Terms & Conditions
This agreement is a contract for goods and services between us the supplier and you the consumer. This contract is concluded when you become bound to buy the goods and we become bound to supply them and both of these acts will have occurred when we have confirmed your order and accepted it by email.
Sofas24 leads the market in sofa design as style. We offer exclusive leather, fabric, traditional and contemporary sofas. Selected and made to most exacting quality standards in the marketplace.
At Sofas24 we want your Customer Experience to be enjoyable and seamless so we provide you with as much information about your agreement as possible and what you can expect from the services we offer, if you ever use them.
Before placing the order
Before you place an order here are some of the most common questions for you to consider.
- Order FREE fabric or eco leather samples, to avoid and issues with the colour.
- Can access be gained easily for the furniture to be delivered? – are the doors wide enough, are there any awkward stairs, lift or passageways?
- Will the furniture fit in the room?
- Whether you need a left hand sofa or a right hand one?*
Before ordering a sofa please check dimensions of internal and external access point including doors, corridors, stairs, lift and corners. Check for dimensions against your desired sofa to ensure access is possible. We recommend ordering a set of free samples to make sure that you are happy with the colour.
If you still have a doubts to answering above questions please send us email to email@example.com we will be delighted to answer any queries you may have.
*When you are choosing your sofa, you have to imagine that you are standing in front of it, facing the sofa, not as if you were sitting down.
- What you have agreed to purchase. (These items are listed separately on your sales agreement)
- The purchase price
- Any payable balance
- How you paid
- When your furniture is expected to be available for delivery
You should ensure that the items you have detailed on the order screen are correct and that they meet your exact requirements as once we have accepted your order and confirmed it by email it may not be possible to amend your order.
We understand that occasionally a customer may feel they have chosen incorrectly, in such cases we will provide a re selection for a fee of £150.00 to cover transport and ordering costs. If an error is made on our behalf we will of course meet the cost of this ourselves.
At Sofas24 we understand that you don't buy a sofa every day and because of this we go the extra mile to help you plan for its arrival.
So you can keep track of your order we provide some unique services to help you. You can log on to, www.sofas24.co.uk select the "My account" tab and check your delivery status.
You can see your invoice on line. On our main webpage simply login to your customer account using order number (which you receive on email from us) and your provided email address.
Using your furniture
The sleeping function is not recommended to be used as the everyday solution. It is only an additional function for your corner sofa bed and should be used only occasionally.
With majority of models we recommend to place your sofa next to the wall, as sometimes it needs additional support due to the way how the sleeping function is installed.
The items on this order will not be delivered unless the balance is paid in full and some methods of payment include a surcharge.
Normally, the delivery takes between 4 to 10 weeks after we have received your payment. For sofas from quick delivery it is up to 14 days.
However transit times may vary, during busy periods, or deliveries to rural and distant areas may take a little longer. Please ensure your shipping address and mobile number is correct, as we take no responsibility for undeliverable orders due to incorrect addresses or contact numbers.
As soon as your item is ready we will send you email with a date of delivery. If you can not accept the first option then you will be offered other alternative. Customers who paid full amount of delivery charge (as stated on our website) + £50 is allowed to choose exactly day of delivery. Your order will be delivered by a professional Sofas24 Delivery Team. Delivery days are Monday to Sunday between 7am and 10pm. Delivery is not available on public holidays. These orders will be delivered on the next working day. Please note, we can not guarantee delivery times but the Sofas24 Delivery Team will inform you if the expected delivery time changes.
On the day of delivery the Sofas 24 Delivery Team will unpack your Corner Sofa Bed, install it in the room of your choice and remove all packing materials from your home and recycle wherever possible. To make sure you are completely satisfied with your furniture the Top Sofas Delivery Team will ask you to sign the invoice for your Corner Sofa Bed or any other item after it has been installed.
Please ensure all access points are clear of obstacles.
Please note we do not accept responsibility if the furniture ordered will not fit through doorways or becomes stuck in narrow areas within your property and we do not accept responsibility for any damages in this case. It is the customer’s responsibility to measure all spaces before placing an order.
It is your responsibility to measure all door frames, hall way etc. In case if sofa does not fit, we can leave it outside for you to make arrangements or alternatively we can take your sofa back, however we will charge you a fee of £150 and refund remaining balance.
All our Products are made to your specification and are not sold from stock unless clearly identified as "stock furniture". As a sofa is made-to-order and produced precisely to your requirements, no cancellation, refunds or exchanges can be made unless your instructions have not been carried out, or the item is found to be faulty.
A non-refundable deposit of 15% per stock furniture order will be payable if the order is cancelled because of customer mistake in order (wrong corner, wrong colour, not fit through entrance or room etc.) This charge will be made to your account. Your statutory rights are not affected.
For your peace of mind and in compliance with the distance selling law, If within 14 days will inform us that you have changed your mind and want to return item, we will refund whole amount you paid for item purchased.
