1. Our Terms and Conditions

You can purchase goods from us via a number of channels, including in store, via our website and on the telephone or webchat.

These are the terms and conditions (“Terms”) on which we supply our goods to you.

Since most of our orders are for delivery to the UK mainland, the focus of these Terms is those deliveries. However, we do deliver to non-mainland addresses and these Terms set out the different timescales and procedures that apply to these deliveries or alternatively, we will notify you in advance of any special terms that will apply to these orders.

We offer different terms for our products and set these out where relevant. We have set out in these Terms what our different classifications mean and if any other terms apply to these goods.

Items on display in store are the property of Sofology.

Please read these Terms carefully before you submit your order to us. These Terms tell you who we are, how we will provide goods to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

For further details about how we use information provided by you, please see the Personal Data section.

By continuing with your order you are agreeing to be bound by these Terms and any purchases that you make are subject to these Terms. If you do not accept the Terms you will not be able to order any goods from us.

2. General

These Terms apply between you and us. Unless expressly stated, no other person may benefit or rely on these Terms. Any rights under the Contracts (Rights of Third Parties) Act 1999 are excluded to the fullest extent permitted by law.

We reserve the right to change these Terms from time to time and this shall be done by updating the terms on our website. Therefore, it is important you check the terms every time you place an order.

If any provision of these Terms (or part of any provision) is found by any court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed not to form part of the Terms, and the validity and enforceability of the other provisions of these Terms shall not be affected.

Where possible, if a provision of these Terms (or part of any provision) is found illegal, invalid or unenforceable, the provision shall apply with the minimum modification necessary to make it legal, valid and enforceable.

Our website is solely for the promotion of our goods in the UK. We deliver to all parts of the UK including the Highlands and Islands of Scotland, the Isle of Man, the Channel Islands and the Isle of Wight.

These Terms and resulting contracts are governed by English law and, wherever you live, you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

3. Information about us and contact details

We are Sofology Limited, a company registered in England and Wales. Our company registration number is 01778734 and our registered office is at Ashton Road, Golborne, Warrington, WA3 3UL. Our registered VAT number is 255612214.

For details on how you can speak with our Customer Care colleagues, visit our ‘Get In Touch’ page, alternatively, you can write to us at our Support Office address which is, Sofology, Golborne Point, Ashton Road, Golborne, Warrington, WA3 3UL.

If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

When we use the words “writing” or “written” in these Terms, this includes emails.

4. Specifications

At Sofology, we exclusively design the majority of our own furniture or work in partnership with our skilled manufacturers worldwide. As part of this process, we operate a constant improvement methodology, where designs are updated and improved when necessary in order to both improve small details in the aesthetics, or to improve performance. As a result, our specifications may change without notice and, whilst our products remain essentially identical to the sample on display in store or on our website, there may be reasonable changes and updates made over time that means it is not identical.

All our products have been designed and manufactured for domestic use. If you intend to use any of our products in a commercial property or for business purposes, it is your responsibility to ensure that the products purchased meet the standards expected for the environment in which they will be used.

5. Pricing Errors

We try our best to ensure that all visible prices, both in store and on our website, are accurate and up-to-date. If we discover any errors in the pricing of the goods you have ordered we will inform you as soon as possible.

If we have displayed an inaccurate price, we are not obligated to provide the goods at the incorrect price, even if we have accepted your order, and in these circumstances, we will inform you as soon as possible and offer you the option of reconfirming your order at the correct price, or withdrawing your order. However, if we are unable to contact you, or if we do not receive a response from you within 7 days, we will then treat the order as withdrawn and you will receive a full refund of any payment you have made. Refunds will usually be made within 14 days and via the same method as the original payment.

6. Our Contract with You

To place an order with us you must:

• Provide the information we require, such as name, payment details, delivery address, email address and phone number
• Be over the age of 18
• Be purchasing goods to be delivered in the UK
• Arrange your payment method

We take payment (in full or by way of deposit) at the time you place your order. Taking payment does not mean that we have accepted your order and if we are unable to accept your order, we will refund your payment. We set out below further details in relation to your deposit and payments.

If you order via our website, you can pay by clicking on the checkout button and continuing as instructed. If you order via our Direct Sales Team or in store, you will pay once prompted by your Sofologist.

Your chosen payment type will be charged when you submit your order, whether you are paying in full or via deposit. This includes deposits prior to the finance application (if any) being submitted.

