Last updated: 26 July 2025

Online Sofa World is a trading name of Online Sofa World Ltd.

Registered address: Unit B2, Express Business Park, Miller St, Birmingham B6 4NH, United Kingdom

📞 +44 7 453 41 41 90 · 📧 contact@onlinesofaworld.co.uk

1) Summary (Read This First)

  • Return window: You can return most items within 30 days of delivery for a refund or exchange.
  • Return cost: Free — we’ll email you a pre-paid, trackable return label (Royal Mail, DPD, or similar). Bulky items may be collected by courier.
  • Refund timing: Refunds are processed within 7 days of receiving and inspecting your return. Banks typically take an extra 3–5 working days to credit the funds.
  • No restocking fees.
  • Statutory rights: Your 14-day right to cancel under the UK Consumer Contracts Regulations still applies.

2) Your Statutory Right to Cancel (UK Consumers)

You have 14 days from the day you (or someone you nominate) receive the goods to cancel your order without giving a reason. You then have 14 additional days to send the goods back.

We will refund you in full, including the standard delivery cost you paid at checkout.

(This right sits alongside—not instead of—our 30-day store policy.)

3) Eligibility & Condition of Returns

To qualify for a refund or exchange, returned items must be:

  • Unused and in resaleable condition;
  • In the original packaging, with all accessories, manuals, and fixings included;
  • Returned using the trackable label or courier collection arranged by us.

Non-returnable items (unless faulty or not as described):

  • Personalised or made-to-order items
  • Gift cards
  • Items showing signs of misuse, neglect, improper assembly, or damage not caused by transit or manufacturing defect

You may handle goods to inspect their nature and functioning (as in a shop). We may deduct for diminished value if the item is used beyond that.

4) How to Start a Return (Step-by-Step)

  1. Email us: Send a message to returns@onlinesofaworld.co.uk (or use our contact form) within 30 days of delivery. Include your order number, full name, delivery postcode, reason for return, and photos if damaged or faulty.
  2. Receive your RMA + label: We’ll email return instructions and a pre-paid, trackable label, or arrange a courier collection for bulky items.
  3. Pack safely: Use the original packaging if possible; include all parts, fixings, and manuals.
  4. Send/collect: Drop off your parcel with the specified carrier or be available for collection. Keep your tracking receipt.
  5. Refund / exchange: Once inspected (usually within 72 hours of receipt), we’ll confirm by email. Refunds are issued within 7 days to your original payment method.

5) Faulty, Damaged or Not-as-Described Items

Email returns@onlinesofaworld.co.uk with clear photos or videos of the issue.

In many cases, we’ll send replacement parts or a full replacement without requiring a return.

If a return is necessary, we’ll provide a pre-paid label or courier collection and arrange a repair, replacement, or refund in line with the Consumer Rights Act 2015.

6) Exchanges

Want to exchange for a different colour or model? No problem — just email contact@onlinesofaworld.co.uk.

We’ll arrange an exchange free of charge.

If there’s a price difference, we’ll charge or refund the difference accordingly.

7) Change of Mind

Change-of-mind returns are accepted within 30 days of delivery.

We cover the return shipping — simply follow the process in Section 4.

8) Cancel an Order

We process orders quickly, so if you wish to cancel, please contact us immediately at contact@onlinesofaworld.co.uk.

If your order has already shipped, you can still return it within 30 days using the process above.

9) Return Address

Online Sofa World Ltd

Unit B2, Express Business Park, Miller St, Birmingham B6 4NH, United Kingdom

Please do not send anything back before receiving return instructions or an RMA — we may direct you to a specific returns hub or arrange a courier collection for large furniture items.

10) Refund Timelines & Method

  • Refunds are processed within 7 days after we receive and inspect your return.
  • Refunds are always issued to the original payment method.
  • Your bank or card issuer may take 3–5 additional working days to credit the funds.
  • We do not accept cash-on-delivery (COD) returns.

11) Late or Missing Refunds

If your refund hasn’t appeared after our confirmation:

  • Check with your bank or card provider, as some take longer to post funds.
  • If still unresolved, contact us at contact@onlinesofaworld.co.uk and we’ll investigate immediately.

12) Questions?

We’re always happy to help.

Customer Support – Online Sofa World Ltd

📧 contact@onlinesofaworld.co.uk

📞 +44 7 453 41 41 90