Sofology Customer Charter & Terms
sofology.co.uk is owned and operated by Sofology Limited. All intellectual property rights, including copyright, for the content displayed on this website belong to Sofology Limited.
Registered office: Golborne Point, Ashton Road, Golborne, WA3 3UL. Registered in England Company No: 1778734 (England and Wales).
YOUR NON-CANCELLABLE ORDER
When placing your order, we will take you through your selected products and services in detail, giving you all the information required, including maintenance and care information.
All details, items and colours will be thoroughly checked, verified and you will be asked to confirm the order by entering a 4 digit pin number, unique to the customer. In confirming your order, you agree that the order and its contents are correct. Once completed, your order forms part of a legally binding contract, which cannot be cancelled by either party without charge.
To place an order requires a deposit to the value of 10% of the order value, or £100, whichever is greater, unless payment is by a qualifying low deposit finance agreement. Goods will remain the property of Sofology until such time as payment is made in full or where an approved and executed finance agreement is in place and delivery has been made
All finance is subject to status. We 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. Sofology have no influence over the status returned.
Orders will be placed for manufacture and/or stock goods allocated only after payment is approved. Some agreements will be delayed in decision making while status is checked, this is called referral.
Once approved, your credit agreement forms part of a linked and legally binding contract even when the agreement is without a deposit. This means that by entering into such an agreement, you are obliged to pay the specified amount as detailed on your finance agreement. Transferring orders from cash or credit card payment onto finance after the date of purchase will only be possible at the discretion of Sofology and is subject to status and approval.
Buy now, Pay later
This is a form of credit agreement where a deposit is paid and the balance can be paid in full later. We operate this with up to a 12 month payment holiday from the date the order was placed. These agreements carry a requirement to pay before the due date in full to the provider or will automatically result in an interest bearing credit agreement thereafter. If paid before the payment holiday expires, these agreements carry no interest charges whatsoever. There may be a minimum value below which finance cannot be provided. This will be provider specific and can vary from time to time.
Delivery to an address other than that of the cardholder or collection from a distribution centre
Where a finance agreement is in place for full or part payment of the order, identification and electronic signature must be supplied prior to delivery. We are unable to deliver to an address other than that of the card holder and/or the address noted on any finance agreement where the relevant documents have not been supplied in person at the store.
For delivery to an address other than that of the cardholder, all outstanding balances must be paid by either cash or secure chip and pin. Not all finance providers support the option of delivery to an address other than that on the agreement. This may limit your options in obtaining credit.
WHAT IF YOU MAKE A MISTAKE OR WISH TO CHANGE YOUR ORDER?
Change of order pre delivery
We often find that our customers need to amend or confirm combinations and colours after placing their initial order. Amending your order is a free of charge option that is only possible within 48 hours of purchase. Please contact your original store of purchase to effect such changes. After 48 hours, there will be a cancellation/administration charge of 30% for each item that you wish to change on your order. This cost covers any charges incurred by Sofology for processing, transporting, restocking and/or manufacturing costs with the suppliers. Please see the ‘'Cancellation' section for further information on cancellation charges.
What if it won't fit?
Although we understand the difficulties in checking access routes, door sizes and corridors for delivery of oddly shaped sofas and furniture, it is always your final responsibility to ensure that your new furniture will fit into your home. If we are unable to deliver your furniture but access is viable, we will normally attempt a second delivery with a different delivery team completely free of charge to you. This is because often there are several ways to approach the installation and every delivery team is different.
In the infrequent cases where it is not possible to install all or selected items of furniture, we will endeavour to find a solution to exchange the order for furniture that will install more easily at minimal charge. All cases are with dealt with on a case by case basis and at the discretion of Sofology in the hope of finding an alternative to the cancellation of the order. Please see the'Cancellation' section for further information on cancellation charges.
