Refunds & Returns Policy

Product Returns

If you need to return a product due to a fault or change of circumstances, we ask that you first reach out to our dedicated support team to try and resolve the issue. If a resolution cannot be reached, please download and complete the RMA form and return it to Bigsofawarehouse@mail.com. Our warranty periods can be found on our website. Please note that bespoke order products can only be returned if they are faulty. The customer is responsible for the cost of returning the product for warranty repair or replacement.

Download RMA Form

Returns Policy

7-Day Free Returns

We offer a 7-day return period for unused sofas. If you decide to return the sofa within 7 days of purchase and it has not been used, you are eligible for a free return. Please ensure that the sofa is in its original condition and packaging for a smooth return process.

Repair and Temporary Replacement

After the initial 7-day period, if you encounter any issues with your sofa, we will arrange for repair services. During the repair period, which typically lasts 7 days, we will temporarily remove the sofa from your premises. As a courtesy, we can provide you with a sanitized temporary replacement sofa, which will be like-for-like used. Please note that the temporary replacement sofa is subject to availability.

Replacement or Exchange

Following the completion of repairs, we will return the repaired sofa to you. If the sofa cannot be adequately repaired, we reserve the right to offer a replacement of the same model or a similar one, subject to availability. In the event that a suitable replacement is not available, we will provide an exchange for a different product of equal or lesser value from our inventory.

No Right to Refund

Please be aware that under this policy, there is no automatic right to a refund once the initial 7-day return period has expired. Our commitment is to repair, replace, or exchange the sofa based on the aforementioned guidelines. Refunds will be provided solely at our discretion, and only under exceptional circumstances. (We offer 6 months warranty on Brand New Sofas)

If you decide to return the item and exchange it for another item, please note that you will be required to pay the delivery fee for the new item (£100). Failure to adhere to a scheduled collection appointment, regardless of the cause, will result in the imposition of rebooking charges.

Missing or Damaged Items

If you have received damaged items or products that are missing from your order, please contact us immediately on the day of receipt. Our warehouse team monitors all items dispatched and we can check your consignment to determine what has happened. In the unlikely event that we have sent you incorrect, damaged, or missing goods, we will make every effort to ship you the missing items as soon as possible. We cannot address claims for damaged products reported more than 24 hours after the goods have been signed for.

Cancellations

Our warehouse dispatches orders at 2:30 PM from Monday to Friday. If you would like to cancel your order, you have until 4:30 PM on the same day to do so. We ask that you call us as soon as possible on 07856118660, as cancellations via email may not be processed in time. If you call after 2:30 PM, your order will have already been dispatched and you will need to follow the refund procedure outlined above. Please note that bespoke order items are non-refundable and non-returnable unless they are faulty.

Used, Display, and Clearance Items

Used items or display items or Clearance items we don’t provide any warranty or will not refund with these items as they are priced accordingly. Used items are sold strictly sold as seen and it’s up to customer to make sure they are happy with the condition fully before committing to continue with the purchase. Used clearance & display sofas we can’t cancel once ordered has been placed.

Cancellation Fees

• Orders cancelled on delivery or before delivery will require delivery fee & 50% cost sofa to be paid to cover our costs.
• Cancelled orders on custom made sofa will be charged a cancellation fee 50% to cover costs materials.

Disclaimer: It’s up to the customer to fully read these terms & conditions fully before committing to continue with purchase.

Customer Service

Email: Bigsofawarehouse@mail.com

(Please note) Facebook messenger & WhatsApp are for Sales & inquiries only. For anything else, please email our customer service department.