Returns & Refunds

We understand that circumstances can change. Because sofas are large, made-to-order products, please read the information below carefully before requesting a cancellation or return.

If you have any questions about whether your particular order can be cancelled or returned, please contact us before making arrangements.

Made-to-Order Sofas

Most Sofanatic sofas are made to order specifically for each customer.

Customers normally select their preferred fabric, colour, orientation and configuration from the options available for that sofa, after which the order is placed into production with the manufacturer.

For sofas subject to our made-to-order terms, 20% of the total order value is treated as the production deposit.

Once manufacturing has started or the manufacturer has committed to producing the sofa, this deposit becomes non-refundable.

If you cancel after production has started, a maximum of 80% of the total order value will normally be refundable.

If you are unsure whether the sofa you are interested in is subject to the 20% production deposit, please contact us before ordering and we will confirm this for you.

Cancelling Before Production

If you wish to cancel your order, please contact us as soon as possible.

Where production has not yet started and no costs have been committed to the manufacturer, we will review the cancellation and confirm the amount refundable.

Once production has started, the made-to-order deposit terms above will apply.

Returning a Sofa

Where a return has been agreed, please contact us before arranging transportation.

We will provide:

• the correct warehouse return address;
• any relevant return instructions; and
• confirmation of the applicable return conditions.

Do not send furniture to our registered office address.

Once you have notified us that you are returning the sofa, the return should normally be arranged within 14 days.

Return Transportation

Unless otherwise agreed, the customer is responsible for arranging and paying for suitable transportation back to our warehouse.

Sofas are large and bulky items and normally require a furniture courier or man-with-a-van service.

Based on previous customer returns, return transportation generally costs approximately:

£100–£200

Most customers have paid around £150, although the actual cost will depend on:

• distance;
• sofa size;
• location;
• courier availability; and
• access requirements.

These prices are estimates based on previous customer returns and are not charges set by Sofanatic.

Customers are welcome to arrange their own suitable courier.

In some circumstances we may be able to collect a return when one of our delivery routes is already operating in the customer’s area. This is subject to availability and an agreed collection charge and cannot be guaranteed.

Returning an Opened or Assembled Sofa

If a sofa has been opened or assembled, it must be safely protected before being transported back to us.

The customer is responsible for ensuring that the sofa is suitably protected during the return journey.

Where a returned sofa has been removed from its original factory packaging and requires repacking when it arrives back at our warehouse, a:

£50 Repacking Charge

will apply.

This charge covers the warehouse labour and packaging materials required to properly repack the sofa after it has been returned.

The £50 charge does not include packaging the sofa at the customer’s home before collection or return.

Customers must arrange suitable protection for the return journey themselves.

Condition of Returned Furniture

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

Returned products should not be:

• damaged;
• stained;
• excessively used;
• altered or modified;
• missing components; or
• damaged during return transportation.

Where a returned sofa has suffered damage or a significant reduction in condition, this may affect the final refund amount.

Assembly Charges

Assembly is an optional service separate from the purchase and delivery of the sofa.

Where an assembly service has already been completed, the assembly charge is normally non-refundable.

Current assembly charges are:

• Cambridge and Osaka sofas – £70
• Other sofas – £100

The assembly charge covers the work carried out by the delivery team and is separate from any subsequent return or repacking costs.

Delivery Charges

Where the delivery service has already been completed, delivery and shipping charges are normally non-refundable.

If the sofa is returned, any refund will therefore normally relate to the applicable refundable portion of the product price rather than a delivery service that has already been completed.

Refusing a Sofa at Delivery

If the correct sofa has been delivered and you decide that you no longer want it, please speak to the driver and contact us.

Depending on vehicle space and the driver’s remaining route, it may sometimes be possible for the sofa to be taken back immediately.

Where the refusal is unrelated to an error with the order, delivery and return transportation costs may apply.

Refund Processing

Once the returned sofa has arrived at our warehouse, we will inspect it and confirm the final refund amount.

Any applicable deductions may include:

• the 20% made-to-order production deposit;
• £50 repacking charge;
• collection or return transport arranged by Sofanatic;
• damage or missing components; or
• other agreed costs relating to the return.

Approved refunds will normally be processed using the original payment method wherever possible.

Please allow additional time for your bank, card provider, PayPal, Klarna or other payment provider to process the refund after it has been issued.

Problems With Your Order

If you believe there is an issue with the sofa you have received, please contact us before arranging a return.

Please provide your:

• name;
• order number;
• description of the issue; and
• photographs or videos where relevant.

This allows us to review the issue properly and advise you on the appropriate next steps.

Contact Us

For cancellations, returns or refund enquiries:

Contact us on WhatsApp or

Email: help@sofanatic.co.uk

Please include your order number when contacting us.

Important

Furniture returns must not be sent to our registered office at Lytchett House.

Please contact us first so that we can provide the correct warehouse return address and return instructions.