Refund policy

Product Returns:

If you need to return a product due to a fault or a change of circumstances, we ask that you first 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 [email protected]. Our warranty periods can be found on our website.

Returns Policy: 14 Days After Delivery

You may return your order within 14 days of delivery. You do not need the original packaging to return your sofa — packaging removal is complimentary and our team removes it as part of your delivery — and you are welcome to unwrap, sit on and test your sofa and its functions, just as you would in our showroom.

Condition of Returned Goods:

To qualify for return, your sofa must be kept in as-new, resaleable condition throughout your 14-day trial — no marks, scuffs, damage, odours (including smoke, cooking or pet odours), stains or other signs of use, and with all parts, remote controls and accessories present. By law we can only accept a return we are able to resell as new, so please look after the sofa carefully during your trial.

Our collection driver inspects the sofa at your home before it is taken away. If it does not meet this standard, the driver will not accept it for collection — the item cannot be resold, so the return cannot proceed and the sofa remains with you. If you would like us to collect it regardless of condition, we can, but the refund due will be reduced to reflect the item's reduced or nil resale value, which may mean little or no refund.

Delivery Fee and Collection Fee:

Where your sofa is collected and passes inspection as resaleable, we refund the sofa price and the £99 delivery fee. Returning a sofa requires the same two-man specialist handling as delivering one: a separate £99 collection fee applies to recover a qualifying return from your home and is deducted from your refund. Alternatively, you may return the item to our warehouse yourself at your own cost using suitable transport and adequate protection, in which case no collection fee applies; you remain responsible for the item until it reaches us, and any transit damage is assessed as above.

Complimentary Services:

Assembly, room-of-choice delivery, demonstration and packaging removal are complimentary services provided alongside your delivery fee and carry no separate charge. Old sofa removal charges and charges for missed delivery or collection attempts are non-refundable.

Exchanges

If you decide to return your item and exchange it for another, the returned item is subject to the condition standard and collection fee above, and the applicable delivery fee is payable for the delivery of the new item.

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, parts are ordered, and we will reach out to you again to confirm the date for repair or collection.

Refunds

Refunds for returns under this policy are processed once the returned item has been received and inspected at our warehouse, normally within 7 business days, less any applicable deductions, collection charges and non-refundable services set out above. Outside the 14-day return period, refunds for non-faulty goods are provided solely at our discretion and only in exceptional circumstances; our commitment is to repair in accordance with the guidelines above. Nothing in this policy affects your statutory rights, including your rights in respect of faulty goods.

Missed Collection Appointments

Failure to adhere to a scheduled collection appointment, regardless of the cause, will result in a £100 rebooking charge, payable before a new collection date is arranged or deducted from any refund due.

Missing Items

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

Cancellations

With the exception of custom and made-to-measure products, you may cancel your order without charge at any time up to 48 hours before your scheduled delivery date. Cancellations within 48 hours of delivery incur the £100 courier engagement fee, as the delivery will already have been committed. Please call us as soon as possible on 0330 088 2522, as cancellations via email may not be processed in time. If your order has already been delivered, please follow the returns procedure above.