1. General Terms.
1.1 Please read these terms and conditions carefully before placing any order with us.
1.2 Sofa Success Ltd terms and conditions apply to placing an order through our website, telephone sales or stores.
1.3 By placing an order with us, you accept and agree to these Terms & Conditions.
1.4 This site is owned and operated by Sofa Success Ltd registered office: Oakley House, Oakley Road, Battledown, Cheltenham, Gloucestershire, GL52 6NZ Company Number: 10162564
1.5 Sofa Success Ltd reserves the right to make changes to these terms and conditions at any time. This does not affect your statutory rights.
2.1 Please note, any photographs, product descriptions and measurements illustrated on our website, catalogues, emails, swatches and brochures are approximate. We do our upmost to make sure they are as accurate as possible.
2.2 All goods are manufactured within the standard industry measurement tolerances.
2.3 All products are sold subject to availability. You will be happy with the approximate lead time quoted, whether the product is in stock, or out of stock.
2.4 You should note that the product colour displayed may not be 100% accurate due to the settings on your computer monitor or printer – therefore this may not represent the product’s true colour.
2.5 Your order is unique to you, and will be supplied in accordance with the specifications detailed in your order confirmation.
2.6 You must understand that all goods may have a slight dye/shade and grain variation, particularly with neutral products such as Wood, Leather-air and Suede.
2.7 Materials may also change with age, exposure to sun and other climate conditions.
2.8 Occasionally, we may supply goods with minor differences and specifications due to reasonable circumstances beyond our control. In this case, the changes will be of equal or improved standard. This does not affect your statutory rights by law. Our guarantee still applies.
2.9 We take responsible measures in packing the products properly, to insure you receive your order in great condition.
2.10 We will not be held responsible for damage to your product caused by accidental or deliberate damage, normal wear and tear, misuse, neglect or abuse by you or any third party.
3. Cancellations & Refunds
3.1 Should you wish to cancel or amend your order, you must contact Sofa Success Ltd customer care team. This does not affect your statutory rights.
3.2 In accordance to the Consumer Protection Regulation 2000, you have the statutory right to return any product purchased, within 14 working days after delivery.
3.3 Should you wish to return a non-faulty product, you as the consumer will be responsible for the cost. You must contact us to arrange return; should you want us to collect the product, this will be charged at our normal delivery rate. Mattresses are not covered by our returns policy for hygienic reasons.
3.4 In order to return a product, please contact our Customer Care team within 14 working days of delivery. You will then be entitled to a refund or exchange. Refunds will be paid within 30 days of your notice of cancellation/after inspection of the product, to the same card as payment was taken.
3.5 On return of the product, our delivery team will inspect the product to ensure it is unused and in the same condition you received it in.
3.6 You have a legal obligation to take reasonable care of the product whilst they are in your possession. If you fail to comply with this obligation, we may have the right to take compensation from you.
3.7 You must keep your delivery note and/or receipt, as proof of purchase.
3.8 In the unlikely event that your product is faulty, our Customer Care team will arrange for your product to be replaced or repaired free of charge. In order to do this, repairs may need to be carried out at the delivery address or we will organise collection of the product.
3.9 If the repair or replacement of a faulty product is not possible, you will be provided with a refund of the amount paid for the product, to the card of which payment was taken from, within 30 days of the day we receive the faulty product back.
3.10 Should you move any products from us, from the delivery address to any other address, we will only collect the product from you if it is located within mainland England & Wales.
3.11 Should you move the product outside mainland England & Wales, it is your responsibility to arrange for it to be returned to us.
3.12 We will not be liable for damages caused by you when moving or transporting products.
3.13 Nothing in this section of Cancellations & Returns, affects your statutory rights.
4.1 Payment methods include Credit, Debit, Visa, MasterCard, Maestro. Cash payments will be made in-store only.
4.2 We shall take payment from your card once we receive your order. Once we have checked your card details and the availability of your order, your order will be processed.
4.3 Payments made by a finance agreement may require a deposit to be paid at the time of order.
4.4 All payments made by a finance agreement will require payment in full including the value of the order, VAT and the delivery cost when the order is made.
4.5 Payments for all products must be via Credit, Debit card. Cash and Approved finance agreements are to be taken in store only.
5.1 Prices and delivery charges can change at any moment. This will not affect orders which have already been placed.
5.2 All prices are shown in Pound Sterling and include VAT.
5.3 The price of any product will be as specified on our website, unless in case of an obvious error.
6.1 Interest free credit is available on all items in store priced over £300 with deposit required at the point of purchase.
