Home Trial Period
Refund Processing Time
Free Cancellation Window
Our 14-Day Sofa Trial & Condition Rules
14-Day Sofa Trial
You have 14 days from delivery to ensure your sofa is perfect for your home. You do not need to save original packaging—our team removes it during setup so you can unwrap and test features immediately.
Condition Requirements
To accept a return, items must remain in as-new, resaleable condition. The sofa must be free from:
- Stains, marks, scuffs, or scratches
- Smoke, cooking, or pet odours
- Signs of misuse or excessive wear
- Missing remotes, components, or accessories
Inspection at Collection
Our collection team will inspect the sofa at your property before loading. If condition requirements aren't met, collection may be refused. Removal of damaged items may incur substantial refund reductions.
Complimentary Delivery Services
Room-of-choice placement, sofa assembly, product demonstrations, and packaging removal are provided at no extra cost. These free services carry no standalone refundable cash value.
Delivery, Collection & Fee Summary
| Service / Action | Associated Fee | Details & Terms |
|---|---|---|
| Original Delivery Refund | £99 Refunded | Full delivery fee is refunded upon successful item inspection. |
| Store Arranged Collection | £99 Fee | Deducted from refund to cover specialist 2-person transport. |
| Self-Arranged Return | Free (Your Expense) | You may arrange transport directly to our warehouse. |
| Order Cancellation (> 48 hrs) | Free | Cancel non-custom orders free up to 48 hours prior to delivery. |
| Late Cancellation (< 48 hrs) | £100 Fee | Courier engagement fee applies if cancelled within 48 hours. |
| Missed Collection Appointment | £100 Fee | Rebooking charge applied prior to rescheduling collection. |
Frequently Asked Questions
How do I start a return or exchange?
Contact our customer support team first. If the issue cannot be resolved, we will provide you with official return instructions and, where required, an Return Merchandise Authorization (RMA) form.
How do product exchanges work?
If you prefer an exchange over a refund, your original sofa must meet our condition requirements. The standard £99 collection fee applies for pick-up, plus the delivery charge for your new replacement sofa.
What happens with optional Furniture Protection?
You can cancel your Furniture Protection cover within 14 days of receiving your Certificate of Insurance for a full refund (provided no claim has been made). After 14 days, premiums are non-refundable. Accidental damage or extended cover claims are handled directly through the policy provider.
How fast will I get my refund?
Eligible refunds are processed within 7 business days following warehouse arrival and quality inspection. Fees and condition deductions are taken into account prior to final payout.
What if an item is missing from my delivery?
Please contact us on the day your order arrives with your order details. We cross-reference dispatch logs and warehouse records immediately to resolve missing components.
Are custom or made-to-measure orders refundable?
Custom and made-to-measure sofas are subject to different cancellation terms. Please reach out directly to our team before ordering to review bespoke terms. Nothing in this policy limits your statutory rights under UK consumer law.
Need Help With Your Order?
Whether you need to cancel, arrange a return, or ask a question, our support team is standing by.