Sofanatic Terms & Conditions

Please read these Terms & Conditions carefully before placing an order with Sofanatic.

By placing an order, you confirm that you have read and accepted the terms applicable to your purchase.

1. Product Information

We make every reasonable effort to ensure that product descriptions, photographs, specifications and measurements are accurate.

Product photographs are intended to represent the furniture as accurately as possible. However, the appearance of colours and fabrics can vary depending on lighting, camera settings, screen settings, fabric texture, pile direction and manufacturing or dye batches.

A fabric may also appear different when viewed as a small online swatch compared with the same fabric covering a full sofa.

Slight variations in shade, texture or appearance are normal characteristics of upholstered furniture.

2. Product Dimensions

Furniture dimensions are approximate unless expressly stated otherwise.

Because our products are upholstered and largely handmade, a reasonable manufacturing tolerance applies. Unless otherwise stated on the individual product page, dimensions may vary by approximately ±5 cm.

Soft upholstery, cushions and foam may also affect measurements depending on where and how the sofa is measured.

Where a sofa bed has an irregular sleeping area, the advertised sleeping dimensions may represent the maximum dimensions of the sleeping surface rather than an identical width across every section.

If a particular measurement is essential for your room or intended use, please contact us before ordering.

3. Checking Your Order

Customers are responsible for checking their order confirmation and ensuring that the selected:

• sofa model;
• orientation;
• colour;
• fabric;
• size;
• configuration; and
• optional features

are correct.

Please contact us immediately if anything needs changing.

Once production has started, changes may no longer be possible or may result in additional charges.

4. Made-to-Order Sofas and 20% Production Deposit

Most Sofanatic sofas are made to order.

Customers normally select their preferred colour, fabric, orientation and configuration from the options available for that model, after which the sofa is ordered from the manufacturer specifically to fulfil that customer’s order.

For orders 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 20% deposit becomes non-refundable.

If a customer cancels after production has started:

A maximum of 80% of the order value will normally be refundable.

The remaining 20% represents the production deposit and costs already committed to the order.

If you are unsure whether the sofa you are interested in is subject to the made-to-order deposit terms, please contact us before placing your order and we will confirm this for you.

5. Estimated Delivery Times

All delivery dates and delivery timeframes shown on our website or provided when ordering are estimates only unless we expressly confirm a fixed delivery date in writing.

Our furniture is manufactured and transported in scheduled consolidated truckloads.

Depending on:

• when the sofa finishes production;
• manufacturer schedules;
• loading capacity;
• scheduled transport dates;
• customs requirements; and
• general transport circumstances,

an order may occasionally need to travel on the following scheduled load.

This means that an estimated delivery timeframe can sometimes move slightly.

We will always aim to deliver as close to the estimated timeframe as reasonably possible and will contact customers when their order is ready to arrange delivery.

6. Our Standard Delivery Area

Our normal delivery service covers most mainland areas of England, Scotland and Wales.

Our standard delivery service does not automatically include:

• Northern Ireland;
• islands;
• particularly remote areas of England, Scotland or Wales; or
• locations outside our normal delivery routes.

Customers in these areas should contact us before ordering.

Where standard delivery is unavailable, customers may either:

1. arrange their own collection or courier; or
2. ask us whether a specialist pallet/freight service can be arranged.

Additional charges may apply.

7. Specialist and Pallet Deliveries

Where a pallet or specialist freight company is used, the service may differ from our normal furniture delivery service.

Pallet/freight deliveries may be limited to the property entrance, kerbside or another location accessible to the freight vehicle.

The specialist carrier may not take furniture inside the customer’s property.

Customers should contact us before ordering if they require clarification about the delivery service available to their postcode.

8. Standard Sofa Delivery

Our normal sofa delivery is completed by one driver.

For a normal ground-floor delivery, the driver will usually be able to assist with bringing the sofa inside where access is suitable and it is safe to do so.

Customers must ensure that:

• doors and entrances are sufficiently wide;
• hallways are clear;
• the sofa will fit through all access points; and
• there is sufficient space in the intended room.

The customer is responsible for checking access before ordering.

