Terms and Conditions

The following Terms and Conditions apply only to orders placed via the sofastolove.co.uk website. These Terms and Conditions do not apply to any other selling platform that SofasToLove may sell on.

Your continued use of this website constitutes your agreement to be bound by these terms and conditions which shall also govern all transactions on the website to the exclusion of any other terms and conditions.

Simply Upholstery Ltd (SofasToLove) reserve the right to change these terms and conditions on occasion without notice to you and any changes will take effect on the day they are posted. Any changes will be posted on this section of the website so please ensure you keep up to date with changes and read the terms and conditions carefully.

Upon completing an order, you will be requested to confirm you have read and accept these terms and conditions and therefore it is very important to ensure you do. Before you place an order, if you have any questions relating to these terms and conditions, please contact our Online team by emailing sales@sofastolove.co.uk or calling us on 03335 773008, we will be more than happy to help.

PLACING AN ONLINE ORDER

Our website offers information on our products and the ability to place your order of such products. It is vitally important that you carefully read all product specifications and descriptions before ordering to ensure you have measured your space correctly and are sure of the product you are going to order.

Order acceptance will take place only when we confirm your order via email (or via verbal confirmation on the phone if a phone order is placed), unless you cancel your order by our terms as below, or we do not accept it or later cancel the order by our terms below.

Once you are happy with your order and have selected the right colour/size etc you will then be taken to our cart where you can pay via card, PayPal or our finance provider. For card payments, you must ensure your billing address is correct. If your billing address is not correct, then payment will not be taken, and your order will not be authorised.

We reserve the right to not accept your order or to cancel your order if any of the following apply:

We have been unable to process your payment, or a bank or merchant service provider later cancels payment (this includes if your billing address is incorrect).
Payment has been made fraudulently or by illegal means.
The item/s are no longer available from the manufacturer.
We have made an error in pricing or product description.
We do not supply to your address.

If you believe that your order has been cancelled unfairly or cancellation has occurred for any other reason than of those stated above, then please contact us.

DELIVERY

Please note… we only deliver within mainland England and Wales in the UK, and if you export outside the UK we cannot be held responsible for any additional costs should you decide you wish to return the order or it is damaged on delivery

As soon as your order arrives at our delivery partner’s warehouse you will be contacted by email and text message giving you a choice of delivery date.

The afternoon before the delivery you will be sent another text and email giving you the 3-hour timeslot for delivery along with a tracking link.

On the morning of the delivery, you will be contacted again by text advising of the delivery time. This will be followed up by the driver calling you 30-60 minutes before arrival.

Every effort is made to ensure that the delivery goes smoothly with communication between yourself and our delivery partner so that we do not miss the opportunity to deliver the goods the first time. If you are not present to accept the goods, then the delivery will be aborted, and the goods returned to the warehouse. There will be an additional charge applied for the rebooking and delivery. See the Additional Charges section for details.

The delivery drivers can only take the goods to the 2nd floor of any building so please contact us before ordering if you need additional assistance. We will try our best to accommodate you but there may be an additional charge.

Please also note that our free delivery only applies to mainland England and Wales. For delivery to Scotland, Islands of Scotland, Northern Ireland, Isle of Man and Isles of Scilly please contact us as there are surcharges for these delivery locations. Deliveries to surcharge regions will often take slightly longer to arrive.

It is your responsibility to check that there is suitable access to your property, if the delivery company cannot access your property and consequently the items are not delivered, we cannot be held responsible for this.

From time to time there can be delivery delays with our delivery partner. We know how disappointing this can be and we will do our utmost to ensure this does not occur. If there are known delays with your order, we will try to call using the number provided and failing this we will email you. SofasToLove will not be liable for any late or missed delivery or any loss of earnings.

You must provide us with working contact details so that we can contact you on the delivery date, failure to do so can lead to delays in your delivery. If we request updated contact information and we do not hear back from you within 4 working days we reserve the right to cancel your order.

Please note that for all orders, the products must be for your domestic use.

