We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Purchases, shipping, and customer service are governed under the same terms and conditions established by www.sofa-covers.co.uk.
Your Satisfaction Matters
At www.sofa-covers.co.uk, your satisfaction is our priority. We strive to ensure every order arrives in perfect condition. If any issue arises, please follow the clear, quick, and solution-oriented procedure below.
Report a Problem
- If your item is defective, damaged on arrival, or does not match the description, please contact us within 14 days of receipt.
- If your parcel has not been delivered, notify us within 30 days of the estimated delivery date (as per tracking).
- For visible damage, take photos of the packaging and contents and send them to us as soon as possible.
Required Documentation
When contacting us at contact@sofa-covers.co.uk, please include:
- Your order number and full name.
- Clear photos of the product, packaging, and defect.
- A brief explanation of the issue.
Processing Commitment
- We acknowledge receipt of your message within 48 business hours.
- We will assess and propose a solution within 5 business days: replacement, partial or full refund, or store credit.
- If a replacement is approved, we will coordinate shipment according to availability.
Returns and Shipping Costs
In most cases, we aim to resolve issues without requiring a physical return (for example, sending a replacement or issuing a refund for low-value items). This ensures a faster and more convenient resolution.
If a physical return is approved due to a product or transport fault, we will provide a prepaid return label. In other cases, return shipping costs will be at the customer’s expense unless otherwise agreed.
Exceptions
The following items are non-refundable unless a verified defect is found:
- Customised products (engraved or made-to-measure items).
- Hygiene or perishable products.
- Items marked as “final sale”.
Refund Processing Time
Refunds are initiated within 7 business days of approval. The time it takes for the funds to appear depends on your bank, typically between 5 and 14 business days.
Taxes or import duties paid during import are generally non-refundable by www.sofa-covers.co.uk, as these are collected by local authorities. We will, however, assist you with any documentation needed for potential claims.
Parcels Marked as “Delivered” but Not Received
If the tracking information shows your parcel as “delivered” but you have not received it, please notify us immediately. We will open an investigation with the courier. These investigations can take several weeks. If the parcel is confirmed lost, we will offer a replacement or a refund.
Manufacturer’s Warranty
Some products come with a manufacturer’s warranty. In such cases, we will assist you in managing the process to obtain repair or replacement.
Customer Service
Email: contact@sofa-covers.co.uk
Response time: within 48 business hours.
Hours: Monday to Friday, 9 AM – 6 PM
Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.