Terms of service

These Terms of Service govern your use of the Haven website and the purchase of products from us.

By accessing or using our website or placing an order, you agree to these Terms of Service. Please read them carefully before making a purchase.

About Us

Haven is a trading name of SOFALUX (UK) LTD, a private limited company registered in England and Wales.

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

In these Terms of Service, references to "Haven", "we", "us" or "our" mean SOFALUX (UK) LTD trading as Haven.

References to "you" or "your" mean the customer or visitor using our website or purchasing products from us.

Products

We make reasonable efforts to ensure that product descriptions, photographs, dimensions and other information displayed on our website are accurate and up to date.

Product colours and appearance may vary slightly depending on your device, display settings, lighting and other factors.

Furniture may also have natural variations in texture, colour or finish, where applicable.

Nothing in this section affects your statutory rights if a product is not as described, is of unsatisfactory quality or is not fit for its intended purpose.

Product Availability

All products are subject to availability.

We reserve the right to withdraw products from sale or make changes to product specifications where reasonably necessary.

If a product becomes unavailable after you have placed an order, we will contact you and, where we cannot fulfil your order, arrange an appropriate refund.

Prices

All prices displayed on our website are in pounds sterling (£), unless otherwise stated.

Prices will include applicable taxes where required. Any delivery charges or additional costs payable by you will be displayed before you complete your purchase.

We reserve the right to correct genuine pricing errors.

If a pricing error occurs, we may contact you before fulfilling your order to explain the error and confirm whether you wish to proceed at the correct price or cancel your order. If payment has already been taken and your order is cancelled, we will arrange an appropriate refund.

Placing an Order

When you place an order through our website, you are making an offer to purchase the selected products in accordance with these Terms of Service.

Your order is subject to acceptance and product availability.

We will normally send an order confirmation to the email address you provide at checkout. An automated acknowledgement of receipt does not necessarily mean that your order has been accepted.

Where we cannot accept an order, we will inform you and refund any payment taken for the affected order.

You are responsible for ensuring that the contact and delivery details provided at checkout are accurate and complete.

Payment

Payment must be successfully received or authorised before an order can be processed.

Payments may be processed through third-party payment providers available at checkout.

We do not generally have access to your complete payment-card details. Payment information is handled in accordance with the relevant payment provider's security procedures and applicable privacy requirements.

By placing an order, you confirm that you are authorised to use the selected payment method.

Delivery

We currently deliver to addresses within the United Kingdom.

Standard delivery is free.

Our typical delivery timeframe is 7–14 days. Delivery times are estimates and may occasionally be affected by circumstances outside our reasonable control.

Where a delivery delay occurs, we will take reasonable steps to keep affected customers informed.

Our standard delivery service does not include room-of-choice delivery or furniture assembly unless expressly stated otherwise at the time of purchase.

Customers are responsible for ensuring that the delivery property is reasonably accessible and that the sofa can fit through relevant entrances, doorways, hallways, staircases and lifts.

Please check the product dimensions and access measurements before placing your order.

Nothing in this section excludes any delivery obligations or remedies that apply under consumer law.

Returns and Refunds

We offer a 100-day returns policy, subject to the conditions set out in our separate Return & Refund Policy.

You can review that policy on our website for information about eligibility, return arrangements, refunds and the process for requesting a return.

Our 100-day returns policy is an additional benefit provided by Haven and does not replace, restrict or remove your statutory rights under UK consumer law.

Where you purchase products online, you may also have statutory cancellation rights, subject to applicable legal requirements and exceptions.

Please refer to our Return & Refund Policy for further information.

Damaged or Faulty Products

If your sofa arrives damaged or develops a fault, please contact us at havensofas@use.startmail.com as soon as reasonably possible so that we can investigate and assist you.

Depending on the circumstances and your legal rights, an appropriate remedy may include a repair, replacement, price reduction or refund.

We will cover reasonable return costs where required by law.

