address during these hours on the scheduled delivery date.

WHAT IF YOU CAN'T REACH ME OR I DON'T ANSWER THE DOOR?

We will agree on a date for delivery with you, and delivery can be made between 8 am and 8 pm, Monday to Sunday.

If the contact details you provided are incorrect and we are unable to complete the delivery or reach you, the goods won't be delivered to you until further notice from yourself.

WHAT DOES OUR STANDARD DELIVERY SERVICE INCLUDE?

Standard Delivery Service – "Room of Choice" (Where Access is Easy):
Our standard delivery service ensures your items are delivered inside your building, whether you reside in a house or an apartment. The furniture will be left in its original packaging, and our team will transport it inside your property. This service is designed for locations with easy access.

WHAT ADDITIONAL DELIVERY SERVICES DO WE OFFER?

We offer free standard delivery for your order.

For assembly service, including placing the sofa in your preferred room, unpacking, and setup, a fee will apply.

Call us at any time for further information, to ask questions or for other guidance.

WHERE DO WE DELIVER?

Our head office is in Dewsbury, West Yorkshire, and we offer free delivery to all parts of England, Wales, and Scotland.

Excluded regions: We do not deliver to Northern Ireland, the Channel Islands, the Isles of Scilly, or the Republic of Ireland.

HOW SOON CAN WE DELIVER?

Many of our sofas are in stock. We can usually deliver your furniture within 3-14 days but depending on how busy we are. Rest assured that quick delivery is part of our ethos, and we will do the best we can to get your furniture to you.

Once you place your order, one of our team members will contact you within 24 hours to advise delivery dates and available times. 

Please note that if you have ordered to meet a particular date, such as Diwali, Eid or Christmas, you may have to accept the first delivery date you are given. In addition, we will need you to provide us with daytime contact information that can be used on the delivery date if necessary.

If you want to change your delivery date, you must notify us at least two working days in advance. If you are not home for your delivery, a £50 surcharge will be added, which will need to be paid before re-delivery or deducted from your refund if you decide to cancel your order.

Please note that the stock availability date provided at the time of placing an order with us is subject to certain terms and conditions beyond our control. We make every effort to ensure that our stock availability information is accurate, but there may be unforeseen delays in our supply chain that could affect the availability of the stock for a longer period than expected. In such cases, we cannot be held responsible for any inconvenience caused to you, and we reserve the right to modify the delivery date accordingly. We will do our best to keep you informed of any changes to your order status and provide updates on the expected stock availability date. By placing an order with us, you agree to accept these terms and conditions and acknowledge that we are not liable for any delays caused due to factors beyond our control.

WHAT IF ACCESS TO YOUR PROPERTY IS AN ISSUE?

If there is limited access to your property, we may still be able to deliver. However, we will need to know the details of the issue. We can then let you know if it’s possible to assemble our sofas on-site. Contact us.

Quite often, there may be an issue with passing through a narrow door frame, entering a passenger lift that is too small, or there is a need to move the sofa around an awkward and narrow staircase in addition to tight right-angle turns once inside the property. Larger sofas, such as corner sofas, can be particularly challenging, so please keep this in mind when making your order and measure accordingly.

In addition to access challenges related to your home, there may also be access challenges for our delivery vehicle. Please consider that our delivery vehicle is of a similar size to a dust bin lorry – if they can reach your property, then so can we.

We have detailed the dimensions of our products and the packaging they are delivered in. We shall expect full payment immediately, and if payment has already been made for assembly, which we cannot execute, we will refund you the assembly fee  Please note that access to the property is something you have to take responsibility for. If we are unable to access your property with your item, we will leave it at your doorstep for you to arrange matters.

Contact our team if you would like some guidance on the above, but please ENSURE that the products you order can be delivered to you and can be carried through any staircases or hallways you may have.

 

DO YOU DELIVER ON WEEKENDS?

We offer weekend delivery options free of charge. Please contact us to discuss and arrange a convenient delivery time that suits your schedule.

We go all out to deliver on the date and time we promised; however, sometimes, things can happen outside our control. The Sofa Shop will not be held liable for any late deliveries, missed deliveries, or associated loss of earnings.

CAN YOU CHANGE THE DELIVERY DATE?

