Terms of Sale
By proceeding with the order, you are automatically accepting our Terms & Conditions. You can reject our Terms & Conditions by cancelling your order before delivery is made, unless you have ordered a non-returnable and non-refundable made to measure sofa.
Please keep this document in a safe place, as it contains the Terms & Conditions applicable to your purchase, at the time of purchase.
These terms and conditions apply to all purchases made on our website, by telephone, by messaging or social media platforms or in our showroom. In addition, these terms and conditions apply to all purchases made on our affiliate websites, telephone numbers, social media channels and showrooms; which operate under a trading name for us, as listed on the footer of our websites. By placing an order with us, you accept and agree to these terms & conditions. We reserve the right to make changes to these terms and conditions at any time. This does not affect your statutory rights.
SALE PRICE GOODS – CLEARANCE GOODS - EX-DISPLAY GOODS
Any products we advertise and sell which are reduced from their original price, are ‘sale price goods’, ‘clearance goods’ or ‘ex-display goods’. This price is usually displayed in another colour, other than Grey or Black.
These goods are ‘sold as seen’ and do not come with the usual benefits we offer. These goods are sold with:
- No guarantees
- No returns
- No cancellations
- No exchanges
- No refunds
Please be mindful of the fact that we will have reduced the price of the goods by hundreds of pounds, to reflect any problems which may arise, in the unlikely event that they do.
This does not affect your statutory rights if the goods are not fit for purpose or of satisfactory quality.
BESPOKE SOFAS OR MADE TO MEASURE SOFAS
Any order made for bespoke, custom, made to measure or made to order products cannot be cancelled, returned, exchanged or refunded.
Please be sure to double-check all the specifications you require and always be aware that fabric and leather colours will vary from batch to batch and we cannot control this or take responsibility for this.
Once you place an order for a bespoke product, you will be required to make payment in full before we will commission the manufacturing of it. The sooner you pay, the sooner we will order the goods to be manufactured for you, the sooner you will receive delivery of your goods.
HELPING US TO PREVENT CHARGEBACK FRAUD
Chargeback fraud, also known as friendly fraud, occurs when a consumer makes an online shopping purchase with their own credit card, and then requests a chargeback from the issuing bank after receiving the purchased goods.
Once approved, the chargeback cancels the financial transaction, and the consumer receives a refund of the money they spent. Dependent on the payment method used, we are usually accountable when a chargeback occurs.
Regrettably, in the past year alone 2021-2022, we have been the victims of Chargeback Fraud on more than 10 occasions and suffered losses of more than £20,000.
To prevent Chargeback Fraud and criminal activity in general, we ask our customers to be understanding and co-operative with a few measures we are forced to adopt:
- We will not deliver the goods to any address, other than the address supplied to us when the order is placed; or the address displayed on your driver’s licence or similar form of government ID document. If the delivery of goods is not completed for these reasons, you will be liable to pay re-delivery charges when the delivery is re-scheduled;
- We will not bring the goods inside your address, until the full monies owed to us is paid;
- On occasions, where our security software shows a greater level of risk, we may refund you the money you paid using a credit or debit card and ask you to make the purchase using a pre-paid card or in Cash when the delivery is made;
- We will ask you to sign the ‘Receipt of Goods’, which confirms that you have received the goods; or, if you have selected the ‘assembly’ service, that you have received the goods, inspected them and are satisfied with the goods;
- We will ask you to allow us to take a picture of your external entry door, whilst it is open;
- We will ask you to allow us to take a picture of the sofa installed in your room and if you don’t mind;
- We may ask you to show us a form of ID and make a note of your ID number on our ‘Receipt of Goods’;
- If you refuse our requests to sign the ‘receipt of goods’, to allow us to take the necessary evidence to prove the delivery has been made or to show us your ID to prove the delivery is made to the correct person; this will be deemed as refusal to accept delivery and the product shall be returned to us. We will issue you with a full refund, less the delivery fee.