You must check your order confirmation email to make sure we have your correct delivery address. If your delivery address is incorrect, you must inform us before dispatch has occurred. If you do not inform us before dispatch has occurred this will cause delays and could lead to an additional charge/return cost. See the Additional Charges section for details.

You must provide us with directions if your address is difficult to find.

For security reasons, a signature is required upon receipt of your order. If you cannot be in for your delivery, you must let us know straight away. If you cannot have an authorised adult available at your property at the arranged delivery date and time, then the delivery attempt will be aborted.

Should you fail to be in for your delivery a redelivery fee will incur before the next attempt can be made. After 2 delivery attempts the items will be returned to us by our delivery partner and you will be charged for the delivery. See the Additional Charges section for details.

Once the goods have been delivered to your specified shipping address, you become the owner and are responsible for those goods. From the point of acceptance of goods, they will be at your risk which means you will be held liable for any subsequent damage, loss or destruction.

Should you refuse a delivery attempt from the delivery partner with the items being returned to us, then you will be charged £199.00 for the return back to us. See the Additional Charges section for details.

COOLING-OFF PERIOD

Under the Consumer Rights Act of 2015, you are entitled to cancel your contract, but only if you exercise this right no longer than 30 days after the day on which goods are received. This is the statutory cooling-off period. After this period has expired there is no right to cancel. Items cannot be returned or cancelled after the 30-day cooling-off period unless the item is confirmed as being defective.

The 30-day cooling offer period enables you to inspect the goods and verify your choice. As such it is not a period where you can or should make normal use of the furniture, the furniture must be in ‘a new’ condition. If you do use the furniture and then wish to return the items within 30 days we may require an additional payment from you to reflect the deterioration in the condition of the furniture since it has been in your home and to reflect that the item will be ‘returned stock’. The payment will be evaluated on a case-by-case basis and will be advised at the point of cancellation.

If you decide to cancel after receipt of the items, you are responsible for returning the goods to us in new condition. You are the owner of the furniture once it has been delivered to you. Failure to take reasonable care of the goods may result in a claim against you. To minimise this risk, please ensure that you pack the goods exactly as received when you return them to us to prevent any damage during transportation.

Each delivery returned due to cancellation will incur a cost of £199. See the Additional Charges section for details.

SofasToLove will always offer to book a collection for the customer. Should you wish to return the items yourself this is not a problem however you must notify us and you will be held fully accountable for any courier damage occurred. This must be done within 30 days of notification of your decision to cancel the contract.

If you cancel/return your order, we will refund the price you paid for the items. Note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by you handling them in a way which would not be permitted and are not in the condition that they were in when they were delivered to you, we reserve the right to deduct from your refund any loss of value to the goods as a result of your use or damage. We cannot refund or accept any responsibility for additional costs such as professional assembly or further delivery costs/services outside of those offered by our company.

Please note we can only issue a refund to the same payment method originally used. If you change your payment method, or the used payment method is no longer valid you will need to resolve this with your bank. Refunds will be made to a credit or debit card or PayPal and may take up to 10 working days depending on your bank. For further clarification on timings, please contact your card issuer.

RETURNS / CANCELLATIONS POLICY

If for whatever reason the item arrives damaged or faulty, we will arrange collection of this and a replacement will be sent out free of charge. Alternatively, if you wish to receive a full refund and a return of the items, we can also arrange this for you.

Any damage on an item must be brought to our attention within 7 days of receipt.

Returns are accepted within 30 days of receiving your order. If an item is damaged/faulty we may require images of this to be assessed by one of our team to see if we can help!

Unfortunately, after 30 days we cannot accept returns for a full refund, however, we can arrange to have a replacement piece sent out to you should your product be received in a damaged/faulty condition. If the product is not damaged or faulty and you wish to return an item after 30 days unfortunately this is not possible.

Please note returns cannot be accepted without the original packaging for the items so please make sure you inspect the items before throwing the packaging away!

If you would like to return an item, please contact us and we will arrange this for you.

