TERMS AND CONDITIONS

OUR CONTRACT WITH YOU

OUR ONLINE TERMS & CONDITIONS

SofaStore.com is owned and operated by JB Global Ltd (‘JB Global Ltd’, ‘we’, ‘us’ or ‘our’). Our postal address is JB Global Ltd, DC2, Viscount Way, South Marston Industrial Estate, Swindon SN3 4TN.

These terms relate to orders made in any of our showrooms, online or by phone.

The contract made by you with us incorporates these terms and conditions, which shall prevail over any and all terms and conditions proposed by you.

You should not proceed with your order until you have read and agreed to these terms and conditions.

PLEASE NOTE. You will find below terms and conditions relating to sofas sold by SofaStore.com. All our sofas however, unless expressly stated on your order confirmation, are made to order. Cancellations to sofa orders made more than 48 hours after we have accepted your order, will be subject to a cancellation fee of 30% of the retail price in force at the time of order.

1. PRODUCT SPECIFICATIONS

1.1 We and our suppliers have a policy of continuous product development and reserve the right to amend the specifications of any goods or products without prior notice in relation to future sales. This includes adjustments to sizes or ornamental detailing on individual items purchased. Please email or call no less than two working days prior to delivery to check exact sizes or potential ornamental changes as on occasions minor adjustments may have been made by our supplier.

1.2 Products supplied may differ as a consequence from those on display or advertised. Unless agreed with you, the products supplied will be of equivalent value, functionality and appearance.

1.3 Leather products are made from quality natural leather and accordingly they may not be uniform in colour or texture and may exhibit traces of natural markings such as scars and bites. All of our 100% leather products conform to BS EN2870.

1.4 Every effort is made to display as accurately as possible the colours of our products that appear in our showrooms, on our website and in other promotional materials. We cannot guarantee however the complete accuracy of the pictures or photographs that are shown. Many conditions such as your monitor or screen settings and batching can affect the colouring of items in a picture.

1.5 From time to time we have a specifically marked section of our website marked as clearance ranges. When you purchase items from a clearance/discontinued range please note that this stock is new and boxed. The items are from a discontinued range and as such are being sold as unused seconds. These items have been excessively handled so may have knocks, scratches or other defects due to being over handled. The sale price takes this into consideration.

1.6 Most of our products do not require any home assembly, however on occasions, to aid in delivery or to avoid damage, our designers have deemed it best that certain items will need a small amount of home assembly. This includes all dining tables, some wardrobes, occasional tables and sofa products. Any handles e.g. for drawers and wardrobe doors may be on the inside of the drawers and doors. Items needing home assembly will be clearly identified in the individual item description on our website. Our designers ensure that any assembly is as straightforward as possible and that it in no way detracts from the quality or structural integrity of the product. We do not unbox any of your items or assemble any of your furniture. As our drivers operate to a strict timetable it is important that any other deliveries that day are met on time. Please note that we cannot facilitate the removal of any of your packaging. We cannot accept any liability for any extra costs incurred by you as a result of incorrect or incomplete measurements or information supplied by you, or minor alterations made by the supplier. Please contact us at least 2 working days before your delivery date if a small change in size may deem the item unsuitable.

2. MEASUREMENTS

2.1 We always try to be as accurate as possible, however measurements specified by us are always approximate. All our products are handmade and so no two products will ever be identical. Please contact us no less than 2 working days prior to delivery if minor changes to dimensions are going to be a problem.

3. PRICES

3.1 All prices include VAT, where appropriate, at the prevailing rate and are subject to any promotional offer or discount.

3.2 The prices displayed on the website are for online purchases and promotions only and are not transferable to sales through any other means. Prices relating to any online promotion are valid strictly until midnight on the day on which the promotion expires, as determined by us.

3.3 We will not be bound to honour any prices, where we have indicated to you subsequently that the prices displayed have been displayed in error. In these cases a full refund will be offered.

3.4 Our pricing policy can be found in store and on our pricing policy page.

4. PAYMENT

4.1 You can pay by cash (in showrooms only), finance, credit, charge or debit card at the time of order. The price of any product is the price in place at the date and time of your order. You undertake that all details you provide to us for the purpose of purchasing products which may be offered by us on our website or in our showrooms, will be correct; that the credit, charge or debit card which you use is your own and that there are sufficient funds or credit facilities to cover the cost of any products. We reserve the right to obtain validation of your finance, credit, charge or debit card details before accepting your order.

4.2 Payment will be taken in full at the time of the order.

4.3 The contract shall not have been concluded until we have completed all of the following steps: we have received your valid finance, credit, charge or debit card payment details; we have accepted your order and sent you confirmation of receipt of your order by return email to the address you have given us during the registration procedure; and we have dispatched the goods to you.

