Refund Policy
SOFABAY Returns & Refund Policy
At SOFABAY, we want buying your sofa to feel simple and straightforward. If you need to return an order, please read the policy below so you know exactly what to expect.
1. Change of Mind Returns
Where your statutory cancellation rights apply, you have 14 days from the date your sofa is delivered to tell us that you wish to return it.
Once you have notified us, the sofa must be returned or made available for collection within the applicable return period.
Please contact us before arranging any return so our team can confirm the correct collection process.
Online customers generally have 14 days after delivery to notify a retailer that they wish to cancel, followed by another 14 days to return the goods.
2. Condition of Returned Sofas
Returned sofas must be kept in good condition while they are in your possession.
You may inspect the sofa as reasonably necessary to check its appearance, size and condition.
However, if the sofa has been used, damaged, stained, marked, torn, altered or handled beyond what would reasonably be necessary to inspect it, we may make a deduction from your refund to reflect the reduction in value.
There is no fixed deduction.
Any deduction will be assessed individually based on the condition of the sofa, the nature of the damage and the reduction in its value.
We may use photographs, delivery records and inspection reports when assessing returned goods.
3. Original Packaging and Protection
Where possible, please keep and reuse the original protective packaging supplied with your sofa until you are satisfied with your purchase.
If the original packaging is no longer available, you are responsible for making sure the sofa is appropriately protected and ready for collection.
A sofa should not be handed back to the collection team unprotected where doing so could reasonably cause damage during transportation.
If a returned sofa is damaged because it was inadequately protected or packaged after delivery, an appropriate deduction may be made from the refund to reflect the resulting reduction in value.
4. Return Collection Costs
Because sofas are large items that require specialist transport, a collection charge may apply to change of mind returns where the customer is responsible for the cost of returning the goods.
The collection cost is not fixed.
It may depend on factors including:
- Your postcode and location
- Distance travelled
- Sofa size and number of pieces
- Access requirements
- The logistics service required
We will confirm the applicable collection cost before arranging the return wherever reasonably possible.
Where the customer is responsible for return costs, the applicable collection cost may be deducted from the refund.
5. Faulty, Damaged or Incorrect Goods
If your sofa arrives damaged, faulty or materially different from what you ordered, please contact us as soon as possible.
We may ask you to provide photographs or videos so we can understand the problem and resolve it quickly.
Depending on the circumstances, we may arrange a repair, replacement, collection or full refund in accordance with your legal rights.
6. Customised Orders
Some sofas can be customised beyond the standard options displayed on our website.
Where a product has been made to your individual specification or clearly personalised specifically for you, statutory change of mind cancellation rights may not apply.
This may include certain non standard colours, fabrics, dimensions, configurations or other individually requested alterations.
Where this applies, we will make this clear before the customised order is agreed.
7. Refund Amount
Once the sofa has been returned and assessed, we will calculate the refund due.
Depending on the circumstances, the refund may take into account:
- Any applicable return collection cost
- Any reduction in value caused by excessive handling, use or damage
- Damage caused by inadequate protection for the return journey
- Any other deduction permitted by law
We will not apply arbitrary penalties.
Any deduction will be based on the circumstances of the individual return.
8. Refund Processing
Once the returned sofa has been received and assessed, we will process any refund due as soon as reasonably possible and within the timescales required by law.
Refunds will normally be issued to the original payment method.
Your bank, Klarna, Clearpay or other payment provider may require additional time before the refund appears in your account.
9. Chargebacks and Payment Disputes
If you have a problem with your order, please contact SOFABAY first. We will always try to resolve legitimate issues directly and as quickly as possible.
If a chargeback, card dispute or payment dispute is opened while a return or refund is already being processed, we may pause any separate merchant refund while the payment provider investigates the dispute.
This is to prevent the same payment being refunded more than once.
Opening a payment dispute does not automatically remove your legal rights, but it also does not automatically remove any applicable responsibilities relating to returning the goods.
Where appropriate, SOFABAY may provide the payment provider with evidence relating to the transaction.
Where we believe a chargeback is inaccurate, duplicate, inconsistent with an agreed resolution or otherwise unjustified, we reserve the right to challenge the dispute through the relevant payment provider.
10. Chargebacks After a Refund Has Been Agreed
Where SOFABAY and the customer have already agreed a return or refund, we ask that the agreed process is allowed to complete.
If a chargeback is subsequently opened for the same transaction, we may suspend any separate refund while the dispute remains open.
If funds have already been returned to the customer through a chargeback or payment dispute, SOFABAY will not issue a second refund for the same amount.
Any applicable return obligations, collection arrangements and lawful deductions may still need to be resolved.
11. Returned Goods Following a Payment Dispute
Receiving funds through a chargeback does not automatically mean that the customer may keep both the refunded payment and the sofa where the goods are required to be returned.
Where appropriate, we may arrange collection of the goods or take reasonable steps to recover goods or sums that remain legally due.
Customers should keep the sofa reasonably safe and protected while any agreed return or collection is outstanding.
12. False or Incorrect Payment Disputes
We understand that customers have the right to raise legitimate concerns with their payment provider.
However, where a dispute contains incorrect information, claims goods were not received when we hold evidence of delivery, or disputes a transaction after an agreed resolution has already been provided, SOFABAY may contest the claim and provide supporting evidence to the payment provider.
We keep relevant order, delivery and communication records for this purpose.
