Returns Policy
Effective Date: 19 September 2024
At Sofa Modular, we pride ourselves on delivering high-quality, bespoke modular sofas tailored to your exact specifications. We understand that sometimes things may not go as expected, so we've outlined our return policy to clarify the circumstances under which returns will be accepted.
1. General Return Policy
Due to the bespoke nature of our products, returns will only be accepted under the following conditions:
1.1 Unused Items
- Custom Orders: Returns are not accepted for custom-made sofas, unless they meet the criteria outlined below (Section 2: Manufacturing Issues).
- In-Stock Items: If you purchased an in-stock item, you may return it within 14 days of receipt provided the item is unused, undamaged, and in its original packaging.
- The item must show no signs of wear, stains, or use.
- You are responsible for the return shipping costs. We recommend using a tracked shipping service to ensure safe return.
1.2 Non-Returnable Items
- Custom-made sofas or any other bespoke items made to your specifications are non-returnable unless there is a manufacturing defect (see below).
2. Manufacturing Issues
If you believe there is a manufacturing defect with your sofa, we will work with you to resolve the issue as quickly as possible.
2.1 Reporting a Manufacturing Issue
- You must notify us of any manufacturing defects within 48 hours of delivery.
- Contact us via email at [email protected] with your order number, description of the issue, and photographic evidence of the defect.
2.2 Assessment and Resolution
Upon receiving your claim, our team will assess the defect. If the defect is verified, we will offer one of the following solutions:
- Repair: We will arrange to repair the sofa at no extra cost to you.
- Replacement: If the defect is deemed irreparable, we will replace the faulty product with a new one.
- Refund: In rare cases, where repair or replacement is not possible, we may offer a refund.
2.3 Exclusions
The following are not considered manufacturing defects and will not be eligible for returns:
- Minor variations in colour, texture, or size due to the bespoke, handcrafted nature of the product.
- General wear and tear or damage caused by improper care or use.
- Misuse or accidental damage after delivery.
3. Return Process
3.1 Steps for Return (In-Stock Items Only)
If your return meets the conditions outlined in Section 1.1 (Unused Items):
- Contact us at [email protected] within 14 days of receiving the product.
- We will provide you with the return address and instructions.
- Once we receive and inspect the returned item, a refund will be processed to the original payment method within 14 days.
3.2 Return Shipping
- Customers are responsible for the return shipping cost unless the item is being returned due to a verified manufacturing defect.
- Ensure the item is properly packaged to avoid damage during transit. We are not responsible for items damaged in return shipping due to improper packaging.
4. Contact Us
If you have any questions about our return policy or need further assistance with a return, please contact our customer service team:
- Sales Email: [email protected]
- Customer Service Email: [email protected]
- WhatsApp: 07542 631091
- Call: 01924 806 458
- Address: Unit 10b Bankfield Mills, Huddersfield Road, Mirfield, WF14 9DQ
- Company Registration Number: 14287878
By making a purchase with Sofa Modular, you agree to this return policy.