OUR RIGHTS TO CANCEL THE AGREEMENT TO SELL GOODS TO YOU
All orders placed are subject to acceptance by us. Acceptance can be assumed only after you have received delivery of the goods and not at any stage before.
At times, we may be unable to accept your order due to stock issues, supplier issues or delivery issues for example. We will notify you if the order is not accepted and we will refund any monies you may have paid.
We may also refuse to make a sale to you and that maybe for personal reasons or in the event of abusive or inappropriate behaviour / words / actions from your or anyone else concerned or affiliated with you.
In this case, we are not liable to you or any third party for any direct or indirect losses or consequences which may arise.
Please understand that we reserve the right to refuse any transaction for any reason, or refuse service to anyone, at any time, at our sole discretion.
Whilst we make absolute efforts to ensure the accuracy of descriptions, measurements and pictures on our website, please note the possibility of some variations and approximations.
Our pictures and videos may be graphically edited and the screen / device you are viewing the products on will also have a huge impact on how the product looks to you and what the product actually looks like in real life.
The shade of leather and fabric products may also vary slightly between the different variations of products you order, as the exact shade is determined on the batch from which the material is manufactured.
If you request a swatch, and the final product delivered is a slightly different shade to the swatch, we will not accept liability for this variation.
PURCHASING YOUR GOODS ON FINANCE
If you are using DivideBuy, PayPal, KLARNA or SNAP Finance to fund the purchase of your sofa, you are bound by their Terms and Conditions of service.
Once your funding is approved, we will receive confirmation of this from the finance company. You can then choose your sofa and confirm the order.
If you are required to pay a deposit, we will collect this from you and then schedule your delivery.
Please note that we cannot allow for goods to be taken from our warehouse or deliver goods until we have received confirmation of the sale and agreement of finance from the finance company.
Similarly, if you wish to cancel, return or exchange your product, we will need confirmation from the finance company before this can be arranged and any deposits you paid, are paid to the finance company and must also be returned by the finance company.
ACCESS TO YOUR PROPERTY
You must ensure that there is clear access and space to receive delivery of your goods. You will receive a call in advance of our drivers’ arrival, so if needed and you need to hold-up the road for example, you need to take responsibility for this and manage this. Our drivers cannot hold up the public highway for you.
Ensuring that the sofa you purchase can be delivered to the doorstep of your property or can be delivered to your room of choice and assembled therein, is your responsibility.
You must tell us of any special circumstances which may affect the delivery of your goods. For example, if the delivery is above the ground floor level, there are parking restrictions, narrow roads, inaccessible roads, one-way systems or rural mud-tracks.
In the event of damage caused to the goods due to awkward or tight deliveries, the responsibility of this damage shall rest with you and the goods cannot be returned, replaced, cancelled or exchanged.
Please ensure your stairways or lifts are wide enough to accommodate the goods you acquire and that delivery can be made to your room of choice. Please also clear the area you want the product placed, in advance. So the delivery team is not delayed unnecessarily.
Any failed deliveries owing to access issues shall not be our responsibility and re-delivery fees will need to be paid, when the delivery is re-scheduled.
We understand how important it is for you to receive your sofa on time, as scheduled. We appreciate you may have cancelled plans and taken time off work to stay at home to receive your delivery.
We will do everything possible to ensure delivery is made, as agreed.
From time to time, there can be problems which are outside of out control. For example, traffic, breakdowns and weather.
In these circumstances, we will do our utmost to reschedule the delivery as a matter of priority.
WHAT IF YOU CAN’T REACH ME OR I DON’T ANSWER THE DOOR?
We will agree a date for delivery with you and delivery can be made between 7am and 10pm, Monday to Sunday.
If you supplied the incorrect contact details and we reach your home and are unable to complete the delivery or unable to reach you, we will return the goods to our warehouse.
