Refunds & Returns

Returns & Refunds Policy

At DSF Sofas, we want you to be completely satisfied with your new sofa. We understand that purchasing furniture is a significant decision, which is why we aim to make our returns and refunds process as straightforward and transparent as possible.

This Returns & Refunds Policy explains the circumstances in which products may be returned, the condition items must be in, and how refunds and exchanges are handled.

This policy should be read alongside our Terms & Conditions and does not affect any statutory rights you may have under UK consumer law.

1. Returns

If you have purchased a sofa from DSF Sofas and wish to return it, please contact us as soon as possible after receiving your order.

For eligible products, customers may request a return within 14 days of delivery, subject to the conditions outlined in this policy and any applicable statutory cancellation rights.

Due to the size and nature of sofas and other large furniture items, returns can require specialist collection and transportation. Customers may therefore be responsible for applicable return or collection costs where permitted by law and where the return is not due to a fault, damage or the product being incorrectly supplied.

Please contact our customer service team before arranging or sending any return. We cannot guarantee acceptance of a return that has not been authorised in advance.

2. Condition of Returned Sofas

To qualify for a return, the sofa should be returned in an appropriate condition.

Where applicable, the product should:

  • Be unused and in a resalable condition

  • Be free from stains, marks, pet hair, odours or other damage

  • Not have been intentionally damaged or altered

  • Include all components, cushions, accessories and packaging supplied with the product

  • Be suitably protected for collection or return

  • Be returned with all original paperwork and accessories where applicable

We strongly recommend that you retain all original packaging until you are completely satisfied with your purchase.

Because sofas are large upholstered items, we may be unable to accept a return where the product has been damaged, stained or significantly handled beyond what would reasonably be necessary to inspect the product.

Where the value of an item has been diminished because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, any deduction from a refund will be handled in accordance with applicable consumer law.

3. Original Packaging

Where possible, sofas should be returned using their original packaging.

The original packaging helps protect the sofa during transportation and reduces the risk of damage occurring during the return process.

If you have disposed of the original packaging, please contact us before arranging a return. Depending on the circumstances, we may be able to discuss an alternative method of protecting the sofa for collection.

4. Return Collection

Due to the size and weight of sofas, most returns will need to be collected rather than posted or sent through a standard parcel delivery service.

Once a return has been approved, DSF Sofas will provide instructions regarding the collection process.

Customers may be required to ensure that the sofa is accessible and ready for collection at the agreed time.

If our delivery or collection team is unable to collect the sofa because suitable access has not been provided, the property is inaccessible, or the customer is unavailable at the agreed time, an additional collection charge may apply where permitted.

5. Return Delivery Charges

Unless the return is due to a fault, damage, incorrect item or another circumstance where DSF Sofas is responsible, the customer may be responsible for the reasonable cost of returning or collecting the sofa.

The applicable return or collection charge will depend on the size of the item, the delivery location and the transportation required.

Any applicable charges will be explained to you before the return is arranged wherever possible.

Where an item is returned because it is faulty, damaged on arrival, not as described, or incorrectly supplied, DSF Sofas will deal with the matter in accordance with your statutory rights.

6. Faulty, Damaged or Incorrect Items

If your sofa arrives damaged, faulty or is not the product you ordered, please contact DSF Sofas as soon as reasonably possible.

We may ask you to provide photographs or videos showing the issue so that we can assess the problem and determine the appropriate resolution.

Depending on the circumstances, we may arrange:

  • A repair

  • Replacement parts

  • Replacement cushions or components

  • A replacement sofa

  • A collection and refund

  • Another appropriate remedy

We will always aim to resolve genuine product issues as quickly and reasonably as possible.

Your statutory rights are not affected by this policy.

7. Inspecting Your Sofa on Delivery

We recommend inspecting your sofa as soon as possible after delivery.

Please check:

  • The overall condition of the sofa

  • Upholstery and stitching

  • Cushions

  • Arms and backs

  • Legs and feet

  • Reclining mechanisms, where applicable

  • Any additional components

  • The colour and model supplied

If you notice visible damage, please notify the delivery team where possible and contact DSF Sofas promptly.

If damage is discovered after delivery, please take clear photographs and contact us so that we can investigate the matter.

8. Refunds

Refunds will normally be processed once the returned item has been received and inspected, where inspection is appropriate.

