Return & Exchange Policy

Overview

At Oxford Sofa, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, you can return or exchange it according to the terms outlined in this policy.

Returns Period

1. You have 30 days from the date of delivery to return your item(s).
2. For faulty or damaged items, the return period extends to 12 months in accordance with the Consumer Rights Act 2015.

Eligible Items for Return

1. Items must be unused, in their original condition, and with all original packaging.
2. Made-to-order or customized items cannot be returned unless they are faulty or significantly different from what was described.
3. Items purchased during clearance sales may have different return policies, which will be clearly indicated at the time of purchase.

Non-Eligible Items for Return

1. Products that have been used, assembled, or installed (except in cases of manufacturing defects).
2. Items that have been damaged due to improper use or care.
3. Custom-made items that meet the specifications you provided.

Return Process

To return an item, please follow these steps:

1. Contact our Customer Service team within the 30-day return period to obtain a Return Authorization Number (RAN).
2. Provide your order number, the item(s) you wish to return, and the reason for the return.
3. Once approved, we will arrange collection of the item(s) at a convenient time.
4. Ensure the item(s) are properly packed in their original packaging where possible.
5. Our delivery team will collect the item(s) from the same address to which they were delivered.

Return Costs

1. For returns due to change of mind or ordering error, a collection fee of £99.99 will apply.
2. For returns due to faulty items, manufacturing defects, or incorrect items being delivered, we will cover the collection costs.

Refund Process

1. Once we receive and inspect the returned item(s), we will process your refund.
2. Refunds will be issued to the original payment method used for the purchase.
3. You will receive an email confirmation when your refund has been processed.
4. Please allow 5-10 working days for the refund to appear in your account after processing.

Exchanges

If you wish to exchange an item:

1. Follow the same process as for returns.
2. Specify the item you would like to exchange for when contacting our Customer Service team.
3. If the new item is of higher value, you will need to pay the difference.
4. If the new item is of lower value, we will refund the difference.
5. Delivery charges may apply for the replacement item.

Faulty Items

For items that develop a fault within 30 days of delivery:

1. You are entitled to a full refund, including delivery charges.
2. We will arrange collection of the faulty item at no cost to you.

For items that develop a fault after 30 days but within 12 months:

1. You are entitled to a repair or replacement.
2. If repair or replacement is not possible or practical, you may be entitled to a partial refund reflecting the use you have had from the product.

Items Damaged in Transit

If your item arrives damaged:

1. Please take photos of the damage and contact us within 48 hours of delivery.
2. We will arrange for the damaged item to be collected and replaced as soon as possible.
3. Please do not dispose of the original packaging until the return is complete.

Statutory Rights

This policy does not affect your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Contact Information

For all return and exchange inquiries, please contact our Customer Service team:

Oxford Sofa
Email: Unit-E Industrial Estate, Sams Lane, West Bromwich, Birmingham, United Kingdom B70 7EX
Email: hello@oxfordsofa.co.uk
 Phone: [Your Phone Number]
Hours: Monday-Friday, 9am-5pm

Last Updated: 01 March 2025