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, incorrectly manufactured, 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 this policy

Bespoke specifications will be identified before purchase and confirmed as part of the order.

Your rights relating to faulty, damaged, incorrectly manufactured, incorrectly supplied, or materially 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 or collection 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 using standard postal services.

For an eligible change-of-mind return, the customer is responsible for the direct cost of returning the furniture.

Where Sofas24 arranges collection of the returned furniture, a return collection charge will apply.

The amount of the collection charge will depend primarily on the collection postcode. Other factors may also affect the collection charge, including:

  • The size of the order

  • The number of items being collected

  • Access conditions at the collection address

  • Carrier requirements

  • Any special handling or collection requirements

The applicable collection charge will be confirmed with the customer before the collection is arranged.

The collection charge may either be:

  • Paid separately by the customer, or

  • Deducted from the customer's refund

Customers may arrange their own return using a suitably insured furniture carrier, subject to our prior written approval.

Where a customer arranges their own return, the customer remains responsible for the furniture until it has been safely received by Sofas24.

Additional direct collection costs may apply where a collection cannot be completed because:

  • No responsible person is available at the agreed collection time

  • The furniture is not ready for collection

  • The furniture has been dismantled incorrectly

  • Access information supplied by the customer was inaccurate or incomplete

  • Parking or access restrictions were not disclosed

  • An additional collection visit is required because of circumstances for which the customer is responsible

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

Discretionary Returns

Where statutory cancellation rights do not apply, Sofas24 may choose to accept a return at its discretion.

Any discretionary return must be agreed by us in writing before the furniture is returned or a collection is arranged.

Where a discretionary return is accepted and Sofas24 arranges the collection, a return collection charge will apply.

The amount of the collection charge will depend on the collection postcode, together with relevant collection factors such as:

  • Size and quantity of furniture

  • Access conditions

  • Carrier requirements

  • Collection requirements

  • Any additional handling required

The applicable collection charge will be confirmed before the collection is booked.

Additional deductions may only apply where reasonable costs or an actual reduction in value have resulted from:

  • Cleaning

  • Repairs

  • Missing parts

  • Customer-caused damage

  • Excessive handling

  • Stains or strong odours

  • Missing accessories

  • Other damage or deterioration that reduces the value of the furniture

Any deduction will reflect the actual circumstances and reasonable costs involved.

Return collection charges and deductions relating to a change-of-mind or discretionary return will not apply where the furniture is confirmed to be faulty, damaged, incorrectly supplied, incorrectly manufactured, or materially misdescribed and the return is our responsibility.

Damaged, Faulty, Incorrectly Supplied, Or Misdescribed Furniture

Please inspect your 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 an issue promptly helps us investigate the matter with our delivery and manufacturing teams.

However, the 24-hour reporting request does not remove or reduce your statutory rights.

When reporting an issue, please provide:

  • Your full name

  • Your 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

  • Incorrectly supplied

  • The wrong model

  • The wrong size

  • The wrong configuration

  • The wrong orientation

  • The wrong fabric

  • The wrong colour

  • Materially different from the agreed specification or approved swatch

Where the issue is our responsibility, the return collection charge that would normally apply to a change-of-mind or discretionary return will not apply.

We will provide the remedy required by law, which may include:

  • Repair

  • Replacement

  • Price reduction

  • Collection

  • Refund

The appropriate remedy will depend on the individual circumstances.

Custom & Special-Order Fabrics and Colours

The fabric and colour options listed below are classified by us as Special-Order Options because they are ordered, allocated, cut and/or upholstered specifically to fulfil the customer's selected configuration.

These combinations have significantly more limited resale demand than our standard stock options. Once production or upholstery has taken place, returned furniture may therefore need to be inspected, reprocessed, stored, remarketed and/or sold at a reduced price.

Special-Order Return Deduction

Where we agree to accept a change-of-mind return of furniture manufactured or supplied in one of the Special-Order Options listed below, and where the customer's statutory cancellation rights do not require a full refund, a 20% Special-Order Return Deduction will apply.

This deduction contributes towards the reduced resale value and additional commercial costs associated with recovering, inspecting, handling, storing, reprocessing and remarketing furniture produced in a less readily resalable fabric or colour.

Collection and Return Costs

The 20% Special-Order Return Deduction does not include collection or return transport costs.

Where we arrange collection of the furniture on the customer's behalf, a separate collection charge will apply in addition to the 20% Special-Order Return Deduction. The applicable collection charge will be confirmed to the customer before collection is arranged.

Where agreed by us, customers may arrange their own return at their own cost, subject to our return instructions and the furniture being returned to the specified return location in the required condition.

For clarity, an accepted change-of-mind return may therefore be subject to:

  • a 20% Special-Order Return Deduction; plus

  • a separate collection charge, where collection is arranged by us.

