Returns / Exchange Policy

14 Days Peace of Mind - Hassle Free Returns

 

Purchasing a new piece of furniture is a big decision, if you've changed your mind about keeping your purchase please advise us within 14 days from delivery date and keep the product in its original condition and unused. Our friendly team will help to exchange or refund your item, as long as it meets our terms and conditions explained on this page.

Original condition means that you haven’t used the product and you’ve kept all original packaging and labels in good condition so that the product can be resold by us at full price. 

 

REQUESTING A RETURN

Simply email our friendly after sales support team on sales@sofaluxe.co.uk with your order reference number and your reason for the return so we can assist you accordingly. 

 

WHAT CAN’T BE RETURNED

Products as described below can only be returned if they’re faulty or not as described.

 

• Items that are delivered over 14 days ago
• Items you’ve opened or unsealed, other than where necessary to inspect
• Items or packaging in poor condition
• Items without the original packaging

Please ensure that you are completely satisfied with your purchase before you start assembling it as if you’ve assembled or part assembled your furniture, then unfortunately this is deemed as acceptance of the products and they can therefore not be returned.

 

HOW YOU WILL BE REFUNDED

Returns will be collected by our two man courier within 10 working days from the date you submit your return request through our website. The item will then take up to 5 working days to be received into our returns centre where it will be inspected within 3-5 working days. 

 

We will send you an email confirming that the inspection has been completed and your refund or exchange will be processed. If you have requested a refund, this will be processed in the same account used to create the order within 5 working days. 

 

RETURNING FAULTY ITEMS

If your product develops a manufacturing fault we’ll repair or replace the product in accordance with your guarantee period.

None of the above exclusions affect your statutory rights, in particular your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. 

 

RETURNS COSTS

If the item is damaged or faulty, we will collect it for free.

If the item is not damaged or faulty, we charge a collection fee of £50 per seat for all sofas e.g. a 3 seater sofa will cost £150 to be collected and returned to our warehouse.

 

ISSUES WITH YOUR RETURN 

If you haven’t received your refund within 14 days of your product being collected, please contact us.