Refund & Returns Policy

At Sofas24, we want you to be happy with your order. Sofas are large, bulky items, so please check the product details, dimensions, colour, fabric, delivery access and room size carefully before ordering.

Nothing in this policy affects your statutory rights.

1. Change-of-Mind Returns

For eligible online orders, you may request a change-of-mind return within 30 days of receiving your goods.

Change-of-mind returns include where:

• You no longer want the item
• The item does not fit your room
• The item does not fit through your doorway, hallway, stairs or lift
• You ordered the wrong size, colour, fabric or configuration
• The item is not suitable for your room
• You expected a different comfort level

If the item is faulty, damaged, incorrect or not as described, this will not be treated as a change-of-mind return.

2. Customer Responsibility to Return Goods

For change-of-mind returns, the customer is responsible for returning the item to us in the same condition they received it.

The item must be returned:

• In the same condition as received
• Unused and undamaged
• Clean and free from marks, stains, odours, pet hair, smoke smells or signs of use
• In the original packaging where possible
• Properly protected and packaged for return transport

If the original packaging has been removed or damaged, the customer must ensure the item is repackaged safely and securely to prevent damage during return.

The goods remain the customer’s responsibility until they are received back by us.

3. Condition of Returned Goods

Returned goods must be in a clean, unused and resalable condition unless they are being returned because they are faulty, damaged, incorrect or not as described.

You may inspect the item as you would reasonably inspect an item in a shop.

If the item has been used, damaged, marked, stained, affected by odours, assembled beyond reasonable inspection, or handled in a way that reduces its value, we may deduct an amount from your refund to reflect the reduced value of the goods.

We reserve the right to refuse a change-of-mind return or reduce the refund where the item is returned damaged, used, incomplete, not properly packaged, or not in the condition it was received.

4. Return, Collection & Restocking Fee

For change-of-mind returns, the customer is responsible for all return costs unless we have agreed otherwise in writing.

A 10% restocking and return handling fee will apply to change-of-mind returns. This is calculated as 10% of the returned item value and may be deducted from the refund or paid before collection or return processing is arranged.

This fee applies to change-of-mind returns, including where the item does not fit the room, does not fit through the access route, is no longer wanted, or was ordered in the wrong size, colour, fabric or configuration.

This fee does not apply where the item is confirmed to be faulty, damaged, incorrect or not as described.

For damaged products or issues where Sofas24 is at fault, we will arrange collection of the sofa where required.

Any restocking or return handling fee will only be applied where permitted by law and does not affect your statutory rights.

5. Measurements, Access & Size Tolerance

It is the customer’s responsibility to make sure the item will fit into the property and the intended room.

Please check:

• Product dimensions
• Room size
• Doorway width
• Hallway width
• Staircase access
• Lift access, where applicable
• Any tight turns or restricted access points

All product dimensions shown on our website are approximate. Due to manufacturing methods, upholstery, padding, fabric, foam, assembly and how measurements are taken, product dimensions may vary by up to 5cm.

A size difference of up to 5cm is considered an acceptable manufacturing tolerance and will not usually be treated as a fault or incorrect item unless the product is materially different from the description.

Customers should allow for this tolerance when measuring room space, doorways, hallways, stairs, lifts and access points.

If an item cannot be delivered or cannot be moved into the property because of access restrictions, incorrect measurements, or failure to allow for the stated size tolerance, this will usually be treated as a change-of-mind/access issue unless the product dimensions supplied by us were materially incorrect.

Additional delivery, return, collection or redelivery charges may apply where delivery fails due to access issues, incorrect details or the customer not being available.

6. Colour, Fabric & Comfort

Colours and fabrics can appear different depending on lighting, screen settings and room décor.

We recommend ordering fabric swatches before purchasing if you are unsure about colour, fabric or texture.

Returns due to colour preference, fabric preference, comfort preference, firmness or general suitability will usually be treated as change-of-mind returns unless the item is materially different from the description.

7. Refunds

Once your return has been received and inspected, we will process any refund due.

Refunds will be made to the original payment method unless otherwise agreed.

Where required by law, refunds will be processed within 14 days of receiving the returned goods or receiving proof that the goods have been returned.

We may deduct return costs, collection costs, restocking/handling fees where permitted, and/or any reduction in value caused by use, damage, poor packaging or handling beyond what is necessary to inspect the item.

8. Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty or incorrect, please contact us as soon as possible.

Visible delivery damage must be reported to us within 24 hours of delivery where reasonably possible. This allows us to investigate quickly and raise a claim with the courier or delivery partner.

When reporting damage, please provide:

• Your order number
• Photos or videos of the damage or fault
• Photos of the packaging
• A clear description of the issue
• Confirmation of whether the damage was visible at the time of delivery

If damage is visible when the item is delivered, please report this to the delivery team before signing where possible.

If visible damage is not reported at the time of delivery or within 24 hours, it may be harder for us to confirm that the damage occurred before or during delivery.

Where no delivery damage was reported and the item has been unpacked, moved, assembled, used or handled by the customer, any later damage may be treated as customer-caused damage or a change-of-mind return, unless the item is proven to be faulty, incorrect or not as described.

This does not affect your statutory rights.

If the item is confirmed to be faulty, damaged, incorrect or not as described, we will offer an appropriate solution, which may include repair, replacement, exchange, collection or refund.

9. Delivery, Assembly & Customer-Caused Damage

Our delivery team may offer assembly free of charge where this service is available.

If you choose to opt out of free assembly and unpack or assemble the sofa yourself, you are responsible for taking reasonable care when removing packaging, moving parts, attaching legs or assembling the item.

Sofas24 is not responsible for damage caused by the customer during unpacking, moving or assembly.

This includes, but is not limited to:

• Cutting the fabric or leather while removing packaging
• Damage caused by scissors, knives or sharp objects
• Marks, scratches or tears caused during unpacking
• Damage caused by dragging or dropping the item
• Damage caused by incorrect assembly
• Damage caused by forcing parts into position
• Damage caused after the delivery team has left

If customer-caused damage occurs after delivery, this will not be treated as delivery damage, a product fault or an incorrect item claim.

10. Delivery Inspection & Signature

On delivery, please inspect the packaging and visible condition of the goods before signing.

Our delivery team or courier may take photos as proof of delivery and to record the condition of the goods.

By signing for delivery, you confirm the goods have been delivered to the address provided and that you have had the opportunity to inspect the visible condition of the packaging and goods.

If there is visible damage, please report this to the delivery team before signing where possible and notify us within 24 hours of delivery.

Signing for delivery does not remove your statutory rights.

11. Failed or Refused Delivery

If delivery fails because the customer is not available, the delivery address is incorrect, access is unsuitable, or the item does not fit through the access route, additional delivery, return, collection or redelivery charges may apply.

If an item is refused without a valid fault, damage or incorrect-item reason, this will usually be treated as a change-of-mind return.

12. How to Request a Return

To request a return, please contact us and include:

• Order number
• Full name
• Delivery postcode
• Product name
• Reason for return
• Photos of the item, where relevant
• Photos of the packaging, where relevant

For size or access-related returns, we may ask for measurements or photos of the access route.

13. Your Statutory Rights

This policy does not affect your statutory rights.

If goods are faulty, damaged, not as described or not fit for purpose, you may have rights to a repair, replacement, refund or other remedy under UK consumer law.

14. Contact Us

For returns, refunds, damage reports or order issues, please contact us by email at:

hello@sofas24.co.uk

Please include your order number, full name, delivery postcode and any relevant photos or videos where applicable.