You will then incur a re-delivery fee of £50 for the goods to be re-delivered, at a date we can schedule for you, which is usually within 7-14 days.
If you decide to cancel the order, please note that the delivery fee will be deducted from your refund.
WHAT DOES OUR STANDARD DELIVERY SERVICE INCLUDE?
Our standard delivery service is the ‘door-stepʼ delivery. This means that we will deliver the goods to the outside of your building, whether you live in a house or an apartment. We will not take the furniture inside and we will leave the items in their original packaging, unless you select the ‘packing removal’ service.
WHAT ADDITIONAL DELIVERY SERVICES DO WE OFFER?
If you have a ‘door-step’ delivery service, we can remove the packaging waste for you and leave the furniture pieces outside your door-step and take the waste away for an extra £20.
We charge £20 for taking the sofa into your desired room. As part of our ‘room-delivery’ service, we will unpack the sofa for you and we will also remove the rubbish and take it away for you.
Delivery of the sofa to the first floor is an extra £10. Every floor after that is an extra £10.
To deliver and then assemble the sofa in a room of your choice, remove the packaging, assemble the sofas and ensure your satisfaction of the product, we charge £69.
Call us at any time for further information, to ask questions or for other guidance.
WHERE DO WE DELIVER?
Our head office is in Dewsbury, West Yorkshire but we deliver our products all over the UK. Whether you are in England, Scotland, Wales, we will reach you!
Just let us know where you would like to take delivery of your sofa and we can arrange a delivery quote for you.
Check out our delivery map for our delivery prices which we have kept as low as possible for you. Most deliveries within around 200 miles of us cost only £50.
We do not deliver to Scottish Islands, Northern Ireland, Channel Islands, Isles of Scilly, Isle of Man, and Eire.
HOW SOON CAN WE DELIVER?
Many of our sofas are in stock. We can usually deliver your furniture within 7 days but depending on how busy we are, our delivery times can increase to 20 days. Rest assured that quick delivery is part of our ethos and we will do the best we can go get your furniture to you.
Alternatively, if you really need to use our ‘next-day’ delivery service, we will do our best to accommodate that for you (subject to availability). The usual delivery cost from our ‘delivery-mapʼ will apply and in addition, we charge a further £150 for a next day delivery, so long as we receive your order before 3pm the day before.
Once you place your order, one of our team members will contact you within 24 hours to advise of delivery dates and times available.
Please note that if you have ordered to meet a particular date such as Diwali, Eid or Christmas, you may have to accept the first delivery date you are given. In addition, we will need you to provide us with daytime contact information that can be used on the delivery date if need be.
If you want to change your delivery date, you must notify us at least two working days in advance. If you are not home for your delivery, there will be a £50 surcharge added which will need to be paid before re-delivery or it will be deducted from your refund if you decide to cancel your order.
WHAT IF ACCESS TO YOUR PROPERTY IS AN ISSUE?
If there is limited access to your property, we may still be able to deliver. However, we will need to know details of the issue. We can then let you know if it’s possible to assemble our sofas on site. Contact us.
Quite often there may be an issue with passing through a narrow door frame, entering a passenger lift that is too small or there is a need to move the sofa around an awkward and narrow staircase in addition to tight right-angle turns once inside the property. Larger sofas such as corner sofas can be particularly challenging, so please keep this in mind when making your order and measure accordingly.
In addition to access challenges related to your home, there may also be access challenges for our delivery vehicle. Please consider that our delivery vehicle is of a similar size to a dust bin lorry – if they can reach your property then so can we.
Please note that access to the property is something you have to take responsibility for. We have detailed the dimensions of our products and the packaging they are delivered in. If we are unable to access your property with your item, we will leave it at your doorstep for you to arrange matters. We shall expect full payment immediately and if payment has already been made for assembly, which we cannot execute, we will refund you the assembly fee or room delivery fee.