4.4 We are entitled to refuse any order placed by you.

4.5 An additional option of consumer finance may be taken by you, subject to status. The contract shall not have been concluded until any documents that require signatures are returned and completed. We cannot be responsible for delays to your delivery date caused by the late return of signed finance agreements.

4.6 We reserve the right to accept either a discount code or cashback, but will not accept both on one order. Cashback arrangements are made through an affiliate programme and are not a direct arrangement with SofaStore.com.

4.7 We reserve the right to cancel and refund any order, at any time.

5. DELIVERY

5.1 We are only able to deliver orders to you if you have a delivery address on the UK Mainland or Northern Ireland.

5.2 We will always try to deliver your goods as soon as possible, but please be aware that the delivery in certain postcodes or during busy periods could take longer. The date suggested on your order confirmation is our estimated delivery date*. We will plan to deliver your furniture on or before this date, however, circumstances beyond our control may occasionally dictate that items can be delayed on route to our warehouses, from overseas, or on rare occasions, unavoidable issues can happen on the day of delivery. *Unless you have paid for Custom Delivery where the date is confirmed.

5.3 Smaller orders may be dispatched by post or courier.

5.4 For all orders - any changes made to the content of your order will have an impact on your delivery date. We may therefore be unable to deliver your goods on your confirmed delivery date should changes occur and if so, a new delivery date will be given. If we are unable to deliver your entire order on the same day due to unforeseen circumstances, we will deliver your order in instalments. We will not charge you for this; however, if this is at your request, we may charge you extra delivery costs. If we are late delivering one or more of the parts of your order, that will not entitle you to cancel any subsequent instalments which complete the order.

5.5 You are responsible for providing a safe means of access from the public highway to the place of delivery. If our Home Delivery Team consider that access is unsafe, then we will not deliver the goods until safe access is provided.

5.6 For deliveries using our two man delivery service: If you are unable, for whatever reason, to take delivery of your goods on the confirmed delivery date, you must inform us no less than 2 working days prior to the original agreed delivery date so that another date can be booked. Any amendments to a delivery date made within 2 working days of the agreed date will be subject to a fee of £39. If an order is cancelled within two working days of the agreed delivery date, a £39 fee plus return fees will apply. All sofas and upholstery have a cancellation fee of 30% of the retail value of the product if cancelled at any time later than 2 working days after order confirmation; see sofastore.com/return fees for more information. Should you not be available at the time of attempted delivery, you will be left a card with details on so that you can contact the Home Delivery Team and arrange redelivery at a cost of £39. Redelivery, cancellation or return fees will also apply if we are unable to deliver the goods due to there being no safe means of access to the place of delivery.

5.7 Should we be requested to make a redelivery, a £39 re-delivery fee will apply.

5.8 If we accidentally damage goods in the course of delivery, our liability for that damage is limited to the repair, replacement or refund of the goods delivered or the value thereof. We do not pay compensation beyond these limits.

5.9 Time of delivery is not covered in these Terms & Conditions. We will not be liable for any loss or damage suffered by you through any reasonable delay due to unforeseen circumstances outside of our control or any reasonable rescheduling of delivery (our Home Delivery Team cannot offer any timed or Saturday deliveries).

5.10 In the unlikely event that there is an issue with your goods on arrival - please don’t worry; our Customer Service Team will help to resolve the matter for you as quickly and conveniently as possible. To report any issues please use any of the 3 easy ways to contact us:
Online - The best and easiest way to highlight an issue is by visiting our Customer Service page and making direct contact with us
Email - Contact us via email at customerservice@sofastore.com
Telephone - If you do not have the means to contact us in either of the above formats please call us on 0800 668 1434.
Once your service case has been raised, a member of our Customer Service Team will look into the best way to resolve the situation and you will be contacted within two working days (N.B a working day is classified as between Mon-Fri only). Product issues are only dealt with by our Customer Services Team. Please do not report them to the Delivery Team or shop staff and do not return product to the showroom. Please report damages within 2 working days of delivery. In exceptional circumstances, we may, at our discretion, accept reports of product issues up to (but no later than) 7 days after delivery. Even if you do not intend to use your furniture immediately, please make arrangements to inspect it in order to report any issues within 7 days of receipt.
Please note we will require proof of the damage from a photograph in order to arrange a Furniture Specialist to resolve any issue.

5.11 Subject to the terms and conditions stated above, we will deliver your goods free of charge, however if you wish to return any items we reserve the right to deduct our standard returns fees from the original purchase price. See 5.6.

5.12 In the event that you may choose to have your goods delivered to your own third-party carrier, we will not accept any responsibility or liability for any damage to your goods once they are out of our control. Any forwarding delivery is at your own risk.