Yes, you have the flexibility to adjust the delivery time if you provide us with a 48-hour notice. Furthermore, we offer the convenience of changing the delivery date free of charge when modifications to the delivery are made

ASSEMBLY SERVICE

Most of our furniture will be delivered to your your room of choice or outside the main doors of an apartment building / shared residence; in a dismantled and unassembled manner which helps with ensuring we can get your products through your doorway.

Our customers often choose to assemble their furniture alone or with other family members. If you prefer to have some help, then we have made this service available to you.

The best part of this service is the ‘satisfaction guarantee’ element. Our team will assemble the sofa and ensure your satisfaction with the product. Suppose you are not happy with the items or you discover a problem or fault. In that case, your assembly team will address the issue immediately and ensure we can return, replace or repair the item immediately.

ASSEMBLY SERVICE FEES

Despite our furniture being designed for easy self-assembly so you can access great products at the best possible price, we understand you might want a helping hand. We're happy to provide professional assembly for you.

You can book our service when you purchase your furniture, and we'll assemble your items right at the time of delivery.

Our pricing is clear and includes Packaging Recycling for a completely hassle-free experience:

  • £69: Assembly of All Chairs + Packaging Recycling

  • £99: Assembly of 1 Sofa + Packaging Recycling

  • £149: Assembly of 2 Sofas + Packaging Recycling

  • £199: Assembly of 3 Sofas + Packaging Recycling

  • £249: Assembly of 4 Sofas & More + Packaging Recycling

The people who assemble your furniture are the same people who deliver it. They know our products inside out and will expertly transform what's delivered into your beautiful couch or chairs, ready for you to enjoy and create treasured memories.

Many customers agree that using our assembly service is an affordable way to simplify the operation. Our experienced team takes pride in their work, carrying out the assembly swiftly and efficiently.

PROBLEMS DURING ASSEMBLY

Our Assembly team is trained to look for defects in your products while assembling the items. If they see something is not as it should be, they will notify the head office and arrange for repairs or replacements, ensuring your satisfaction before they leave.

If you find any issues of concern with your sofa, you must bring it to the attention of the delivery/assembly team whilst they are on your premises and with the product and before you sign the 'receipt' to confirm receipt of your goods.

Since the products we supply to you are new, packaged and closed, from time to time, we will be as helpless as you would be If something is missing or there are issues with the products we find inside the packaging. As much as we do not wish this ever to happen, experience tells us that it is inevitable that some products will have missing items or issues, which means that the transaction with you cannot be completed.

If this does happen, we will do our utmost to resolve the situation as a matter of paramount importance and urgent priority. We do not wish to leave you with a piece of furniture that is not ready to be enjoyed as you expected.

We ask you to be understanding and bear with us whilst we do everything we can to resolve the situation for you.

If the issue cannot be resolved, we will send you a replacement as a priority, or we will offer you the chance to cancel your order and receive a full refund.

 

Cost of Services Not Refundable:

Please note that the following services are not refundable:

  • Assembly cost
  • Cost of taking away old sofas
  • Cost of missed collection attempts
  • Cost of Delivery Fee
  • Cost of Extended Warranty After the 14-Day Period

 

CANCELLATIONS AND CHANGES TO THE ORDER

You have the right to cancel your order 48 hours before the delivery date, without any charge.

If you cancel your order within 48 hours of the scheduled delivery, you will incur the delivery fee of £50 as we have already booked the courier.

If you wish to change your products for another product, this can be changed at any time before the day of delivery if we have the selected item in stock.

If the selected item is not in stock, you will need to pay the cancelled delivery charge and wait for a new delivery to be scheduled for the new product.

Simply email or WhatsApp us your Order Number and the cancellation request or changes you wish to make.

Returns and Refunds:

14-Days Return Window: 

1.1. Customers are eligible for a return within 14 days of purchase for unused sofas. A £100 return fee will be applied. 

1.2. The sofa must be in its original condition and packaging for the return to be accepted. 

1.3. To initiate a return, customers must contact our customer support team and follow the provided instructions. 

Repair Replacement: 

2.1. After the initial 14-day period, if a customer encounters any issues with their sofa, we will arrange for repair services. 

2.2. During the repair period, which typically lasts 7 days, the sofa will be temporarily removed from the customer's premises. 