Goods that are unsuitable on delivery
In an effort to avoid such situations, the Sofology team support our customers at the point of sale to assist you in choosing appropriate products based on information provided, followed by your verification and confirmation of the order. Once an order is raised and confirmed by you the customer, the specific goods are allocated/released to our suppliers to enter manufacture. As such, the suitability of the product is your full and complete responsibility once confirmed at the point of order. If you deem that your goods are unsuitable for any reason, your order will become subject to the rules for cancellation. Please see the 'Cancellation' section for further information on cancellation charges. Web or telephone orders where goods have not been inspected in store are subject to distance selling rules. See ‘Web orders and distance selling regulations’ for details.
Web orders and distance selling regulations
The following applies only to orders placed online, by mail order or by telephone on the web, for items not inspected in one of our retail stores.
Orders considered to fall under the distance selling regulations are subject to a 14 day return or exchange right. This must be requested in writing in the period immediately following the day of delivery. This period is to help you to inspect the goods and correct any wrong choices made without having the benefit of seeing the furniture prior to purchase. As such, it is not a period where you can make normal use of that furniture and impact it’s condition. Until returned, the furniture is under your ownership and it will be your responsibility to maintain and protect it, keeping it “as new” condition. Failure to return goods in perfect condition may result in additional charges. We recommend that goods are kept and returned in the appropriate packaging to minimise risk.
Return of the items to Sofology in these circumstances is your responsibility and must be actioned to your closest distribution centre. As many of our customers do not have access to appropriate delivery vehicles or professional teams who can care for the product, we can offer this service subject to a charge of up to 20% of the value of each item returned, plus any claim for deterioration in condition.
Please contact our Customer Experience team in writing should you feel that you would like to exchange or return your furniture.
Orders are not subject to cancellation without charge under any circumstances.
We find that most customers wishing to cancel have underlying reason for doing so that relate often to a wrong choice or other furniture related issues.
As such we are committed to finding an alternative solution including re-selection to other furniture, a change of payment method or change of combination and will help with a solution where possible.
Where we cannot reach a final, alternative solution and cancellation remains as the only option, a cancellation charge of 30% of the order value plus any delivery and re delivery costs will be forfeit or due. Any amount paid over 30% will be given to you as a credit note and can be used as part or full payment for furniture for up to 6 months after cancellation.
Where goods are cancelled under distance selling regulations, the cancellation charge will not be applied. Please refer to the “Web orders and distance selling regulations” section for further information around processes and costs associated.
Please see the ‘what if it doesn’t fit’ section for further information on cancellation charges.
SERVICE & COMPLAINTS
Service under your warranty
Our Customer Experience team are on hand to help with any issues you may experience with your furniture. As a handmade product, upholstery can require service from time to time, and our team of fully trained technicians are on hand and can rectify most issues in a single visit. It is important to note that we often find that aftercare issues can be avoided by correct care and maintenance. Many of the issues we attend are for the results of a lack of or insufficient daily maintenance, incorrect cleaning or usage outside of the manufacturer’s guidelines such as sitting on arms etc. Please pay special attention to care information provided at the point of sale and the simple do’s and don’ts contained within.
Our service teams are also on hand to discuss how to maintain and care for your furniture to keep it in the best condition. They can also often provide supplementary informative materials to help you to avoid damage and incorrect maintenance. Our process around warranty service relies on the accurate identification of an issue or characteristics. This means that we will require detailed information from you and that it is necessary for you to contact us when you are with the furniture and can answer questions related to it. Our process may involve you carrying out limited and simple actions to troubleshoot and rectify any minor issue.
Where in home service is then required, our endeavour is to provide a fast single visit solution. This means that based on the information provided by you we will ensure that we are prepared for the visit and will ensure that we are equipped with any parts needed. Our service level is to make a technician available within 3 working days, subject to parts needs or to make a visit and solution within 10 days in all cases. Where there is a longer lead time for parts, we will make you aware of this and make a visit immediately available when the parts arrive. This will be limited to a maximum order time of 6 weeks, when another alternative solution will be provided.
