Sofista Living Ltd – Returns, Refunds & Cancellation Policy

1. Made-to-Order Furniture

Most of our sofas and furniture pieces are made to order in your selected fabric, size, or finish.

For this reason:

• Made-to-order and customised items are non-refundable and non-returnable unless faulty, damaged, or not as described.

• Once an order has entered production, it cannot be cancelled.

• We strongly recommend requesting fabric samples before placing your order if you are unsure about colour, texture, or suitability.

2. Naple Fabric & Teddy Bouclé Orders

All sofas ordered in Naple Fabric or Teddy Bouclé Fabric are non-refundable and non-returnable.

Exceptions apply only where:

• The item has a verified manufacturing fault.

• The item arrives damaged.

• The item is materially different from the product shown and described.

Please Note:

We do not generally recommend Naple Fabric for Bubble Sofas or Turkish Sofas due to the characteristics of this fabric. Customers selecting Naple Fabric for these designs do so at their own discretion.

3. Plush Velvet Orders

Any sofa ordered in Plush Velvet Fabric in a colour other than Cream is non-refundable and non-returnable.

Exceptions apply only where:

• The item has a verified manufacturing fault.

• The item arrives damaged.

• The item is materially different from the product shown and described.

4. Made-to-Measure & Bespoke Furniture

Any made-to-measure, bespoke, custom-sized, or specially modified sofa manufactured to customer-supplied dimensions or specifications is non-refundable and non-returnable.

Exceptions apply only where:

• The item has a verified manufacturing fault.

• The item arrives damaged.

• The item is materially different from the agreed specification.

5. Cancellation Rights

Under UK consumer legislation, customers may have the right to cancel certain online purchases within 14 days of delivery.

However, this right does not apply to:

• Made-to-order furniture.

• Custom-made furniture.

• Made-to-measure furniture.

• Personalised items.

• Sofas covered under Sections 2, 3, and 4 of this policy.

For eligible non-custom items:

• Cancellation requests must be made within 14 days of delivery.

• Items must be unused, in their original packaging, and in resaleable condition.

• Return shipping costs are the responsibility of the customer.

• Original delivery charges are non-refundable.

6. Damaged, Defective or Incorrect Items

We carefully inspect all products before dispatch.

If your order arrives damaged, defective, or significantly different from what was ordered:

• You must notify us within 48 hours of delivery.

• Clear photographs of the issue must be provided.

• Packaging should be retained until the matter has been resolved.

Where a claim is verified, we may:

• Repair the item.

• Replace the item.

• Provide a full or partial refund where appropriate.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

7. Delivery Charges

Our standard delivery charges are:

• England – Free Delivery

• Scotland – £50

• Wales – £50

• Northern Ireland – £150

Where an approved return is accepted for an eligible item:

• Original delivery charges are non-refundable.

• Return delivery costs may be deducted from the refund where applicable.

8. Change of Mind & Access Restrictions

Due to the size and made-to-order nature of our furniture, we cannot accept returns or refunds for:

• Change of mind.

• Incorrect measurements supplied by the customer.

• Items that do not fit through doorways, hallways, staircases, lifts, or access points.

Customers are responsible for checking access dimensions before placing an order.

9. Refund Process & Contact Information

If a refund is approved:

• Refunds will be processed within 7–14 working days.

• Refunds will be returned to the original payment method used for purchase.

• We reserve the right to make deductions for damage caused by handling beyond what is necessary to inspect the goods.

For any questions regarding returns, cancellations, or refunds, please contact us:

Email: shop@sofistaliving.co.uk

WhatsApp: 07351385014

Sofista Living Ltd will be happy to assist you.