Refund policy
Last updated: 8 September 2025
We want you to love your purchase. If not, you can return eligible items within 30 days from the date of delivery. How we handle returns depends on the reason:
Change of mind: we’ll arrange a two-person collection. A 10% restocking & pickup fee is deducted from your refund.
Our fault (faulty, damaged, or not as described): we cover all collection/return costs and there is no fee.
1) How to start a return
Email hello@sofas24.co.uk
with your order number, the item(s) you want to return, and your pickup availability. We’ll confirm a collection date and any packing guidance.
2) Condition of items
Please return items in new/resaleable condition with all parts, accessories and fixings. Keep original packaging where possible; if you don’t have it, use suitable protective packaging. If an item has been handled beyond what’s necessary to check size/fit, we may make a reasonable deduction for any loss in value as permitted by law.
Made-to-order/bespoke items: once production has started, these are not eligible for change-of-mind returns (your statutory rights remain).
3) Change-of-mind returns (10% fee)
We arrange the collection via a two-person team.
A 10% restocking & pickup fee will be deducted from the order value before refunding.
If a collection is missed or access is not possible on the agreed date, we may need to rebook; additional charges may apply.
4) Faulty, damaged or incorrect items (our fault)
Contact us within 48 hours of delivery with photos/videos. We will repair, replace or refund and cover all collection/return costs. No restocking fee applies.
5) Refunds
Once the item is received back and inspected, we’ll issue the refund to your original payment method within 5 business days. Your bank or card provider may take a little longer to show the funds.
6) Exchanges
If you prefer an exchange, tell us when you request the return. We’ll confirm stock and arrange the swap (any price difference settled before delivery).
7) Contact
Email: hello@sofas24.co.uk
Phone: 0330 133 3841
Address: 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom
This policy does not affect your statutory rights.
