Returns & Refunds Policy

If you need to return a product due to a fault or change of circumstances, please reach out to our dedicated support team to try and resolve the issue. If a resolution cannot be reached, please download and complete the RMA form and return it to sales@sofainstore.co.uk. Our warranty periods can be found on our website.

Product Returns: 14-Day Following The Purchase

Return of unused items is free up to 14 days from the delivery date, from any place in the UK mainland, excluding northern parts of Scotland (Highlands and Scottish Isles) and Ireland. For those areas, the return cost has to be covered by the customer. To qualify for the free return policy, the items must be returned in their original packaging. Business customers are responsible for the cost of return shipping.

Repair Service

After the initial 14-day period, should any issues arise with your sofa, we will arrange for a repair service. While we strive to conduct repairs promptly at your home, there are instances where we may need to take the sofa away for a maximum of 14 days to complete the necessary repairs. Before we collect the sofa for repair, we will need to order any required parts, which can take between 1 and 8 weeks to arrive. We appreciate your patience during this period, but rest assured, your repair request is logged, and parts are ordered. We will reach out to you again to confirm the date for repair or collection.

Refund Policy

Please be aware that under this policy, there is no automatic right to a refund. The decision to provide a refund rests solely with us and is not an automatic entitlement. Our commitment is to repair the sofa based on the aforementioned guidelines. Refunds will be provided solely at our discretion and only under exceptional circumstances.

If you decide to return the item and exchange it for another, please note that you will be required to pay the delivery fee for the new item (£100). Failure to adhere to a scheduled collection appointment, regardless of the cause, will result in the imposition of rebooking charges.

Missing Items

If you have received products with missing items from your order, please contact us immediately on the day of receipt. Our warehouse team monitors all items dispatched and we can check your consignment to determine what has happened. In the unlikely event that we have sent you incorrect or missing goods, we will make every effort to ship the missing items as soon as possible.

Cancellations

Our warehouse dispatches orders at 2:30 PM from Monday to Friday. If you would like to cancel your order, you have until 4:30 PM on the same day to do so. We ask that you call us as soon as possible, as cancellations via email may not be processed in time. If you call after 2:30 PM, your order will have already been dispatched, and you will need to follow the refund procedure outlined above.