Sofa Returns Explained: What to Check on Delivery Day
By Alex at SOFGO ·
A clear sofa returns policy starts on delivery day: check fabric, seams, feet, mechanisms and that you received the right model while the team is still present, with photos if anything looks off.
This guide covers the 48-hour damage window, 14 day returns sofa rules, change of mind, made-to-order cancellations and refunds however you paid — from our live returns & refunds policy (last updated 25 September 2026) and delivery pages.
Live examples of corner sofa beds people actually take delivery of (Standard fabric prices on 6 November 2026):
- Linden Bay Corner Sofa Bed with Storage M99: £779 (Easy Clean £978). In stock — can arrive from tomorrow.
- Zanetta Convertible Couch with Storage B01: £998 (Easy Clean £1,197). Delivery in 5 to 10 weeks.
- Fairhaven Corner Sofa Bed with Storage M84: £1,199 (Easy Clean £1,398). Delivery in 5 to 10 weeks.
For the full delivery visit — texts, two-hour window, room-of-choice assembly — see sofa delivery and assembly: what to expect.
Check before the team leaves
Our returns page asks you to check the item while the delivery team is with you and photograph anything damaged where possible. That is the single most useful habit on delivery day.
Work through a short checklist before they go:
- Right item. Confirm the model, colour and corner side against your order confirmation. A wrong item is collected free and replaced or refunded — your choice.
- Fabric face. Look along seats, backs and arms in daylight for tears, snags, stains or crushing that looks like transit damage, not ordinary packaging creases.
- Seams and stitching. Run a hand along joins, piping and tufting. Note loose threads or open seams.
- Corners and edges. Check the outer corners that took the most handling in the hallway.
- Feet and base. Confirm every foot is present, seated and undamaged; look under for scuffs that go beyond light packaging marks.
- Mechanisms. If it is a sofa bed or has storage, open the bed briefly and lift the storage lid once (where the design allows). Listen for binding and check the sleeping surface looks complete.
- Missing parts. Legs, fittings, remote handsets (where supplied) and any instructions that should be in the pack.
- Photos. Clear shots of any issue, plus a wider shot of the whole sofa in the room, with the order number to hand.
You need enough evidence that a mark or missing part was there on arrival. Measuring doorways and stairs beforehand still helps — see will a corner sofa fit through my door and how to measure a room for a corner sofa.
Faulty or damaged: the 48-hour window
If something arrives damaged, incomplete or not what you ordered, it is SOFGO’s problem to fix — you pay nothing for collection on faulty, damaged or incorrect items.
Our delivery page states: “Faulty or damaged on arrival? Contact us within 48 hours with a photo and we will repair, replace or collect.” Use that window. Email support@sofgo.co.uk (or use on-site chat) with your order number and photos.
What happens next, from the returns page:
- We repair it in your home, replace it, or collect it and refund you — always at our cost, including collection.
- Wrong item delivered? We collect it and bring the one you ordered, or refund you in full — your choice.
- Reporting delivery damage promptly helps us investigate; it does not affect your legal rights.
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. Nothing in the SOFGO policy removes those rights — including the 30-day right to reject a faulty item for a full refund, and claims for faulty goods for up to six months, as summarised on returns. Log a sofa damaged on delivery quickly with photos.
Change of mind: 14 days
Changing your mind is different from a fault. For a non-faulty change of mind, SOFGO’s 14 day returns sofa process (Consumer Contracts Regulations, as set out on returns) works like this:
- Tell us within 14 days, starting the day after delivery. Email support@sofgo.co.uk or use chat with your order number and the item you want to return.
- Return the item within 14 days of telling us. We arrange collection for furniture.
- Keep it resaleable — unused where possible, with packaging, legs, fittings and instructions where you still have them.
- Collection cost: £150 per item for a change-of-mind return that is not faulty, deducted from your refund. Faulty, damaged or incorrect items are collected free.
- Refund to the original payment method within 14 days of receiving the item back, or evidence that it was sent.
There is no restocking fee. The original standard delivery cost is included in the refund; delivery is currently free to most of mainland UK. If the item has been used, assembled or damaged in a way that reduces what we can resell it for, we may refund less than you paid and will tell you the amount before we collect.
This is separate from the 48-hour damage report. You can still change your mind within the 14-day cancellation period even if nothing is wrong — you simply pay the £150 collection per non-faulty item.
Made-to-order cancellations
You may cancel at any time before delivery. Standard colours, fabrics and sizes from our range are not personalised goods, even where an item is made to order. Only a genuinely bespoke item made to your own specification may be exempt from the cancellation right, and we tell you clearly before you order if that applies.
A standard fabric and size from the range — even with a multi-week lead time — stays inside that framework. If you are ordering ahead for guests, check the lead window on the product page and see ordering a sofa for Christmas and overnight guests checklist.
Returns and how you paid
Refunds go to the original payment method within 14 days of receiving the item back, or evidence that it was sent. That applies however you paid — debit or credit card, Klarna or Clearpay (subject to eligibility and status), or pay on delivery — as shown in the Ways to pay box on each product page when you ordered.
We do not invent separate return quirks beyond what returns states: refund to the original method, within the timings above. For help matching a refund to an order, Message our team or email support@sofgo.co.uk.
Delivery geography still matters when you order: free to most of mainland UK; some postcodes £149 per order; we do not deliver to Northern Ireland, Scottish islands (including Skye), KW postcodes, the Isle of Wight, Isle of Man, Channel Islands or Isles of Scilly. Upstairs without a lift is £49 (1st–4th) or £199 (5th–12th), including houses. Room-of-choice assembly is free — see delivery.
FAQs
What is SOFGO’s sofa returns policy in one sentence?
Check on delivery with the team present; report damage within 48 hours with photos; change of mind within 14 days starting the day after delivery (£150 collection per non-faulty item); faulty, damaged or incorrect items collected free; refunds to the original payment method within 14 days of return or evidence it was sent — full detail on returns.
How do 14 day returns sofa rules work if I simply change my mind?
Tell support@sofgo.co.uk or chat within 14 days starting the day after delivery, then return within 14 days of telling us. Keep the sofa resaleable. Collection is £150 per non-faulty item, deducted from the refund. There is no restocking fee.
What should I do if my sofa is damaged on delivery?
Photograph the damage while the team is there if you can, then contact us within 48 hours with a photo and your order number. We repair, replace or collect at our cost. Your Consumer Rights Act rights are unaffected.
Do I pay collection if the sofa is faulty or the wrong item arrived?
No. Faulty, damaged or incorrect items are collected free. The £150 collection applies only to a change-of-mind return of an item that is not faulty.
Can I cancel a made-to-order sofa before it arrives?
Yes — cancel any time before delivery. Standard colours, fabrics and sizes from our range are not personalised goods even when made to order. Only genuinely bespoke goods may be exempt, and we tell you before you order if that applies.
How fast is the refund, and where does it go?
Within 14 days of us receiving the item back, or evidence that it was sent, to the original payment method. Start a return via support@sofgo.co.uk; we reply every day, 8am to 10pm. See also our FAQ and contact pages.
Planning a delivery or unsure about a mark you spotted? Read sofa delivery and assembly: what to expect, then the live returns and delivery pages. Browse corner sofa beds with storage or In Stock if you are still choosing — this guide is about the policy, not a hard sell.
Got a question about an order or a photo from delivery day? Message our team or email support@sofgo.co.uk. We reply between 8am and 10pm, every day.
Alex at SOFGO