Cancellation Policy

Consumer Contract regulations only apply to your order if the sofas have not been custom made to your specification or if you have not examined your sofa in one of our showrooms. If the Consumer Contract Regulations do apply you can cancel your sofa by notifying us, in writing, before delivery or within 14 working days beginning with the day after the date of delivery.

Should you wish to return the sofa it is your responsibility to take good care of the sofa and it must be in original packing. You are the owner of the sofas once it has been delivered to you and you are liable for any loss or damage. If you request delivery to another EU Member State you will own the sofa when it is delivered to the third party delivery providers’ premises, and you are liable for any loss or damage. Failure to take reasonable care may result in a claim against you. To minimize the risk of any such claim we ask that you return the sofa in appropriate packaging such as to prevent damage in transit.

Due to their intimate nature, all sofas will be delivered sealed in clear plastic wrapping that will allow for inspection. Any sofa that have been unsealed will be deemed as having been used. Therefore they cannot be returned for any reason other than because they are not as described or are not of satisfactory quality.

It is your responsibility to return the sofas to our warehouse in a original condition. However Sofa Heaven recognize that many customers do not have the means to do this, and so will arrange collection during normal business hours (Monday to Friday) if requested. In such circumstances a charge of up to 20% of the price of the sofa will be made to cover the cost of collecting the sofas. This charge will be calculated according to the number of items to be returned, availability of a delivery vehicle, your location and complexity of removal.

If you want to cancel your telephone or Ecommerce order please contact us on 01902 497388 or on email.


Following cancellation of your order any money paid will be refunded by the method you used to pay us and usually within 14 days.

If you are unhappy with any aspect of your furniture

Please contact us where you placed your order. They will be able to help and if necessary be able to use the dedicated service upholstery team to resolve any issue you might have.

If they fail to resolve the problem to your satisfaction and you would like to speak to somebody else about it, please email our Customer Service Department at

If you remain unhappy after following the process set out above, you may wish to refer it to the Furniture Ombudsman who is an independent organisation that provides Alternative Dispute Resolution services. Our Customer Services Dept will write to you with their contact details or you can email them direct at


  • Goods can be return within 14 days of purchase.
  • If you have changed your mind and want to return sofa item, please contact us via email and we will advise you on the returns process.
  • In the unlikely event that you receive faulty or damage sofa, however, we will offer a replacement or a refund, if the items are return to us within 14 days of receiving.
  • If you will return after 14 days you’ll be charge for the collection charges.
  • Also if your sofas don’t go through your door or you ordered the wrong sofa, size then we’ll also charge delivery charges.
  • Returns will only accept when the item is in the original packaging and Buyer will pay Return charges.
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