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Refund Policy

Returns, Exchanges & Cancellations Policy

The Sofa Shop
Website: thesofashop.uk
Email: [email protected]

Last Updated: 3 September 2026

At The Sofa Shop, we want you to feel confident when ordering your furniture.

If you change your mind, need to cancel an order, require an exchange or experience an issue with your furniture, our customer support team is here to help.

This policy explains our process for cancellations, change-of-mind returns, exchanges and refunds.

Nothing in this policy is intended to remove or restrict any statutory rights you may have under applicable UK consumer law.

01 — At a Glance

14 Days

Home Trial Period

For eligible sofas, you have 14 days from delivery to decide whether the sofa is right for your home, subject to the condition requirements in this policy.

7 Business Days

Refund Processing

Eligible refunds are normally processed within 7 business days after the returned furniture has arrived at our warehouse and passed the relevant inspection.

48 Hours

Free Cancellation Window

Eligible non-custom orders can be cancelled without the late-cancellation charge up to 48 hours before the confirmed delivery date, subject to the terms below.

02 — 14-Day Sofa Trial

For eligible sofas, you have 14 days from the date of delivery to decide whether your sofa is suitable for your home.

This allows you to:

  • Sit on the sofa

  • Test its comfort

  • Test reclining functions

  • Test electrical functions

  • Check the appearance

  • Consider how it works within your room

You do not need to retain the original delivery packaging.

Our delivery team removes the packaging during installation, allowing you to use and assess the sofa immediately.

The sofa must be returned in accordance with the condition requirements below.

03 — Condition of Returned Furniture

For a change-of-mind return, the furniture must be returned in as-new and resaleable condition, allowing only the reasonable handling and examination necessary to establish its nature, characteristics and functionality.

The sofa should be free from:

  • Stains

  • Marks

  • Scratches

  • Scuffs

  • Tears

  • Damage

  • Excessive wear

  • Smoke odours

  • Cooking odours

  • Strong pet odours

  • Signs of misuse

  • Missing components

  • Missing remotes

  • Missing accessories

  • Other damage that affects resaleability

Customers should take reasonable care of furniture during the trial period.

Furniture must not be dismantled, modified, repaired or altered without our prior agreement.

04 — Inspection on Collection

Where The Sofa Shop arranges collection, our collection team may inspect the furniture at your property before loading it.

The inspection may include checking:

  • Overall condition

  • Upholstery

  • Frames

  • Reclining mechanisms

  • Electrical components

  • Remotes

  • Accessories

  • Other supplied components

If the furniture has been damaged or materially used beyond what is reasonably necessary to assess its nature, characteristics and functionality, we may refuse collection or apply an appropriate deduction from the refund where permitted by law.

Where significant damage has occurred, we may be unable to accept the furniture as a standard change-of-mind return.

Any assessment will take account of the circumstances and your applicable statutory rights.

05 — Complimentary Delivery Services

Where included with your original purchase, the following services are provided as part of our delivery service:

  • Room-of-choice delivery

  • Two-man delivery

  • Sofa assembly

  • Positioning and levelling

  • Product demonstration

  • Testing of relevant functions

  • Packaging removal

These services are provided as part of the overall delivery service and do not represent separate products purchased by the customer.

Where a customer exercises a change-of-mind return, the treatment of delivery and collection charges will depend on the circumstances of the return and applicable consumer law.

06 — Change-of-Mind Returns

If you decide that an eligible sofa is not right for you during the applicable 14-day trial period, please contact us before arranging or attempting to return it.

Our support team will confirm whether the product is eligible for return and provide the appropriate return instructions.

For change-of-mind returns, the customer may be responsible for the reasonable cost of returning the furniture, subject to the applicable terms and statutory rights.

Where The Sofa Shop arranges specialist collection, a £99 collection charge may apply to cover the cost of the two-person furniture collection service.

This charge does not apply where the return is due to faulty, damaged, incorrectly supplied or otherwise non-conforming goods where we are legally responsible for the return costs.

07 — Original Delivery Charge

For eligible change-of-mind returns, the treatment of the original delivery charge will depend on the circumstances of the order and applicable consumer law.

Where a delivery charge is refundable, the applicable refundable delivery amount will be included in the refund.

Complimentary services, including assembly, room-of-choice placement, demonstration and packaging removal, do not have a separate cash value and are not separately refundable.