6.2 Credit is provided by Pay4later. Finance is subject to status.
6.3 EXAMPLE: 0% APR representative – Cash price £599, no deposit. 12 monthly payments of £49.92. Total payment is £599, 0% fixed interest rate.
6.4 Delivery charges are not included in the price displayed.
6.5 Some special offers/clearance items may not be available for interest free credit, please ask staff in store for details.
6.6 Where credit approval is ‘differed’, your goods will not be delivered until our credit provider gives us approval.
6.7 We will advise our finance providers to activate your account from date of agreed delivery or date of purchase, depending upon the finance product taken.
7. Your Order
7.1 Once your order has been processed, your product will be made according to your personal specification, as detailed on your order confirmation.
7.2 In order to make any minor amendments to your order, you must notify us within 7 days of placing your order.
7.3 You will find an approximate delivery time on your order confirmation. Unfortunately it is not possible to give an exact date until your order arrives at our distribution centre. We will then contact you to arrange a delivery date.
7.4 All orders are subject to acceptance by us.
7.5 If we are unable to accept any orders made, for example, a product may be out of stock, we will notify you to confirm that we have been unable to accept your order and we will refund any payment taken from you, as soon as possible and, in any event, within 30 days of notifying you.
8.1 We only process orders for and deliver products to customers in mainland England and Wales at our standard delivery charge of £35, customers in Scotland will be charged £70. Anywhere else in the UK, please contact us.
8.2 Your estimated delivery time is quoted in your order confirmation; we make every effort to deliver our products as quickly as possible. Timings may occasionally differ from those quoted, if we are made aware of such changes we will advise you accordingly.
8.3 We consider a delay of up to 4 weeks over the estimated delivery date to be acceptable, and should we exceed this, we will happily refund the delivery charge back to you on all orders over £499 (not including original delivery charge).
8.4 Deliveries take place Monday-Friday (except on national bank holidays). Unfortunately we cannot supply you with an exact time or any indication whether it will be AM or PM delivery.
8.5 Once we have received your product to our warehouse, we will contact you by telephone or email to arrange a delivery date.
8.6 If you are unable to keep to an arranged delivery date, you must notify us within 2 working days prior to delivery, failure to do so or if you are not at home on the day of delivery arranged, a re-delivery charge with occur.
8.7 If you are unable to accept the delivery date provided, your estimated delivery time originally quoted may be delayed.
8.8 As part of our delivery service, our delivery team will place your new product in your room of choice and remove all packaging for recycling. Flat pack/self-assembly items and mattresses, will be left boxed/wrapped.
8.9 You are responsible for checking the condition of the products delivered and must highlight any issues to the delivery team at the time of delivery which will be noted and addressed.
8.10 Our delivery team will assess and highlight any concerns they have about delivering your product into the room of your choice in case of damage to the property and/or product(s). You may advise the delivery team to continue with the delivery but we will not be liable for any damages caused to the product or the property as a consequence of following your instructions.
8.11 You may be required to sign a waiver in the event that any doors need to be removed to gain access.
8.12 You must arrange for an adult to be at the delivery address to accept the delivery of your order on the day.
8.13 When the delivery is complete, the delivery team will ask you to confirm you are completely happy with your new product(s) before they leave by signing their documentation. Delivery of the order shall be completed once the confirmation of delivery document is signed.
8.14 If you do not sign the confirmation document to confirm you are happy with the product once delivered, this will be deemed as refusal to accept delivery and the product shall be returned to us.
8.15 Please do not dispose of your current furniture until we have contacted you to confirm a delivery date.
8.16 Unfortunately we do not offer a removal service for your old furniture; if you require removal please contact your local council/charity who may be able to assist in the responsible removal/disposal of your old furniture.
8.17 Delivery charges will apply on all orders.
9.1 It is your responsibility to ensure that there is clear access and space to receive delivery.
9.2 You must make us aware of any special circumstances that would affect delivery (for example, above ground level delivery, parking restrictions, narrow roads, one way systems, rural tracks).
9.3 Any additional costs for window/door removals or if specialist delivery is required, will be solely your responsibility.
9.4 Any awkward/tight deliveries will be delivered on your request; however a standard disclaimer must be signed by the customer where potential damage could be caused to the property or product.
9.5 Any unsuccessful deliveries where the responsibility lies with the customer, further delivery charges may occur.
9.6 It is important to check that any product can fit through doors and up any staircases prior to delivery using the product measurements to ensure the item can be delivered to your room of choice.