Please note that the item must be returned to us: at your own cost, in the condition that it was sent out in along with the correct packaging, so that we can sell it again. If an item is not returned to us in the original condition then we reserve the right not to issue a full refund.
Should you wish to return the goods it is your responsibility to take good care of the furniture. You are the owner of the furniture once it has been delivered to you and you are liable for any loss or damage. Failure to take reasonable care may result in a claim against you. To minimize the risk of any such claim we ask that you return the goods in appropriate packaging such as to prevent damage in transit.
A non-refundable collection charge will be applied to selected furniture items if delivery is refused, or collection is requested , unless the product is faulty or does not fit the description given.
It is your responsibility to return the items to our central delivery point in a good condition. However Sofas24 recognises that many customers do not have the means to do this, and so will arrange collection during normal business hours (Monday to Friday) if requested. In such circumstances a charge of 20% of the price of the furniture will be made to cover the cost of collecting the items. This charge will be calculated according to the number of items to be returned, availability of a delivery vehicle, your location and complexity of removal.
Returns - Faulty Goods
Not withstanding our delivery condition above If, after the goods have been fitted, you find a fault; we reserve the right to request that the following steps are complied with:
- you provide written notice and pictures of the defect to us and/or telephone us quoting your order reference number within 14 days of discovering the defect ; and
- you allow us to 30 days to exchange the product, depending on the availability, offer discount.
- if the claim is made after 30 days we can offer a repair of your furniture within 30 days.
Sofas24 shall not be liable for the goods if you continue to use the goods after giving such notice to us; or alter or repair the goods without the written consent of us.
To resolve your problem with regards to faulty products please contact one of our helpful and friendly customer service team who will be happy to resolve your problem as quickly and efficiently as possible with the minimum disruption possible.
Tel: 02037 455 592
Refunds will be made within 14 days of notification, via the same method that was whichever method was originally used for the transaction.
As one of the UK's few specialist sofa retailers, the Sofas24 selection process is strongly oriented toward quality and durability as well as value. Before allowing supply of a piece of upholstery from any manufacturer, our buying team not only inspect and assess the factory but also check the method of manufacture of every model and design produced.
Upholstery and sofas in particular are hand made products and as such variation and inconsistencies are common. For this reason Top Sofas take great care in supplier choice, working with only factories where quality standards are process driven and maintainable.
This means that when a model is on display in the store, we are supremely confident in it's intrinsic quality.
To represent our own confidence in our products and in addition to your statutory rights as a UK consumer we include our own 1 years warranty, free-of-charge with your new furniture.
Every structural component of your new sofas and chairs is covered comprehensively by our 1 year warranty.
Specifically all framework, joints, springs and suspension system are warranted for a period of one year.
Excluding normal fair wear and tear and all covering fabrics, leather and fillings, this means that should any structural component of your furniture fail during normal use it will be repaired free-of-charge by Sofas24 for a period of 1 year (subject to our terms and conditions).
As with any warranty or protection, in offering this service we assume proper care of your furniture by reference to your care instructions, normal use in a domestic environment and no abuse from pets, children or any other source.
In case of a fault with a product we strongly recommend to NOT conduct any repairs by customers. If such repair happens (not authorised), the warranty will be automatically voided. Sofas24 follows a process to make sure that the quality of our service remains on a high level.
Sofas24 Customer Care opens Monday to Friday 10:00am to 6:00pm (times may vary at public holidays) and you can contact us during these hours by phoning 02037 455 592, by sending an email to firstname.lastname@example.org chat on Live Chat Support Monday to Sunday 10a.m to 6p.m or writing to Customer Support
If you ever need to call Sofas24 you can rest assured that you can speak to a real person in our very own UK contact centre.
We want you to enjoy your Sofas24 Customer Experience and our aim is to help you to do this in the best way we can.
Sometimes, things do not go according to plan.
If you feel that we have not lived up to your expectations, or that we could improve our service in some way, please let us know.
Customer Satisfaction is a core component of our business and we want to know what you think.
For your convenience we have an online customer satisfaction survey that you can complete at your leisure and it will only take you three minutes.
Please tell us what we are good at and what you feel we could improve.
To monitor and improve the quality of our service some calls to our contact centre are recorded.
Rest assured that all your personal details will be kept safe and secure with Top Sofas.
We understand that you may be worried about submitting your personal details - especially when it comes to your credit/debit card numbers. However Sofas24 promise you that our website uses the safest Secure Server technology to ensure that any details you provide us with are protected to the highest standards.
Sofas24 will only use the information that we collect about you lawfully and in accordance with the Data Protection Act (1998). Sofas24 will always offer you the chance to refuse any marketing email from us. We do not sell, rent or trade your personal information to third parties for marketing purposes without your expressed consent.
If you have previously registered with Sofas24 and would like to cancel this, please email us at: email@example.com Please quote your full name, address, postcode and email address.
If you have registered to receive email newsletters from us regarding the website, you can remove your email address from our list at any time by using the links in the emails we send you.