We have a 30-day return policy, meaning you have 30 days after receiving your item to request a return.
All purchases, deliveries, and customer services are governed by 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 work hard to ensure that every order arrives in perfect condition. Should any issue arise, the following procedure outlines a clear, prompt, and effective way to resolve it.
Reporting a Problem
- If your product is defective, damaged upon arrival, or does not match its description, please contact us within 14 days of receipt.
- If your parcel was not delivered, notify us within 30 days from the estimated delivery date (as indicated by the tracking).
- For visible damage, please take photos of both the package and its 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.
Handling Commitment
- Acknowledgement of receipt within 48 business hours.
- Assessment and proposed solution within 5 business days: replacement, partial or full refund, or store credit.
- If a replacement is applicable, we will arrange dispatch depending on stock availability.
Returns and Shipping Costs
In most cases, we aim to resolve issues without unnecessary returns (e.g. replacement, refund without return for low-value items, or store credit) to speed up the process.
If a physical return is approved due to a defect or shipping damage, we will provide a prepaid return label. In other cases, return shipping costs will be borne by the customer unless otherwise agreed.
Exceptions
The following items are non-refundable, except in cases of verified defects:
- Customised or personalised items (engraved, made-to-measure).
- Hygiene or perishable products.
- Items marked as “final sale” on the product page.
Refund Timeframes
Refunds are initiated within 7 business days of approval; the crediting time depends on your payment provider (usually between 5 and 14 business days).
Any import duties or taxes paid are generally non-refundable by www.sofa-covers.co.uk, as they are collected by local authorities. However, we will assist you with the documentation required for any potential claims.
Parcels Marked as “Delivered” but Not Received
If tracking shows “delivered” but you have not received your parcel, please notify us immediately. We will open an investigation with the courier. Investigations may take several weeks; if the loss is confirmed, we will offer a replacement or refund.
Manufacturer’s Warranty
Some products may include a manufacturer’s warranty. In such cases, we will assist you in managing the process to obtain repair or replacement.
Customer Service
Contact: contact@sofa-covers.co.uk
Response time: within 48 business hours.
Opening hours: Monday to Friday, 9:00–18:00 (UK time)