Refund & Returns Policy

Refunds & Returns Policy

Effective Date: 16th April 2025

At Lavish Sofas, we want you to love your new sofa bed. We strive to ensure every product meets your expectations, but we understand that sometimes things may not go as planned. This Refunds and Returns Policy outlines how returns and refunds work and ensures transparency and fairness for both parties

1. Eligibility for Returns

You may return your item(s) if:

  • The item is unused and in its original packaging.
  • The return is initiated within 4 calendar days from the date of delivery.
  • The product is not a custom, made-to-order, or personalised item (e.g., specially selected colours or sizes).
  • The item is not damaged due to misuse or improper assembly by the customer.

2. Items Not Eligible for Return

We are unable to accept returns for:

  • Custom or bespoke products made to your specifications.
  • Items that have been assembled, used, or are no longer in their original condition.
  • Products returned after the 4-day return window.
  • Items damaged by the customer or those showing signs of wear and tear.

3. How to Initiate a Return

To begin a return, please follow these steps:

  1. Contact us within 4 days of receiving your order at lavishsofas@outlook.com with the following:
    • Order number
    • Full name and contact details
    • Description of the issue or reason for return
    • Photographs if the item is damaged or faulty
  2. We will respond within 2 business days to confirm the return eligibility and provide instructions.
  3. Once approved, the item must be returned within 7 calendar days of approval.

4. Return Shipping Costs

  • If the item is not faulty, the customer is responsible for the return shipping costs.
  • If the item is faulty or incorrect, we will arrange a free collection or refund of the return delivery costs.

We recommend using a tracked courier service for peace of mind.

5. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • If approved, the refund will be processed to your original payment method within 5–10 business days.
  • We reserve the right to deduct reasonable amounts for:
    • Items returned damaged or not in resaleable condition
    • Any original delivery fees (unless the product was faulty)

6. Damaged or Faulty Items

If your item arrives damaged or defective, please email us at lavishsofas@outlook.com within 24 hours of delivery with:

  • Clear photos of the damage
  • Order number
  • Description of the issue

We will arrange for a replacement, repair, or full refund as appropriate.

7. Exchanges

We currently do not offer exchanges. If you’d like a different item, please initiate a return and place a new order separately.

8. Contact Information

If you have any questions or concerns regarding our returns and refunds policy, feel free to contact us:

Lavish Sofas
📧 Email: lavishsofas@outlook.com
📍 Address: Glasgow, United Kingdom

Our customer service team is available Monday to Friday, 9:00 AM – 5:00 PM (UK Time).

9. Your Consumer Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013. You are entitled to a full refund for faulty goods, or goods not as described, returned within 30 days of receipt..