Contact our team if you would like some guidance on the above but please ENSURE that the products you order can be delivered to you and can be carried through any staircases or hallways you may have.
DO YOU DELIVER ON WEEKENDS ?
We can deliver on Saturday and Sunday. Please contact us to discuss this arrangement.
We go all out to deliver on the date and time we promised; however, sometimes things can happen that are outside of our control. The Sofa Shop will not be held liable for any late deliveries or missed deliveries or associated loss of earnings.
CAN YOU CHANGE THE DELIVERY DATE ?
You can change the delivery time if you give us 48 hours’ notice. Once we have confirmed the delivery date and time with you, we will have collected your goods form the warehouse and loaded them into the vans, ready to be despatched on a route suitable to your delivery. To make changes will cost us more money with our couriers and we will need to pass this cost on to you.
If you wish to make a change within 48 hours of a scheduled delivery, you will need to make a payment of £50.
Most of our furniture will be delivered to your door-step or outside the main doors of an apartment building / shared residence; in a dismantled and unassembled manner which helps with ensuring we can get your products through your doorway.
Quite often, our customers choose to assemble their furniture either alone or with other family members. If you prefer to have some help, then we have made this service available to you.
The best part of this service is the ‘satisfaction guarantee’ element of it. Our team will assemble the sofa and ensure your satisfaction with the product. If you are not happy with the items or you discover a problem or fault, your assembly team will address the issue immediately and ensure we can return, replace or repair the item immediately.
ASSEMBLY OF SOFAS SERVICE (£69)
Despite our sofas being designed to be easily assembled by you, so that you can access great products at the best price, we can help with assembly.
You can book our service when you purchase your furniture. We will assemble your sofa at the same time of delivery — the assembly service costs £69, which is affordable and accessible to everybody.
We will bring the sofa into your room of choice on the ground floor of your building. For every extra floor, we will charge you an additional £10.
The people who assemble your sofa are the same people who deliver. These people know our products inside out and will be able to transform what’s delivered into your beautiful couch to enjoy creating treasured memories.
Most people who buy one of our sofas agree that using our assembly service is an affordable way to simplify the operation. Our assembly team have been putting together furniture for years and take pride in what they do. The assembly team do their work swiftly and efficiently.
If you choose any of our additional services, such as ‘room-delivery’ service or the ‘assembly’ service, we will remove the packaging and take it away with us for free. Alternatively, we can unpack your item and take the packaging away for £30 - although we will leave the furniture for you at the door-step of your building and we can take no responsibility for damage caused by the weather or other foreseeable and unforeseeable factors.
PROBLEMS DURING ASSEMBLY
Our Assembly team is trained to look for defects in your products whilst they are assembling the items. If they see something is not as it should be, they will notify the head-office and arrange for repairs or replacements; ensuring your satisfaction before they leave.
If you find any issues of concern with your sofa, you must bring it to the attention of the delivery / assembly team whilst they are in your premises and with the product and before you sign the ‘receipt’ to confirm receipt of your goods.
Since the products we supply to you are new, packaged and closed; from time to time, we will be as helpless as you would be, If something is missing or there are issues with the products we find inside the packaging. As much as we do not wish this to ever happen, experience tells us that it is inevitable that some products will have missing items, or issues which mean that the transaction with you cannot be completed.
If this does happen, we will do our utmost to resolve the situation as a matter of paramount importance and urgent priority. We do not wish to leave you with a piece of furniture which is not ready to be enjoyed in the way you expected.
We ask you to be understanding and bare with us whilst we do everything we can to resolve the situation for you.
If the issue cannot be resolved, we will send you a replacement as priority or we will offer you the chance to cancel your order and receive a full refund.
DISASSEMBLY & REMOVAL OF OLD SOFAS
In addition to putting the new sofa together for you, we can also disassemble or dismantle the old one. Taking your old sofa apart is often necessary to be able to remove it from your property.