Each delivery returned due to it being returned within the 30-day approval period will incur a cost of £199. See the Additional Charges section for details.

HOW LONG WILL MY REFUND TAKE?

If we have been unable to resolve your problem for you or if you simply want to return the items a refund will be processed as soon as the items are received back with us (typically up to 10 working days).

PRICES & PAYMENT

All prices are inclusive of VAT at the current rates and are correct at the time of entering the information into the system. The total cost of your order is the price of the products ordered, plus any delivery charges. Our VAT number is GB 428176495.

We accept the following payment methods: credit cards (Visa, MasterCard, Debit cards only), PayPal or via an agreement set up with Klarna.

Our prices are subject to change without notice, therefore we cannot guarantee our prices for any duration. Once an order has been placed and goods received we are not obliged to offer compensation for any price changes which happen thereafter.

Additional Costs

We will try and keep all additional costs to an absolute minimum but to keep all products on sofastolove.co.uk as competitive as possible the following additional costs will apply. All costs are inclusive of VAT.

Aborted home delivery + rebook charge – £89
Incorrect delivery address including change of address and redelivery after product has been received at delivery partner’s premises – £99
Delivery refused at Customer door – £199
Order cancelled at customer door – £199

GUARANTEE

All our products come with a 1-year manufacturer’s guarantee. As an additional standard feature, all products have a 5-year frame guarantee

Frame Guarantee

The following are covered:

Loose joints.
Timber Breakage.
Spring rails breaking
Springs and webbing coming loose.
Broken legs.
Chair leg faults, for example, bends/breaks caused by fault joints.
The frame of the product loses its structural integrity.

The frame guarantee does not cover this.

Maximum load limits exceeded. Please be aware that the load limit for each item is 17 stone per seat placed on each item.
General wear and tear
If there is any evidence of deliberate damage or abuse, misuse or use in a non-domestic environment. All products are manufactured to General and Domestic standards

What is not covered by the 1-year Manufacturing guarantee?

General wear and tear
Heat damage
Cosmetic damage
Colour deterioration in fabric caused by contamination by contact with hair dye, or other chemicals / bodily fluids

HOW DO YOU MAKE A CLAIM?

If something should happen with your sofa that falls under the above criteria we will need a description and photos of the fault or defect from you along with proof of purchase.
We will arrange for an independent service technician to visit you to assess whether your sofa can be fixed. We will endeavour to always repair your sofa within your own home.
We reserve the right to use alternative materials to repair your sofa, but we will try to find the closest match at all times.
We are unable to advise as to how quickly a technician will be able to attend to your home or how long any repairs may take. On occasions, the repair may not be carried out on the same day as the technician attends to assess your sofa. The technician is an expert and will ascertain whether the sofa has been treated in such a way that the 1-Year Sofa Guarantee will not apply.

CONTENT & COPYRIGHT

We take all reasonable care to ensure that all details, descriptions, dimensions, images and prices appearing on the website and in emails/calls are correct. From time to time there may be small errors and any errors shall be subject to correction without liability.
Please be aware that fabrics are shown different results if viewed on differing screens on mobiles, tablets or PC. We strongly recommend making use of the free swatch service to ensure that you are happy with your fabric design and colour choice. We want you to be delighted with your sofa when it arrives not surprised by the fabric and its colour!
Photographs are usually very accurate however the main use for the photos is for illustrative purpose only and it is possible they may not exactly match the product itself.
All content on our SofasToLove site, including descriptions, pages and images, is protected by UK copyright law. Anyone found to be using this content without our permission will be asked to remove it and could be prosecuted.

“AR Builder” AUGMENTED REALITY TOOL

We use an augmented reality tool called “AR Builder” on our website, which allows you to view the products in your own room using a mobile phone or tablet. The tool also allows you to view the product from various angles in a web browser via a desktop computer.

It is important to note that the images shown in this tool are rendered, and as such there may be slight differences in the colours it shows and the actual colour of our products.

For true colour detail, we would recommend that you use the fabric swatch service so that you can see the fabric and colour in person.