I have had an accident and need a repair
We operate a large team of highly skilled upholstery technicians. They are skilled in upholstery, fabric repair and leather colouration and repair. If you have damaged your furniture and require service, we can offer it at low rates and will do so to all of our customer base. Unfortunately we do not offer service on furniture supplied elsewhere. Please contact our Customer Experience team to review your needs and to book a visit. We will aim to resolve all issues in a single call out and will charge only a standard call out fee (covering one hours work), excess time charge and for any parts required to complete the repair.
When to contact a store with an issue
Stores can help you with questions and queries prior to delivery of your goods only. This means that payment queries, questions about delivery or about the product itself are always best handled by store.
If you are unhappy with your furniture
If you remain unhappy after speaking to your local store and would like to speak to somebody else about it, please email our Customer Service Team at email@example.com
REDUCED TO CLEAR FURNITURE
The availability of reduced to clear furniture is dependent on your delivery postcode, and can only be purchased if your address is close to where the clearance or refurbished furniture is located. Our team will advise you on the availability of reduced to clear furniture for your delivery address.
Clearance furniture is effectively ex-display furniture that has been used for demonstration in one of our retail stores. It is reduced to reflect this and will not be in new condition. Clearance furniture is processed by our technicians before delivery at one of our distribution centres and will be representative of the furniture on display and free from major defects, but it will invariably be in a condition representative of its use to date. When buying clearance furniture, it is important to note that the furniture seen on display will not always be the furniture received. This furniture is offered for sale in specific combinations from a pool of stock held at both stores and distribution centres, so your order maybe fulfilled from elsewhere. Clearance furniture is fast moving and is sold subject to availability on a ‘first come first served’ basis. It is also available only subject to it being located close to your final delivery point. We will require your postcode in order to assess availability.
Refurbished furniture is stock that has been restocked after installation into a customer home. We will grade this stock based on the time period it has been used, it’s condition and any defects. Grade A stock will be deemed as new, Grade B will be soiled and will be in a used but good condition. Grade C furniture is heavily used and is sold through disposal outlets only and comes sold as seen without our standard warranties. Refurbished furniture is often heavily discounted to reflect its condition and status and whilst it may have had remedial refurbishment carried out, it will not be in as new condition unless specifically labelled as Grade A stock.
When you place an order, 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 Customer Acceptance (ECA) date. Once this date is set, it cannot be amended under any circumstances as our supply chain is reliant on it. In setting an Earliest Customer Acceptance (ECA) date, you agree to accept your furniture within 7 days of your goods becoming available for delivery.
What if I can't take delivery when agreed?
Should your goods arrive prior to your ECA date, we will store your furniture up to that date and 7 days beyond, free of charge. If you cannot accept delivery 7 days after your ECA date, you will incur automatic storage charges. This charge is applied due to warehouse storage constraints. Excess storage is calculated as a daily charge. Storage is available for a maximum of 21 days only, which consists of 7 days free storage and a maximum of 14 days chargeable. Storage charges must be paid in advance, with a delivery date set within the 21 day limit at the point of payment. Goods exceeding the maximum storage time or without payment for storage after the first 7 days will be restocked for resale. Goods restocked for resale will fall under the rules for cancellation. Please see the ‘Cancellation’ section for further information on cancellation charges.
Goods restocked for resale will be subject to any storage charges outstanding, which will be chargeable on top of any cancellation charges. Goods restocked for resale may require re-ordering as new from the supplier once all charges are paid in full. We recommend that where extended storage is required that it will be more cost effective to arrange delivery and self storage than to use our storage services.
What if my delivery is delayed?
Occasionally, delivery of goods can be delayed. This can be due to 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. Sofology operate a unique on time delivery guarantee. This means that if your delivery extends greater than 7 days past agreed delivery date (subject to your ECA date having passed), you will be automatically entitled to a £50 reduction in your order value as part of our confidence and commitment to delivering your goods ahead of or on time.
If delivery is delayed or forecast to be delayed for a prolonged period, we will offer the option of re-selection to an alternative product.
What if my furniture or home is damaged during delivery?
