Refund policy

Refund & Returns Policy – SofapackUK

At SofapackUK, we are committed to providing high-quality furniture. If you are not satisfied with your purchase, this policy explains how returns and refunds are handled in accordance with UK regulations.

1. Return Requests

If you wish to return an item, you must contact us within 14 days of receiving your order and clearly state the reason for your return request.

We only accept returns where a valid reason is provided, such as:

  • Item arrived damaged or faulty

  • Item received is incorrect

  • Item does not match the description or images

  • Significant quality issues

Return requests without a clear reason may not be accepted.

2. Your Consumer Rights (UK Law)

Under the Consumer Contracts Regulations 2013, you still have the legal right to cancel your order within 14 days of delivery, even if you simply change your mind.

However:

  • You must still notify us within 14 days

  • Items must be returned in unused, original condition

  • You may be responsible for return shipping costs

Your statutory rights remain unaffected.

3. Condition of Returns

To qualify for a refund:

  • Items must be unused and in original packaging

  • Items must not show signs of assembly, wear, or damage

  • Sofas and large furniture must be returned in a condition suitable for resale

We reserve the right to refuse or reduce a refund if items are not returned in acceptable condition.

4. Faulty or Damaged Goods

Under the Consumer Rights Act 2015, if your item is faulty, damaged, or not as described:

  • You are entitled to a full refund within 30 days

  • After 30 days, we may offer a repair or replacement

You must report damage within 48 hours of delivery and provide photo evidence.

5. Return Costs

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect

  • For large items (e.g. sofas), a collection fee may apply

  • We recommend using a tracked delivery service

6. Refund Process

Once your return is received and inspected:

  • Refunds will be processed within 14 days

  • Refunds are issued to the original payment method

  • Standard delivery costs will only be refunded where required by law

7. Non-Returnable Items

We do not accept returns for:

  • Custom-made or made-to-order furniture

  • Items that have been assembled, used, or altered

  • Items returned without a valid reason (outside of legal cancellation rights)

8. Exchanges

We only offer exchanges where items are:

  • Faulty

  • Damaged

  • Incorrect