Delivery and Terms & Conditions

PLACING THE ORDER

When placing your order in our showroom we will take you through your selected products and services in detail, giving you all the information required, including maintenance and care information. All details, items and colours will be thoroughly checked, verified and you will be asked to confirm the order by signing the order form or clicking on 'Make Order' when buying online.  In confirming your order, you agree that the order and its contents are correct. Once completed, your order forms part of a legally binding contract, which cannot be cancelled by either party without charge 

As a gesture of goodwill, Sofabedexpert.co.uk offers to all customers a 48 Hour Cooling Off period from the date your order is placed during which time an order may be cancelled without a cancellation fee; any monies paid will be fully refunded. After 48 hours, there will be a minimum cancellation/administration charge of 10% or £100, whichever is the greater value. This cost covers any charges incurred by sofabedexpert.co.uk for processing, manufacturing and/or transporting costs. Where goods are cancelled under distance sales regulations, the cancellation charge will not be applied. Please refer to the 'Distance Selling' section for further information around processes and costs associated. Order cancellations after delivery will only be accepted on the grounds of faulty goods or distance selling. 

The following applies only to orders placed online,  by mail order or by telephone for items not inspected in our retail store. Distance sales contracts, are subject to a 14 day return or exchange right. This must be requested in writing in the period immediately following the day of delivery. Without having the benefit of seeing the furniture in our store prior to purchase, this period is to give you the opportunity to inspect the goods and correct any wrong choices that may have been made. Until returned, the furniture is under your ownership and it will be your responsibility to maintain and protect it, keeping it in 'as new' condition. Failure to return goods in perfect condition may result in a claim for damages. The pick up fee is £89

 

To place an order the customer is required to pay the full value of the order.

Major debit/credit cards are accepted including PayPal 

WHAT IF IT WON'T FIT?

Although we understand the difficulties in checking access routes, door sizes and corridors for delivery of oddly shaped sofas and furniture, it is always your final responsibility to ensure that your new furniture will fit into your home. If we are unable to install the furniture, we will aim to find a solution to exchange the order for furniture that will fit more easily at minimal charge. If there are no other options and the order has to be cancelled then the cancellation fee will be applied. 

WHAT IF MY FURNITURE OR HOME IS DAMAGED DURING THE DELIVERY?

Delivery of large and irregularly shaped furniture including sofas can be very difficult in many homes. There are often narrow doors, corridors and obstacles that restrict access and make installation difficult. Our delivery teams are trained to install your furniture successfully into your home without damage to either the furniture or your home. In the unlikely event of damaging your furniture or any part of your home our technicians will try to resolve the problem on the spot but if this is not possible we will provide you with a replacement furniture (the new one will be ordered)  and if your house is damaged as a result of our delivery then we will make everything to sort it out as soon as its possible  using professional sources. 

SERVICE, WARRANTY & COMPLAINTS 

Our team are on hand to help with any issues you may experience with your furniture. As a handmade product, upholstery can require service from time to time, and our team of fully trained technicians are on hand and can rectify most issues in a single visit. If ordering new parts is required we will offer you a replacement furniture for the whole period of the repair process free of charge.We are obligated to make initial contact (home visit/telephone call) within 1 working day. If we do not have relevant parts then the repair can take up to 30 days.If you have problem with your furniture or are unhappy please contact us on sales@sofabedexpert.co.uk

Please refer to our complaint's procedure here

 

2 YEARS FULL GUARANTEE ON ALL ITEMS & 12 YEARS STRUCTURE (FRAME & MEHANISM) WARRANTY! 

What it covers:

Our 2 Year Full Guarantee covers your furniture against manufacturing defects or failures of the frame construction and suspension (springs or webbing), leathers, fabrics, inners, stitching, recliner mechanisms and electrical components such as L.E.D lights systems or motorized furniture parts

The 12 years warranty covers the whole sofa bed frames and a mechanism. 

What it doesn't cover:    

The Guarantee does not cover your furniture against accidental or deliberate damage or where fabric or leather has failed as a result of exposure to chemicals or bodily fluids.  

 

Vulnerable Customer Policy

Introduction:

At SofaBedExpert.co.uk, we are committed to providing a safe, secure and accessible shopping experience for all our customers, including those who are vulnerable. This policy outlines our approach to serving and supporting customers who may require additional assistance or accommodation when shopping with us.

Definition of a Vulnerable Customer:

A vulnerable customer is someone who may require additional support due to their age, disability, mental health, language barriers or other circumstances.

Our Commitment:

We are committed to providing our vulnerable customers with the same high level of service and support as all our customers. We understand that shopping can be a challenging experience for some customers and we are here to help. Our staff are trained to provide sensitive and compassionate support to all our customers, including those who are vulnerable.

Assistance and Accommodation:

We offer a range of assistance and accommodation options for our vulnerable customers, including:

Assistance with navigating our website and placing an order
Providing product information in alternative formats, such as large print or audio
Offering additional time for customers to make a decision or ask questions
Providing support for customers with mobility, visual or hearing impairments
Offering alternative payment options, such as cash or cheque

Accessibility:

We are committed to ensuring that our website is accessible to all customers, including those with disabilities. We regularly review and test our website to ensure that it meets the needs of our customers. If you have any accessibility concerns, please let us know and we will do our best to accommodate your needs.

Feedback and Complaints:

We value the feedback of our customers and welcome any suggestions on how we can improve our services. If you are a vulnerable customer and have experienced any issues while shopping with us, please let us know. We will do our best to resolve the issue and improve our services for the future.

Conclusion:

At SofaBedExpert.co.uk, we believe that all our customers deserve a safe, secure and accessible shopping experience. We are committed to providing the same high level of service and support to all our customers, including those who are vulnerable. If you have any questions or concerns about our Vulnerable Customer Policy, please do not hesitate to contact us.

Legal bit

SOFA BED EXPERT  is owned and operated by Vasto Divani Limited 

All intellectual property rights, including copyright, for the content displayed on this website belong to  Vasto Divani Limited 

​Registered in England Company No: 10640038 (England and Wales). 

VAT GB 263585480