08 — Collection by The Sofa Shop

If you choose our collection service for an eligible change-of-mind return:

Collection charge: £99

The charge covers the specialist two-person transport required to safely collect large furniture.

The collection team will arrange a suitable collection appointment with you.

The sofa must be accessible and reasonably ready for collection at the agreed time.

Please ensure that:

  • The collection route is clear

  • The sofa can be safely accessed

  • Personal belongings have been removed

  • Remotes and accessories are included

  • Any detachable components supplied with the sofa are included

09 — Self-Arranged Return

You may choose to arrange the return of eligible furniture yourself.

Where you choose this option:

  • You are responsible for arranging suitable transportation

  • You are responsible for the transportation cost

  • The furniture must be transported safely

  • The furniture must arrive at our designated return location

  • The furniture remains your responsibility until it is received by The Sofa Shop

Please contact us before arranging a self-return so that we can provide the correct delivery instructions.

Do not send furniture to an address other than the return location provided by our team.

10 — Exchanges

If you would prefer to exchange your sofa rather than receive a refund, please contact our support team.

An exchange may be possible where:

  • The original sofa is eligible for return

  • The sofa meets the applicable condition requirements

  • The replacement product is available

  • Any difference in product price is paid or refunded as applicable

For a customer-requested exchange, the standard £99 collection charge may apply where The Sofa Shop collects the original sofa.

The delivery charge applicable to the replacement sofa will also apply where relevant.

If the exchange is required because the original furniture is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, different remedies and cost arrangements may apply under UK consumer law.

11 — Cancelling an Order

If you wish to cancel an order, please contact us as soon as possible.

Cancellation arrangements depend on:

  • Whether the furniture is standard or custom-made

  • Whether manufacturing has started

  • Whether the order has been dispatched

  • Whether a delivery date has been confirmed

  • How close the cancellation is to the scheduled delivery

  • Your statutory cancellation rights

Where applicable, we will confirm whether your cancellation can be processed and whether any charges apply.

12 — Free Cancellation Window

For eligible non-custom orders, cancellation may be made without our late-cancellation charge up to 48 hours before the confirmed delivery date.

Please contact us as early as possible if you wish to cancel.

This 48-hour provision is a commercial cancellation arrangement and does not override any statutory cancellation rights that may apply.

13 — Late Cancellation

Where an eligible order is cancelled less than 48 hours before a confirmed delivery appointment, a £100 cancellation charge may apply.

This charge reflects costs that may already have been incurred in preparing the vehicle, delivery route and specialist delivery team.

The charge will not be applied where doing so would conflict with your statutory rights.

14 — Missed Delivery or Collection Appointment

If you are unable to receive or return your furniture at an agreed delivery or collection appointment, please contact us as soon as possible.

Where a collection appointment is missed without sufficient notice, a £100 rebooking charge may apply before another collection appointment is arranged.

We will consider exceptional circumstances reasonably.

This charge does not affect any statutory rights you may have.

15 — Faulty, Damaged or Incorrect Furniture

The 14-day change-of-mind policy should not be confused with your statutory rights relating to faulty, damaged, incorrectly described or incorrectly supplied goods.

If your furniture:

  • Arrives damaged

  • Develops a fault

  • Does not match its description

  • Is not of satisfactory quality

  • Is not fit for its intended purpose

  • Is missing important components

  • Is otherwise not in conformity with the contract

please contact us as soon as possible.

We will assess the issue and provide an appropriate remedy in accordance with applicable UK consumer law.

Depending on the circumstances, a remedy may include:

  • Repair

  • Replacement

  • Refund

  • Price reduction

  • Another appropriate remedy

Where we are responsible for the problem, we will not require you to bear costs that the law requires us to cover.

16 — Damage Discovered After Delivery

If you discover damage after our delivery team has left, please contact us as soon as reasonably possible.

Please provide:

  • Your order number

  • A description of the issue

  • Photographs or video where available

  • Details of when the issue was discovered

Our team will investigate the issue and advise you of the appropriate next step.

Please do not attempt to repair, modify or dismantle the furniture without contacting us first.

17 — Custom, Bespoke & Made-to-Measure Furniture

Custom, bespoke and made-to-measure furniture may be subject to different cancellation and return arrangements.

This can include furniture manufactured specifically to your requested:

  • Dimensions

  • Configuration

  • Fabric

  • Colour

  • Finish

  • Materials

  • Features

  • Other bespoke specifications

Before placing an order for bespoke or made-to-order furniture, please review the product-specific cancellation and return terms provided to you.

