Refund & Returns Policy

Effective Date: February 1, 2025

At Sofas24, we want you to be fully satisfied with your purchase. If for any reason you are not, this policy explains how returns, cancellations, and refunds work.

1) 30-Day Return Window

• You have 30 days from the date of delivery to request a return.
• Notify us within this period and arrange the return within 30 days of notifying us.
• Returned items must be unused, in their original packaging, and in a resalable condition with all tags and labels attached.
• Proof of purchase is required.
• Any free items or promotional gifts supplied with your order must also be returned.

2) Condition of Returns

• Please keep all packaging until you are happy with your item. Where reasonable, items should be returned in the original packaging to protect them in transit.
• We may make a reasonable deduction if an item is returned damaged or not in a resalable condition due to handling beyond what is necessary to inspect it.

3) Room-of-Choice Delivery & Access

Our standard service includes delivery to the room of your choice, provided access is safe and suitable.

• You are responsible for ensuring that doorways, staircases, lifts, corridors and access points are large enough and free of obstacles.
• If access is unsafe or unsuitable, our team may deliver to the nearest accessible point or reschedule delivery.
• If delivery cannot be completed because the product does not fit or access is restricted, this will be treated as a change-of-mind outcome (see Section 4). A redelivery charge may apply (currently £60 as set out in our Shipping Policy), or return/collection fees may apply if you choose to cancel.

4) Change-of-Mind Returns

• If you decide you no longer want the product, you are responsible for the cost of returning the goods.
• If you request collection, we can arrange this for you; a collection fee will apply and must be paid in advance.
• Original delivery charges are not refunded for change-of-mind returns.
• Returns because the item does not fit through access points or cannot be delivered to the intended room are considered change-of-mind.

5) Faulty or Damaged Products

• If your item arrives faulty, damaged, or not as described, please contact us promptly with photos where possible.
• We will arrange and cover the cost of return shipping or collection.
• You will receive a full refund, including the original delivery charge, or we will arrange a repair/replacement where appropriate.
• For faulty or damaged products, we may offer repair, replacement, or exchange where appropriate. For change-of-mind, exchanges are not offered — you will need to return the product for a refund and place a new order.
  

6) Order Cancellations

• Stock items: Orders can be cancelled for a full refund at any time before dispatch.
• Custom or bespoke items: Once production has started, cancellations and returns are not possible.

7) Non-Returnable Items

The following products cannot be returned or cancelled once production has started:

• Custom-size sofas
• Bespoke or custom colours, including (but not limited to): Bourneville, Burnt Orange, Cerise, Claret, Green, Lilac, Lime, Mole, Mustard, New Teal, Olive, Pink, Red, Sky, Teal, Turquoise, Apple, Beige, Denim, Duck, Mocha, Orange, Shark, Taupe.

8) Refunds

• Refunds are issued to the original payment method used at checkout.
• Once we receive and inspect the returned goods, refunds are normally processed within 3–5 business days.
• If only part of your order is returned, the original delivery charge may not be refunded.

9) Contact Us

If you have any questions about returns or refunds, or need help arranging a collection, please contact us:

• Email: hello@sofas24.co.uk
• Phone: 0330 1333841
• Address: 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX

Your statutory rights are not affected.