Return & Exchange Policy
Eligibility Requirements
Returns/exchanges must be initiated within 14 days of delivery (aligned with UK Consumer Rights Act 2015) and meet furniture-specific criteria:
Eligible Items
- Unused, Unopened Products: Sofa Blankets in original packaging (with tags intact) or Bean Bags/unassembled Sofas (Single/Double Seater) in unopened boxes, with all parts (legs, screws, cushions) included.
- Damaged/Defective Items: Products with manufacturing flaws (e.g., Sofa fabric tears, Bean Bag zipper issues, broken Sofa legs) or shipping damage (e.g., dented Sofa frame, stained Sofa Blanket, torn Bean Bag cover).
- Incorrect Items: Receiving a product that doesn’t match your order (e.g., a Single Seater Sofa instead of Double, wrong color Bean Bag, Sofa Blanket in a different material).
- Unfit for Purpose: Items that don’t work as advertised (e.g., a Bean Bag that deflates quickly, a Sofa that can’t support stated weight, a Sofa Blanket that shrinks after first wash).
Non-Eligible Items
- Used Sofas/Bean Bags: Due to hygiene and wear, assembled/used Sofas (Single/Double Seater) or Bean Bags (with filling exposed) cannot be returned—unless defective.
- Damaged by Misuse: Products damaged from improper use (e.g., Sofa legs broken by standing on the frame, Bean Bag filled with non-approved materials, Sofa Blanket bleached with harsh chemicals).
- Custom-Made Items: Sofas or Bean Bags made to your specifications (e.g., custom fabric, unique size) cannot be returned unless defective—we confirm this with you before processing custom orders.
- Missing Parts: Items missing components (e.g., no Sofa legs, incomplete Bean Bag filling)—a 20% restocking fee applies to cover replacement parts.
How to Initiate a Return/Exchange
- Submit a Request: Email volley.sagas-0q@icloud.com with:
We approve/deny requests within 2 business days and provide a Return Authorization (RA) number if approved. Do not return items without an RA number—unauthorized returns will be rejected.
- Your full name, order number, and delivery address.
- Product details (e.g., "Double Seater Sofa—Grey Linen," "Extra-Large Bean Bag—Navy," "Wool Sofa Blanket—Cream").
- Reason for return/exchange (e.g., "Sofa frame damaged," "wrong Bean Bag size," "Sofa Blanket stained on arrival").
- Supporting Evidence:
- For damaged items: Clear photos/videos of the issue (e.g., torn Sofa fabric, broken Bean Bag zipper) and original packaging (if shipping damage occurred).
- For incorrect items: Photos comparing the received product to your order confirmation (e.g., Sofa size label, Bean Bag color).
- Prepare the Item:
- Sofas (Single/Double Seater): Disassemble if possible (repack legs/screws in original bag) and cover with protective wrap (we can send a free furniture cover via courier if needed). For assembled Sofas, ensure no personal items are left in cushions.
- Bean Bags: Repack in original box (if unopened) or seal the cover (to prevent filling leakage) and place in a sturdy bag.
- Sofa Blankets: Fold neatly and repack in original packaging with tags intact.
- Arrange Return Shipping:
Return Address: 22, Doncaster Street, Halifax, England, HX3 0PS
Items must arrive at our address within 10 days of RA approval—delays may affect eligibility.
- Small Items (Sofa Blankets/Bean Bags):
- Defective/incorrect items: We send a pre-paid Royal Mail label—drop off at your nearest post office within 7 days.
- Change of mind: You pay return shipping (£4.99 for Sofa Blankets, £8.99 for Bean Bags)—use a tracked service and share the tracking number with us.
- Large Items (Sofas):
- Defective/incorrect items: We arrange free collection via DPD (2-person team for Double Seater Sofas)—schedule within 7 days (couriers offer weekend slots for convenience).
- Change of mind: A £35 collection fee applies (covers heavy lifting and transport)—deducted from your refund.
Refund & Exchange Timelines
- Refunds: Processed 3–5 business days after we inspect the item. Refunds include:
- Faulty/incorrect items: Full product price + original delivery fee (no deductions).
- Change of mind: Product price minus return shipping/collection fees (£4.99–£35) and a 15% restocking fee (to cover repackaging and cleaning for resalable items).
Refunds are issued to your original payment method—banks may take 1–2 extra days to credit funds.
- Exchanges:
- Same-product replacement (e.g., new Bean Bag for defective one): Shipped within 5–7 business days of inspection—free delivery.
- Different product exchange (e.g., swap Single Seater Sofa for Double): Processed once the return is verified. Pay the price difference (if the new item is more expensive) or receive a partial refund (if cheaper). New items ship within 5–7 business days.