RETURNS, EXCHANGES & CANCELLATIONS
At Sofa Easy Ltd, we want you to be happy with your purchase. This policy explains your rights and our arrangements for cancellations, returns and exchanges.
Nothing in this policy affects your statutory consumer rights.
PURCHASES MADE ONLINE OR THROUGH OUR DISTANCE-SALES SERVICE
Cancelling your order
For eligible online, telephone and email purchases, you may cancel without giving a reason before delivery or within 14 calendar days beginning the day after you receive your goods.
If one order contains several items delivered separately, this period normally begins the day after the last item is received.
To cancel, email info@sofaeasy.co.uk, or send us another clear statement of your decision to cancel. You do not need to wait for our acknowledgement before your cancellation takes effect.
Unless we have agreed to collect the goods, you must send them back without undue delay and within 14 calendar days of notifying us that you wish to cancel.
Exceptions for genuinely bespoke or personalised products are explained below.
Returning your goods
Please take reasonable care of your goods. You may unpack and inspect them as you reasonably would in a shop to establish their nature, characteristics and function.
Goods should be securely packaged for return. Please use their original packaging where available, or suitable alternative protective packaging.
Opening packaging or reasonably inspecting a product does not automatically prevent a return.
If handling beyond reasonable inspection reduces the product’s value — for example, through prolonged use, staining or damage — we may make a lawful deduction reflecting that reduction. We will explain the amount and its basis.
Return and collection charges
For change-of-mind returns, you are responsible for the direct return costs where we disclosed this responsibility before purchase.
For furniture and other products that cannot normally be returned by post, the return charge or a reasonable estimate will be provided before you place your order.
If you request Sofa Easy to collect bulky products, the collection charge is 20% of the original purchase price of the goods being returned.
For statutory distance-sale cancellations, this charge covers direct collection costs only and will be reduced if it exceeds those costs. The charge will be disclosed before purchase.
You may instead arrange your own suitable return carrier.
We do not charge administration, cancellation or restocking fees when you exercise your statutory distance-sale cancellation right.
These change-of-mind charges do not apply to valid returns of faulty, damaged or incorrectly supplied goods.
Refunds for distance-sale cancellations
For a valid cancellation, we will refund the amount paid for the returned goods, subject to any lawful deduction for diminished value.
If you cancel the whole order, we will also refund any standard outward delivery charge paid. If you selected a premium delivery service, we need only refund the cost of our least expensive standard delivery option.
Where you arrange the return, we may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first. Your refund will be made without undue delay and within 14 days of that event.
Where we have offered to collect the goods, we will refund without undue delay and within 14 days of receiving your cancellation notice.
Refunds will be made using the original payment method unless you expressly agree otherwise. No refund processing fee applies.
Exchanges for distance purchases
You may request an exchange instead of a refund. We will confirm availability, return arrangements and any price difference before proceeding.
For an agreed exchange, we will deliver the replacement product without an additional outward delivery charge. Applicable return or collection costs for the original product remain payable as explained above.
Requesting an exchange does not remove any statutory rights that apply to your purchase or replacement goods.
PURCHASES MADE IN STORE
Changing your mind
There is no automatic statutory right to return or exchange a non-faulty product purchased in store because you have changed your mind.
This includes deciding that the product is unsuitable in size, colour, style or comfort, or discovering that it will not fit your room or access route, where the goods match the agreed specification and we supplied accurate information and advice.
Our goodwill returns and exchanges
Sofa Easy may accept a change-of-mind return or exchange at our discretion.
Please contact info@sofaeasy.co.uk within 14 calendar days of delivery or collection. Acceptance must be confirmed by us in writing.
For a goodwill return or exchange:
• Goods must be unused, clean, undamaged and suitable for resale.
• Goods must be securely packaged for transport.
• We do not normally accept genuinely bespoke or personalised products, or opened or used mattresses and bedding.
