Refund policy

Change of mind

We hope you love your new sofa, but we understand that sometimes things don't work out as expected.

If you purchase from us online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise your right to cancel, contact us at thehousingoutlet@outlook.com within the 14-day cancellation period. Please include your name, order number and delivery address.

After notifying us of your cancellation, the goods must be returned to us within 14 days.

Returning a sofa

Our sofas are large items and cannot normally be returned by standard post.

For a non-faulty change-of-mind return, you are responsible for the direct cost of returning the goods.

Return costs vary depending on your location and the size and number of pieces being collected. Our sofas normally require a two-person furniture courier. As an indication, current flexible two-person courier pricing for the collection of a large modular sofa from London to our Oldham return location is approximately £280. Collections from other locations, or for different configurations, may cost more or less.

You may arrange a suitable insured furniture courier yourself, or contact us and, where possible, we can arrange collection on your behalf. If we arrange collection, we will confirm the direct collection cost with you before the booking is made.

Please contact us before returning any goods.

Condition of returned goods

You may inspect and try your sofa to the extent reasonably necessary to establish its nature, characteristics and comfort, as you would be able to do in a showroom.

Please take reasonable care of the goods while they are in your possession.

We strongly recommend retaining all original packaging until you are certain that you wish to keep your order.

We may make an appropriate deduction from your refund if the value of the goods has been reduced as a result of handling beyond what is reasonably necessary to inspect them. This may include, for example, staining, damage, excessive use, pet hair, odours or improper handling.

Your statutory rights are not affected.

Cancelling before delivery

If you wish to cancel an order before delivery, please contact us as soon as possible at thehousingoutlet@outlook.com.

If your order has not yet been dispatched, we will cancel it and issue the appropriate refund.

If the order has already entered the delivery network, we may be unable to stop the delivery and a return or collection may need to be arranged. Any applicable direct return cost for a non-faulty cancellation will be explained to you.

Damaged, faulty or incorrect goods

Please inspect your sofa as soon as reasonably possible after delivery.

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at thehousingoutlet@outlook.com, quoting your order number and providing photographs where possible.

Where goods are faulty, damaged, not as described or otherwise do not meet your statutory rights, we will work with you to provide the appropriate remedy. Where we are legally responsible for a return, we will bear the reasonable cost of collection or return.

If possible, please notify us of visible transit damage within 48 hours of delivery. This helps us investigate the issue quickly with our delivery partner, but does not affect your statutory rights.

Refunds

Once your returned goods have been received, or where applicable we have received sufficient evidence that they have been returned, we will process any refund due without undue delay and within the timescales required by law.

Refunds will be made to your original payment method.

Where you validly cancel an online order under your statutory cancellation rights, we will refund the amount paid for the goods and the cost of our standard delivery service. If you chose a more expensive delivery option, we are not required to refund the additional amount above the cost of standard delivery.

Any properly disclosed direct return or collection cost for a non-faulty change-of-mind return may be deducted from your refund where applicable.

Please allow additional time for your bank or payment provider to process the refund after we have issued it.

Exchanges

We do not currently operate a separate exchange process.

If you would like a different colour, configuration or product, please contact us. In most cases, the simplest process will be to return the original item in accordance with this policy and place a new order.

Sale items

Sale or promotional pricing does not affect your statutory rights.

Where a sale item qualifies for statutory cancellation or is faulty, your usual legal rights continue to apply.

Your statutory rights

Nothing in this policy limits or excludes your rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For questions about a return, contact:

The Housing Edit
Email: thehousingoutlet@outlook.com