We have a 14 day money back guarantee. If for any reason you do not wish to keep your items then return them to us in their original unopened condition with original packaging seals intact and we will refund the value of your goods. We recommend that you send these items with postal insurance (special delivery) as The Great British Sofa Company cannot accept responsibility for items damaged in transit to us. We regret that we cannot accept returns if the packaging has been opened or any items have been part or fully assembled so please ensure you are happy with the goods before you begin assembly. This also includes removal of packaging to gain entry to your property and our representatives will only remove packaging with permission from the customer as it affects the right of return. Our Bespoke products are not included in the 14 day money back guarantee and as such once an order is confirmed for a bespoke product the customer is bound into a legal contract to purchase. Bespoke products listed are: The Windsor Collection.
If you would like us to arrange collection of your items using our services, please contact us with your preferred collection day. There will be a charge for using this service. We will send any refund due after all items have been inspected back in our warehouses within 28 days of receipt of goods back on our premises.
In accordance with the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 you have a 14 day cooling off period within which you can cancel your order, free of charge, and be refunded the full amount originally charged for the order including any special delivery charges after all items have been inspected back in our warehouses within 28 days of receipt of goods. If however we have already dispatched the goods to you it will be up to you to return the goods to us at your expense and a full refund, minus any special delivery charges, will be issued upon receipt of the goods unless the goods are found to have a manufacturing fault in which case we will collect the goods free of charge. There are some exclusions to this policy including bespoke and made to order items which is currently the Windsor collection of sofas. If you decide to refuse delivery for any reason then we will charge a £60 delivery fee to cover the refused delivery. This includes unable to gain access, refusal of goods and withdrawal of delivery by our representatives if subjected to any verbal or physical abuse.
Manufacturer Defects
It is in the nature of wood and other natural materials that there are certain imperfections or slight markings. We only deal with quality reputable manufacturers and although we make every effort we cannot guarantee that there won’t be manufacturer defects. If after opening the packaging you find that parts have defects, significant marks or damage please notify us within a reasonable time period by e-mailing us at customerservice@thegreatbritishsofacompany.co.uk
Replacement items will then be requested and sent to you. You must email us a picture any damaged or defective items; this is very important as we need proof of damage and defects for the manufacturer to release replacement parts.
If you have missing parts, email us at customerservice@thegreatbritishsofacompany.co.uk with the part number (found within the parts list on your assembly instructions) and number of items required. If the replacement items are too big to fit through the standard letter box please advise us of a suitable day for us to deliver the parts to you. Please be aware we do not stock spare parts for all products we sell. If we need to order a part, we will advise you of an expected delivery date. This is generally takes no longer than 7 days but for some made to order items it can be longer. We will ensure that this time is kept to an absolute minimum.
