Terms & Conditions

About Us

Sofa Emporium is a trading name of Sofa Emporium Limited, registered in England and Wales under company number 15192364.

VAT registration number: GB454829070.

You can contact us about orders, deliveries, cancellations or complaints at:

Email: sales@sofa-emporium.com
Retford showroom: 01777 854440
Dinnington showroom: 01909 768205

Our showroom addresses are:

Unit 5 Northern Tower, Retford, Nottinghamshire, DN22 6DS.

2a Manor Drive, Dinnington, Sheffield, S25 3QU.

These terms apply to consumer purchases. Nothing in these terms limits or excludes your statutory rights.

Delivery Areas and Service

We currently offer home delivery to mainland England and Wales. We do not currently deliver to Scotland or Northern Ireland.

Please contact us before ordering if you are unsure whether your address is covered.

Our specialist two-person furniture delivery partner will contact you to arrange delivery when your order is ready.

Where room-of-choice delivery and set-up are included, these remain subject to safe and suitable access. Any delivery restrictions or additional charges will be explained before purchase.

Please tell us in advance about stairs, narrow entrances, restricted parking, access restrictions or other circumstances that may affect delivery.

Delivery Times and Delays

Estimated delivery times are shown on individual product listings or agreed when you order.

Unless expressly agreed as a firm deadline, delivery dates are estimates. We will keep you informed of significant delays and provide an updated estimate where possible.

If delivery by a particular date is essential, please tell us before placing your order so we can confirm whether we can agree to that deadline.

If no delivery period has been agreed, we will deliver without undue delay and normally within 30 days of the contract being formed.

Nothing in these terms removes your legal rights if we fail to deliver within the agreed period, including any right to set a further reasonable deadline or cancel for a refund where the law allows.

Checking Access and Furniture Dimensions

Please check that your chosen furniture will fit both its intended position and the full delivery route, including doors, corridors, stairs and landings.

Contact us before ordering if you need help understanding dimensions or access requirements. Where you rely on specific advice we give, your statutory rights remain unaffected.

Dimensions are approximate. Upholstered furniture may have small manufacturing variations, typically up to 3cm. This does not excuse a material difference from the agreed description.

If a measurement is critical, please ask us to confirm suitability before ordering.

Our delivery team may stop or refuse an attempted delivery where proceeding would be unsafe or likely to damage the furniture or property.

If delivery cannot be completed, we will discuss suitable arrangements with you. We will not leave furniture outside or in an unsuitable location without your agreement.

Where a failed delivery results from inaccurate access information or an avoidable issue within your control, any proposed storage or redelivery charge will be explained and must be reasonable. Your statutory cancellation rights remain unaffected.

Ordering, Acceptance and Pricing Errors

Please check your chosen product, colour, configuration, dimensions, delivery address and contact details before placing your order.

Placing an online order constitutes an offer to purchase. An automated order acknowledgement confirms receipt only and does not constitute acceptance, even where payment has been taken. For online orders, a binding contract is formed when we send a separate email expressly confirming acceptance.

We aim to contact you within 24 hours of receiving your order to check the details and explain the next steps.

For showroom and telephone purchases, we will make clear when your order is accepted and provide confirmation of the agreed details.

We take reasonable care to ensure that website prices are accurate. However, errors may occasionally occur.

If we identify a pricing error before accepting your order, we will contact you as soon as reasonably possible. You may choose to proceed at the correct price or withdraw your order for a full refund of any payment made. We will not charge an additional amount without your agreement.

If we cannot contact you after reasonable attempts, we will decline the order and refund any payment received.

Where a binding contract has already been formed, we will only cancel because of a pricing error where permitted by law, including where the error was obvious and could reasonably have been recognised as a mistake.

All prices include VAT where applicable. Any delivery or additional service charges will be explained before you commit to your purchase.

Inspecting Your Delivery

Please inspect your furniture on delivery where reasonably possible and report any visible damage or missing items to the delivery team.

If you discover an issue afterwards, contact sales@sofa-emporium.com as soon as reasonably possible, including your order number, a description and photographs if available.

Signing a delivery note does not remove your statutory rights or prevent you from reporting damage or faults discovered later.

We remain responsible for the goods until they come into your physical possession, or that of a person you nominate, except where the law provides otherwise.

Changes to Your Order

Please contact us promptly if you wish to change your order.

We will check whether the supplier can accommodate the change. Changes may affect the price or delivery estimate, and we will obtain your agreement before proceeding.

Supplier production deadlines do not override your statutory cancellation rights.

Cancelling an Online or Telephone Order

Where your purchase qualifies as a distance contract, you normally have the right to cancel without giving a reason from the time the contract is formed until 14 days after the day you receive your goods.

For one order delivered in separate instalments, the cancellation period normally ends 14 days after the day you receive the last item.

To cancel, email sales@sofa-emporium.com or contact us using the details above with a clear statement of your decision. Please include your name, address and order number.

You may use the cancellation form below, but you do not have to.

After notifying us, you must return the goods within a further 14 days unless we have agreed to collect them.

Please contact us before arranging a return so we can confirm the appropriate return address and practical arrangements.

Bespoke and Personalised Orders

The statutory change-of-mind cancellation right does not apply to goods genuinely made to your individual specifications or clearly personalised.

An item is not automatically exempt simply because it is manufactured after you order it. Choosing from standard options does not necessarily make an item bespoke.

Where we consider an order exempt, we will explain the specific customisation and the cancellation restriction before you commit to purchase.

