Returns & Refunds

At Sofa Haven, customer satisfaction is one of our top priorities. We want you to feel confident when shopping with us, which is why we offer a clear and straightforward Returns & Refunds Policy.

Please read the following information carefully before requesting a return or refund.

1. Return Eligibility

You may request a return if:

  • The item arrives damaged or faulty
  • You receive the wrong product
  • The product does not match your order
  • You change your mind within the eligible return period

To qualify for a return:

  • Items must be unused and in original condition
  • Products should include original packaging where possible
  • Return requests must be submitted within the specified timeframe after delivery

2. Non-Returnable Items

Certain products may not be eligible for return, including:

  • Custom-made or made-to-order furniture
  • Personalized items
  • Clearance or final sale products
  • Items damaged through misuse or improper handling

3. Damaged or Faulty Products

If your order arrives damaged or faulty, please contact our support team as soon as possible with:

  • Your order number
  • Clear photos of the issue
  • A brief description of the damage or fault

Our team will review the issue and arrange a suitable resolution, which may include:

  • Replacement
  • Repair
  • Partial refund
  • Full refund where applicable

4. Refund Process

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds are typically processed back to the original payment method within several business days, depending on your payment provider.

5. Return Shipping

Return shipping responsibilities may vary depending on the reason for the return.

  • If the item is faulty, damaged, or incorrect, Sofa Haven may cover return-related costs.
  • For change-of-mind returns, customers may be responsible for return shipping charges.

Original delivery fees may be non-refundable unless the return is due to our error.

6. Order Cancellations

Orders may only be cancelled before dispatch or production begins.

For made-to-order items, cancellation requests after production has started may not be accepted or could incur cancellation fees.

7. Inspection & Approval

All returned products are inspected upon arrival. Sofa Haven reserves the right to refuse refunds or returns if:

  • The product shows signs of use or damage caused by the customer
  • Items are returned incomplete
  • Return conditions are not met

8. Exchange Requests

If you would like to exchange an item for a different style, colour, or product, please contact our customer service team for assistance and availability.

Additional charges may apply depending on the selected replacement product.

9. Contact Us

For any return, refund, or exchange enquiries, please contact Sofa Haven through our official customer support channels.

Our team is always happy to assist you and ensure the best possible shopping experience 🛋️✨