Sofology Cancellation UK: Shop Orders, Online Sofas and Collection
A sofa ordered after trying it in a Sofology showroom may be subject to a different change-of-mind position from one purchased entirely online or by phone. Before requesting cancellation, identify where the contract was made and whether the furniture was made to your specification.
An in-store sofa order: act quickly if the specification is wrong
Sofology says customers who buy in a store are given a 48-hour period to double-check the order and ask to alter the fabric, colour or configuration. Its support page says this is two calendar days and asks store customers to contact the branch. After that, changes are subject to approval and may incur a charge. The company’s terms distinguish a discretionary amendment from an automatic right to cancel a showroom purchase because you have changed your mind. Ask for any proposed deduction and the revised order details in writing before agreeing.
A distance order needs its own cancellation assessment
Sofology’s current terms describe cancellation rights for eligible purchases made exclusively online or by telephone, with specific qualifications about seeing the goods in a shop. They describe a route for cancellation before delivery and a post-delivery return request within the applicable 14-day period, with return costs potentially payable by the customer. It also explains that bespoke specifications can affect the position, so do not assume every customised sofa qualifies automatically. Check your precise order method and contact the retailer in writing to establish the applicable terms.
A failed delivery or a product fault is not a change of mind
If a sofa will not fit through an access route, the retailer’s terms discuss arrangements and potential collection or redelivery costs; check measurements and the company’s delivery instructions as early as possible. For damage or an alleged manufacturing fault, notify customer care and keep photographs, delivery notes and the dates of contact. The options after a fault assessment are different from simply changing the colour preference. Do not discard the sofa or arrange independent transport without agreeing a collection plan with Sofology.
A practical example
Two households order the same sofa on the same day. One signs a contract after visiting the showroom; the other completes an eligible website purchase without viewing the product in store. The first should examine the 48-hour amendment route; the second should check the distance-sale cancellation terms rather than assuming they share the same options.
Quick question
Does ordering a sofa online guarantee a free return?
No. Sofology’s terms distinguish eligibility and potential return costs. Confirm whether the item is bespoke, how the order was made and the specific cancellation procedure.
For the authoritative wording, see the official Sofology policy and the relevant official help page.