5.13 Goods are delivered on weekdays directly to your home address. If you live within the UK Mainland or Northern Ireland (some postcode restrictions apply, see our Delivery page for details), the delivery will be free of charge unless our custom delivery option is taken. We will use one of three methods of carriage which we will determine on dispatch. On larger or multiple items you will be notified of your timed delivery slot at least 24 hours before your delivery, to enable you to plan your day. We will email and/or text message you, depending on the information provided to us at the time of your order. For smaller items a parcel carrier may be used. Pallet deliveries may also be used at exceptionally busy times or at your request.

5.14 If you decide to cancel your order less than 2 working days prior to delivery, or we have been unable to deliver due to any cause or circumstance beyond our reasonable control (including, but not limited to, adverse weather conditions, floods or acts of God), and you subsequently cancel your order, return or cancellation fees will apply (see 5.6).

5.15 The items will generally be delivered via a 7.5 tonne vehicle, so please be sure your property is accessible for this size of truck. If we are unable to deliver the goods due to there being no safe means of access, we reserve the right to cancel your order and refund the payments, subject to our refund and returns policy where fees will apply.

5.16 For orders containing multiple items, the estimated delivery date* will be assigned according to the longest lead time. If multiple orders are placed for the same delivery address, these will be grouped and the estimated delivery date will again be chosen according to the longest lead time.
*Unless you have paid for Custom Delivery where the date is confirmed.

5.17 Where applicable, to ensure guaranteed Christmas delivery we will contact you beforehand to arrange a date to deliver your order. If you are unable to accept this delivery date we can arrange an alternative date, but due to the complex nature of re-arranging the route, we cannot guarantee this will be prior to the Christmas holidays.

5.18 We do not deliver beyond the UK Mainland, Northern Ireland or to certain remote postcodes (see our Delivery page for details). Please call our Customer Service Team immediately if you wish to place an order for delivery outside of mainland UK.

6. RETURNS, REFUNDS AND YOUR RIGHT TO CANCEL

6.1 You have the right to cancel your order within 2 working days from purchase. You must contact us within 7 days (or within 14 days if purchased online or by phone) from delivery with your intention to return the item. If you wish to return the goods the item must be unused and in its original packaging. We request that if you open the box to examine the product please do so without damaging the box and packaging or damaging the product in any way. Items returned will be subject to return fees see 5.6, or you may return them at your own cost to our Swindon warehouse. Please do not return items without prior authorisation. Goods sent back without prior returns authorisation will be returned back to you and the cost of delivery charged to your account.

6.2 Return of items subject to Interest Free Credit. The purchase of any items on credit terms is made concurrently with a finance agreement between you and the finance company. In the event that you seek to return items that have been purchased under a finance agreement, we will return to the finance company any and all sums advanced by the finance company in relation to their agreement with you, upon the following:
(i) Payment by you, in advance of cancellation fees, return fees and redelivery fees in line with Regulation 14(5) of the Consumer Protection (Distance Selling) Regulations 2000.
(ii) Collection of the items.

6.3 After this 7 day period (or 14 days if purchased online or by phone) has expired we do not accept returns of any items purchased unless faulty.

6.4 Subject to your statutory rights, products made or altered specifically for you, may not be returned nor will we provide any refund, unless they are defective or have been accidentally damaged by us in the course of delivery.

6.5 If we deliver incorrect or damaged goods, or in the event that you discover any defect in the goods for which you require assistance, you must report the defect within 2 working days of receiving them by raising a service case at sofastore.com/contact(see 9.5.10 for alternative methods of communicating with us). In unusual circumstances we may allow this to be extended to 7 days but please be aware that failure to report shortages or damaged items within 7 days is deemed by us as unreasonable, therefore please inspect all items within 2 days to avoid debates at a later date. Please keep the products purchased in a saleable condition and retain the original packaging in the condition it was provided. Should it be deemed impractical to offer a replacement, redelivery or re-selection of any damaged or faulty items we reserve the right to offer an allowance against a repair, or alternatively a refund for your purchase. Any non-faulty items returned will always be returned at your expense (see 5.6 above).

6.6 We will not be liable for any damage or loss resulting from repairs attempted by you or third parties.

6.7 All items of furniture are purchased as individual items and as such we will only refund/or replace any items which are defective or damaged. You are not entitled to reject other items purchased together with the damage or defective items. In the event that replacement items are not available we will refund you the purchase price or offer a similar item from another range which we believe complements the other items you have purchased. Should you have a faulty product from a range no longer available this will not entitle any other non-faulty items to be returned.

