Refund policy
Returns
What to do if you are unhappy
Your satisfaction is important to us, so if you are unhappy with your furniture or the service you have received, we would like to hear about it. Please contact us at info@vintagesofa.co.uk as a first step.
The Consumer Contracts Regulations 2015 which we refer to as CCR offers you rights to cancel when you buy certain types of products exclusively online via our website. These items exclude bespoke products and refer to in-stock only items.
The effect of cancellation varies dependent on how you ordered the goods. Distance selling regulations offer a 14-day grace period to change your mind after receiving the goods, so long as you ordered via our Website and have not seen the goods. You can apply for a refund minus the delivery cost. If the item has been made to order to your specifications, or a bespoke item made specifically for you, this grace period does not apply.
We cannot accept returns to the showroom, only warehouse returns will be accepted. The item must be returned using the transport legs, carefully wrapped in original packaging and in an unused condition. It is up to you to make arrangements for an item's return delivery.
You must contact the Vintage Sofa Company in writing by email to make us aware that you wish to return any item(s). Write to us at info@vintagesofa.co.uk .
Requests must be within 14 calendar days immediately following the day after delivery.
A deduction may be made from your refund if the goods are used, for any loss of value/excessive handling or when an item has been partially/fully built. You are liable for the amount by which the value of the goods is diminished as a result of you handling the goods beyond what is necessary to establish their nature, characteristics or functioning. You should protect the item from damage at all times and for example, not eat on it. For example, the deduction could be to cover the cost of cleaning or repair. The item should be returned in perfect condition, any damage incurred during use prior to return, or during private transportation when returning items is not the responsibility of the Vintage Sofa Company and you will be liable for the diminished value of the goods.
From the day of receipt of the returned goods, your refund will be processed within 14 calendar days. Within 14 days, we will inspect the goods to check their condition before processing the refund request. Over any bank holiday, one additional day for every bank holiday during the 14 day period should be added.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and let you know the expected date payment will be processed. A refund will be made to the same account payment was made from.
Bespoke Item and Made to Order Cancellation Requests
Bespoke orders and Made to Order items are made to order and/or made to customers' specification. Refunds and cancellation requests are unfortunately not possible when a bespoke item has gone into production with the manufacturer. Please contact us immediately if you would like to put in a request to amend your order by emailing: info@vintagesofa.co.uk and we will attempt our utmost to accommodate your wishes. It will depend on the stage of production your order has reached.
Amending orders on stock items (excluding goods categorised as Stunning Seconds, Clearance, Discontinued and Takeaway today items)
Where possible we will accommodate change of order requests, however, we advise you to contact us immediately at info@vintagesofa.co.uk. The earlier that requests are made the more we can do to accommodate your wishes.
Sale items
Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.
If you discover a fault with your product
How to tell us about problems
If you have any questions or complaints about the product, please contact us. You can email our customer support team on: info@vintagesofa.co.uk
As a customer, it’s your legal right to receive either a repair, replacement or refund for products that are faulty depending on how long you have had them for and the nature of the fault. We want customers to have a positive experience so will try to resolve problems as quickly as possible and may send out an independent furniture technician to assess the issue. We'll offer resolutions based on the timelines outlined in the consumer legislation in force at the time of purchase.
For purchases made after October 2015 the Consumer Rights Act 2015 applies.
Manufacturing faults reported within the Vintage Sofa 1 Year Manufacturers’ Guarantee period -
The claim will initially be investigated by an independent furniture technician, dependent on the outcome, a repair, refund, settlement sum to keep it in its current condition or a credit note may be offered.