2.3. The customer agrees to cooperate with our representatives during the repair replacement process. 

Replacement or return : 

3.1. Following the completion of repairs, the repaired sofa will be returned to the customer. 

3.2. If the sofa cannot be adequately repaired, we reserve the right to offer a replacement of the same model or a similar one, subject to availability. 

3.3. In the event that a suitable replacement is not available, we will provide an exchange for a different product of equal or lesser value from our inventory. 

3.4. The final decision regarding the replacement or exchange rests with us. 

No Right to Refund: 

4.1. Please note that under this returns policy, there is no automatic right to a refund once the initial 14-day return period has expired. 

4.2. Refunds will be provided solely at our discretion and only under exceptional circumstances. 

4.3. Any request for a refund must be made in writing to our customer support team, explaining the exceptional circumstances warranting a refund. 

General: 

5.1. Our returns policy is subject to applicable laws and regulations, and nothing stated herein shall be interpreted as limiting or excluding any consumer rights that cannot be waived under the law. 

5.2. We reserve the right to modify or amend this returns policy at any time. Customers will be notified of any changes through our website or other communication channels. 

By making a purchase with us, you acknowledge and agree to abide by the above terms and conditions governing our returns policy. 

Right to exchange :

If you wish to exchange your sofa within the 14-day cooling-off period, we can arrange this; however, please note that there will be associated costs. A £50 swap fee will apply for processing the exchange, and an additional £50 delivery fee will be charged for the collection and re-delivery of the new item. These fees cover the logistical and handling expenses involved in completing the exchange.


AFTERCARE - OUR ASSUMPTIONS AFTER WE HAVE SOLD GOODS TO YOU

Sofas are very expensive pieces of home furniture. The cost for us to buy these products, store them market them, sell them, deliver them and guarantee them is very expensive.

On the same token, these items are also very expensive for you to purchase, and once you have acquired a high-priced piece of furniture, you will want it to withstand the test of time and last you 5 years.

We, therefore, have a joint and mutual interest in ensuring that these goods are taken care of, so they can remain in the best possible condition for as long as possible.

With every sale we make, we expect and assume that our customers will follow some basic steps to prevent damage, financial losses and inconvenience to both parties. This list is not exhaustive and will be updated from time to time:

  • Please do not jump on or 'crash' on the sofas. Whilst the furniture is made to withstand the pressure and force of 110 kilograms per seat, or per sleeping space, please avoid accidental damage caused by jumping and crashing. Damage caused to the frame by the application of force or breakages is not covered by the guarantee. In the event of a claim, we will usually strip the furniture and check the wood for signs of force or breakage by the use of force or extreme pressure;
  • Please do not use chemicals or household cleaning products to clean your sofas. Use a clean, damp cloth without any chemicals or products to wipe the couch on a weekly basis;
  • Please vacuum the sofas weekly to remove dust particles building up on the sofa and in the seams;
  • Please do not place your sofa in direct sunlight, as this is likely to cause discolouration;
  • Please do not yank or forcefully pull the recliner sofa levers.
  • Please always recline the sofas gently and then straighten the sofa again gently. The application of force will only increase the risk of damage and the collapsing of springs and mechanisms within the recliner system.
  • Please leave some space between the recliner sofas and the wall to allow the recliner sofa to recline fully without being obstructed by the wall or other objects.

Taking these steps will minimise the risk of damage and consequential problems. In the unfortunate event of problems, we will do our best to resolve any issues for you.

We will not be held responsible for damage to your product caused by accidental or deliberate damage, normal wear and tear, misuse, neglect or abuse by you or any third party.

CREDIT NOTE TERMS & CONDITIONS :

Applicable to In-Store Purchases Only

At The Sofa Shop Inc, we aim to ensure all of our customers are satisfied with their purchases. For in-store purchases, we understand that circumstances may change and so, outside of the standard 14-day return period, customers may be eligible for a credit note, provided the item is returned in unused and resaleable condition and a manager has approved the return.

Credit notes are offered at the discretion of the store and may be issued when a return is made outside the 14-day window, or where a refund is not applicable under our returns policy, including for change-of-mind situations. Please note that this applies strictly to purchases made in-store, as online purchases are subject to separate regulations under the Consumer Contracts Regulations.

A credit note can be used in-store only and is non-transferable. Credit notes are to be redeemed against products available at the time of use and no change will be given if the product purchased is of lesser value than the credit note. 