The only way we can accept payment is by one of the following payment methods: Credit /Debit card, Paypal (Website only) and 0% APR interest free credit. Depending on how you choose to pay, your payment may be subject to validation checks and/or third-party authorisations.

7. Your Order

Whenever you place an order, it is your responsibility to check that all details, items and colours on your order are correct, as well as checking when products will be available for delivery and if the timetable accords to your needs. Please note, that for non-mainland deliveries, including Northern Ireland, delivery timescales may (depending on circumstances) be amended. Delivery timescales will vary between suppliers, as well as the category of furniture, such as ‘Made to Order’, ‘Clearance’, ‘Outlet’, or ‘Rehome Me’. All delivery timescales will be discussed and agreed at the point of sale.

If we are unable to accept your order, we will inform you of this as soon as possible and will not charge you for the item that you have ordered. Examples of this include, but are not limited to: the item is out of stock; unexpected limits on our resources which we could not reasonably plan for; we have identified an error in the price or description of the item. Any money you have paid will be refunded to you in the same manner in which you paid.

8. Making Further Payments &

Claiming Back VAT

You can make additional payments towards any outstanding balance by contacting your local store or the Customer Care team.

Our prices are given in pounds sterling and include VAT and any other applicable taxes.

VAT Relief

If you’re accepting delivery in the Channel Islands and are therefore entitled to claim back the VAT, the process may vary depending on who is delivering your items. If you are arranging your own delivery to the Channel Islands, you must provide the original shipping document or bill of lading to Sofology. Once we have confirmation, the Finance Team will arrange for the VAT to be processed back to you. If we have arranged the delivery for you using one of our Delivery Partners, then we will arrange for your VAT refund to be processed.

Generally, you have to pay VAT on the things you buy, but VAT relief is available on a limited range of goods and services for people who are registered as disabled. We may have products available that you would be able to claim such relief, for example: recliners with a ‘rise and tilt’ support mechanism. The Sofology Finance Team will process a refund of the VAT once the relevant documentation has been provided. Please see relevant government websites to see if you are eligible.

9. Finance Agreements

All finance is subject to status. Sofology is a broker not a lender and will make an application on your behalf through one or more finance providers at the point of order. The finance provider will complete all necessary credit checks on the applicant and return an approved or failed status. For further details please see our Privacy Policy.

Up to 3 years 0% APR finance options available, minimum spend £600. Example monthly payments are illustrated using a 10% deposit, or £100, whichever is greater. Subject to acceptance. Credit is provided by external finance companies as determined by Sofology.

Some agreements will be delayed in decision making while your credit status is checked, this is called ‘referral’. On occasions, you may be asked to provide additional identity documents.

Once approved, you will be required to electronically sign your finance documents, as your credit agreement forms part of a linked and legally binding contract. This means that by entering into such an agreement, you are obliged to pay the specified amount by the specified due date as detailed on your finance agreement.

10. Acceptance of your Order

We will send you an email confirming our acceptance of your order, the details of your order will be confirmed in this email. Once we have accepted your order, a contract will be in place between us and we will instruct our manufacturing partners to commence production.

11. Delivery

 

Lead Times
We will inform you of the approximate lead time for delivery when you place your order and will use all reasonable endeavours to deliver within this timeframe. Please note that for non-mainland deliveries, including Northern Ireland, lead times are subject to an additional 2 weeks on top of the approximate quoted lead time, and for the Scottish Highlands it’s an additional 1 week.

Delivery Address
It is your responsibility to ensure that you notify us in relation to any changes to your delivery address.

For purchases on Finance, it is your responsibility to inform your finance provider of any change in address. We can only deliver to the address agreed with your finance provider.

Delivery Fee
We charge for the delivery and installation of your upholstery items.

• For UK mainland addresses (including Northern Ireland and the Scottish Highlands) this fee will be £129 per order.
• For non-mainland addresses (including the Islands of Scotland, the Channel Islands, the Isle of Man, the Isle of Wight and the Republic of Ireland) the fee will be £199.

You will be informed of your total delivery fee before your order is confirmed.

If your order contains multiple upholstered items they may be delivered separately but you will only be charged once for delivery.

Some in stock products may be available for collection in store, in which case we can arrange for you to collect during store opening hours, or take home immediately after purchase. Please ask at the point of order.

Missed Your Delivery or Need to Make A Change?
We work to set capacities and delivery routes, so we can arrange deliveries as quickly as possible and keep our customers updated every step of the way. If you need to change your delivery slot, we ask that you give us at least 72 hours notice. If you need to make a change with less than 72 hours notice, you will have to pay a redelivery fee. This will be charged at the current delivery rate for your delivery address.

