Refund policy

🛋️ SofaLine Returns, Refunds & Warranty Policy

1. Order Cancellations & Non-Defective Returns

  • Standard Online Orders: You have a 7-day "cooling-off" period from delivery/collection to return standard, unused items in their original packaging.

  • Return Costs: For non-defective returns, the customer is responsible for original delivery fees, collection fees, and a handling fee of up to 15% if the packaging is opened.

  • Cancellation Fee: If you cancel a processed online order before dispatch, a 5% deduction applies to cover payment gateway transaction fees.

  • Inspection Exclusions: We do not accept returns if you inspected the furniture in-store prior to purchase and simply changed your mind.

2. Custom-Made Furniture Policy

Because custom orders are tailormade to your specific dimensions, fabric, and color choices, resources are locked in immediately upon production.

  • No Standard Refunds: Once production begins, custom orders cannot be fully refunded.

  • Cancellation/Return Penalty: If you cancel a custom order or wish to return a non-defective custom piece, a 35% cancellation fee of the total order value will be deducted from your refund.

3. Damaged or Defective Deliveries

  • Visible Damage: Inspect your furniture upon arrival. If it is visibly damaged, reject the delivery immediately, note the damage on the delivery slip, and contact SofaLine support.

  • Concealed Damage: If damage is discovered after delivery, it must be reported with photographic evidence within 24 hours. Reports made after 48 hours will be deemed post-delivery damage.

  • Customer Assembly: SofaLine is not liable for any damage caused during self-assembly, including the unauthorized use of power tools.

4. Warranty & CPA Compliance

In line with sections 20 and 56 of the Consumer Protection Act (CPA), your furniture carries an implied warranty against manufacturing defects for 6 months from delivery.

  • Remedies: If a product is assessed and proven defective, you have the right to a Repair, Replacement, or Refund.

  • Domestic Use Only: Warranties apply strictly to standard domestic use. Structural failure due to commercial use, severe misuse, structural alterations, or exposure to elements (rust, mold, flood, or fire) is not covered.

  • False Claims: If an item is collected for inspection and found not to be defective, the customer will be liable for all transport costs plus a minimum 8% administration fee.

5. Custom Delivery Scheduling & Deposit Forfeiture

  • 3-Week Hold: Upon the first attempt to schedule your delivery, if we cannot reach you or confirm a date, we will hold your furniture for a maximum of 3 weeks.

  • Automatic Cancellation: If delivery is not confirmed after 3 weeks, the order is automatically canceled.

  • Deposits: Your cash deposit becomes non-refundable after this 3-week period, but the remaining balance will be issued to you as a SofaLine store voucher.

6. Refund Processing Times

  • Approved refunds are processed back to the original payment method (bank account or credit card).

  • Quality control assessments take up to 3 working days.

  • Refund administration takes up to 7 working days to process, and an additional 5 working days to reflect in your account.