If you’d like us to disassemble your old sofa for you, let our team know when you arrange your delivery, and they will be pleased to help. The removal of your old couch will cost £89 for one sofa, £149 for a set of two sofas, £199 for a 3 piece suite, £149 for a corner sofa, and £49 for a chair.
SUMMARY OF PRICES
- Door-step delivery = Free (subject to delivery charge based on your location)
- Removal of packaging with door-step delivery = £30
- Room-delivery service = £40 (free packaging removal)
- Sofa assembly = £30 (only with room-delivery service and free packaging removal)
- First floor = Extra £10
- Every floor after first floor = Extra £10 per floor
- Disassembly & removal of old furniture = £149 (2 sofas)
CANCELLATIONS AND CHANGES TO THE ORDER
Other than bespoke and made to measure products, you have the right to cancel your order 48 hours before the delivery date, without any charge.
If you cancel your order within 48 hours of delivery being scheduled, you will incur the delivery fee of £50 as we will have booked the courier already.
If you wish to change your products for another product, this can be changed at any time before the day of delivery, if we have the selected item in stock.
If the selected item is not in stock, you will need to pay the cancelled delivery charge and wait for a new delivery to be scheduled for the new product.
Simply, email or WhatsApp us your Order Number and the cancellation request or changes you wish to make.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
We will consider each request for returns carefully. To be eligible for a return, your item must:
- Not have been opened or unsealed, other than for inspection
- Not have been exposed to odours and smells
- Not have been tampered with
- Not have been assembled
- Be unused
- Not be damaged
- Be with the original packaging and labels
- Be ready for collection
You’ll also need the receipt or proof of purchase.
If your goods have absorbed smells from your home or there are any signs of tampering, we will regrettably be unable to authorise the return.
If you selected our assembly service and we have removed your packaging to be destroyed, you will not be able to benefit from our returns policy, unless you specifically asked us to retain the packaging for 14 days.
You would have been given a chance to inspect the products after assembly and before our team left your premises and you would have signed a waiver, accepting the item and waiving your right to return the items.
If you purchased your goods in a sale, as ex-display products or as clearance sale goods; regrettably, our returns and refunds policy does not apply to these products. A ‘sale’ item is any item which has been reduced from its original full price.
If you comply with the criteria above; to start a return, you can contact us at firstname.lastname@example.org and we will arrange to inspect the goods and schedule a collection date.
Depending on the circumstances of your request and the conclusion of our inspection of the item, at our discretion, we may offer you to:
- Exchange the item with the same model and price
- Exchange the item with a different model and price, and pay or receive a refund on the difference
- Return the item to receive vouchers to use in the future
- Return the item to receive a refund
All returns shall be charged at £100 inclusive of VAT for each order. The fee is payable in advance of the collection. This is the cost for us to send a two-man courier team to collect the goods.
If you placed more than 1 order which is to be returned, you will pay the collection fee per order. For example, if you purchased a 3+2 seater set and then later purchased a chair. And now you wish you return all 3 items; you will incur 2 collection fees.
If you miss the scheduled collection date / time for any reason, such as for example: your phone being switched off, you provide the incorrect contact details, you not answering the door or access to your property not being available, your collection fee will be kept and a further fee will be payable for a further collection to be organised. Please ensure you are available and reachable for the date and time your collection is scheduled.
If you decide to return the item and exchange it with another item, please note that you will be required to pay the delivery fee for the new item to be delivered (£50).
This is because of the picking, packing and loading process. Each order has to be picked from the warehouse, packed, checked and loaded according to the delivery schedule and this delivery fee of £50 covers the process.
In addition, if you originally had your item assembled, and now wish for your replacement to be assembled, you will be required to pay the assembly fee again.
RETURNS POLICY FOR DAMAGED & FAULTY ITEMS – (DOOR-STEP DELIVERY ONLY)
Sadly, from time to time, in less than 2% of cases, products can arrive from the manufacturers with a fault or with superficial damage.
