Returns, Exchanges & Cancellations
Customer Care
At The Sofa Shop, we want you to feel completely confident in your purchase. If you need to return, exchange, or cancel an order, the information below explains our process, timeframes, fees, and requirements.
At a Glance
14 Days
In-Home Trial Period
7 Business Days
Refund Processing
48 Hours
Free Cancellation Window
01 — 14-Day Trial & Condition Rules
How does the 14-day trial work?
You have 14 calendar days from the date of delivery to decide whether your sofa is right for you.
You do not need to keep the original delivery packaging. Our white-glove delivery team will remove and recycle the packaging materials during delivery.
If you decide to return your sofa, simply contact our support team within the trial period to begin the return process.
What condition must the sofa be in?
To qualify for a return, the sofa must be returned in pristine, resalable condition.
The sofa must be free from:
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Stains or liquid marks
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Scuffs, tears, or fabric pulls
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Smoke, cooking, or pet odours
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Damage caused by misuse or alterations
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Excessive signs of wear
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Missing components
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Missing power cables, remotes, or accessories
Please take reasonable care of the sofa throughout the trial period. Returns that do not meet these condition requirements may be refused or may be subject to a deduction from the refund.
What happens during collection?
Our transport team will visually inspect the sofa at your home before loading it for collection.
If the sofa does not meet our return condition requirements, the collection may be declined or a deduction may be calculated based on the condition of the item.
02 — Delivery, Collection & Fees
Is delivery included?
Yes. Our complimentary delivery service includes:
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Room-of-choice placement
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Full assembly
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Demonstration of electronic features
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Removal and disposal of delivery packaging
Complimentary delivery has no standalone cash value and is non-refundable.
Will my £99 delivery fee be refunded?
Where a return is authorised, the standard £99 delivery fee will be fully refunded, provided the returned sofa passes our final warehouse inspection.
Is there a collection fee?
If you ask us to arrange collection, a £99 collection fee will be deducted from your refund.
This covers the two-person transport service required for the safe handling of large and heavy furniture.
Can I return the sofa myself?
Yes. If you arrange your own transport and the sofa arrives undamaged and passes our inspection, no collection or handling fee will be charged.
Please contact our support team before arranging a self-return so we can provide the correct return instructions.
Can I cancel my order?
Non-customised sofa orders can be cancelled free of charge up to 48 hours before the scheduled delivery date.
Cancellations made within 48 hours of the scheduled delivery may incur a £100 courier engagement fee.
Custom or made-to-order items may be subject to different cancellation terms.
What happens if I miss my collection?
If our collection team is unable to access the property or collect the sofa during the agreed collection window, a £100 rebooking fee may apply.
Please make sure the property is accessible and that the sofa is ready for collection at the agreed time.
03 — General Support & FAQs
How do I start a return?
Contact our support team with your order number.
We will:
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Review your order and return eligibility.
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Generate a Return Merchandise Authorisation (RMA).
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Arrange the collection or provide instructions for a self-return.
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Confirm the next steps for your refund.
Can I exchange my sofa?
Yes. You may request an exchange for a different model or colour during your 14-day trial period.
The original sofa must meet all return condition requirements.
A £99 collection fee will apply, along with the applicable delivery charges for the replacement item.
Can I cancel my Furniture Protection Plan?
Yes. You can receive a 100% refund within 14 days of receiving your Certificate of Insurance, provided no claims have been made.
After the 14-day period, protection-plan premiums are non-refundable.
When will I receive my refund?
Once the returned sofa arrives at our warehouse and passes the final inspection, your refund will be processed to the original payment method within 7 business days.
Please note that your bank or card provider may require additional time to make the funds available.
What if an item or part is missing from my delivery?
Please notify us within 24 hours of delivery.
Our team will check the order against our dispatch records and, where appropriate, arrange for the missing component or accessory to be shipped using priority delivery.
What about custom or made-to-order furniture?
Custom and made-to-order furniture may have unique manufacturing timelines and cancellation restrictions.
Please review and confirm the applicable bespoke terms before completing your purchase.
Your statutory rights under applicable UK Consumer Rights legislation are not affected by these terms.
Need Help With an Order?
Our dedicated support team is available to assist with cancellations, returns, exchanges, and delivery updates.
Contact Support Team
Email: [email protected]