Returns & Cancellations

The short version

Every sofa is made to your specification — your fabric, your colour, your dimensions. That has one important consequence for returns, and we would rather you read it before you order than after.

• Before production starts: you can cancel free of charge and we will refund any deposit in full.
• After production starts: we cannot accept a change-of-mind return, because a sofa cut to your measurements cannot be sold to anyone else.
• If something is wrong with it: faulty, damaged or not what we agreed — your legal rights apply in full, we collect at our cost, and you are not out of pocket.

Cancelling before production

If you change your mind after ordering but before we have begun making your sofa, message us on WhatsApp straight away and we will cancel the order and refund any deposit in full. There is no charge and no argument.

We will always tell you when your order is about to go into production, so you know where the cut-off is. In practice that is usually within a day of the order being confirmed, because made-to-order production is quick.

Why there is no 14-day cooling-off period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers buying at a distance normally get 14 days to change their mind. That right does not apply to goods that are made to the consumer's specification or clearly personalised — which is exactly what a made-to-measure sofa is.

We are setting this out plainly rather than burying it, because we think a customer who is surprised by this at the wrong moment has been let down. If a 14-day change-of-mind right matters to you, a made-to-order sofa may not be the right purchase, and we would rather you knew that now.

This exemption applies only to changing your mind. It does not limit any of your other rights.

If your sofa is faulty, damaged or not as described

These rights are unaffected by anything above, and we do not ask you to waive them.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your sofa is not:

• Within 30 days of delivery you have the short-term right to reject it and get a full refund.
• Within six months you can ask for a repair or replacement. If a fault appears in this period, it is treated as having been there at delivery unless we can show otherwise.
• Up to six years in England and Wales (five years from discovery in Scotland) you may still have a claim for a fault that was present when the sofa was made.

We arrange and pay for collection of a faulty sofa. You will never be asked to post, courier or transport a sofa back to us at your own expense.

Damage on delivery

Please check the sofa over while our delivery team is still with you. If there is transit damage, tell them there and then and we will deal with it immediately. If you notice damage after they have left, contact us within 48 hours with clear photographs and we will put it right.

How to report a problem

Message us on WhatsApp at +44 7424 333739, call the same number, or email barkisofahub739@gmail.com. Please include:

• Your name and delivery address
• Roughly when the sofa was delivered
• Clear photographs of the problem, and a wider shot of the whole sofa
• A short description of what is wrong and when you noticed it

We aim to respond within one working day and to agree a resolution — repair, replacement or refund — within a reasonable period after that.

Guarantees: what we do and do not offer

We do not sell a separate manufacturer's guarantee or extended warranty, and we would rather say so plainly than imply cover we do not provide.

That does not leave you unprotected. A guarantee is a voluntary promise a seller adds on top of the law; your rights under the Consumer Rights Act 2015 are not voluntary, and we cannot contract out of them. Those rights are set out in the section above, and in practice they are what a frame guarantee would cover anyway: a sofa that fails because of a defect present when it was made is our responsibility to put right.

What is not covered, by us or by the Act, is accidental damage, misuse, commercial use, normal wear such as fabric fading or gradual cushion softening, and damage caused by unsuitable cleaning products. Ask us for fabric-specific care advice and we will give it.

Complaints

If you are unhappy with how we have handled something, say so directly — email barkisofahub739@gmail.com and we will look at it again. If we cannot resolve it between us, you may be able to take the matter to an alternative dispute resolution scheme or to the courts. Nothing on this page limits your legal rights.

This page describes our policy in plain English. It is not legal advice, and it does not replace your statutory rights.

Common questions