Where a statutory cancellation or other consumer right applies, nothing in this section is intended to restrict that right.

18 — Furniture Protection Products

If you purchase optional Furniture Protection or insurance cover with your furniture, cancellation of that protection product may be subject to the terms of the relevant insurance or protection provider.

Where applicable, you may cancel the cover within the applicable cooling-off period for a full refund, provided no claim has been made.

After the applicable cancellation period, premiums may be non-refundable.

Claims relating to accidental damage, extended protection or other insured events are handled in accordance with the terms of the relevant policy provider.

The insurance or protection provider's policy documentation takes precedence for matters relating specifically to that protection product.

19 — Missing Components or Accessories

If an item or component appears to be missing from your delivery, please contact us as soon as possible, preferably on the day of delivery.

Please provide your order number and details of the missing item.

We will check the relevant dispatch, warehouse and delivery records and work with you to resolve the issue.

Where appropriate, we may send replacement components rather than requiring the complete furniture item to be returned.

20 — Return Authorisation

Please contact our customer support team before returning or arranging transportation of furniture.

Where required, we will provide return instructions and may issue a Return Merchandise Authorisation (RMA) or other return reference.

Furniture returned without prior authorisation may experience delays in processing.

Do not send furniture to an address other than the return location provided by The Sofa Shop.

21 — Refunds

Once returned furniture has arrived at our designated facility and the relevant inspection has been completed, we will determine the amount of any refund due.

Eligible refunds are normally processed within 7 business days following completion of the return inspection.

Where applicable, the refund may take account of:

  • Applicable collection charges

  • Applicable delivery charges

  • Any permitted deductions for damage or diminished value

  • Any applicable price difference

  • Other charges expressly permitted under the applicable terms

We will communicate any significant deduction and, where appropriate, the reason for it.

Refunds will normally be made using the original payment method unless otherwise agreed or required by law.

22 — Deductions for Damage or Excessive Use

Where permitted by applicable law, a deduction may be made from a change-of-mind refund where the value of the furniture has been reduced because it has been handled beyond what was reasonably necessary to establish its nature, characteristics and functionality.

Examples may include:

  • Significant staining

  • Physical damage

  • Tears

  • Scratches

  • Missing components

  • Missing accessories

  • Unauthorised modifications

  • Excessive wear

  • Other damage affecting resale value

We will consider the circumstances of each return individually.

No deduction will be made where it is not permitted by applicable law.

23 — Old Sofa Removal & Returns

If you have used our optional old furniture removal service, this service is separate from the return of your new furniture.

Once an old sofa or other furniture has been collected under the removal service, it becomes the property of The Sofa Shop for appropriate disassembly, reuse, recycling or disposal.

For this reason, old furniture removal cannot normally be reversed once collection has taken place.

This does not affect your statutory rights concerning the purchase of your new furniture.

24 — Refund Timescale

Our standard internal target is to process eligible refunds within 7 business days after the returned furniture has arrived and completed the relevant inspection.

The time taken for funds to appear in your account may vary depending on your bank, card issuer or payment provider.

If there is a delay with your refund, please contact our support team.

25 — Your Statutory Rights

Nothing in this Returns, Exchanges & Cancellations Policy is intended to exclude or restrict your statutory rights under UK law.

Depending on the circumstances, UK consumers may have legal rights concerning:

  • Faulty goods

  • Goods that are not as described

  • Goods that are not fit for purpose

  • Goods that are not of satisfactory quality

  • Delivery

  • Cancellation

  • Refunds

  • Repairs

  • Replacements

  • Price reductions

Your statutory rights may differ depending on the type of purchase and the circumstances.

Where there is a conflict between this policy and a mandatory legal right, the applicable legal right will prevail.

26 — How to Start a Return, Exchange or Cancellation

Please contact our support team with:

  • Your full name

  • Order number

  • Product details

  • Reason for contacting us

  • Preferred outcome

Our team will explain the next steps and provide any necessary return or cancellation instructions.

Contact Support

Email: [email protected]

The Sofa Shop
Safe use. Proper care. Better furniture.

27 — Policy Updates

We may update this policy from time to time to reflect:

  • Changes to our products

  • Changes to our services

  • Changes to our delivery arrangements

  • Changes to our business processes

  • Changes in applicable law or regulation

The latest version will be published on our website together with the relevant Last Updated date.