Refund policy

1. Company Details & Contact Information

We are Sofaro, trading as SOFARO Ltd, a limited company (registration number: 16692488). Our registered office is: 178 Harrogate Road, Leeds, England, LS7 4NZ

1.1 To contact us, please use the details on our Contact Us page.
1.2 If we need to contact you, we may do so by telephone, text message, email, or postal address you provided with your order.

2. Terms

2.1 By ordering our products, you agree to be bound by these Terms and Conditions.
2.2 Before submitting your order, carefully read these terms. They explain who we are, how we supply products, how the contract may be changed or ended, and what to do if there is a problem.
2.3 We may amend these Terms from time to time without notice. If you spot an error, contact us before placing your order.

3. Our Contact With You

3.1 All orders are subject to acceptance. We will confirm your order via email, at which point a contract exists between you and Sofaro.
3.2 If we cannot accept your order, we will inform you and will not charge you. This may occur due to stock issues or errors in pricing or product description.
3.3 Our website is for promoting products to certain UK areas. Please check our Delivery Page for delivery availability before ordering.

4. Your Rights to Amend

You may contact us regarding amendments to your order prior to dispatch.

5. Products

5.1 Product images are illustrative. Colours may vary depending on your device.
5.2 Handmade products may have slight dimensional variations.
5.3 Orders of the same product at different times may vary in colour and size due to production batches.
5.4 We operate a 3% tolerance on dimensions displayed.

6. Delivery

6.1 Delivery charges: Free

6.2 Delivery dates will be agreed after order confirmation. Delivery days depend on your postcode and product availability.

6.3 Certain postcode areas may require longer delivery (1–14 working days). See full list on the Delivery Page.

6.4 Deliveries usually occur 7am–7pm. Drivers will call ~1 hour prior. Delays outside our control may occur.

6.5 You may cancel orders with significant delays for a full refund. Rarely, we may cancel orders entirely.

6.6 Buyers must inspect goods on delivery and report damage immediately. No claims accepted if signed as received in good condition.

6.7 For sofas in England, Wales, and Scotland, assembly at point of use is included in paid delivery. Customers must prepare a clear path and designate a room prior to delivery.

6.8 Products may not fit through certain entrances. In such cases, we will advise on alternatives.

6.9 Delivery limitations:

  • A responsible adult (18+) must supervise delivery.
  • Ground floor or accessible first floor only, or higher floors with adequate lift.
  • Property must be within 100m of road/hard surface.
  • Safe delivery area required.
  • Changes to order/delivery must be requested ≥2 working days before delivery

6.10 A £100 re-delivery fee applies if:

  • No one is present at delivery.
  • Delivery is cancelled/re-arranged within 48 hours.
  • Safe access is not provided.

6.11 Third-party collection: Sofaro is not liable for damage after leaving the warehouse.

6.12 Order cancellation may occur if:

  • Necessary delivery information is not provided.
  • Payment is not made by the due date.
  • Delivery date agreement is not reached.

7. Returns and Exchanges

7.1 You may cancel within 14 days of delivery. Returns must be approved and returned within 14 days.
7.2 Returns must be unused, in original packaging, and sent to our warehouse at your expense.
7.3 Exchanges follow the same procedure.
7.4 Report damages within 48 hours of delivery.
7.5 Refunds for damaged or used items may be limited to resale value.
7.6 Refunds processed after warehouse inspection may take up to 14 working days.

Return address: SOFARO LTD Registered office address: 178 Harrogate Road, Leeds, England, LS7 4NZ

7.7 Business customers are excluded from this policy.

8. Faulty Products

8.1 Report faults:

  • Within 30 days: entitlement to collection/refund or replacement.
  • First 6 months: repair or replacement may be arranged; inspection by third party may occur.
  • After 6 months: customer must prove manufacturer fault.

8.2 We may require evidence or inspection of goods.
8.3 Nothing affects your legal rights under applicable law.
8.4 All products include a 1-year manufacturer’s guarantee, unless stated otherwise.

8.5 No delivery charge applies for manufacturer fault returns.
8.6 Ex-display models may have limited coverage.
8.7 Finance-related complaints follow FCA and Financial Ombudsman Service rules.
8.8 Refunds may be reduced for wear, tear, or non-manufacturing damage.
8.9 Consumer Rights Act 2015 applies for satisfactory quality, fit for purpose, and as described.

9. Guarantee

9.1 1-year guarantee on frame and frame springs from delivery date.
9.2 Excludes deliberate damage, commercial use, and misuse.
9.3 Non-transferable.
9.4 Includes one replacement only.
9.5 Does not affect statutory rights.
9.6 Conditions: Installed by Sofaro, normal domestic use, proper care, no alterations, repairs by Sofaro/agent only.
9.7 Not covered: wear/tear, fading, minor installation issues, consumables, accidental damage.
9.8 Replacement items may vary slightly.
9.9 5-year structural frame guarantee for hardwood frames. Excludes cushions, upholstery, springs, and accidental damage.

10. Pricing and Payments

10.1 All prices include VAT.
10.2 Prices listed across platforms are accurate at time of order.
10.3 Secured price is confirmed at payment.
10.4 Finance agreements secure the price upon deposit.
10.5 Pricing errors will result in order cancellation and full refund.
10.6 Payments accepted in GBP only.
10.7 Credit/debit cards must match delivery address.
10.8 Finance contracts are between the customer and the provider, not Sofaro.