Returns & Refund Policy

Sofa Concepts offers a 60-night trial on all products.

This Returns & Refunds Policy is provided in addition to your statutory rights. Your statutory rights are not affected.

60-Night Trial

You may request a return within 60 nights of receiving your order.

To begin a return, you must contact us within the 60-night trial period before sending any item back.

Returned items must be:

  • Clean
  • Undamaged
  • In good condition
  • Free from stains, marks, odours, pet hair, or signs of misuse
  • Returned with all parts, accessories, cushions, covers, and components
  • Safely packaged for transport wherever possible

We reserve the right to refuse a return or reduce the refund if an item is returned in a condition that goes beyond reasonable inspection, including if it is damaged, stained, incomplete, altered, misused, or otherwise unsuitable for resale.

Change-of-Mind Returns

We accept change-of-mind returns within the 60-night trial period.

For change-of-mind returns, the customer is responsible for the return shipping costs.

Customers may either:

  • Arrange and pay for their own return courier, or
  • Request a collection service from us (where available)

If we arrange the collection, the applicable collection fee will be confirmed before collection and may be deducted from your refund.

Examples of change-of-mind returns include:

  • You no longer want the product
  • You ordered the wrong item
  • You selected the wrong colour, size, fabric, or configuration
  • The item does not fit due to access restrictions
  • You changed your mind after delivery
  • The product was delivered correctly and matches your order

Faulty, Damaged, Incorrect or Not-as-Described Items

If your item is faulty, damaged upon arrival, incorrect, or not as described, please contact us as soon as possible.

Once the issue has been confirmed, you will not be responsible for the return costs.

Depending on the situation, we may offer one or more of the following:

  • Replacement parts
  • Product repair
  • Replacement item
  • Collection of the product
  • Partial refund
  • Full refund

To help us assess the issue, we may request photographs, videos, measurements, or other supporting information.

How to Start a Return

To request a return, please email:

hello@sofa-concepts.co.uk

Please include the following information:

  • Order number
  • Full name
  • Delivery postcode
  • Item(s) you wish to return
  • Reason for the return
  • Photographs (where applicable)

Please do not return any item before contacting us and receiving return instructions.

Returns sent without prior approval may be refused, delayed, or returned to the sender.

Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method.

Refunds are generally processed within 5 working days after the inspection has been completed. Depending on your bank or payment provider (such as PayPal, Klarna, Clearpay, or your card issuer), it may take additional time for the refund to appear in your account.

For change-of-mind returns, any applicable return or collection costs may be deducted from your refund.

For faulty, damaged, incorrect, or not-as-described items, no return collection costs will be deducted where the issue has been confirmed.

Refund Deductions

We may reduce your refund if the returned item has decreased in value due to:

  • Damage after delivery
  • Stains, marks, odours, or pet hair
  • Missing parts or accessories
  • Misuse or neglect
  • Alteration or modification
  • Incorrect assembly
  • Inadequate return packaging
  • Use beyond what is necessary to inspect the item

Any deduction will be assessed fairly and clearly explained.

Items That Cannot Be Returned

We may refuse a return if the item:

  • Has been damaged after delivery
  • Contains stains, marks, or persistent odours
  • Is missing parts or accessories
  • Has been altered or modified
  • Has been misused
  • Cannot be safely collected
  • Is returned after the 60-night trial period

This does not affect your statutory rights relating to faulty, damaged, incorrect, or not-as-described goods.

Contact Us

If you have any questions about returns or refunds, please contact us:

Email: hello@sofa-concepts.co.uk

Trading Address:
SLEEP CONCEPT LTD
Unit 1 Duncan Street, Off Nelson Street Bradford, BD5 7JS United Kingdom