Delivery of large and irregularly shaped furniture including sofas can be very difficult in many homes. There are often narrow doors, corridors and obstacles that restrict access and make installation difficult. Our delivery teams are trained to install your furniture successfully into your home without damage to either the furniture or your home. They will normally install it in a trouble free way and often against the odds, without incident. Inevitably, there will be occasions where fragile furniture is slightly or superficially damaged during installation. This is quite common and in order to provide for it, our teams carry spares for all of the furniture being delivered. They are also trained in and carry “first aid” equipment that can resolve most delivery issues such as scuffs on leather, transit marks and creases as well as many other minor issues.
In the unlikely event that a delivery team cannot resolve an issue, it will be reported to our in house service team who will usually be able to resolve it quickly and easily with a technician call out to your home. In order to reach you, your furniture has usually been through many processes and risks. It has been manufactured, loaded and unloaded several times, shipped and handled many times. It then faces its greatest moment of risk of damage during delivery and installation, so finally getting it into your chosen room means it is now safe and unlikely to be damaged. This is why it is much more successful to do simple repairs in your home, rather than to consider replacement of the furniture at this point.
When safely installed, it will not be subject to further risk and we find that most often, the cause of any initial damage to the original product will ironically re-occur with a replacement, incurring long delays in the process. With this in mind, we find that replacement is not usually an effective solution unless it can’t be avoided and we are confident in our technical team to correct any issue within your home to your full satisfaction. We ask you to consider this when making any such replacement request.
By accepting installation you acknowledge that you understand the risks to both the furniture and your home during installation. This means that it is your responsibility to ensure our delivery teams have easy access to your room of choice and that the route is clear and free from any obstruction. Our delivery team will exercise to you reasonable care when installing furniture in your property.
At Sofology, we exclusively design the majority of our own furniture or in partnership with our skilled manufacturers worldwide. These designs are then manufactured by either a single manufacturer or placed with several, in order to ensure that volumes are met and that quality is maintained. 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 or avoid issues. This means that our specifications may change without notice and that whilst our products remain essentially identical to the sample on display, there may be reasonable changes and updates made over time that mean it is not identical.
10 Year Structural Guarantee
What it covers:
Our 10 Year Structural Guarantee covers your furniture against manufacturing defects or failures of the frame construction and suspension (springs or webbing). Included in the Guarantee we cover your furniture for 2 years on leathers, fabrics, inners, stitching, recliner mechanisms and electrical components such as sound docks or refrigerators. Both guarantees apply under normal, non-commercial use.
What it doesn't cover:
The Guarantee does not cover your furniture against accidental or deliberate damage or where fabric or leather has failed as a result of exposure to chemicals or bodily fluids. We recommend using one of our care kits to keep your furniture in the best possible condition for as long as you own it. This Guarantee is non-transferrable if you choose to sell or donate your sofa to someone else.
Warranty on Clearance and Refurbished Furniture.
From time to time, we reduce and dispose of ex-display furniture, together with reducing and clearing customer returns and refurbished seconds. This furniture is not sold as a new item, will not be in new condition and is reduced to varying degrees in order to reflect that. Due to these reductions and the history of this furniture, we do not offer our standard warranties on it. All of this product is covered by a statutory 12 month warranty with no extension periods. This does not affect your statutory rights. None of the warranty provision that we offer covers misuse, neglect or abuse of the furniture.
Provision of warranties is for domestic end users only. Goods purchased for commercial use are covered by a statutory 12 month warranty 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 commercial uses 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. Sofashield services are not available to commercial or business users.
Our lowest price or the difference back
Applicable on upholstery and leather furniture items only, purchased from 21st November 2016 through to and including 31st January 2017 . Offer excludes ex-display, refurbished stock and items available within our 3 day delivery quick stock process. If prices are reduced within the stated time period customers will automatically receive the difference by refund via the original payment method.
For queries about Sofashield, please contact Castelan on 0370 320 0333.
THE FURNITURE OMBUDSMAN
Sofology is a registered member of The Furniture Ombudsman. Their contact details are:
The Furniture Ombudsman
Tel: 0845 653 2064