The inspection allows us to establish the condition of the sofa and confirm that the correct product has been returned.

Once your refund has been approved, it will normally be made using the original payment method, subject to applicable law and the terms of your purchase.

The time taken for funds to appear in your account may vary depending on your bank or payment provider.

9. Refund Deductions

Where permitted by law, DSF Sofas may make a reasonable deduction from a refund if the returned sofa has been handled beyond what is necessary to establish its nature, characteristics and functionality and this has resulted in a reduction in value.

For example, deductions may be considered where a sofa has been:

  • Stained

  • Damaged

  • Scratched

  • Torn

  • Exposed to smoke or strong odours

  • Returned with missing components

  • Significantly used rather than simply inspected

  • Returned in a condition that requires specialist cleaning or restoration

Any deduction will be considered based on the circumstances of the individual return and applicable consumer law.

10. Items That May Not Be Eligible for Change-of-Mind Returns

Certain products may have different return conditions depending on how they are made or supplied.

For example, products that are:

  • Made to your specific requirements

  • Customised

  • Specially ordered

  • Made in a particular fabric or colour at your request

  • Personalised

  • Otherwise supplied specifically to your individual specifications

may have different cancellation or return rights where permitted by law.

If you are unsure whether your chosen sofa is eligible for a change-of-mind return, please contact DSF Sofas before placing your order.

Nothing in this section affects any rights you have in relation to faulty, damaged, misdescribed or incorrectly supplied goods.

11. Cancellation Before Delivery

If you wish to cancel your order before your sofa has been delivered, please contact us as soon as possible.

If your order has already entered production, been specially ordered, dispatched or otherwise progressed, different cancellation terms may apply depending on the product and circumstances.

We will explain any applicable cancellation arrangements and charges where relevant.

12. Exchanges

Where appropriate, DSF Sofas may be able to offer an exchange for an alternative product.

An exchange will depend on stock availability, the condition of the original sofa and the circumstances of the request.

Any difference in price between the original product and replacement product will need to be dealt with before the exchange is completed.

Additional delivery or collection charges may apply where permitted.

13. Failed Delivery and Access Issues

Before ordering a sofa, customers should carefully check that the product will fit through all relevant access points.

This includes:

  • Front doors

  • Internal doors

  • Hallways

  • Staircases

  • Lifts

  • Narrow corridors

  • Gates

  • Driveways

  • Communal entrances

Customers are responsible for providing suitable access for delivery.

If a sofa cannot be delivered because there is insufficient access, this may result in additional delivery, collection or redelivery costs.

We strongly recommend measuring your access points before placing your order.

14. Returning a Sofa – Step by Step

If you wish to request a return, please follow these steps:

Step 1 – Contact DSF Sofas

Contact our customer service team and provide your order details and the reason for your return.

Step 2 – Receive Return Instructions

We will review your request and provide the relevant return or collection instructions.

Step 3 – Prepare the Sofa

Ensure the sofa is clean, suitably protected and ready for collection, together with any relevant accessories or components.

Step 4 – Collection or Return

Where required, a suitable collection will be arranged. Alternatively, we will provide instructions for returning the product.

Step 5 – Inspection

Once the sofa has been returned, it may be inspected to establish its condition.

Step 6 – Refund or Resolution

Where a refund is due, it will be processed in accordance with this policy and applicable consumer law.

15. Contacting DSF Sofas

If you have any questions regarding a return, refund, cancellation, exchange or faulty product, please contact the DSF Sofas customer service team.

When contacting us, please provide your order number and as much information as possible about your request. Photographs can also be helpful when reporting damage or faults.

We will aim to respond to your enquiry and resolve the matter as efficiently as reasonably possible.

16. Your Statutory Rights

This Returns & Refunds Policy does not affect your statutory rights as a consumer.

If a product is faulty, not as described, not fit for its intended purpose, or otherwise fails to meet the requirements of applicable UK consumer law, you may have additional rights and remedies.

DSF Sofas will deal with such matters in accordance with applicable UK consumer protection legislation.

If you believe that your sofa does not meet the required standard, please contact us as soon as possible so that we can investigate and provide an appropriate resolution.

DSF Sofas is committed to treating customers fairly and handling returns, cancellations, refunds and product issues in a clear and reasonable manner.