Refund policy

Changed your mind in the first 24 hours?

Tell us within 24 hours of placing your order and we will cancel it or change it free of charge — fabric, colour, size or configuration. Email info.furnituredone@gmail.com, message us on WhatsApp, or use the contact form.

After 24 hours your sofa is in production, so a change may no longer be possible — get in touch as soon as you can and we will do what we can. Your right to cancel the order altogether is not affected by that window. It is set out below.

Your right to cancel

You can cancel your order for any reason, from the moment you place it until 14 days after your sofa is delivered. You do not have to give a reason. This applies even though every sofa is made to order.

To cancel, tell us in a clear statement — email info.furnituredone@gmail.com, WhatsApp, or the contact form. You can use our cancellation form if you prefer, but you don't have to. As long as you tell us before the 14 days are up, you are in time.

What we refund

We refund what you paid for the sofa and the standard delivery charge you paid. If you chose a delivery or assembly extra that costs more than our standard delivery, we refund up to the standard cost.

We refund to the payment method you used, within 3 business days of collecting the sofa, and in any case within 14 days of it getting back to us. If you cancel before your sofa has been delivered, we refund within 14 days of you telling us.

Getting the sofa back to us

A sofa can't go back in the post, so we arrange collection for you and you'll pay for it. The cost depends on your postcode, the size of the sofa and access at your address — typically £70–£100, but it can be more (in rare cases up to around £250). We'll confirm the exact figure and the date with you before we book the collection, and we deduct it from your refund.

Please keep hold of the sofa until it is collected, and take reasonable care of it in the meantime.

Condition of the sofa when it comes back

Unpack the sofa and handle it as you would in a shop — put it together, look at it, sit on it. That is what the 14 days are for, and it does not affect your refund.

If the sofa comes back damaged or worn beyond that, we may reduce your refund to reflect the loss in value, and we will tell you what we have deducted and why. We may inspect the sofa before we refund. Keeping the original packaging helps, but it is not a condition of your refund.

Custom-made sofas

The right to cancel above does not apply to a sofa made to your own specification — one built to measurements you give us, or in a material or finish we do not offer in our published range. If you order one, we will make that clear in writing before you pay, and once the order is confirmed it cannot be cancelled.

We do not currently sell custom-made sofas. Every sofa on this site is chosen from our standard ranges, sizes, configurations and fabrics, and every one of them carries the full 14-day right to cancel set out above.

If your sofa is faulty, damaged or not as described

Have a look at your sofa when it arrives if you can — but if you spot damage later, you are still covered. Get in touch as soon as you can. Photos help, of the damage and of the packaging it came in.

We will offer to repair it or replace it, and in most cases that is the quickest way to put it right. You do not have to accept that: if you tell us within 30 days of delivery that you are rejecting the sofa, you can have a full refund instead. After 30 days we will repair or replace it; if that isn't possible, or it isn't done within a reasonable time, you can ask for a refund or a reduction in price.

For the first six months after delivery, if something is faulty it is treated as having been faulty when it arrived unless we can show otherwise.

Warranty

Your sofa comes with a 12-month manufacturer's warranty. It covers the way the sofa is built — the frame and any manufacturing defects. It does not cover normal wear and tear or accidental damage. To make a claim, get in touch and tell us what has happened.

The warranty is in addition to your legal rights, and does not replace or limit them.

Fabric samples

Fabric samples are yours to keep. There is nothing to send back.

Getting in touch

Prime Sofas, trading as Furniture Done.
Email: info.furnituredone@gmail.com
WhatsApp: +44 7521 899138
Or use the contact form.

Nothing in this policy affects your statutory rights.