Terms & Conditions
Sofas and Friends LTD
Company number: 11794389
351 Purley Way, Croydon, CR0 4NW, United Kingdom
Phone: 020 8680 0933
Email: sales@sofasandfriends.co.uk
Our Agreement With You
By placing an order with Sofas and Friends LTD (“we”, “our” or “us”), you agree to the terms outlined below. These terms apply to all purchases made through our website, by phone, or in-store at our Croydon showroom. Please read them carefully before confirming your order.
We may update or revise these terms from time to time, and the version applicable to your order will be the one in effect at the time of purchase.
Important Product Information
The images of our products on this website’s product pages are computer – generated and are for illustrative purposes only. While we have made every effort to display colours and dimensions as accurately as possible, your actual product may vary slightly. For a more authentic representation of our products, we encourage you to view our “Our Sofas at Your Homes” gallery. You can find this panel just below the product dimensions on each product page, featuring photos submitted by our customers.
Please be aware that because our products are handmade, all dimensions provided on our website are approximate and may have a slight variation of up to 5cm.
Additionally, we cannot guarantee a precise match in colour or size for products purchased at different times due to variations between manufacturing batches.
Ordering & Payment
You can place your order through our website, by phone, or by visiting our showroom. Once your order is confirmed, you will receive a confirmation email with full details.
Orders placed in-store or over the phone may be secured with a 50% deposit, with the remaining balance payable no later than 48 hours prior to delivery.
We accept various payment methods including credit/debit cards and third-party finance options. If you opt for finance, delivery must be to the billing address used in your application.
Changes & Cancellations
Amendments to an order must be requested within 24 hours of placing it. After this time, we cannot guarantee that changes can be made.
Delivery dates can be changed up to 72 hours in advance at no charge. Changes made within 72 hours of the agreed delivery date may incur a re-delivery fee.
Delivery Information
We offer delivery to locations across the UK. Fees apply as follows:
- England: £99
- Wales: £120
- Scotland: £150
- Northern Ireland: £200
Our delivery team will contact you once your item is ready, to arrange a suitable date. Most deliveries are completed within 14 days, though occasionally delays can occur.
While we do our best to ensure your order arrives on time, please be aware that we cannot be held responsible for any courier delays. We will not be able to offer compensation or a refund on your delivery fee if your order is delayed.
Your delivery charge covers the transportation of your sofa to your address. We are pleased to offer complimentary assembly as part of your delivery service. Our team will fully assemble your new sofa upon arrival, so you can start enjoying it right away.
Please note: This complimentary assembly service is not available for deliveries to Northern Ireland.
Please make sure that someone over the age of 18 is available to receive your order. It’s your responsibility to ensure that access to your home and the room of your choice is suitable for delivery. We cannot be held responsible if your sofa does not fit through your doors, hallways, or into your room of choice.
Please take the time to carefully measure all access points before placing your order.
If access is restricted or unsuitable and the sofa cannot be delivered, the item will be returned to our warehouse. In this situation, a re – delivery fee will be applied. Alternatively, you may choose to self – carry the item. Please refer to our terms and conditions below for more details on this option and our policy regarding any potential damages.
Our team is dedicated to getting your new sofa to you safely. Please be aware that some of our sofas are very heavy, and for this reason, our delivery service is limited to the ground floor or first floor, depending on the specific model. Every set of stairs is counted as one floor. For example, a high ground floor with a set of stairs leading to it would be considered a first — floor delivery. If a delivery is booked for a first floor but the courier finds there is more than one set of stairs, they may refuse delivery. In this situation, you have two options:
Cancel your order: You can cancel your order and we will issue a refund, but please note that the original delivery charge will be deducted.
Self – carry: You can ask the courier to leave the sofa for you to carry inside.
If you choose this option, please be aware that we are no longer responsible for any damage that might occur. Should you later decide to return the sofa, your refund will be reduced to cover both the cost of any damages and a collection fee of £249.
Please inspect your order immediately upon delivery. If you notice any issues, please report them immediately to the delivery team and to us within 24 hours of receiving your sofa. To file a claim, please fill out our Claim & Return Form. We are unable to accept responsibility for any claims made after the 24-hour window.
Additionally, please be aware that we are not responsible for any damage to your property that may occur during delivery. While our team and our couriers takes the utmost care, it is your responsibility to ensure the delivery area is properly protected.
If you have any questions or concerns about your delivery, please contact our customer service team to make sure everything goes smoothly.
Warehouse Collections and Relocating Your Sofa
Once your order is collected from our warehouse by you or your nominated carrier, we cannot accept responsibility or liability for any damage of the sofa, as the sofa is no longer under our control. Please also be aware that if you decide to move the sofa from the original delivery address, your guarantee will become void. We will not be responsible for any issues that arise after the sofa has been relocated.
Addressing Manufacturing Faults
To begin a warranty claim or return for your sofa, please fill out our online Claim & Return Form. You can find the link in the footer of our website, under the Returns / Refunds section.