We may ask you to provide photographs or other information to help us assess reported damage or faults. Any such request is intended to help resolve the issue and does not limit your statutory rights.

Nothing in these Terms of Service limits or excludes your statutory consumer rights, including those under the Consumer Rights Act 2015.

Five-Year Sofa Warranty

Haven provides a five-year warranty on our sofas, subject to the terms set out in this section.

The warranty covers manufacturing defects and faults arising from normal intended use during the applicable warranty period.

The warranty does not cover:

Accidental damage.
Misuse or improper use.
Burns.
Cuts or tears caused by external factors.
Stains.
Damage caused by pets or other third parties.
Damage caused by failure to follow applicable care instructions.
Normal wear and tear consistent with ordinary use.
Unauthorised modifications or repairs carried out by the customer or an unauthorised third party.

If you believe your sofa has developed a fault covered by the warranty, please contact us at havensofas@use.startmail.com, providing your order number and a description of the issue. Photographs may also help us assess your claim.

We will review the information provided and explain the next steps where a warranty claim is applicable.

The five-year warranty is provided in addition to your statutory consumer rights. It does not replace, restrict or limit any rights or remedies available to you under applicable law.

Your statutory rights may apply regardless of whether a particular issue is covered by this voluntary warranty.

Website Use

You agree not to:

Use our website for unlawful purposes.
Attempt to gain unauthorised access to our systems, accounts or data.
Interfere with the operation, availability or security of our website.
Introduce viruses, malicious software or other harmful code.
Use automated systems to access or collect information from our website in a manner that breaches applicable law or infringes our rights.
Copy, reproduce or commercially exploit our website content without permission, except where permitted by law.

We reserve the right to take reasonable action to protect our website, customers and business against misuse or unlawful activity.

Intellectual Property

Unless otherwise stated, all content on the Haven website, including our branding, logos, photographs, graphics, product imagery, written content and designs, is owned by or licensed to SOFALUX (UK) LTD.

You may not reproduce, distribute, modify, publish or commercially exploit our content without our prior written permission, except where permitted by applicable law.

All applicable intellectual property rights are reserved.

Third-Party Services

Our website may use third-party services, including payment processors, delivery providers, analytics providers, advertising platforms, website applications and Shopify services.

These services may be subject to their own terms, conditions and privacy policies.

We are not responsible for the independent terms or privacy practices of third-party services, although this does not affect any legal responsibilities we may have under applicable law.

Please refer to our Privacy Policy for further information about how we handle personal information and work with third-party service providers.

Events Outside Our Control

We will not be responsible for delays or failures caused by circumstances outside our reasonable control, including significant weather events, natural disasters, industrial action, transport disruption, supply chain disruption, technical failures or other unforeseen events.

Where reasonably possible, we will keep affected customers informed and take reasonable steps to minimise disruption.

Nothing in this section excludes or limits any legal obligations that cannot lawfully be excluded or limited, including applicable consumer rights.

Liability

Nothing in these Terms of Service excludes or limits liability where doing so would be unlawful.

This includes liability for fraud or fraudulent misrepresentation, death or personal injury caused by negligence, and any rights or remedies that cannot legally be excluded or limited.

Subject to the above, we will not be liable for losses that are not reasonably foreseeable or that arise outside our reasonable control, to the extent permitted by applicable law.

Nothing in these Terms affects your statutory rights as a consumer.

Changes to These Terms

We may update these Terms of Service from time to time to reflect changes to our business, products, services or legal obligations.

The version applicable to your purchase will generally be the version in effect when your order is accepted, unless a change is required by law or otherwise applies under an agreed arrangement.

Any updated version will be published on our website, together with an updated date where appropriate.

We encourage you to review these Terms periodically.

Governing Law

These Terms of Service are governed by the laws of England and Wales.

Any disputes arising in connection with these Terms will be subject to the applicable courts of England and Wales, subject to any mandatory consumer protection laws and jurisdictional rights that apply to you.

Nothing in this section deprives consumers of any mandatory legal protections available under applicable law.