These are separate charges and relate to different costs associated with the return.

Special-Order Fabric and Colour 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

Change-of-Mind Returns

Furniture supplied in the Special-Order Options above has more limited resale demand because the fabric and colour have been selected for the individual customer's order.

Where we accept a change-of-mind return, the 20% Special-Order Return Deduction will be deducted from the amount otherwise refundable.

Any applicable collection charge is separate from the 20% deduction and will also be deducted from the refund where collection is arranged by us, unless it has been paid separately.

Acceptance of a return is subject to the furniture being returned in accordance with our Returns Policy and in an appropriate condition for inspection and resale.

Faulty, Damaged or Incorrect Goods

The Special-Order Return Deduction is intended for applicable change-of-mind returns. It does not remove or restrict a customer's statutory remedies where furniture is faulty, damaged, incorrectly manufactured, incorrectly supplied or materially not as described.

Fabric Images, Colours And Swatches

We make reasonable efforts to display fabrics and colours accurately.

However, the appearance of fabrics and colours may vary because of:

  • Screen settings

  • Device display differences

  • Room lighting

  • Natural daylight

  • Artificial 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 lighting 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, texture, or appearance will normally be treated as a change of mind.

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

Normal fabric characteristics can include:

  • Pile shading

  • Pressure marks

  • Temporary creasing

  • Natural slubs

  • Minor tone variations

These characteristics are not necessarily manufacturing defects.

Comfort And Firmness

Furniture comfort is subjective and can depend on factors including:

  • Body type

  • Sitting position

  • Posture

  • Seat depth

  • Cushion construction

  • Filling type

  • 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 may require regular:

  • Plumping

  • Turning

  • Rotation

Where furniture materially matches its published specification and has no defect, a preference for furniture that feels 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

  • Another confirmed product 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 placing an order, customers are responsible for checking:

  • Product dimensions

  • Module dimensions

  • Doorways

  • Hallways

  • Staircases

  • Lifts

  • Room dimensions

  • Intended furniture position

  • Left-hand or right-hand orientation

  • Access restrictions

  • Parking restrictions

  • 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 product, the customer remains responsible for the applicable return or collection cost.

Where Sofas24 arranges the collection, the collection charge will depend on the collection postcode and relevant collection requirements.

This does not apply where:

  • Our published dimensions were materially inaccurate

  • We supplied the wrong size

  • We supplied the wrong configuration

  • We supplied the wrong 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

  • Free from strong odours

  • Free from pet contamination

  • Returned with all accessories

  • Returned with all 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 costs relating to:

  • Cleaning

  • Repairs

  • Replacement parts

  • Customer-caused damage

  • Missing parts or accessories

  • Reduced resale value

Any deduction will reflect the actual reduction in value or reasonable costs incurred.

Delivery Inspection

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

  • The correct product has been delivered

  • The correct configuration has been supplied

  • The selected fabric has been supplied

  • The selected colour has been supplied

  • The correct number of modules has been delivered

  • All parts and accessories are present

  • There is no obvious external damage

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

Signing a delivery record does not:

  • Remove your statutory rights

  • Prevent you from reporting a hidden defect

  • 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 defects

  • Manufacturing defects

  • Misdescription

  • 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

Where applicable, we may deduct:

  • The agreed return collection charge

  • A proportionate amount for an actual reduction in value caused by handling beyond what is reasonably necessary to inspect the furniture

  • Direct costs resulting from a failed customer-responsible collection

Where Sofas24 arranges the return collection, the collection charge will depend on the collection postcode, along with relevant factors such as the size of the order, access conditions, and collection requirements.

The applicable collection charge will be confirmed with the customer before collection is arranged.

We may withhold the refund until:

  • We have received the returned furniture, or

  • The customer has supplied satisfactory evidence that the furniture has been returned

Refunds will normally be issued within 14 days after we receive the returned furniture or valid evidence of return.

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

Where a discretionary return is accepted outside the customer's statutory cancellation rights, any applicable return collection charge and other reasonable direct costs will be confirmed before collection is arranged.

No automatic percentage-based restocking charge will be applied.

Contact Us

For cancellations, returns, faults, damage, or other enquiries, please contact:

Email: hello@sofas24.co.uk

Telephone: 0330 1333841

Please contact us before arranging or sending any return.

Furniture must not be returned without our 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

  • The access route

  • Room measurements

  • Configuration

  • 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 applicable 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 cancellation period.

For a change-of-mind return, I understand that I am responsible for the applicable return cost.

Where Sofas24 arranges collection, I understand that a return collection charge will apply.

I understand that the amount of the collection charge will depend on my collection postcode, together with factors such as the size of my order, access conditions, and collection requirements.

I understand that the applicable collection charge will be confirmed before collection is arranged and may be paid separately or deducted from my refund.

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.