NEED TO KNOW… YOUR CONSUMER RIGHTS WHEN BUYING A SOFA
Whether you’ve yet to buy one or you need to return a faulty one, learn your rights when buying – and sending back – a sofa
A sofa is probably one of the most expensive furniture items you’ll ever buy, and it’s often bought on finance. This often complicates return proceedings, especially when problems with the sofa don’t appear immediately.
WHAT ARE MY RIGHTS WITH A FAULTY SOFA?
If you receive a sofa that is damaged or doesn’t function properly, simply send it back to the retailer within the standard 30-day period which is part of your statutory rights under The Consumer Rights Act 2015. It doesn’t matter if the item was on sale – if it’s faulty, it’s faulty.
Alternatively, if your sofa was fine at first, then it broke or wore out within the first few months (or years) of use, this can be a bit trickier. Under the Sale of Goods legislation, however, a retailer has a responsibility to provide you with goods of a certain quality and durability.
REFUND OR REPAIR? KNOW WHERE YOU STAND
The retailer has the right to repair the sofa in the first instance. Sorin Tutu, managing director of Casagoda explains, ‘If the damage is minor, you should speak to the retailer and give them the opportunity to repair or replace the item. The retailer has to cover the costs (including collection and redelivery) and do this in a reasonable time. If neither a repair or a replacement can be agreed,’ continues Sorin, ‘you can then ask the retailer for a discount or a full refund.’ If all else fails, you can take your case to the Furniture & Home Improvement Ombudsman (fhio.org). The company you bought the sofa from needs to be registered with them in order for them to be able to help you.
CAN I RETURN A SOFA IF IT’S NOT COMFORTABLE?
Yes, if you bought it online. Buying a sofa online gives you the right to reject it within 14 days for whatever reason, and then another 14 days to send it back after informing the seller you don’t want it.
Not all companies offer free returns on sofas that aren’t faulty, so you may have to pay for it to be collected.
HOW LONG IS A SOFA GUARANTEED FOR?
There is no standard warranty time and they vary widely in terms of what they include. If you bought a sofa with a five-year warranty that includes the frame, the interior, upholstery, stitching, then it should be easy to arrange a repair or replacement even if the fault appeared after a whole year of using the sofa.
CAN I RETURN A BESPOKE/ CUSTOM-MADE SOFA?
Generally speaking, you can only return it if it is faulty. If you want to return a custom-made sofa for other reasons, it’s still worth asking the retailer if they’ll have it back, but they are under no obligation.