If you have selected our standard doorstep delivery service, please unpack your goods within 24 hours and report to us any problems you find by telephone call, WhatsApp message or email email@example.com
If you can’t get through to us, just to ensure there is a record of your report, please ping us a quick message or an email and we will revert to you. This email or message will record the date and time you contacted us.
Please note: you must always supply us with pictures or videos of the damage or fault you discover.
In the event of damage or fault, please do not use the products. Kindly re-pack them in the original packaging.
We will firstly do our best to repair or replace the products for you and if this is not possible, we will collect the goods from you as a matter of priority.
We will issue you with a full refund within 2 days but it can take up to 3-5 days for the money to reach your account. If you paid using Finance options with SNAP Finance, KLARNA or DivideBuy, their refund policies may take upto 10 days to return your funds.
We will not accept liability for any damage to goods which is not reported to us within 24 hours.
NOTE: We will not collect, exchange or refund any goods which:
- have been used
- have been opened or unsealed, other than for inspection
- have been exposed to odours and smells
- have been tampered with
- have been assembled
- have been damaged
- don’t have the original packaging and labels
- are not ready for collection
In the case of damaged or faulty items, your return and exchange or refund request will come with Free Collection and Free Re-delivery.
If your return request is accepted and you do not want an exchange, we will happily provide you with a full refund.
Please note that the cost of services which have perished, cannot be refunded. Such as:
- The cost of delivery
- The cost of assembly
- The cost of packing removal
- The cost of taking away old sofas
- The cost of missed collection attempts
Once we receive your item in our warehouse, we will process your refund, which will usually be done within 2 working days.
Depending on how you paid for your item, the amount of time it takes for you to receive your money will vary.
Payments made directly to our bank account, paid to us by credit or debit card or by PayPal, will usually reach you within 3-5 working days.
Payments made to a Finance Provider such as SNAP Finance, KLARNA or DivideBuy will be refunded by them and according to their refund policies which can be found in the links. Typically, these refunds can take up to 10 days to reach your account.
AFTERCARE - OUR ASSUMPTIONS AFTER WE HAVE SOLD GOODS TO YOU
Sofas are very expensive pieces of home furniture. The cost for us to buy these products, store them market them, sell them, deliver them and guarantee them is very expensive.
On the same token, these items are also very expensive for you to purchase and once you have acquired a high priced piece of furniture, you will want it to withstand the test of time and last you 5 years.
We therefore have a joint and mutual interest in ensuring that these goods are taken care of, so they can remain in the best possible condition for as long as possible.
With every sale we make, we therefore expect and assume that our customers will follow some very basic steps to prevent damage, financial losses and inconvenience to both parties. This list is not exhaustive and will be updated from time to time:
- Please do not jump on or ‘crash’ on the sofas. Whilst the furniture is made to withstand the pressure and force of 100 kilograms per seat or per sleeping space, please avoid accidental damage caused by jumping and crashing. Damage caused to the frame by the application of force or breakages is not covered by the guarantee. In the event of a claim, we will usually strip the furniture and check the wood for signs of force or breakage by the use of force or extreme pressure;
- Please do not use chemicals or household cleaning products to clean your sofas. Use a clean, damp cloth without any chemicals or products to wipe the sofa on a weekly basis;
- Please vacuum the sofas weekly to remove dust particles building up on the sofa and in the seams;
- Please do not place your sofa in direct sunlight, as this is likely to cause discolouration;
- Please do not yank or forcefully pull the recliner sofa levers;
- Please always recline the sofas gently and then straighten the sofa again gently. The application of force will only increase the risk of damage and the collapsing of springs and mechanisms within the recliner system;
- Please leave some space between the recliner sofas and the wall, to allow the recliner sofa to recline fully without being obstructed by the wall or other objects.
Taking these steps will minimise the risk of damage and consequential problems. In the unfortunate event of problems occurring, we will of course do our best to resolve any issues for you.
