Refund & Returns Policy

At SofaNova, we want you to be comfortable with your purchase. This policy explains your cancellation, return and refund options.

Nothing in this policy removes or restricts any statutory consumer rights that apply to you under UK law.

1. Your Right to Cancel

If you are a UK consumer purchasing goods online, you generally have a statutory right to cancel your order within 14 days after receiving the goods, without giving a reason.

After notifying us of your cancellation, you generally have a further 14 days to return the goods.

To exercise your cancellation right, contact us at:

Email: stevenwhite77310@gmail.com

Please include your order number and clearly tell us that you wish to cancel your order.

2. Before Returning an Item

Please contact us before sending an item back so that we can provide the appropriate return instructions.

Do not send a return to an address that has not been provided or confirmed by SofaNova.

3. Condition of Returned Products

Customers should take reasonable care of products while they are in their possession.

You may handle the product as reasonably necessary to establish its nature, characteristics and functioning.

Where applicable law permits, a deduction may be made from a refund if the value of the goods has been reduced because they were handled beyond what was reasonably necessary.

4. Return Delivery Costs

Where a customer exercises a statutory cancellation right, the customer may be responsible for the direct cost of returning the goods where applicable and where permitted by law.

If a product is faulty, damaged, incorrect or otherwise does not conform to the contract, please contact us. Different statutory rights may apply.

5. Refunds

Once a valid cancellation has been received and the goods have been returned where required, we will process the applicable refund in accordance with UK consumer law.

Where required by law, refunds will normally be made using the original payment method.

Where applicable, the refund includes the cost of standard delivery originally paid by the customer.

If you selected a more expensive delivery option, any additional amount above the standard delivery cost may not be refundable where permitted by law.

6. Damaged Products

If your product arrives damaged, please contact us as soon as possible.

Please provide:

Order number
Your name
Photographs of the product
Photographs of the packaging
Description of the damage

We will review the issue and provide appropriate instructions.

7. Faulty or Defective Products

If you believe your product is faulty or defective, contact us at:

stevenwhite77310@gmail.com

Your statutory consumer rights remain unaffected.

We will assess the issue and work with you on an appropriate solution in accordance with applicable law.

8. Incorrect Products

If you receive a product that is different from what you ordered, please contact us as soon as possible.

Please provide your order number and photographs of the product received.

We will investigate the issue and provide appropriate instructions.

9. Customised or Personalised Products

Some products may be made according to customer specifications or clearly personalised.

Where applicable law provides an exception to the statutory cancellation right for such goods, that exception may apply.

Any applicable restriction will be communicated before purchase.

10. How to Request a Return

To request a return or cancellation, contact:

Email: stevenwhite77310@gmail.com

Please provide:

Your full name
Order number
Product name
Reason for contacting us
Photographs where relevant

We will provide the applicable instructions.

11. Refund Processing

Refund processing times can depend on the payment method and payment provider.

Once a refund has been authorised by SofaNova, the funds may take additional time to appear in your account depending on your bank or payment provider.