Refund policy
Returns & Refunds Policy
This policy summarises your rights when you buy from Sofa Renewals SW Ltd. Our full returns and cancellations policy, including the model cancellation form, is on our Delivery & Returns page. This summary does not change it. Both sit alongside your legal rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, and do not affect them.
Who we are
This site is operated by Sofa Renewals SW Ltd, a company registered in England and Wales under company number 16377236, with its registered office at 67 Dominion Road, Bristol, BS16 3ES. You can contact us at info@sofarenewals.co.uk or via our contact page.
Changing your mind: 28 days
You can cancel your order for any reason within 28 days of the day you receive it. This is more generous than the 14 days required by the Consumer Contracts Regulations 2013. You do not need to give a reason.
To cancel, email us at info@sofarenewals.co.uk, message us on WhatsApp, or use our contact page, and tell us your order number and that you want to cancel. You can use the model cancellation form on our Delivery & Returns page, but you do not have to.
Once you have told us you want to cancel, you have a further 14 days to return the goods to us.
Nothing we sell is made to order
None of our sofas are made to order. Every item we sell is stock held by our supplier, so there are no made-to-order or bespoke exclusions and the cancellation right above applies to everything in our range.
Returning the goods
You are responsible for arranging and paying for the return of the goods unless they are faulty or were not as described. Sofas are large items and return carriage is not cheap, so please contact us before arranging anything and we will tell you where to send them and can suggest carriers.
You are free to handle and inspect a sofa as you would in a shop, but if its value is reduced because you have handled it beyond that, we may reduce your refund to reflect the loss.
Your refund
We will refund you within 14 days of receiving the goods back, or within 14 days of you providing proof that you have sent them, whichever is sooner. We refund to the payment method you used.
Your refund includes the standard delivery cost you paid, if any. If you chose a more expensive delivery option than our standard one, we refund the standard cost only.
Faulty, damaged or misdescribed goods
These rights are separate from, and additional to, the cancellation right above. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:
- Within 30 days of delivery you have the right to reject them and get a full refund.
- After 30 days, and for up to six years, you may be entitled to a repair, a replacement or a partial refund.
If your sofa arrives damaged, please tell the delivery team while they are still with you if you can, as that is the fastest way to resolve it. If you find damage after they have left, contact us as soon as you reasonably can and we will put it right. We do not charge you for returning faulty or damaged goods.
How to start a return
Contact us at info@sofarenewals.co.uk, on WhatsApp, or via our contact page, quoting your order number. Full details, including the model cancellation form, are on our Delivery & Returns page.
This policy does not affect your statutory rights.