Refund policy

Please inspect your sofa when it is delivered and report any visible damage to the delivery team immediately where possible.

At Premium Sofa, we want you to be happy with your purchase. If you change your mind or there is a problem with your sofa, we will do our best to make the process as straightforward as possible.

1. Changing Your Mind

If you purchase a sofa online, you generally have the legal right to cancel your order within 14 days of receiving your sofa, without needing to give a reason.

To exercise your right to cancel, you must notify us within this 14-day period.

Once you have notified us, the sofa must be returned within 14 days of notifying us of your cancellation, unless we have agreed to collect it.

As our sofas are large and bulky items, return collection can be significantly more expensive than standard parcel returns. Return collection costs apply to change-of-mind returns, and we will confirm the applicable collection arrangements and cost with you before arranging the collection.

Please contact us to request a return.

Email: hello@premiumsofa.co.uk

The original standard delivery charge will be refunded where required by law. If you selected a more expensive delivery option, only the equivalent standard delivery charge is refundable.

2. Condition of Returned Sofas

You are entitled to inspect and handle the sofa to the extent reasonably necessary to establish its nature, characteristics and functioning, similar to how you would be able to inspect it in a showroom.

Please take reasonable care of the sofa while it is in your possession.

If the sofa has been damaged or used beyond what is reasonably necessary to inspect it, we may be entitled to make a deduction from your refund to reflect the reduction in value.

We will never make a deduction simply because you have exercised your legal right to cancel.

3. Refunds

Once your cancellation has been accepted and the sofa has been returned or collected, we will process your refund in accordance with applicable consumer law.

Refunds will normally be made using the original payment method.

Where a return is required, we may withhold the refund until we have received the sofa back or you have provided appropriate evidence that it has been returned, whichever happens first.

4. Faulty, Damaged or Incorrect Items

If your sofa arrives damaged, is faulty, is not as described, or is otherwise not of satisfactory quality, please contact us as soon as possible.

Where possible, please inspect your sofa when it is delivered and report any visible damage to the delivery team.

However, your statutory consumer rights are not lost simply because damage or a fault was not immediately identified at delivery.

Depending on the circumstances and applicable consumer law, you may be entitled to a repair, replacement, price reduction or refund.

If you believe your sofa is faulty, please provide:

• Your order number

• Your name and delivery address

• A description of the issue

• Photographs or videos showing the issue where appropriate

We will assess the issue and advise you on the next steps.

5. Delivery Problems

Please make sure that your sofa will fit through all relevant doors, hallways, stairways, lifts and other access points before placing your order.

If delivery cannot be completed because the sofa cannot fit through the available access, a £99 failed delivery charge may apply.

If a further delivery is required following a failed delivery, a £149 redelivery charge may apply, covering the failed delivery and subsequent redelivery.

If you cancel your delivery on the day of delivery or within 24 hours of your scheduled delivery, a £99 delivery charge may apply. If a further delivery is required, the total delivery and redelivery charge may be £149.

These charges reflect costs incurred for failed or cancelled delivery attempts and will not apply where the delivery problem was caused by Premium Sofa or our delivery partner.

These charges are separate from your statutory rights relating to faulty, damaged or incorrectly supplied goods.

6. Made-to-Order and Personalised Products

Certain products may be made specifically to your requirements or personalised.

Where applicable, these products may have different cancellation rights. Any such restrictions will be clearly stated on the product page before you place your order.

7. Manufacturer's Guarantee

Some of our products are supplied with a manufacturer's guarantee.

Where applicable, the product will be covered by a 12-month manufacturer's guarantee against manufacturing defects, subject to the terms of the applicable guarantee.

The manufacturer's guarantee does not cover damage caused by accidents, improper use, excessive or heavy use, normal wear and tear, or other damage outside of manufacturing defects.

For example, sitting or putting excessive weight on sofa arms, including arms with adjustable mechanisms, may cause damage and may not be covered.

Colour changes caused by prolonged exposure to sunlight are also not covered by the manufacturer's guarantee.

A manufacturer's guarantee is additional to, and does not replace, your statutory consumer rights.

8. How to Request a Return or Report a Problem

Please contact us at:

Premium Sofa

Email: hello@premiumsofa.co.uk

Please include your order number and the reason for your request.

We will then explain the next steps and, where appropriate, arrange the return or collection of the sofa.

9. Your Statutory Rights

Nothing in this policy affects or limits any rights you have under applicable UK consumer law.

If you have a legal right to a refund, repair, replacement, price reduction or cancellation, this policy does not remove or restrict that right.

Premium Sofa reserves the right to update this policy where necessary to reflect changes in applicable law or our services.