9. Flats and Upstairs Deliveries

If the sofa needs to be taken upstairs, the customer must provide suitable assistance.

Because only one driver attends deliveries, some sofas and sofa beds are too large or heavy for the driver to safely carry upstairs alone.

If sufficient help is not available, the driver may need to leave the sofa safely downstairs or at the nearest suitable delivery point.

The driver is not required to undertake lifting that they consider unsafe.

Customers should therefore ensure that suitable assistance is available where upstairs delivery is required.

10. Assembly

Assembly is not included within the normal sofa delivery charge.

Where available, customers may request assembly separately.

Current assembly charges are:

Cambridge and Osaka sofas – £70

Other sofas – £100

Assembly availability should be confirmed before or at the time of delivery.

The assembly service is separate from the delivery and purchase of the sofa.

11. Delivery Confirmation

Customers should check the immediately visible details of the sofa at delivery, including:

• sofa model;
• colour and fabric;
• orientation;
• number of sections; and
• obvious visible transport damage.

Customers will be asked to sign a Delivery Confirmation recording the condition and circumstances of the delivery.

Any visible damage or discrepancy noticed at delivery should be written on the Delivery Confirmation before it is signed.

The Delivery Confirmation may also record whether the sofa was delivered into the requested room or subsequently moved, handled or assembled by the customer or another person.

12. Customer or Third-Party Handling

Sofanatic cannot accept responsibility for damage occurring after handover as a result of:

• the customer moving the sofa;
• friends or family moving the sofa;
• third-party movers;
• dragging furniture;
• incorrect lifting;
• dropping or impact;
• incorrect assembly;
• incorrect disassembly;
• unsuitable storage; or
• subsequent transportation.

Customers should take particular care when moving large sofa sections through doorways, stairs and hallways.

13. Failed or Missed Deliveries

Once a delivery date has been confirmed, the customer must ensure that somebody is available to accept the delivery.

If delivery cannot be completed because the customer:

• is absent;
• cannot be contacted;
• does not answer the telephone;
• has provided incorrect contact/address information;
• has not arranged required lifting assistance; or
• cancels availability at short notice,

the order will normally be returned to our delivery schedule.

A reasonable redelivery charge may apply depending on the location and additional journey required.

14. Returns

Where a return has been agreed, customers must notify us and follow the return instructions provided.

Once the return has been notified, the sofa should normally be returned within 14 days.

Furniture must be returned carefully and protected against damage during transport.

The customer is responsible for ensuring that the returned sofa reaches our warehouse safely where return transport is their responsibility.

Please do not send furniture to our registered office address.

Contact us first for the correct warehouse return address.

15. Return Transport

For customer-arranged returns, the customer is responsible for arranging suitable transport back to our warehouse.

Sofas are large and bulky products and generally require a man-with-a-van, furniture courier or similar service.

Based on previous customer returns, the typical cost of transporting a sofa back to us is approximately:

£150

with many customers paying approximately £150 depending on distance, sofa size and courier availability.

These figures are estimates only and act only as a guide, they are not prices charged by Sofanatic.

Customers are free to arrange their own suitable courier.

Where our delivery schedule allows, we may occasionally be able to offer collection for a quoted fee. This is dependent on location and available routes and cannot be guaranteed.

16. Condition of Returned Furniture

Returned furniture should be protected appropriately for transportation.

Customers are responsible for damage occurring during return transportation where they have arranged the courier.

Returned sofas must not be:

• stained;
• deliberately damaged;
• excessively used;
• modified; or
• missing components.

Any damage or reduction in condition may affect the amount refundable.

17. £50 Repacking Charge

Where a sofa has been opened or removed from its original factory packaging and is subsequently returned, a £50 repacking charge applies where the sofa requires repacking after it reaches our warehouse.

This charge does not mean that Sofanatic will travel to the customer’s property and package the sofa before return.

The customer remains responsible for safely protecting and transporting the sofa back to us.

The £50 charge covers the additional warehouse labour and packaging materials required after the returned sofa arrives, so that the furniture can be properly repacked and stored.