Credit notes are non-refundable and cannot be exchanged for cash in full or in part. In the event of a lost, stolen, or damaged credit note, The Sofa Shop Inc will not be responsible for replacement or reimbursement. We strongly advise customers to treat credit notes as they would cash.

Customers are required to present the original copy of the credit note at the time of redemption. Photocopies, digital versions, or tampered documents will not be accepted under any circumstances.

For further information or if you require clarification on our credit note terms, please contact our customer service team at info@thesofashop.co.uk or call 0330 088 2522.

 

YOUR WARRANTY

At The Sofa Shop, you can buy our sofas with confidence as all of our frames are guaranteed for a period of 12 months from the date of delivery against structural manufacturing defects in the frame (excluding sale price or reduced-price goods).

Our warranty covers:

  • Structural manufacturing defects
  • The structure of the frame
  • The frame springs
  • The stitching
  • The recliner mechanisms
  • The electrical recliner components such as the motors

The warranty starts from the delivery date and applies to the person who purchased the product only and within the mainland UK only. If the products are given away or transported outside the UK, the warranty doesn't apply.

The warranty does not apply for accidental or deliberate damage, recklessness, carelessness and lack of reasonable care or protection of the product.

Our guarantee also does not apply if the manufacturer's weight capacity of 110kgs per seat appears to have been exceeded and this has caused the damage complained of. In particular, recliner sofas must not be used above the recommended weight loads.

HOW TO MAKE A CLAIM

In the event of a complaint or a claim against the guarantee of the product, please be patient as we will need to follow our procedures to investigate and resolve the issues. These are the steps we will follow with you:

  • You must email us immediately at support@sofa-shop.co.uk and we will record your claim and request videos, pictures and descriptions;
  • We will then send a member of staff or independent inspector/engineer to diagnose or view the fault;
  • After inspection, we will tell you whether your claim is authorised or not;
  • If your claim is authorised, we will try to resolve the issue and repair the problem. If a repair cannot be made immediately, we will arrange for the goods to be collected, repaired and returned;
  • If the goods cannot be repaired, we will order the necessary parts and replace only the damaged part of the goods. You may come across a slight variation of colour shades in the beginning, but once the product oxidises and settles into your room, the contrast will become less noticeable;
  • If the goods cannot be repaired or the parts cannot be ordered to be replaced, we will replace the product for you;
  • We will only replace the damaged or faulty goods. For example, if you purchased a 3 and a 2 seater sofa, and a fault is sustained by the 2-seater sofa, we will only replace the 2 seater;
  • In the event the goods cannot be replaced, we will collect the defective goods and issue you a partial refund for the defective part of your order;
  • The refund for the purchase of a 'sofa set' is calculated as follows:

           3-Seater = 60% of the price paid

           2-Seater = 40% of the price paid

NOTE: The decision to repair, replace or refund is ours and at our discretion only.

WHAT IS EXCLUDED FROM THE GUARANTEE?

The following are not covered in our guarantee:

  • Application of force or tension/pressure beyond 200kg per 2-seater sofa and 300kg per 3 seater sofa.
  • Application of force or tension by jumping or the application of concentrated pressure.
  • Evidence from the analysis of the structure of breakage caused by focused tension.
  • The dipping of the foam in the sofa seats, which is inevitable and expected in all sofas which are routinely used.
  • The 'dipping' of the foam in the sofa seats varies from the 1st seat to the 2nd seat or 3rd seat. This is dependent o the usage and the regular tension applied to the foam rather than a defect.
  • The lack of symmetry between the height of the sofa seats / reclining element of a reclining sofa. This can alter depending on the usage and the tension applied to each seat.
  • The discolouration of sofas due to the ambience of your home or the use of products
  • Wear & Tear
  • Misuse (Accidental, reckless, careless or deliberate)
  • Damage caused by you or others
  • Failure to maintain
  • Commercial or institutional use
  • A product that has been assembled or stored incorrectly (e.g., damp or in direct sunlight.)
  • Any item where an alteration has been carried out.
  • Any item with other, existing wear & tear, damage, signs of misuse or commercial use or incorrect assembly/storage.

    E.g., Your sofa has a cigarette burn, but you wish to claim under the warranty when the recliner mechanic is defective.

  • Sale price, reduced price, clearance or display products are excluded from our guarantee scheme.