Refund policy
Returns & Refund Policy
At Sofa Hub Yorkshire, we want you to be completely satisfied with your purchase. This Returns & Refund Policy explains your rights when purchasing from us, whether online, over the telephone or in our showroom.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Stock Products Purchased Online or by Telephone
If you purchase a standard stock product online or by telephone, you have the right to cancel your order within 14 days of receiving the goods under the Consumer Contracts Regulations 2013, unless a statutory exemption applies.
To exercise your right to cancel, you must notify us within the 14-day cancellation period.
Once you have notified us, you must return the goods within 14 days.
Returned items should:
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Be returned complete with any accessories supplied.
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Be securely packaged to prevent damage during transit.
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Be returned at your own expense unless the goods are faulty or we have agreed otherwise.
You may inspect the goods as you would in a retail showroom. However, if the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics or function, we may make an appropriate deduction from your refund where permitted by law.
Returning Your Order
To arrange a return, please contact us at:
customerservice@sofahubyorkshire.com
Unless the goods are faulty or we have agreed otherwise:
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Customers are responsible for arranging and paying for the return of goods.
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Return delivery costs are non-refundable.
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We recommend using a fully insured delivery service, as you remain responsible for the goods until they are received by us.
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed using your original payment method within 2–7 working days, although your bank or card provider may take additional time to process the payment.
Missing or Delayed Refunds
If you have not received your refund after receiving confirmation from us:
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Check your bank account.
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Contact your card issuer or bank, as refunds can take several days to appear.
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If you still have not received your refund, please contact us at customerservice@sofahubyorkshire.com.
Damaged, Incorrect or Faulty Goods
Please inspect your order as soon as reasonably possible after delivery.
If you notice any visible transit damage, missing items or receive an incorrect product, we ask that you notify us within 24 hours of delivery so we can investigate promptly and resolve the issue as quickly as possible.
Where possible, our delivery team will inspect your furniture with you before leaving and may take photographs to confirm the condition of the goods upon delivery.
Failure to report visible damage within 24 hours may make it more difficult for us to investigate claims relating to transit damage. However, this does not affect your statutory rights if the goods are faulty, not as described or otherwise fail to meet the requirements of the Consumer Rights Act 2015.
If a product is confirmed to be faulty or damaged due to manufacture or delivery, we will provide an appropriate remedy in accordance with your statutory rights. This may include a repair, replacement, price reduction or refund, depending on the circumstances.
Exchanges
We only offer exchanges where a product is confirmed to be faulty, damaged during delivery, or otherwise does not conform to the contract.
If you believe your item is faulty, please contact us at:
customerservice@sofahubyorkshire.com
We may request photographs or arrange an inspection before determining the appropriate remedy.
In-Store Purchases
Products purchased in our showroom are not subject to the statutory 14-day cooling-off period that applies to online and telephone purchases.
If you change your mind after placing an order in-store, you are not automatically entitled to cancel your order or receive a refund, regardless of whether the goods have been delivered.
Any cancellation or refund for an in-store purchase is entirely at the discretion of Sofa Hub Yorkshire unless the goods are faulty, not as described or your statutory rights otherwise apply.
Made-to-Order Sofas
All of our made-to-order sofas are manufactured specifically to your chosen specifications, including (where selected):
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Dimensions
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Fabric
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Colour
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Configuration
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Feet options
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Upholstery options
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Any other customisations
As these products are made specifically to your requirements, they are generally exempt from the standard 14-day cancellation rights under the Consumer Contracts Regulations 2013.
As a gesture of goodwill, we offer a 24-hour cancellation period from the time your order is placed.
If you cancel within 24 hours, you will receive a full refund.
After the 24-hour cancellation period, your order may enter production planning, materials may be allocated, or manufacturing may commence. Once production has commenced, cancellations or amendments will not normally be accepted.
Please ensure you have carefully checked your chosen model, dimensions, configuration, fabric, colour and any optional extras before placing your order, as changes may not be possible once the 24-hour cancellation period has expired.
This policy does not affect your statutory rights where goods are faulty, not as described or otherwise fail to comply with the Consumer Rights Act 2015.
Clearance, Sale & Ex-Display Products
Clearance, sale and ex-display products are sold at reduced prices and may show signs of previous display or minor cosmetic wear.
Any known cosmetic defects will be identified before purchase.
These products are not eligible for a refund simply because you change your mind, unless required by law.
This does not affect your statutory rights where the goods are faulty, not as described or where a fault was not disclosed before purchase.
Need to Contact Us?
If you have any questions regarding returns, refunds or your order, please contact:
Sofa Hub Yorkshire Limited
44 Barnsley Road
South Elmsall
West Yorkshire
WF9 2RF
