Refund policy

Last updated: 20 July 2026

About This Policy

This policy applies to purchases made from Sofas24. It explains your rights when cancelling an order, returning furniture, or reporting damaged, faulty, incorrectly supplied, or misdescribed goods.

Nothing in this policy limits or excludes your statutory rights under applicable UK consumer law.

Made-To-Order And Bespoke Furniture

Most Sofas24 furniture is manufactured after an order is placed. Fabrics and other materials may be ordered, allocated, cut, and upholstered specifically for your order.

Furniture selected entirely from the standard sizes, configurations, fabrics, and colours displayed on our website may still qualify for statutory cancellation rights when purchased online.

Cancellation rights do not normally apply to products made to a genuinely individual or non-standard specification, including:

  • Bespoke dimensions
  • Structural modifications
  • One-off configurations
  • Personalised details
  • Fabrics or finishes sourced outside our advertised range
  • Custom or special-order fabrics and colours identified in Section 7

Bespoke specifications will be identified before purchase and confirmed as part of the order. Your rights relating to faulty, damaged, incorrectly manufactured, or misdescribed goods remain unaffected.

Change-Of-Mind Cancellations For Eligible Online Orders

Where statutory distance-selling cancellation rights apply, and the product is not genuinely bespoke or personalised, you may cancel your order without giving a reason.

You must inform us within 14 days after the furniture has been delivered. After notifying us, you must return the furniture or make it available for an agreed collection within the following 14 days.

To request a cancellation, email hello@sofas24.co.uk and provide:

  • Your full name
  • Your order number
  • Your delivery address
  • Details of the product you wish to return
  • A clear statement that you wish to cancel the order

Furniture must not be returned without our prior written authorisation.

Return And Collection Costs

Large furniture cannot normally be returned through standard postal services.

For an eligible change-of-mind return, you are responsible for the direct cost of returning the furniture. We can arrange collection using a suitable furniture carrier. The collection charge will be calculated according to your postcode, the size of the order, access conditions, and the collection requirements.

The collection cost will be confirmed before collection and may be paid separately or deducted from your refund.

You may arrange your own return using a suitably insured furniture carrier, subject to our prior written approval. You remain responsible for the furniture until it is received by us.

Additional direct costs may apply where a collection fails because:

  • No responsible person is available
  • The furniture is not ready for collection
  • The furniture has been dismantled incorrectly
  • Access information provided to us was inaccurate or incomplete

We do not apply a separate restocking or percentage-based return fee where a customer is exercising a valid statutory cancellation right.

Discretionary Returns

Where statutory cancellation rights do not apply, we may choose to accept a return at our discretion. Any discretionary return must be agreed by us in writing before the furniture is returned.

A discretionary return may be subject to:

  • A collection charge based on the delivery postcode
  • A return or restocking fee of up to 20% of the product purchase price
  • A deduction for cleaning, repairs, missing parts, damage, or reduced resale value

These discretionary charges do not apply where the furniture is confirmed to be faulty, damaged, incorrectly supplied, incorrectly manufactured, or materially misdescribed.

Damaged, Faulty, Incorrectly Supplied, Or Misdescribed Furniture

Please inspect the furniture as soon as reasonably possible after delivery.

Visible delivery damage, missing parts, or an incorrect product should preferably be reported by email to hello@sofas24.co.uk within 24 hours of delivery. Reporting promptly helps us investigate the issue with the delivery team. However, the 24-hour reporting request does not remove or reduce your statutory rights.

Please provide:

  • Your name and order number
  • Clear photographs or videos of the issue
  • A description of the fault, damage, or incorrect item
  • Photographs of the packaging, where available

This section applies where the furniture is:

  • Faulty or damaged
  • Materially misdescribed
  • Incorrectly manufactured
  • The wrong model, size, configuration, orientation, fabric, or colour
  • Materially different from the agreed specification or approved swatch

Where the issue is our responsibility, the postcode-dependent collection charge and discretionary return fee will not apply. We will provide the remedy required by law, which may include repair, replacement, price reduction, collection, or refund depending on the circumstances.

Custom And Special-Order Fabrics And Colours

The following options are ordered, manufactured, cut, or upholstered specifically for the individual order and are treated as custom or special-order options:

Chenille:

Charcoal, Fudge, Honey, Mink, Nutmeg, Olive, Pearl, Sand, Sky, Slate.

Columbus:

Apricot, Charcoal, Ice, Jade, Pewter, Platinum, Sand, Stone.

Linen Blend:

Beige, Brown, Charcoal, Jasper, Mocha, Petrol, Silver, Slate.

Teddy Bouclé:

Black, Dove, Heather, Latte, Mink, Powder, Truffle.

Jumbo Cord:

New Teal, Silver.

Kensington:

Sky.

Plush Velvet:

Black, Bourville, Burnt Orange, Cerise, Claret, Cream, Green, Lilac, Lime, Mole, Mustard, New Teal, Olive, Pebble, Pink, Red, Teal, Turquoise.

Because these options are prepared specifically for the individual order, change-of-mind cancellation and return rights may not apply.

This does not affect your rights where the furniture is faulty, damaged, incorrectly manufactured, incorrectly supplied, or materially misdescribed.

Fabric Images, Colours, And Swatches

We make reasonable efforts to display fabrics and colours accurately. However, appearance may vary because of:

  • Screen settings
  • Room lighting
  • Surrounding décor
  • Fabric pile direction
  • Manufacturing tolerances
  • Dye-batch variations

We strongly recommend ordering a physical swatch and viewing it in the intended room under both daylight and artificial light before placing an order.

