Refund policy

At Sofabase, we want you to feel confident when purchasing your sofa. If your order is not quite right, the following policy explains how returns, exchanges and refunds are handled.

Before You Order

Sofas and large furniture items can be difficult to manoeuvre, so we recommend checking your room measurements, access routes, staircases and doorways before placing your order. Whilst most of our sofas are designed to fit through standard UK doorways, it remains the customer’s responsibility to ensure the sofa can be delivered safely into the property.

If you are unsure whether a product will fit through your access points, our team will be happy to help review measurements before you order or read our measurement guide.

14 Day Cooling Off Period

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

If you decide to return your sofa within this period, you must notify Sofabase in writing within the 14 day window.

Delivery charges are non refundable.

Returning Your Sofa

If you decide to return your sofa, you have two simple options. You are welcome to arrange your own courier or transport the sofa back to the return address provided by our customer support team, in which case no collection fee will apply. If you would prefer Sofabase to handle everything for you, we can arrange a convenient collection from your home for a £200 collection fee to cover transport and handling.

Return Conditions

All returns must be approved by our customer support team before being sent back.

To qualify for a return, items must:

• remain unused and in original condition
• be returned in their original packaging with all internal protection
• include all components, fittings and parts supplied
• show no signs of assembly, use, damage or wear

Customers are required to take reasonable care of the sofa while it is in their possession. Any reduction in value caused by handling beyond what is necessary to inspect the item may result in a deduction from the refund.

Sofas that are not returned in their original packaging cannot be transported safely and may be refused by delivery providers.

Returned sofas must be suitably packaged to prevent damage during transit. Sofabase cannot accept responsibility for items damaged during return transport due to inadequate packaging.

If an item is returned in a condition that prevents it from being resold as new, we reserve the right to reduce the refund accordingly.

Made to Order Sofas

Made to order or handcrafted sofas are produced specifically for each order and are unique to you. If a return is approved for these products, a 30 percent administration charge will apply to cover manufacturing and material allocation costs. This charge is capped at a maximum of £300 per order.

Delivery Inspection

Please inspect your sofa carefully at the time of delivery.

If any damage, missing parts or incorrect items are identified, this must be reported during delivery inspection. Claims reported after delivery has been accepted may be declined where responsibility cannot be verified.

If delivery cannot be completed due to access restrictions such as narrow doorways, staircases or hallways, the order may be treated as a return and applicable return charges may apply.

Refunds

Once a returned item has been received and inspected at our warehouse, refunds will be processed within 7 working days.

Refunds will be issued using the original payment method. If the item shows signs of use, damage or inadequate packaging, Sofabase may reduce the refund to reflect the loss in value.

Faulty Items

If a product is confirmed to have a manufacturing fault, you may be entitled to a repair, replacement or refund in accordance with the Consumer Rights Act 2015.

Where a fault is confirmed, Sofabase will arrange and cover the cost of collection.

Your statutory rights are not affected by this policy.

Further Information

For further guidance, please visit our FAQs or refer to our full Terms and Conditions.