6.8 Where an alternative carrier service is used (being outside the normal free delivery methods provided by JB Global Ltd) and paid for by you - the delivery charge will not form part of your refund should your item be damaged in transit, be classed as a manufacturing fault or be rejected under the 7 day money back guarantee (or 14 days if purchased online or by phone).
Returns and Refund Enquiries: Please note if any items are damaged or faulty please call us on 0800 668 1434 or email at customerservice@sofastore.com, within 2 days of delivery to report this matter. So that we can better understand the issue you are experiencing, it is important that we see digital images of the affected item and another of the white Quality Control S/C product label. These images can be uploaded in the first contact section of our website or emailed to us. Return of non-faulty items will always be at your expense (see 9.5.6 for return fees information).
Refunds: Full refund of the cost of the goods is wholly conditional upon the above conditions being met and the refund will be authorised only after a full inspection of the goods by our Returns Department to check for completeness and correct product return. You will be refunded the full invoice amount, less cost of return and/or cancellation or return fees if applicable. If you are unable, for whatever reason, to facilitate collection of your goods on the confirmed date arranged, you must inform us at least 2 working days prior to the original agreed collection date so that another date can be booked. If, through no fault of our own, we cannot gain access on the date agreed, redelivery, return or cancellation fees will apply (see 5.6 and 5.7).

6.8 Any refunds made to you whether in respect of our 7 day money back guarantee (or 14 days if purchased online or by phone), delayed, defected item or otherwise will be subject to first having either enabled us to collect the item(s) or you returning the item(s) to JB Global Ltd, DC2, Viscount Way, South Marston Industrial Estate, Swindon, SN3 4TN.

7. GUARANTEES AND CLAIMS UNDER GUARANTEE

7.1 The provisions of this clause apply in addition to your statutory consumer rights in relation to faulty or incorrectly-described products. These rights are not affected by the guarantee.

7.2 The guarantor is JB Global Ltd. Our postal address is JB Global Ltd, DC2, Viscount Way, South Marston Industrial Estate, Swindon, SN3 4TN. Telephone 0800 668 1434.

7.3 We guarantee all products against faulty workmanship and/or faulty materials for a period of 12 months from the actual date of delivery. In all cases we reserve the right to inspect the product and verify the fault

7.4 These guarantees do not cover fair wear and tear and natural characteristics of wooden products including movement in wooden products; neglect; abuse or misuse of your goods in failing to follow correct care procedures as outlined in this Owner’s Manual, including the oiling and waxing of furniture; loss or damage due to fire, smoke, water, lightning, sunlight, weather, rusting, corrosion, theft or explosion; accidental damage or loss or damage caused by a third party.

7.5 We will arrange to repair a defective item free of charge. Alternatively, at our sole discretion, an allowance may be made for you to arrange a local repair. We reserve the right to offer a full refund if a repair is not accepted by you. If a repair is not possible or practical, we will offer you, at our discretion, a replacement or a full refund. Should a replacement no longer be available or circumstances determined by us make a replacement impractical, it may be replaced with a part that closely matches it. We reserve the right to send out an independent third party Furniture Specialist to repair furniture where a customer claims there is a merchandise issue. The Specialists are experts in their field and are sent to determine the nature of any issues. We reserve the right for the Specialist to repair the item being inspected. In all cases this is to help resolve a merchandise issue to leave you with goods that are fit for purpose.

7.6 If a refund is given under the terms of the 12 month guarantee, we reserve the right to deduct from the refund a reasonable amount in line with the amount of use you have had from the product, prior to reporting the fault.

8. SITE CONTENT AND DISCLAIMERS

8.1 Every effort is made to ensure the complete accuracy of our website, however some prices/details contained on the website may change from time to time and it is possible that errors will occur. We will use our best endeavours to rectify any errors, as swiftly as possible but we cannot be responsible for any losses incurred.

8.2 To the maximum extent permissible by law, we exclude all warranties, express or implied as to the accuracy of the information contained in any of the materials on our website. We cannot accept liability for any particular material on the website or as a result of any use of or reliance placed upon the information contained on it.

8.3 Our website is owned and operated by JB Global Ltd (‘JB Global Ltd,’ ‘we’ or ‘us’ ‘our’), whose registered number is 5573571 and VAT registration number is GB862215733.
Any material downloaded or otherwise obtained through the use of our website is done at your own discretion and risk and on the understanding that you will be solely responsible for any damage to your own computer system or loss of data that results from the download of any such material.

9. DATA PROTECTION

9.1 JB Global Limited is a registered Data Controller in accordance with the Data Protection Act 1998 ("The Act").

9.2 We process your personal data in accordance with the Act.

10. APPLICABLE LAW

10.1 We control and operate our website and stores from our offices within England. Accordingly the laws of England and Wales govern claims relating to them, including the use of our website and the materials contained therein. If you choose to access our website from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between us and you that the laws of England and Wales apply at all times.

* For more information on the correct care procedures please see the Care Guide section of the website.