Returns & Refunds
We want you to love your sofa. If something is not right, this page explains how returns and refunds work and how we will help.
Last updated: October 2026The key points
Sofas are large furniture items, so whether a return is possible depends on the condition of the product and the reason for the return.
Contact us as soon as your order arrives if it is damaged, incorrect or very different from what you ordered.
Request a return of an unused item in its original condition and packaging, subject to the terms below.
After approval, your refund goes back through the payment method used for the order.
What can be returned?
Every request is reviewed individually. These are the general rules we follow.
Usually accepted
- The item arrived damaged or broken
- We sent the wrong sofa, colour or size
- The item is materially different from the order
- The item has a manufacturing fault
- An unused item returned within the return period, in original condition and packaging
Usually not accepted
- Items that have been used, stained, marked or altered
- Damage caused after delivery by misuse, pets or accidents
- Normal wear and tear
- Custom or made-to-order items made to your specification, unless faulty
- Requests made after the allowed time without a valid reason
How to request a return
Four simple steps. Our team will guide you through each one.
Contact us
Send us your order details and the reason for the return.
Share evidence
For damaged or wrong items, send clear photos of the item, the packaging and the delivery.
We review
We check your request and tell you the next steps, including how the item will be collected or returned.
Refund or replacement
Once approved, we process your refund or arrange a replacement where possible.
Detailed terms
Please read these terms so you know what to expect.
Check your order on delivery
Please inspect your sofa as soon as it arrives. If you can, take photos or a short video while unpacking. Report any damage, missing parts or wrong items within 48 hours of delivery so we can act quickly.
Keep the original packaging and any delivery evidence (photos, delivery note, messages) until your request is resolved.
Damaged, incorrect or faulty items
If your item arrives damaged, is not the one you ordered, is materially different from the order, or has a fault, contact us with your order details and photos. After review we will offer the most suitable solution, which may be a replacement, a repair, a partial refund or a full refund.
Change-of-mind returns
If you simply change your mind, contact us within 14 days. To qualify, the sofa must be unused, undamaged and in its original condition and packaging, with all parts and protective covers included.
- Because sofas are large, collection or return arrangements will be agreed with you first. Please do not send an item back before we confirm.
- The cost of return delivery may be your responsibility for change-of-mind returns, and we will tell you before you go ahead.
- Custom or made-to-order items are not eligible for change-of-mind returns unless they are faulty or not as described.
Inspection of returned items
When we receive a returned item, we check its condition. If it shows signs of use, damage or missing parts that were not reported, we may reduce the refund or decline it. We will explain our decision.
How refunds are paid
Approved refunds are processed according to the final order review and the payment method used for the order. Refunds normally go back to the original payment method, and once we approve one it usually takes about 5-10 working days to appear, depending on your bank or payment provider.
If you paid by cash on delivery, we will agree a suitable refund method with you.
Cancelling an order
If you want to cancel before your order is dispatched, contact us as soon as possible. If the order has already been dispatched or made to order, cancellation may not be possible and the return terms above will apply.
Your legal rights
Nothing on this page affects your statutory consumer rights.
Need help with an order?
Send us your order details and photos if needed. Our team will check your request and guide you through the next steps.
Contact us