Where the delivered furniture materially matches the selected fabric, approved swatch, and confirmed order specification, a preference for a different shade, tone, or texture will normally be treated as a change of mind.

Proceeding without a swatch does not remove your rights where the wrong fabric was supplied or the furniture is faulty or materially misdescribed.

Normal fabric characteristics can include pile shading, pressure marks, temporary creasing, natural slubs, and minor tone variation. These characteristics are not necessarily manufacturing defects.

Comfort And Firmness

Comfort is subjective and can depend on body type, posture, seat depth, cushion construction, and personal preference.

Descriptions of firmness and comfort are provided as guidance. New cushions may initially feel firmer and can soften through normal use. Some cushions require regular plumping, turning, and rotation.

Where furniture materially matches its published specification and has no defect, a preference for a sofa that is softer, firmer, deeper, shallower, higher, or lower will normally be treated as a change of mind.

This does not apply where there is defective foam, failed support, incorrect filling, uneven cushioning caused by a manufacturing defect, or another confirmed fault.

Measurements, Access, Orientation, And Assembly

Sofas24 opens and assembles sofas free of charge on delivery where this service is included with the order.

Before ordering, customers are responsible for checking:

  • Product and module dimensions
  • Doorways, hallways, stairs, and lifts
  • Room dimensions and intended furniture position
  • Left-hand or right-hand orientation
  • Access restrictions, parking restrictions, and delivery requirements

Where correctly supplied furniture does not fit or cannot be assembled because of customer measurements, access restrictions, or an incorrectly selected orientation, the matter will normally be treated as a change of mind.

For an eligible statutory cancellation of a standard, non-bespoke item, the customer remains responsible for the direct collection or return cost.

This does not apply where our published dimensions were materially inaccurate or we supplied the wrong size, configuration, or orientation.

Condition Of Returned Furniture

Customers may inspect eligible furniture only to the extent reasonably necessary to establish its nature, characteristics, and suitability.

Returned furniture should be:

  • Complete
  • Clean
  • Unaltered
  • Free from avoidable damage
  • Free from stains and strong odours
  • Free from pet contamination
  • Returned with all accessories and parts
  • Returned with permanent fire-safety labels attached

Where handling beyond reasonable inspection has caused an actual reduction in value, we may make a proportionate deduction from the refund. This may include evidenced cleaning, repair, replacement-part, or reduced resale-value costs.

Delivery Inspection

At delivery, customers may be asked to inspect and confirm:

  • The correct product and configuration
  • The selected fabric and colour
  • The correct number of modules
  • Missing parts or accessories
  • Obvious external damage

Delivery photographs and a signed delivery record may be considered when investigating a claim.

Signing a delivery record does not remove statutory rights, prevent a customer from reporting a hidden defect, or remove an applicable cancellation right.

Clearance And Ex-Display Items

Clearance and ex-display products may have disclosed cosmetic imperfections, marks, or signs of previous display use. Known issues will be described before purchase where reasonably possible.

A customer cannot claim that an item is faulty solely because of a defect that was clearly disclosed and accepted before purchase.

However, clearance pricing or “sold as seen” wording does not remove statutory rights relating to undisclosed faults, structural or manufacturing defects, misdescription, or applicable online cancellation rights.

Where a clearance item is also genuinely bespoke or personalised, the bespoke-goods cancellation exception may apply.

Refunds

For an eligible statutory cancellation, we will refund:

  • The price paid for the returned furniture
  • The cost of our least expensive standard outbound delivery option, where applicable

We may deduct:

  • The agreed direct collection or return cost
  • A proportionate amount for an actual reduction in value caused by handling beyond reasonable inspection
  • Direct costs caused by a failed customer-responsible collection

We may withhold the refund until we have received the furniture or the customer has supplied evidence that it has been returned.

Refunds will normally be issued within 14 days after we receive the returned furniture or valid evidence of return, using the original payment method unless otherwise agreed.

Any discretionary return fee described in Section 5 applies only where the return is accepted outside the customer’s statutory cancellation rights.

Contact Us

Email: hello@sofas24.co.uk

Telephone: 0330 1333841

Address: 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX

Furniture must not be returned without prior written authorisation.

Checkout Acknowledgements

Fabric and Colour

I confirm that I have reviewed my selected fabric and colour and have had the opportunity to request a physical swatch. I understand that screens, lighting, dye batches, and fabric pile direction can affect colour appearance.

Comfort

I understand that comfort is subjective and confirm that I have reviewed the product’s firmness, seat depth, cushion construction, and published specifications.

Measurements and Assembly

I confirm that I have checked the product dimensions, access route, room measurements, configuration, and orientation. I understand that I am responsible for ensuring that the furniture fits through the available access route and in the intended room.

Bespoke and Special-Order Products

I understand that products made to a genuinely individual specification, including listed custom and special-order fabrics or colours, may not qualify for change-of-mind cancellation or return rights.

Returns and Collection

I understand that eligible online standard items may be cancelled within the applicable statutory period. I understand that I will be responsible for the direct return or postcode-dependent collection cost for a change-of-mind return.

Damage and Faults

I agree to inspect the furniture promptly after delivery and report visible delivery damage as soon as possible, preferably within 24 hours. I understand that this reporting request does not affect my statutory rights.

Clearance Products

I understand that clearance or ex-display products may contain defects or cosmetic imperfections that are clearly disclosed before purchase. My statutory rights relating to undisclosed faults, misdescription, and applicable cancellation rights remain unaffected.