If you’re not home when our drivers arrive, meaning we’ve been unable to make the delivery, we’ll be more than happy to come back on another day, however you will need to pay for a second delivery. This will be charged at the current delivery rate for your delivery address.

Third Party Deliveries
From time to time we may introduce you to a third party delivery provider to collect and deliver an item from one of our stores to your delivery address. If you choose this option you will enter into a contract with the third party and arrange delivery times. Such providers will make a charge to you for collection and delivery but for administrative ease this payment will be collected by us and remitted to the local delivery provider on your behalf.

Arranging Delivery
Delivery can only be arranged once the balance has been paid in full or if a finance agreement is in place for the remaining balance.

When you place an order via any channel, you will be asked to confirm the earliest possible date that you can accept delivery of your furniture. We refer to this as your “Earliest Acceptance Date”. Once this date is set, it cannot be amended, as our Supply Chain is reliant on it given we have distribution warehouses rather than storage facilities. This means we are unable to hold furniture longer than 7 days. In setting an Earliest Acceptance Date, you agree to accept your furniture within 7 days of them becoming available for delivery.

Whilst we will endeavour to deliver your goods within 7 days of them becoming available for delivery, circumstances outside of our control (for example carrier logistics) may require a longer period.

What if I can’t take delivery when agreed?
Should your goods arrive prior to your Earliest Acceptance Date, your furniture will be stored up to that date and 7 days beyond, free of charge. After that date, it is your responsibility to source your own storage facilities.

If you are unable to accept delivery within the agreed time, goods will be restocked for resale and will fall under the rules for cancellation, therefore incurring a fee of 30% of the full price of the furniture.

Signing for goods
You are responsible for ensuring that you are available to accept delivery. If you are not at the designated address at the time of delivery, there must be an adult available who is capable of receiving delivery on your behalf and who has your authority to represent you and to give instructions on your behalf. In no circumstances, will any goods be left without being signed for.

What if my sofa doesn’t fit on Delivery?
Please see section called ‘your rights to make changes to the contract’.

What if Delivery is Delayed?
Occasionally, delivery of goods to you can be delayed, this is usually out of our control. Examples may include: production issues; shortage of raw materials; a quality failure of components or materials, or delays in shipping. In all of these cases we will endeavour to provide regular updates on progress and will rebook your delivery at the earliest possible date. If delivery is delayed for a prolonged period, we will contact you to discuss alternative options. Time of delivery is not of the essence.

Ownership of Goods
You will become the owner of the goods you have ordered at the time of successful delivery or if appropriate, once they have been delivered to your courier.

 

12. Your rights to make changes to the Contract

For in-store purchases:

We encourage all of our customers to take their time and make a considered purchase, as we are unable to cancel orders where Sofology is not at fault, as there are no statutory rights to change your mind.

Purchasing a sofa is a big decision, so we give all of our customers 48 hours from the time of purchase to double check everything on their order is correct, and customers can change the colour, combination or their choice of range during this time. Customers must visit or call their local store.

Outside of the 48 hour period, decisions to amend all or part of an order are at Sofology’s discretion. In circumstances where a decision is made to amend all or part of your order, therefore changing the initial contract, you will have to contribute towards our costs, which will have been incurred by preparing and confirming your order with our manufacturing partners. If you’re outside the 48 hour period and you need to discuss amending your order, you’ll need to speak to one of our colleagues in Customer Care by visiting our ‘Get In Touch’ page.

Customers will be required to pay a 25% contribution of any items they wish to amend outside the 48 hour period. Any monies paid over and above that contribution, for goods that have not been received, will be refunded back.

13. Consumer Contract Regulations 2013

 

The Consumer Contracts Regulations 2013, which we refer to as CCR, offers you rights to cancel when you buy certain types of products exclusively online or by phone.

If you have ordered via our Direct Sales Team (on the phone) or via our Website and have not seen the goods, and you have never visited a Sofology store to see the goods before purchasing on the phone or via our website, you have the rights to cancel your order and these are set out below;

13.1 If you cancel prior to delivery, you are entitled to a full refund, including standard delivery charges. If you have paid for non-standard delivery, you will not receive a full refund of this, instead, we would retain the difference between standard delivery and any enhanced delivery charges.

13.2 If you reject items during delivery (on the day of delivery) or up to 14 days, starting the day after the day of delivery, you will be required to bear the cost of returning the goods as set out in 13.7. This also applies to items you wish to return because they have not fit into either your home or room of choice due to access issues or measurements.

