Returns & Refunds Policy

At Sofa Empire, we want you to be happy with your order. Sofas are large and bulky items, so please check the product details, dimensions, colour, fabric, delivery access and room size carefully before ordering.

Nothing in this policy affects your statutory rights.

1. Change-of-Mind Returns

For eligible online orders, you may request a change-of-mind return within 30 days of receiving your goods.

Change-of-mind returns include where:

• You no longer want the item

• The item does not fit your room

• The item does not fit through your doorway, hallway, stairs or lift

• You ordered the wrong size, colour, fabric or configuration

• The item is not suitable for your room

• You expected a different comfort level

• You have changed your mind about the colour, appearance, firmness or style

If the item is faulty, damaged, incorrect or not as described, it will not be treated as a change-of-mind return.

2. Customer Responsibility for Return Costs

Sofas and other large furniture items cannot normally be returned by post and require a specialist furniture collection service.

For change-of-mind returns, the customer is responsible for the direct cost of returning the goods to us where permitted by law.

Where Sofa Empire arranges the return collection, the following collection charges apply based on the value of the item or items being returned:

Returned item value below £400 — £200 collection charge

Returned item value from £400 to £1,000 — £299 collection charge

Returned item value above £1,000 — collection cost will be confirmed when the return request is opened

For orders containing multiple items, the applicable collection cost may depend on the number, size and total value of the items being returned. Where the standard collection charges above cannot reasonably be applied, we will confirm the applicable return collection cost before arranging collection.

The applicable return collection charge may be deducted from your refund.

These charges relate to the cost of arranging the return and transportation of large and bulky furniture back to us and are separate from any deduction that may lawfully be made for diminished value caused by excessive handling, use or damage.

Return collection charges do not apply where Sofa Empire is legally responsible for the cost of return because the goods are faulty, damaged, incorrect or not as described.

3. Condition of Returned Goods

Customers must take reasonable care of goods while they are in their possession.

For change-of-mind returns, goods should be:

• Clean and free from marks, stains and damage

• Free from smoke smells, pet hair and other contamination

• Complete with all supplied components

• In the original packaging where reasonably possible

• Properly protected for return transportation

If the original packaging has been removed or damaged, the item must be safely and securely protected for collection.

You may inspect the item to the extent reasonably necessary to establish its nature, characteristics and functioning, similar to the way you could inspect an item in a shop.

Where goods have been handled beyond what is reasonably necessary and this has reduced their value, we may make an appropriate deduction from the refund where permitted by law.

Any deduction will reflect the reduction in value of the goods and will not be applied simply because the packaging has been opened.

4. Our 30-Day Returns Policy

In addition to any statutory cancellation rights you may have, Sofa Empire offers eligible customers a 30-day change-of-mind returns period.

Your statutory cancellation rights and our additional voluntary returns policy may be subject to different legal conditions.

Nothing in our voluntary 30-day returns policy reduces or replaces any cancellation or other consumer rights you have under UK law.

Where a return takes place under our voluntary returns policy after any applicable statutory cancellation period has expired, the conditions of our voluntary returns policy will apply.

5. Measurements, Access & Size Tolerance

It is the customer's responsibility to take reasonable steps to ensure the item will fit into the property and intended room.

Please check:

• Product dimensions

• Room size

• Doorway width and height

• Hallway width

• Staircase access

• Lift access, where applicable

• Tight turns and restricted access points

All product dimensions shown on our website are approximate.

Due to manufacturing methods, upholstery, padding, fabric, foam, assembly and how measurements are taken, product dimensions may vary by up to 5cm.

Customers should therefore allow for the stated tolerance when measuring room space and access.

A minor dimensional variation within the stated manufacturing tolerance will not automatically mean that an item is faulty or not as described. Each case will depend on whether the goods materially conform to the description and contract.

If an item cannot be delivered because of inadequate access, incorrect measurements or access restrictions, additional delivery, return, collection or redelivery costs may apply where permitted by law.

