Warranty Policy

10-Year Tiered Guarantee Policy

At Sofas24, we take immense pride in the craftsmanship of our furniture. Because our sofas are handmade in the UK to the highest standards, we stand by the quality of our materials and construction. 

To give you complete peace of mind, we offer a comprehensive 10-Year Tiered Guarantee on all our sofas. This policy outlines exactly what is covered as your sofa matures alongside your home.

 How Our Tiered Guarantee Works

Your guarantee begins on the date your furniture is delivered. As your sofa ages, the nature of the coverage shifts to reflect the natural lifecycle of upholstered furniture. 

Tier 1: Years 1–2 (Comprehensive Cover)
For the first two years of ownership, your sofa is fully covered against any manufacturing defects.
What is covered: The structural wooden frame, springs, webbing, stitching, electrical/manual recliner mechanisms, cushion fillings, and the upholstery (fabric or leather).
What we will do: We will repair or replace the defective part or product, covering all costs for parts, labor, and necessary transportation via our two-person team.

Tier 2: Years 3–5 (Structural & Mechanical Cover)
During years three to five, our guarantee focuses on the core mechanics and structure of your sofa.
What is covered: The internal wooden frame, structural joints, suspension systems (springs/webbing), and internal metal recliner mechanisms. 
What is NOT covered: Fabric, leather, stitching, and cushion interiors (foams/fibres), as these components are subject to natural wear, tear, and settlement over time.
What we will do: We will supply the necessary replacement parts and cover the labor to repair the structural or mechanical defect. 

Tier 3: Years 6–10 (Frame-Only Guarantee)
In the final five years of your guarantee, we protect the foundational integrity of your Sofas24 furniture.
What is covered: The main structural wooden frame and foundational joints against snapping, breaking, or severe warping under normal domestic use.
What is NOT covered: Mechanisms (electrical or manual), springs, webbing, fillings, and upholstery.
What we will do: We will repair or replace the structural frame. (Note: A standard call-out/transportation fee may apply during Tier 3, though all parts and repair labor remain fully covered).

 Important Exclusions

To ensure fairness, this guarantee covers manufacturing defects only. It does not cover:
General Wear & Tear: Natural settlement of cushion fillings, natural stretching, creasing, or puddling of fabrics and leathers.
Accidental Damage: Spills, stains, burns, scratches, rips, or pet damage.
Misuse or Neglect: Damage caused by sitting on the arms/back of the sofa, improper cleaning with unauthorized chemicals, or exposure to direct sunlight/heat sources resulting in fading.
Commercial Use: This guarantee is strictly for standard domestic use at a residential address. It does not cover items used in commercial or non-domestic environments.
Clearance Items: Ex-display or clearance items may be subject to a separate, modified guarantee unless explicitly stated otherwise at the time of purchase.

Made-to-Order / Bespoke Items:
As per our general store policy, while bespoke or custom-configured items cannot be returned for a change of mind, they are *fully protected* under this 10-Year Tiered Guarantee against manufacturing faults.

 How to Make a Claim

If you believe your sofa has developed a manufacturing fault covered under this guarantee, please contact our customer care team promptly. We aim to resolve all issues as quickly and smoothly as possible.

Step 1: Gather your original order number and take clear photographs or a short video highlighting the fault.
Step 2:  Email your evidence and order details to hello@sofas24.co.uk. 
Step 3: Our team will assess your claim within 48-72 hours. If a physical inspection is required, we will arrange for an independent furniture technician to visit your home.

Contact Details:
Email:hello@sofas24.co.uk
Phone: 0330 133 3841 (Monday - Friday, 9am to 5pm)
Address: Sofas24 (Sofa Hub LTD), 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX

This guarantee is provided by Sofa Hub LTD (trading as Sofas24) and is in addition to, and does not affect, your statutory rights as a consumer under UK law.