13.3 You must contact Sofology in writing to make us aware that you wish to return any item(s). The Sofology General Enquiries team will also accept requests over the phone – please note, all of these calls are recorded. Call us on 03444 818181 or write to us at our Support Office address, which is: Sofology, Golborne Point, Ashton Road, Golborne, Warrington, WA3 3UL. For details on alternative ways you can speak with our Customer Care colleagues, visit our ‘Get In Touch’ page.

13.4 Requests must be within 14 calendar days, starting the day after the day of delivery.

13.5 We have a further 14 days from the initial request to collect the furniture, in the meantime, you must not use the goods and should not treat them like your own.

13.6 A deduction may be made from your refund if the goods are used, for any loss of value/excessive handling or when an item has been partially/fully built. You are liable for the amount by which the value of the goods is diminished as a result of you handling the goods beyond what is necessary to establish their nature, characteristics or functioning.

We will not deduct for the removal of packaging, but may deduct for damages or wear and tear where the item has been used rather than checked. For example, you can sit on it and test as you would do in-store, but not sleep on it, eat on it, etc. It must not be used and must be protected from damage at all times.

13.7 You must bear the direct costs of returning the goods. Sofology will charge up to 15% per item to collect, capped at a maximum of £300 per order. This fee covers, but is not limited to: the collection charge; admin costs; repacking costs and restocking costs. Items must be collected by Sofology. Regrettably, we can’t accept returns to a Store unless the item was originally collected from the Store.

13.8 From the day of collection, your refund will be processed within 14 calendar days. Within the 14 days, we will inspect and ensure the goods have been returned in good quality. We can start the refund process, however, for example, if you have bought on finance, the funds may not be received by you within the 14 days, but we will process the refund by day 14. Over any bank holiday, one additional day for every bank holiday during the 14-day period will be added.

14. Outlet Items

 

“Outlet” items consist of, but are not limited to: discontinued products; overstock; cancelled orders.

Please note, “Outlet” items were referred to as “Clearance” items on any orders placed prior to March 2023.

Availability of Outlet items are subject to location, and it may be that the product you wish to order is exclusive to a particular region. We’re unable to move items between our distribution centres. We will require your postcode in order to assess availability.

Outlet items are fast moving. They are sold subject to availability and on a ‘first come first served’ basis.

Depending on the product, the item you see in store or online may not be the exact model you receive.

For information on Delivery and Warranty, please see the relevant sections in these Terms.

15. Rehome Me Items

 

“Rehome Me” items are sold in store only and consist of, but are not limited to: items with minor imperfections; items that have been returned by customers who didn’t think they were quite the right fit for their home. The pricing of a Rehome Me item reflects its condition.

Rehome Me products are fast moving and are sold subject to availability on a ‘first come first served’ basis, therefore payment must be made in full at the point of purchase.

At present, we are regrettably unable to offer Finance as a payment method for any Rehome Me items.

For information on Delivery and Warranty, please see the relevant sections in these Terms.

 

16. Sofology Warranty

 

This clause sets out the warranty that is provided in relation to upholstered items. The points below summarise the position in relation to the goods. Please note that our warranty does not affect your statutory rights.

16.1 The Sofology warranty varies depending on the time of purchase, as well as the type of items you have purchased.

Made to Order & Outlet Items

For purchases on or after 7th November 2023, Sofology provides you with a Lifetime Structural Warranty. If you purchased prior to this date, and would like information about the warranty available on our furniture, please ‘Get in Touch’ with our Customer Service Team.

Our Structural Warranty covers your furniture against manufacturing defects or failures of the frame construction and suspension (springs or webbing).

We also provide a Manufacturing Warranty for manufacturing defects for 2 years on:

• Leather & Fabric Coverings
• Interiors & Cushions
• Feet
• Stitching
• Mechanisms (Moving Parts, such as recliners, swivel base, etc)
• Electrical Components (Such as lights, refrigerators, switches, cables, etc)

Rehome Me Items

Rehome Me items have a 2 year Structural Warranty only. This covers your furniture against manufacturing defects or failures of the frame construction and suspension (springs or webbing).

16.2 What you need to know about your warranty

In this section references to warranty are references to both the Structural Warranty and/or Manufacturing Warranty.

Exclusions to the warranty
Wear & Tear
Misuse (Accidental or Deliberate)
Leather/Fabric failure due to exposure to chemicals or biological fluids
Failure to maintain
Commercial use

Please note, the Sofology warranty is non-transferable if you choose to sell or donate your furniture to someone else.

