Returns & Refunds Policy

We want you to love your new furniture. If something isn't right, here's how returns work.

14-day return window

You have 14 days after receiving your item to request a return. Returns must be approved by us within 14 days of delivery, and the item must then be sent back within 14 days of that approval. We're unable to accept returns requested or shipped after these windows, as this is set by our furniture supplier's own returns process.

Eligibility

To be eligible for a return, your item must be:

• Unused and in brand-new condition
• In its original packaging, wrapped securely enough to survive transit
• Accompanied by your receipt or proof of purchase

Starting a return

Contact us at hello@premiumsofa.co.uk to request a return. Once approved, we'll confirm the return address and give you instructions on how to send your item back.

Please note: returns are sent at your own expense, and items sent back without first requesting and receiving approval will not be accepted.

Damages and issues

Please inspect your order at the time of delivery. Any damage or shortage must be noted on the delivery paperwork and reported to us immediately — we're unable to process claims for damage that wasn't flagged at the point of delivery. If a fault appears after delivery, let us know within 48 hours.

Faults and quality issues

• Within 30 days of delivery (and noted at the time of delivery): you're entitled to a collection and refund, or a replacement. If the fault wasn't recorded at delivery, we may need to investigate further before offering a resolution.
• Within 6 months of delivery: we'll arrange a repair or replacement. Any damage will be assessed by an independent furniture repair specialist to confirm the cause.
• After 6 months: it becomes your responsibility to demonstrate that the issue is a manufacturing fault rather than wear and tear.

This is in addition to, and doesn't affect, your statutory rights under the Consumer Rights Act 2015.

Guarantee

• 1-year manufacturer's guarantee: covers manufacturing defects in construction, frame springs, and mechanisms (including sofa bed and recliner mechanisms) under normal domestic use. Doesn't cover general wear and tear, misuse, or use outside the home (e.g. commercial/business settings). One exchange is permitted per guarantee; a replacement item does not carry a further guarantee.
• 5-year structural frame guarantee: covers inherent manufacturing defects in the structural hardwood frame only (not springs, padding, mechanisms, or upholstery), verified by an independent assessor.
• Ex-display items are sold as-is and are not covered by the above guarantees.

Exceptions / non-returnable items

We can't accept returns on:

• Sale items or gift cards
• Custom or made-to-order items
• Ex-display models

Get in touch if you're unsure whether your item qualifies.

Exchanges

The fastest way to get the right item is to return what you have, and once that return is accepted, place a new order for the item you want.

Delivery charge

Please note delivery charges are non-refundable once your order has been dispatched — this applies even if you later return the item or reject it on arrival.

Refunds

Once your return arrives at our supplier's warehouse, it will be inspected. We'll let you know whether the refund is approved. Approved refunds are processed within 14 working days of the item being received, back to your original payment method — please allow extra time for your bank to complete the transfer.

If an item is returned damaged or showing signs of use, we reserve the right to deduct the loss in resale value from your refund, which in some cases may be the full value of the item.

If more than 15 business days have passed since your return was approved and you haven't received your refund, contact us at hello@premiumsofa.co.uk.