At Haven, we want you to be completely happy with your purchase. If you change your mind about your sofa, we offer a 100-day return policy, subject to the conditions set out below.

This policy is in addition to your statutory rights under UK consumer law and does not affect those rights.

Our 100-Day Returns Policy

You have up to 100 days from the date your sofa is delivered to request a return under our change-of-mind returns policy.

To be eligible for a return under our 100-day policy, your sofa must:

• Be in good condition and suitable for resale as a pre-owned item.
• Be free from excessive wear and tear.
• Have no burns, tears, rips or significant damage.
• Have no significant stains or other damage caused after delivery.
• Be returned in a condition consistent with reasonable inspection and use.

We reserve the right to reduce a refund where the value of the product has been diminished by handling beyond what would reasonably be permitted when inspecting the product, subject to applicable consumer law.

Nothing in this policy affects your statutory rights.

Custom and Made-to-Order Sofas

Custom or made-to-order sofas may also be returned under our 100-day returns policy, subject to the same condition requirements.

Our voluntary 100-day returns policy is separate from statutory cancellation rights. Certain personalised or bespoke goods may be excluded from statutory cancellation rights under UK consumer law, although our voluntary policy may still apply as described above.

Return Costs

For returns made under our 100-day change-of-mind policy, Haven will cover the cost of returning the sofa.

As sofas are large items, return arrangements may vary depending on the collection requirements and your location. We will provide details of the collection or return arrangements once your return has been approved.

Where a return is necessary because a product is faulty, damaged or does not conform to the contract, Haven will cover reasonable return costs where required by applicable law.

How to Request a Return

To request a return, please contact us using the details below:

Email: havensofas@use.startmail.com

Please include your order number and confirm that you would like to return your sofa.

We will review your request and provide the relevant return instructions and collection arrangements.

Please do not arrange your own return shipment without first contacting us, as we may need to coordinate the collection of your sofa.

Refunds

Once your returned sofa has been received and inspected, we will process your refund where the return meets the applicable requirements.

Refunds will normally be issued to the original payment method used for the purchase.

For returns under our voluntary 100-day policy, refunds will be processed after the return has been received and assessed, subject to the conditions of this policy.

Where a refund is due under your statutory cancellation rights, we will process it within the time limits and in accordance with the requirements of applicable UK consumer law.

Where permitted by law, a refund may be reduced to reflect any diminished value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the product.

Sofas Damaged on Delivery

If your sofa arrives damaged, please contact us as soon as possible using the contact details provided in your order confirmation or the email address listed below.

Email: havensofas@use.startmail.com

Where a sofa has been damaged before or during delivery, Haven will work with you to arrange an appropriate remedy and will cover reasonable costs where required by law.

Depending on the circumstances and your statutory rights, an appropriate remedy may include:

• A replacement sofa.
• A repair, where appropriate and legally applicable.
• A price reduction or refund, where applicable under consumer law.

Please report delivery damage promptly so that we can investigate the issue and arrange an appropriate solution as quickly as possible.

Any request to report damage promptly is intended to help us resolve the issue efficiently and does not limit your statutory consumer rights.

Faulty or Defective Products

If your sofa develops a fault or does not conform to the contract, you may have additional rights under UK consumer law, including the Consumer Rights Act 2015.

Depending on the circumstances and the applicable legal requirements, your statutory rights may include:

• The short-term right to reject goods and receive a refund.
• The right to repair or replacement.
• The right to a price reduction or final right to reject the goods and receive a refund.

The remedy available will depend on the circumstances, the time since delivery and the applicable legal requirements.

Nothing in this policy limits or excludes your statutory rights.

Exchanges

We do not offer direct exchanges under our standard returns policy.

If you would like a different sofa, you may request a return of your existing sofa in accordance with this policy and place a new order.

This does not affect any statutory rights or remedies that may apply if your original sofa is faulty, damaged or does not conform to the contract.

Statutory Cancellation Rights

When you purchase a sofa online, you will generally have a statutory right to cancel your order within 14 days of receiving the goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, subject to applicable exceptions.

You will generally then have a further 14 days after notifying us of your cancellation to return the goods.

Certain goods, including some personalised or bespoke products, may be excluded from statutory cancellation rights.

Where statutory cancellation rights apply, refunds and return costs will be handled in accordance with applicable UK consumer law. For example, you may be responsible for direct return costs if you were properly informed of this before purchase, unless we have agreed to cover them.

Our 100-day returns policy is an additional benefit offered by Haven and does not replace, restrict or remove any statutory rights available to you.

Contact Us

If you have any questions about returns, refunds or this policy, please contact us:

Trading name: Haven
Legal entity: SOFALUX (UK) LTD
Company number: 08790862
Registered office: 38–40 Waingate, Sheffield, South Yorkshire, S3 8LB, United Kingdom
Email: havensofas@use.startmail.com

Haven, trading as SOFALUX (UK) LTD.