Eligibility
If you need help within your warranty period, you must meet the below criteria;

• You were the original purchaser of the Product from Sofology
• You can provide proof of purchase for the relevant Product
• The Product was used for normal household/domestic purposes only
• The Product was purchased in the UK and has remained in the UK for the duration of ownership
• The product has not been repaired or altered by any unauthorised third party

Non-Authorised Repairs and Changes Made by You
If your furniture is repaired or altered by a third party, who is not one of our recommend repair partners, this will void your warranty, therefore, we advise that you contact us to discuss options prior to instructing third parties to repair or amend the goods.

Business Users (Non-Domestic Use)
Provision of warranties is for domestic end users only. It is the responsibility of the business to ensure that the products purchased meet the standards required for the environment in which they will be used. This means that for non-domestic use we cannot accept any responsibility or liability for safety standards or compliance where we have not specifically supplied safety certification in writing for use of the product in that environment.

17. If you discover a fault with your product

 

For details on how you can speak with our Customer Care colleagues, visit our ‘Get In Touch’ page.

As a customer, it’s your legal right to receive either a repair, replacement or refund for products that are faulty depending on how long you have had them for. We’ll offer resolutions based on the timelines outlined in the consumer legislation in force at the time of purchase.

At the time of delivery, if your furniture is faulty or damaged, you have the right to reject the item(s) and in this case, the item(s) should be returned to Sofology and a full refund of monies will be paid, however, if it can still be used despite the damage and you would like to keep the item(s) we will work with you to arrange a repair by one of our industry leading furniture technicians.

If a fault or damage is discovered up to 30 days after delivery, please contact us as soon as you notice the defect so we can review and discuss the options available, which include: a repair; a refund; a replacement. In the event that a repair would not correct the issue, we will replace the item(s), or give you a full refund including any delivery charges. The item(s) must be returned to Sofology before a refund can be given.

If a fault or damage is discovered more than 30 days after delivery, we have the opportunity to inspect and repair the item(s). As a retailer, it’s our choice as to what the most effective resolution will be. Our aim is to always offer a long and lasting resolution, but if we are unable to resolve the issue this way then you may be entitled to a refund.

If you discover a fault after 6 months from the date of delivery, then as a consumer you will have to provide evidence that the product was faulty at the time the goods were delivered to you, rather than the fault being due to reasonable wear and tear. This may require some form of expert report or evidence.

What if it’s not a manufacturing defect?
If the problem reported is not a fault of the furniture, for example, because it has been caused by wear and tear or accidental damage, then we will be unable to repair the furniture under your warranty. However, we will be able to provide you with a quote for our chargeable repair service, subject to the issue and parts availability. If it’s accidental damage and you purchased Sofashield or Sofashield Plus, please see the relevant section.

Resolutions
Any resolution that you agree will be deemed by us to be a variation to your contract of sale for the item. Accordingly, if you accept a replacement piece of furniture or replacement part as the resolution, you will be unable to change your mind at a later date. 

18. Further Advice

 You can get advice regarding your legal rights from your local Citizens Advice Bureau. Nothing in these terms will affect your legal rights.

19. Sofashield / Sofashield Plus

 Sofashield Plus is available on ‘Made to Order & Outlet’ upholstered items only and can be added to your order at any point prior to delivery. Regrettably, we don’t offer Sofashield Plus on ‘ReHome Me’ items.

If you purchased a Sofashield Plus package on or after 14th January 2025 to protect your leather or fabric furniture, this will include a detailed Sofacheck visit to your home. This is in addition to the comprehensive Insurance Policy which provides cover for accidental damage, staining, and structural issues beyond the manufacturer warranty period.

If you need to make a claim on your policy, please contact Castelan on 0370 320 0333 or by clicking here to access their online claim portal.

If you wish to view more information on our Sofashield Plus package, or previous packages that we offered prior to 14th January, you can find lots more information on our dedicated Sofashield page.

20. Care kits

 To keep your sofa in the best possible condition for as long as possible, we recommend using one of our own care kits, they’re available to purchase for selected fabrics and leathers. For more information, please speak to one of our Sofologists.

Please note, care kits that haven’t been purchased from Sofology will have not been tested on our fabrics or leathers and may damage your sofa.