• We will confirm the refund or exchange arrangements and any charges before you agree to proceed.
Any charge must reflect reasonable costs or losses arising from the return, taking account of reasonable steps we can take to reduce those losses.
We normally allow one goodwill exchange per original purchase. This limit does not apply to statutory remedies for faulty goods or any applicable statutory cancellation right.
BESPOKE, PERSONALISED AND MADE-TO-ORDER PRODUCTS
The statutory change-of-mind cancellation right for distance purchases does not apply to goods made to your individual specifications or clearly personalised.
However, a product is not automatically bespoke simply because it is manufactured after you place your order. Choosing a fabric, colour or configuration from our standard range does not, by itself, remove your cancellation right.
Where a genuine bespoke or personalisation exemption applies, we will explain this before you order.
Your rights concerning faulty, misdescribed or otherwise non-conforming goods remain unaffected.
MATTRESSES AND BEDDING
For eligible distance purchases, removing a mattress’s protective wrapping does not automatically remove your statutory cancellation right.
A hygiene exception applies only to goods supplied sealed that are genuinely unsuitable for return for health protection or hygiene reasons once unsealed.
Please limit handling to reasonable inspection. Sleeping on a mattress or using bedding beyond necessary inspection may justify a lawful deduction where this reduces its value.
For in-store purchases, our discretionary goodwill policy does not normally cover opened or used mattresses and bedding.
These restrictions do not affect your statutory rights concerning faulty or misdescribed goods.
FAULTY, DAMAGED OR INCORRECTLY SUPPLIED PRODUCTS
This section applies to all purchases, whether made online or in store.
Goods must be of satisfactory quality, fit for purpose and as described.
Please inspect your products on delivery where reasonably possible and report any visible damage or incorrect items to our delivery team. If you discover a problem later, contact info@sofaeasy.co.uk as soon as reasonably possible.
Please provide your order number or other proof of purchase, a description of the issue and photographs or a video where helpful.
Signing a delivery note, failing to identify a problem immediately or reporting it after 14 days does not remove your statutory rights.
We may arrange an inspection to establish the nature and cause of the issue.
Within the first 30 days
Where goods fail to meet the legal requirements, you will normally be entitled to reject them for a full refund.
The 30-day period generally begins the day after delivery and completion of any installation we were required to undertake.
If you request or agree to a repair or replacement during this period, the statutory rejection period is paused as required by law.
After 30 days
You will normally be entitled to a free repair or replacement first. Your chosen remedy may be unavailable if it is impossible or disproportionate compared with the alternative.
The remedy must be completed within a reasonable time and without significant inconvenience.
If one repair or replacement fails, neither remedy is available, or the remedy is not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or to reject the goods.
Faults appearing within six months
For repair, replacement and subsequent remedies, a fault appearing within six months is generally presumed to have existed at delivery unless we establish otherwise or that presumption is inconsistent with the circumstances.
No deduction for use applies to a statutory rejection of furniture within the first six months.
Faults appearing after six months
You will generally need to demonstrate that an underlying fault existed at delivery. An appropriate independent report may help establish this.
Where you are entitled to reject goods after six months, a reasonable deduction for the use you have had may apply.
Costs and refunds for faulty goods
For a valid statutory remedy, we will arrange collection or meet reasonable return costs where required by law. No administration or restocking fee applies.
Statutory refunds will be paid without undue delay and within 14 days of our agreeing that you are entitled to them.
Fair wear and tear, accidental damage, misuse or failure to follow appropriate care instructions do not, by themselves, establish a product fault. Each complaint will be assessed on its facts.
Sale, clearance and display goods retain statutory protection. A specific defect clearly disclosed before purchase cannot normally be the basis of a claim about that same defect.
Manufacturer warranties are additional to your statutory rights.
ORDER AMENDMENTS, CANCELLATIONS AND DEPOSITS
Please contact us promptly if you wish to amend your order. We will try to accommodate requests received at least two working