We will not be held responsible for damage to your product caused by accidental or deliberate damage, normal wear and tear, misuse, neglect or abuse by you or any third party.
At The Sofa Shop you can buy our sofas with confidence as all of our frames are guaranteed for a period of 12 months from the date of delivery against structural manufacturing defects in the frame (excluding sale price or reduced-price goods).
Our warranty covers:
- Structural manufacturing defects
- The structure of the frame
- The frame springs
- The stitching
- The recliner mechanisms
- The electrical recliner components such as motors
The warranty starts from the date of delivery and applies to the person who purchased the product only and within mainland UK only. If the products are given away or transported outside the UK, the warranty doesn’t apply.
The warranty does not apply for accidental or deliberate damage, recklessness, carelessness and lack of reasonable care or protection of the product.
Our guarantee also does not apply if the manufacturers weight capacity of 100kgs per seat appears to have been exceeded and this has caused the damage complained of. In particular, recliner sofas must not be used above the recommended weight loads.
HOW TO MAKE A CLAIM
In the event of a complaint or a claim against the guarantee of the product, please be patient as we will need to follow our procedures to investigate and resolve the issues. These are the steps we will follow with you:
- You must email us immediately at firstname.lastname@example.org and we will record your claim and request videos, pictures and descriptions;
- We will then send a member of staff or independent inspector / engineer to diagnose or view the fault;
- After inspection, we will tell you whether your claim is authorised or not;
- If your claim is authorised, we will try to resolve the issue and repair the problem. If a repair cannot be made immediately, we will arrange for the goods to be collected, repaired and returned;
- If the goods cannot be repaired, we will order the necessary parts and replace only the damaged part of the goods. You may come across a slight variation of colour shades in the beginning, but once the product oxidises and settles into your room, the contrast will become less noticeable;
- If the goods cannot be repaired or the parts cannot be ordered to be replaced, we will replace the product for you;
- We will only replace the damaged or faulty goods. For example, if you purchased a 3 and a 2 seater sofa, and a fault is sustained by the 2 seater sofa, we will only replace the 2 seater;
- In the event the goods cannot be replaced, we will collect the defected goods and issue you a partial refund for the defected part of your order;
- The refund for the purchase of a ‘sofa set’ is calculated as follows:
3-Seater = 55% of the price paid
2-Seater = 45% of the price paid
NOTE: The decision to repair, replace or refund is ours and at our discretion only.
WHAT IS EXCLUDED FROM THE GUARANTEE?
The following are not covered in our guarantee:
- Application of force or tension / pressure beyond 200kg per 2-seater sofa and 300kg per 3 seater sofa.
- Application of force or tension by jumping or the application of concentrated pressure.
- Evidence from the analysis of the structure, of a breakage caused by focused tension.
- The dipping of the foam in the sofa seats, which is inevitable and expected in all sofas which are routinely used.
- The ‘dipping’ of the foam in the sofa seats varying from the 1st seat to the 2nd seat or 3rd seat. This is dependent o the usage and the regular tension applied to the foam, rather than a defect.
- The lack of symmetry between the height of the sofa seats / reclining element of a reclining sofa. This can alter dependent on the usage and the tension applied to each seat.
- The discolouration of sofas due to the ambience of your home or the use of products
- Wear & Tear
- Misuse (Accidental, reckless, careless or deliberate)
- Damage caused by you or others
- Failure to maintain
- Commercial or institutional use
- A product that has been assembled or stored incorrectly (e.g., damp or in direct sunlight.)
- Any item where an alteration has been carried out.
- Any item with other, existing wear & tear, damage, signs of misuse or commercial use or incorrect assembly / storage.
E.g. - Your sofa has a cigarette burn, but you wish to claim under the warranty when the recliner mechanic is defective.
- Sale price, reduced price, clearance or display products are excluded from our guarantee scheme.