If you discover a manufacturing fault with your order:
Within 14 days of delivery, we will offer to repair, replace, or refund the item.
After 14 days of delivery, our first course of action will be to repair the item. If it’s not possible to fix it, we will then replace it.
Non-Critical Faults
Any manufacturing fault that doesn’t affect the product’s quality of use or purpose must be reported to us within 14 days of delivery to qualify for a replacement or refund (if unfixable). If you report this type of fault after the 14-day period, it will not be eligible for a replacement or refund, and we will only offer a repair as the final remedy.
Returns & Refunds
We want you to be happy with your purchase. If you’re not completely satisfied, you have 14 days from the date of delivery to request a return.
Return Options:
- Free Drop-Off: You can return your item to our Croydon warehouse (351 Purley Way, CR0 4NW) at no cost.
- Home Collection: We can arrange a collection for a £249 fee.
To qualify for a refund:
- The item must be in its original packaging and in resalable condition.
- Refunds will be processed within 24 hours of return, and funds typically appear in your account within 3–7 working days.
Note: Bespoke items, including those made in custom colours not sold on our website, are non-returnable and non-refundable.
Your Right to Cancel (Consumer Contracts Regulations 2013)
If you ordered online or by phone, and you did not view the product in-store, you have the right to cancel under the Consumer Contracts Regulations (CCR).
- You may cancel before delivery for a full refund, including our standard delivery charge.
- You may also cancel within 14 days after delivery. You are responsible for returning the item (either by drop-off or using our £249 collection service).
- Cancellations must be made in writing by emailing:
customerservices@sofasandfriends.co.uk (include your order number and postcode) or filling out our online Claim & Return Form. - Items must remain unused and in good condition.
Refunds are processed within 14 days of receiving the item, once inspected. We may reduce your refund if the item shows signs of use beyond a simple inspection.
Product Warranty
We stand by the quality of our sofas. That’s why we offer a lifetime guarantee that covers all structural manufacturing defects in the sofa frame. All other manufacturing faults, including issues with the fabric, fillings, stitching, and mechanisms, are covered for one year from the date of delivery.
Warranty does not apply to: normal use and wear (e.g. fading, softening of cushions); accidental or intentional damage; lack of maintenance or improper cleaning; use in non-domestic environments; products stored in damp, direct sunlight, or unsuitable conditions; clearance or display models; items that have been modified or repaired without our approval.
These guarantees do not affect your legal rights under UK consumer law.
Please note: For orders placed before April 2025, your sofa is covered by a 1-year guarantee on all manufacturing faults, including structural defects.
Responsibility & Liability
We rely on the information you provide when processing your order. This includes dimensions, access requirements, and contact details. If any of this information is incorrect, we are not responsible for the consequences.
Our liability is limited to the value of the product you have purchased. We are not responsible for:
- Indirect or incidental damages
- Any business or commercial losses
- Issues caused by misuse or failure to follow care instructions
- Delays or failures resulting from events beyond our control (e.g. strikes, transport delays, extreme weather)
In the unlikely event of accidental damage to your property during delivery, report it to us immediately. We will request photographic evidence and may appoint a third-party to inspect or carry out repairs. We will not reimburse you for unauthorised repairs.
Nothing in these terms excludes our liability for death or personal injury caused by our negligence or for fraudulent misrepresentation.
We are not responsible for any delays or service failures that result from unforeseen circumstances beyond our control. This includes, but is not limited to, extreme weather, traffic disruptions, courier delays, supply chain issues, or third-party failures.
You are expected to follow all provided guidance regarding care, setup, and maintenance of your furniture. If damage arises due to improper storage, handling, or failure to follow our care instructions, we cannot be held liable.
Legal & Miscellaneous
- Any reference to “written” communication in these terms includes email correspondence.
- These terms apply solely between you and Sofas and Friends LTD. No third party shall have rights to enforce any part of this agreement.
- If any section of these terms is found to be invalid or unenforceable, the rest will remain fully in effect.
- A delay in enforcing any part of this agreement does not waive our right to enforce it later.
- These terms are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you may bring legal proceedings in your local courts or in the courts of England and Wales.
Privacy
We respect your privacy and handle your personal information in accordance with applicable data protection laws. For more details, please refer to our Privacy Policy.
Finance Agreements
If you choose to use a third-party finance provider, please note that your contract is with them, not with Sofas and Friends LTD. We are not responsible for the terms or decisions made by the finance provider.
Pricing & Availability
While we do our best to ensure product and pricing information is accurate, errors may occasionally occur. If an error affects your order, we will notify you as soon as possible and issue a full refund if needed.
Complaints
If you have a concern or complaint about our service, please fill out our online Claims & Warranty Form. You can find the link in the footer of our website, under the Returns / Refunds section.
We will do our best to resolve the issue fairly and promptly. If a resolution cannot be reached, you may be able to use an independent dispute resolution service.