Customer care
Returns & refunds policy
Furniture is a big purchase and sometimes it simply is not right for your room. This page sets out exactly how returns work at SOFGO, who pays what, and when your money comes back.
Last updated 25 September 2026
Change of mind
14 days
The cancellation period starts the day after your item arrives.
Return delivery
Free when we got it wrong
Faulty, damaged or incorrect items are collected free. For a change-of-mind return, SOFGO will confirm any collection cost with you before booking the collection.
Refund speed
Within 14 days
Paid to the original payment method within 14 days of return or evidence it was sent.
Restocking fee
None
You get back what you paid. We do not add a restocking charge.
Returning an item because you changed your mind
- 1Tell us within 14 days, starting the day after delivery. Email support@sofgo.co.uk or use the on-site chat with your order number and the item you would like to return.
- 2Return the item within 14 days of telling us. We arrange collection for furniture.
- 3Keep the item in resaleable condition, with its packaging, legs, fittings and instructions where possible.
- 4For a change-of-mind return, SOFGO will confirm any collection cost with you before booking the collection.
- 5We refund to the original payment method within 14 days of receiving the item back, or evidence that it was sent.
Faulty, damaged or wrong item
If something arrives damaged, incomplete or not what you ordered, it is our problem to fix — you pay nothing.
- • Please check the item while the delivery team is with you and photograph anything damaged where possible.
- • Report delivery damage promptly with your order number and photos where possible. This helps us investigate but does not affect your legal rights.
- • We then 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.
Standard choices, bespoke items and 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 will tell you clearly before you order if that applies.
Refunds
- • Refunds go to the original payment method within 14 days of receiving the item back, or evidence that it was sent back.
- • Where an 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.
- • The original standard delivery cost is included in the refund. Delivery is currently free. For a change-of-mind return, SOFGO will confirm any collection cost with you before booking the collection.
Your legal rights
- • Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. Nothing in this policy affects those rights — faulty goods can be claimed for up to six months, and you have a 30-day right to reject a faulty item for a full refund.
- • Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel for any reason within 14 days starting the day after delivery. Standard colour, fabric and size choices from our range are not personalised goods and are not exempt. Only genuinely bespoke goods made to your own specification may be exempt, and we will tell you clearly before ordering if that applies.
- • Refunds are made to the original payment method within 14 days of receiving the item back, or evidence it was sent.
Start a return
Email support@sofgo.co.uk with your order number and the item you would like to return, plus photos if anything is damaged. We reply every day, 8am to 10pm.
SOFGO · 248 Lockwood Road, Huddersfield, England, HD1 3TG
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