6. Colour, Fabric & Comfort

The appearance of colours and fabrics can vary depending on lighting, room décor, screen settings and the device used to view our website.

We strongly recommend ordering fabric samples before placing your order if the exact colour, texture or appearance is important to you.

New sofas may also initially feel firmer than expected. Foam, fibre and other fillings can soften and settle through normal use.

A preference for a different colour, fabric, texture, firmness or comfort level will normally be treated as a change-of-mind matter unless the goods are materially different from their description or otherwise fail to conform to the contract.

7. Refunds

Once the goods have been returned, they will be inspected.

We will then process any refund due to the original payment method unless otherwise agreed.

Where statutory cancellation rights apply, refunds will be made within the timescales required by law.

Where permitted by law, we may deduct:

• The applicable direct cost of returning or collecting the goods

• Any reduction in the value of the goods caused by handling beyond what was reasonably necessary to inspect them

• Other amounts that we are legally entitled to deduct

Any applicable return collection charge will normally be deducted from the refund rather than requiring separate payment.

8. Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible.

Where possible, please provide:

• Your order number

• Photos or videos showing the issue

• Photos of the packaging

• A description of the problem

• Confirmation of whether any damage was visible at delivery

We ask customers to report visible delivery damage within 24 hours where reasonably possible. Prompt reporting helps us investigate the issue with our delivery partner.

However, failure to report an issue within 24 hours does not remove any statutory rights you may have.

If goods are faulty, damaged, incorrect or not as described, your rights will be dealt with in accordance with applicable UK consumer law.

Where Sofa Empire is legally responsible for return costs, you will not be charged the change-of-mind collection charges set out above.

9. Delivery, Assembly & Customer-Caused Damage

Our delivery team may offer assembly where this service is available.

If you choose to unpack, move or assemble the furniture yourself, you are responsible for taking reasonable care.

Customer-caused damage can include:

• Cutting fabric while removing packaging

• Damage caused by knives, scissors or other sharp objects

• Scratches or tears caused while unpacking

• Damage caused by dragging or dropping furniture

• Damage resulting from incorrect assembly

• Damage caused by forcing components into position

Damage caused by the customer after delivery will not normally constitute a product fault.

10. Delivery Inspection & Signature

Please inspect the packaging and visible condition of the goods at delivery where reasonably possible.

Our delivery team or courier may take photographs to record delivery and the visible condition of the goods.

Signing for delivery confirms receipt of the goods. It does not remove or restrict your statutory rights.

If you notice visible damage, please tell the delivery team and contact us as soon as reasonably possible.

11. Failed or Refused Delivery

Please ensure somebody is available to accept delivery and that adequate access is available.

Additional reasonable costs may apply where delivery fails because:

• Nobody is available to accept the delivery

• An incorrect or incomplete delivery address was supplied

• There is insufficient access

• The furniture does not fit through the available access route

• A delivery is refused for a change-of-mind reason

Where a customer exercises a statutory cancellation right, their statutory rights will continue to apply.

12. How to Request a Return

To request a return, please contact us and provide:

• Order number

• Full name

• Delivery postcode

• Product name

• Reason for return

• Photographs of the item where relevant

• Photographs of the packaging where relevant

For access or size-related issues, we may also request measurements or photographs of the delivery route.

Once we have received your request, we will confirm the applicable return arrangements and collection cost.

For returned items valued above £1,000, the collection cost will be confirmed when the return is opened and before collection is arranged.

13. Statutory Rights

Nothing in this Returns & Refunds Policy excludes, restricts or replaces your statutory rights.

Where goods are faulty, damaged, not as described or otherwise fail to conform to the contract, you may have rights to remedies under the Consumer Rights Act 2015.

Eligible online and distance purchases may also carry cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

14. Contact Us

For returns, refunds, damage reports or other order issues, please contact:

Sofa Empire

Email: info@sofaempireuk.co.uk

Please include your order number, full name, delivery postcode and any relevant photographs or videos.