18. Refunds

Approved refunds will normally be returned using the original payment method where possible.

Please allow the appropriate banking or payment-provider processing time after a refund has been issued.

Delivery and shipping charges are normally non-refundable once the delivery service has been completed.

Optional services that have already been completed, such as assembly, are also normally non-refundable.

Where deductions apply for:

• a made-to-order production deposit;
• return transport arranged by us;
• repacking;
• damage;
• missing components; or
• other agreed return costs,

these may be deducted from the final refund amount.

19. 12-Month Furniture Warranty

Sofanatic provides a 12-month manufacturer/commercial warranty against manufacturing defects.

The warranty does not cover:

1. normal wear and tear;
2. natural fabric wrinkling;
3. reasonable softening or settling of foam;
4. damage caused by standing or jumping on furniture;
5. damage caused by misuse or excessive force;
6. damage caused while moving the furniture;
7. incorrect assembly or disassembly;
8. excessive weight placed inside storage compartments;
9. pet or animal damage;
10. inappropriate cleaning methods or chemicals;
11. exposure to excessive heat or direct sunlight;
12. accidental damage;
13. unauthorised alterations; or
14. use of the furniture in a manner for which it was not designed.

20. Faux Leather / Eco Leather

We generally recommend fabric upholstery instead of full faux leather / eco leather because of the additional risk of cracking, peeling, tearing and stitching deterioration associated with these materials.

Some customers nevertheless specifically request these materials.

Where a sofa is ordered in full faux leather, eco leather or similar synthetic leather upholstery, damage, peeling, cracking, tearing or stitching deterioration to that upholstery is excluded from our 12-month commercial warranty, in accordance with the manufacturer’s warranty conditions.

Customers choosing these materials do so with acknowledgement of this warranty limitation.

If you have any concerns about selecting faux leather or eco leather, please contact us before ordering.

21. Warranty Claims

Where a warranty claim is made, we may request:

• photographs;
• videos;
• measurements;
• a description of the problem;
• proof of purchase; or
• access to inspect the sofa.

We must be given a reasonable opportunity to assess the reported issue before determining whether it falls within the warranty and what action is appropriate.

22. Access and Property During Delivery

Customers should ensure that the delivery route is clear and remove fragile or valuable objects before the sofa arrives.

The customer is responsible for ensuring that access is suitable for the size and weight of the furniture.

We cannot accept responsibility for damage caused by unsuitable access conditions, insufficient clearance, fragile items left in the delivery path or instructions given by the customer requiring furniture to be moved through unsuitable spaces.

23. Refusal of Delivery

Where the correct sofa is delivered and the customer refuses delivery for reasons unrelated to an error with the order, the customer may be responsible for the delivery costs already incurred and the cost of transporting the sofa back to our warehouse.

If the customer changes their mind at the point of delivery, the driver may be able to return the sofa depending on vehicle capacity and route arrangements.

Any applicable transport or return costs will be confirmed.

24. Fire Safety

Furniture supplied by Sofanatic that falls within the applicable regulations is supplied in accordance with UK furniture fire-safety requirements.

Products within scope comply with the Furniture and Furnishings (Fire) (Safety) Regulations 1988, as amended from time to time.

Permanent fire-safety labels attached to furniture should not be removed.

25. Complaints

If you have a problem with an order, please contact us with:

• your name;
• order number;
• details of the issue; and
• photographs or videos where appropriate.

We will review the information supplied and may request further evidence or inspection where necessary.

We aim to resolve complaints directly with customers wherever possible.

26. Alternative Dispute Resolution

Sofanatic is not currently a member of a specific Alternative Dispute Resolution or furniture ombudsman scheme.

Complaints should therefore first be raised directly with Sofanatic so that we have an opportunity to investigate and respond.

27. Contact Details

Customer service enquiries:

Email: help@sofanatic.co.uk

Formal correspondence:

Sofanatic Ltd
Lytchett House
13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FA

This is our registered/correspondence address.

Furniture returns must not be sent to this address.

Please contact customer service before returning any sofa so that we can provide the correct warehouse address and return instructions.