9.7 Please make sure that the area you want your product placed is clear before delivery.
10. Your Guarantee
10.1 We offer a 10 year guarantee on all of our furniture we sell.
10.2 The guarantee starts from the date of delivery which covers all of our products against manufacturing defects for a period of 1 year. Your sofa frame construction and frame seat springs are guaranteed for an additional 9 years after the initial 1 year guarantee ends.
10.3 Bed frames, Divans, and Mattresses are only covered for the standard 1 year against manufacturing defects from the delivery date.
10.4 This guarantee applies to mainland UK only.
10.5 The 10 year guarantee is available only to the individual named on the original order. If you sell or give away your sofa, this guarantee will no longer apply.
10.6 Ex-display items are not covered under this guarantee.
10.7 This guarantee does not include normal wear and tear, misuse, neglect, accidental or deliberate damage.
10.8 If the product fails as a result of a manufacturing defect within the guarantee period, the product will, at our discretion, be repaired or replaced.
10.9 In all cases, we reserve the right to inspect the product to verify any faults.
10.10a A call out charge of £60 inc. VAT will be payable to us to inspect the product covered by this 10 year structural guarantee after the period of 12 months from the date of delivery.
10.10b We will arrange to inspect your product, and if the fault is deemed to be a manufacturing defect, we will complete the necessary repairs or replacement and refund the call out charge.
10.10c You may be requested to provide photographic evidence prior to a visit, which will help us to resolve the issue as quickly as possible.
10.10d If a repair is not possible, we reserve the right to replace your product with a product of similar specification.
10.10e If your product forms part of an order, for example, a 2 seater and a 3 seater sofa, only the product that we have confirmed as fault will be replaced within the terms of this guarantee.
10.11 All our products are manufactured within manufacturing policies, and all sizes and specifications are subject to manufactures tolerances.
10.12 As a consumer you have certain rights regarding defective goods and this guarantee does not affect your statutory rights.
11. Our Liability
11.1 We guarantee to you that any product purchased from us will be of adequate quality and reasonably fit for purpose.
11.2 We only supply goods for domestic and private use, by accepting these terms and conditions you agree not to use these goods for any commercial, business, or resale purposes.
11.3 Nothing in this agreement excludes or limits in any way our liability for:
11.31 Loss of income or revenue
11.32 Loss of profits or contracts
11.33 Loss of business
11.34 Loss of good will
11.35 Loss of anticipated savings
11.36 Death of personal injury caused by our negligence
11.37 Fraud or fraudulent misrepresentation
11.38 Any breach of the obligations implied by Section 12 of the Sale of goods act 1979 or Section 2 of the Supply of Goods and services act 1982.
11.39 Defective product(s) under the consumer protection act 1987 or any other matter for which it would be illegal or unlawful for us to exclude or attempt to exclude our liability.
12. Title, Risk and Communications
12.1 The products will become your responsibility from the time of delivery.
12.2 Ownership of the products will only pass to you once we have received full payment, including the delivery charge.
12.3 Applicable laws state that certain information or communication we send to you should be in writing; when using our site or telephone sales, you accept that communications with us will mainly be electronic. For contractual purposes, you agree to this electronic means of communication.
13. Events outside our control
13.1 We cannot be held liable for any delays/failures in performance of any of our responsibilities under these Terms & Conditions that have been caused by events outside of our reasonable control.
13.2 Such events as:
13.21 Industrial action such as strikes, lock outs etc.
13.22 Civil actions such as terrorist attacks/threat of terrorism, war, riots.
13.23 Weather conditions such as, floods, storms, earth quakes, fires, natural disasters.
14. Intellectual Property
14.1 You acknowledge and agree that all copyright, trademarks and all other intellectual property rights, in all content published on this website, at all times, will remain with us or licensors.
14.2 You acknowledge and agree that material published on this website is available for your personal use only.
14.3 You must not use any part of the material on our website for commercial use.
15. Accuracy of Content
15.1 We take every care in preparation of the content on this website, in particular to ensure that prices are correct at the time of publishing and all products have been fairly described.
15.2 Orders will only be accepted if there are no material errors in the description of the product or the price advertised.
15.3 Every effort is made to display the product colour as accurate as possible on this website.
15.4 Colour reproduction depends on your computers’ monitor; we cannot guarantee that your monitors’ display of the colour is accurate to the actual product.
16. Damage to PC
16.1 Sofa Success Ltd makes every effort to ensure that this website is free from viruses or defects.
16.2 Due to the nature of the internet, we cannot guarantee that using this website won’t affect your computer.
16.3 We will not be liable in the unlikely event that this website damages your computing equipment.
16.4 We recommend in using the correct firewall and anti-virus soft wear when using this or any other websites.