Your rights where goods are faulty, damaged, misdescribed or otherwise fail to meet legal requirements still apply.

Returns and Refunds Following Cancellation

You may inspect your furniture as you reasonably would in a showroom.

Please take reasonable care of it while it is in your possession and package it securely for return. Retaining the original packaging is helpful, but it is not a condition of exercising your statutory cancellation rights.

Where permitted by law, we may reduce a refund to reflect a loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. We will explain any proposed deduction.

We do not charge a restocking or cancellation fee when you exercise a statutory distance-selling cancellation right.

For change-of-mind returns, you are responsible for the direct return cost only where we informed you of this before purchase. For bulky furniture that cannot normally be returned by post, we will provide the return cost or a reasonable estimate before you order.

Where we arrange collection, any charge will reflect the direct collection cost previously disclosed.

We will refund the purchase price and any standard outward delivery charge. If you selected a premium delivery service, we only have to refund the equivalent standard delivery charge.

Refunds will be made without undue delay and within the applicable legal deadline. Where you return the goods yourself, this will normally be within 14 days of receiving them back or receiving evidence that you have sent them back, whichever is earlier. Where we agree to collect, the applicable refund deadline is normally 14 days after you notify us of cancellation.

Refunds will use the original payment method unless you expressly agree otherwise, with no refund processing fee.

Showroom Purchases and Other Cancellation Requests

For showroom purchases, there is generally no automatic legal right to cancel simply because you change your mind.

As a goodwill policy, we allow cancellation within 48 hours of placing your order for a full refund.

After that period, or for bespoke orders without a statutory cancellation right, please contact us. We will consider whether cancellation is possible.

Where we agree to cancellation, any amount retained or charged must be reasonable, reflect our actual net loss directly caused by the cancellation and take account of reasonable steps to reduce that loss, including resale where possible.

Deposits are not automatically forfeited, and no fixed minimum cancellation percentage applies.

This section does not affect your rights concerning faulty goods, misdescription or late delivery.

Faulty, Damaged or Incorrect Goods

Your furniture must be of satisfactory quality, fit for its purpose and as described.

If it does not meet these requirements, you have statutory remedies. These normally include a short-term right to reject within 30 days of delivery and, where applicable, rights to repair, replacement, a price reduction or a refund.

Please contact us promptly so we can assess the issue and arrange an appropriate remedy.

Where you are legally entitled to return faulty, damaged or misdescribed goods, we will arrange collection or cover reasonable return costs as required by law.

Original packaging is not required for a statutory faulty-goods claim.

Your rights may continue beyond the expiry of a manufacturer’s guarantee or optional care plan.

Finance and Payment

Finance is subject to eligibility, status, affordability checks and the lender’s terms. Approval is not guaranteed.

Before applying, please review the deposit, repayment amounts, repayment period, interest rate, total amount payable and any other relevant lender information.

Any finance agreement is separate from these terms. Where an order is cancelled or refunded, we will coordinate with the finance provider as appropriate. Contact the lender about any separate rights to withdraw from the credit agreement.

Withdrawing from a credit agreement does not necessarily cancel the furniture purchase.

We will confirm the available payment methods and payment schedule before accepting your order.

Product Images, Colours and Natural Variations

We aim to show our furniture accurately. Screen settings, lighting and photography may affect how colours appear.

We recommend viewing a physical fabric or colour sample where colour matching is important.

Minor natural variations in upholstery, texture, grain and stitching may occur. These do not permit us to supply goods materially different from their description or an agreed sample.

Scatter Cushions and Substitutions

Scatter cushion fabrics or patterns may occasionally become unavailable.

If a pictured cushion cannot be supplied, we will contact you before delivery to explain the proposed alternative. Where this changes an agreed feature of your order, we will seek your agreement rather than make an automatic substitution.

Your statutory rights remain unaffected.

Guarantees and Optional Furniture Care

Unless a product listing states otherwise, our sofas include a 12-month frame and spring guarantee. Any additional manufacturer cover will be explained in the product information or supplied guarantee documents.

Please follow the manufacturer’s care and operating instructions.

Optional Staingard furniture care plans are subject to their own terms, limits, exclusions and claims procedures. Please review the relevant plan information before purchase.

If you purchase a care plan, we aim to email the policy documents approximately 7–10 days after delivery. Please contact us if you have not received them.

Guarantees and optional care plans are additional to your statutory rights and do not replace or restrict them.

Weight Limits and Safe Use

Weight limits vary by product and manufacturer. Please refer to the relevant product information or ask us to confirm the limit for your chosen furniture before ordering.

Do not assume that the same limit applies across all sofas or reclining mechanisms.

Please use the furniture in accordance with the manufacturer’s instructions, including any stated seating and reclining limits.

Removing Your Existing Furniture

We do not currently offer removal of old furniture unless expressly agreed as part of your order.

Some charities may offer collection, subject to their own requirements.

We recommend keeping your existing furniture until your new delivery date has been confirmed, as estimated dates can change.

Complaints

If you are unhappy with a product or our service, please email sales@sofa-emporium.com with your order number and details of the issue.

We will acknowledge your complaint and aim to resolve it promptly. If an investigation is needed, we will explain the next steps and keep you informed.

Nothing in our complaints process limits your statutory rights or your right to seek independent advice.

Our Responsibility

We are responsible for losses caused by our breach of contract or failure to use reasonable care and skill where those losses were reasonably foreseeable.

We do not exclude or limit liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.