21. Battery Packs

 Battery packs are available for purchase in store and online on selected ranges only, please note;

• Battery packs must be added to your order at the point of sale
• They are not available to purchase separately
• They are not compatible with other ranges/models/retailers.
• Packs should be unplugged from mains power when fully charged
• Packs should be charged regularly when empty

You have a 2 year warranty on Sofology battery packs. The warranty excludes misuse or neglect. They are also covered under your Sofashield technical cover, if you have opted to add this to your order.

22. Sofaglide

 Sofaglides are available for purchases with certain Sofology products, however they are not suitable for all ranges. Please speak to a Sofologist for more details. Sofaglide products cannot be purchased separately and must be added to an order at the point of sale.

We offer a 20 year warranty on all Sofaglide products. The warranty excludes misuse or neglect.

24. Personal Data

Personal details provided to us will be processed and used in accordance with our Privacy Policy, which is a part of these Terms. Please read this carefully before proceeding. These can be found on our website at https://www.sofology.co.uk/privacy-policy

 

25. Liability

You acknowledge and agree that we will have no liability for any incorrect information provided by you, for example incorrect measurements.

We shall not be liable for any loss, damage, injury or disappointment whatsoever which may be suffered by you (including without limitation, direct, indirect, special or consequential losses) as a result of, or in connection with your offer or our contract except for any liability which cannot be excluded by law. Nothing shall exclude our liability for death or personal injury resulting from our negligence or for fraud.

Nothing in these Terms limits the liability of Sofology for liability for personal injury or death caused by our negligence, fraud or any other matter that cannot be limited or excluded by law.

As we only supply products for domestic and private use, we are not liable for any loss of profit, loss of business, business interruption or business opportunity.

You must follow any advice we give you in relation to the care and safety of the goods (including any instructions or manuals provided with the goods). We cannot accept liability for damage to products that we have supplied which is caused by your failure to follow this advice.

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control.

Damage to Your Home
If our team causes any accidental damage to you or your property, you should report the damage immediately to our Customer Care team. You will be asked to provide evidence to support your claim. Please note;

• We will not repair any pre-existing damage discovered during the delivery of goods to you;
• We will not pay for any repairs that you have undertaken and paid for prior to reporting any damage to us or without prior authorisation;
• We will have the discretion to appoint third party contractors to conduct any inspections and/or repairs and you agree to cooperate with this process.

Except as expressly provided in these Terms, we exclude all representations, warranties, conditions and terms (whether express or implied by statute, common law or otherwise) to the fullest extent permitted by law.

26. Other Important Terms

 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this.

If a court finds part of this contract illegal, the rest will continue in force.

Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later.

If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you to enforce our rights, that will not mean that you do not have to do those things and it will not prevent us from taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

 

27. Sofology Complaints Procedure Online

Your satisfaction is important to us, so if you are unhappy with your furniture or the service you have received, we would like to hear about it. For details on how you can speak with our Customer Care colleagues, visit our ‘Get In Touch’ page.

Make a Complaint
If after speaking to us you remain unhappy, please email our Regulatory & Financial Complaints Team at complaints@sofology.co.uk.

Alternatively you can write to us at:

Sofology – Regulatory & Financial Complaints Team
Ashton Road
Golborne
WA3 3UL

Our Regulatory & Financial Complaints Team will always work hard to ensure a fair resolution is agreed. However, if you are not happy with this resolution you have the right to refer your complaint to The Furniture & Home Improvement Ombudsman of whom Sofology are full members.

Their contact details are:

The Furniture & Home Improvement Ombudsman
Address: Premier House, 1-5 Argyle Way, Stevenage, SG1 2AD
Tel: 03332413209
Email: info@thefurnitureombudsman.org
Website: Click here

Complaints Relating To Finance
If you have a finance related complaint, you may raise this to us directly or via the lender. We will send you an acknowledgement email/letter within five days of receiving your complaint.

Our Regulatory & Financial Complaints Team will send you regular updates in regards to the process of your complaint. A final response will be issued to you in writing within eight weeks of receiving your complaint.

Occasionally, we may require further information from you to aid in our response. This means a final response may take longer than eight weeks. If we think we will exceed the eight week resolution period we will inform you within good time.

Our Regulatory & Financial Complaints Team will always work hard to ensure a fair resolution is agreed. However, if you are not happy with this resolution you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Their contact details are:

Financial Ombudsman Service
Address: Financial Ombudsman, Exchange Tower, London, E14 9SR
Tel: 0800 023 4567
Website: https://www.financial-ombudsman.org.uk

Terms and conditions last updated 4th April 2023