Terms & Conditions
1. INFORMATION ABOUT US AND HOW TO CONTACT US
We are Solo Furniture Ltd T/A Sofa Traders, and we operate sofatraders.co.uk, We are a limited registered in England and Wales under company registration number: 10830945 and our registered office is at King Georges Chambers, 1 St. James Square, Bacup, England, OL13 9AA. Our registered VAT number is GB??
CONDITIONS OF SALE
There may be instances where there is a minor imperfection to the item. It is therefore essential that the purchaser satisfies themselves at the point of sale with the condition before they commit to buy. We offer a six-month guarantee which is only valid within the United Kingdom; this guarantee excludes faults caused by accident, neglect, misuse, and normal wear and tear. All Ex Showroom Models, Cancelled Orders may have some imperfections on and the RRP price guide is approx. and isn’t always guaranteed to be accurate from the biggest retailers and only for a guide all items under £699 is excluding from free delivery, all new stock and made to order or bespoke is brand new and supplied by Sofa Traders Ltd.
Once the customer has taken delivery of the item, we will only give refunds in accordance with their legal rights. If the order is cancelled by the purchaser for any reason, upon or before delivery there will be a charge of 25% of the full purchase price in addition to any costs of options added i.e., delivery costs, stain guard etc.
If the purchaser elects to return items under the distance selling regulations, they must be returned to the store from which they were purchased. We must have been made aware, in a durable format of the intention to return the items within 7 days after the day received. The items must be received back in the same condition as they were when delivered, and the costs of returning the items must be paid for by the customer. Any items we supply to you will be of satisfactory quality. If we deliver an item to you that you consider not of a satisfactory quality, you can contact us with a view to repair or replacement or, if this is not possible, a refund. Ultimately, any changes a purchaser makes to an order must be notified to us in writing. In the event of order changes, there may be changes to delivery timescales and/or the price for the items. Excluding special or bespoke, made to order items. We require a proof of purchase upon returning the items.
If any of these General Terms and Conditions of Sale are found to be illegal, invalid or unenforceable by any court of competent jurisdiction, the rest of these General Terms and Conditions of Sale shall remain in full force and effect.
1.1 To contact us, please use the details on our Contact Us page.
1.2 If we must contact you, we will do so at our option by telephone using the telephone number you have provided to us, or by writing to you at the email address or postal address you have provided to us.
2. THESE TERMS
2.1 These are the terms and conditions on which we supply products to you.
2.2 Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. We may amend these terms from time to time without notice.
3. OUR CONTRACT WITH YOU
3.1 All orders made through our website are subject to our acceptance. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.2 If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock or because we have identified an error in the price or description of the product.
3.3 We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4 Mainland UK. Our website is solely for the promotion of our products to certain areas of the UK, for more information about where we deliver, please see our Delivery Page. Please check that page before placing your order. We do not accept orders from or deliver to addresses outside those areas.
4. OUR PRODUCTS
4.1 The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. In particular, your monitor, or screen settings, or batching can affect how the colours of our items may appear on our website.
4.2 Although we have made every effort to be as accurate as possible, because our products are handmade, all dimensions indicated on our website may have a slight variation (up to 5cm).
4.3 If you buy the same products at different times, we cannot guarantee they will match due to variations between batches. This includes exact colour match and exact measurements.
5. YOUR RIGHTS TO MAKE CHANGES
5.1 If you wish to make a change to the product you have ordered please contact us at least 72 hours before your delivery is due. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
6.1 Delivery costs will be set out in the order process. The prices displayed for items do not include delivery. More info can be found on our Delivery page
6.2 Arranging delivery. You will be informed of the likely approximate length of time until delivery at the point of order. Once your order is confirmed as available for delivery, we will contact you to agree the delivery date. Where possible we will deliver on the first available van in your area as we are unable to store your furniture. Every effort is made to ensure that the approximate delivery date is accurate, but on rare occasions the manufacture of your order may be delayed due to circumstances beyond our control, and we will need to arrange a new delivery date. We will, of course, make every effort to keep you informed. We do not offer any compensation for delays.
6.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. We will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. In rare circumstances, we may have to cancel your order entirely, in which case we will refund you in full.
6.4 Please inspect your order. Please take a good look at your order once it has been delivered and let us (and the delivery people) know if there are any issues.
6.5 Limits on delivery.
6.5.1 A responsible adult (18+) must be available to supervise and accept delivery.
6.5.2 We can deliver to third floor without a lift, or to higher floors where there is an adequate or working lift. If delivery is required to higher floors and there is no lift or the lift is not big enough to take the items, we will deliver to ground floor only and ask that you get help in taking the product upstairs or we may on some case by case charge an additional fee to cover cost for an additional person.
We can deliver round the back if there is good clearance and is safe to do so, we can decline if there is dogs or dangerous animals.
New builds are normally harder to find and not active of sat navigation systems so please give our delivery team a heads up which will prevent any delays of failed delivery.
6.5.3 Your property must be within 100m of a road or hard-surfaced track.
6.5.4 You must ensure it is safe for the order to be delivered to the relevant room in your house.
6.5.5 We will not be responsible as it is your responsibility as sofas can be tricky for deliveries, so we ask for you to play your part in making it easy for our delivery team as possible. This includes measuring the space where your sofa will be going, as well as the height and width of any doorways, hallways, staircases that could cause our delivery team any problems with delivering the sofa to your room of choice, please take into account any objects/turns/light fittings/radiators/banisters/plugs etc that could cause any problems. We will not be held responsible for any damage caused on delivery due to any of the above. If you are unsure, then please WhatsApp us a clear video / images of your hallway/doorway or rooms so we can advise if they will go through ok as it won’t be our responsibility if you decide not to check first or measure.
6.6 Re-delivery fee. We may charge you a £99 re-delivery fee if:
6.6.1 no one is available at your address to take delivery during the agreed delivery window (although we will contact you using the details you provided for further instructions);
6.6.2 there is no safe means of access to the place of delivery, or we are otherwise unable to deliver because of the limits on delivery listed above; or
6.6.3 you cancel the delivery within 96 hours before the delivery date and want to rearrange delivery.
6.7 Collection by you. If you have asked to collect the products from our premises or have them collected by a third-party carrier, you can contact us to arrange collection from our premises during working hours. Once you or your third-party carrier collects the order, we will treat it as delivered and will not accept any responsibility or liability for any damage to your goods once they are out of our control. Any forwarding delivery is at your own risk.
6.8 The product will be your responsibility from the time we deliver it to the address you gave us in your order (or as otherwise specified in your delivery instructions) or you or a carrier organised by you collect it from us.
6.9 If we have to delay the delivery of a product to you by more than 30 days from the original estimated delivery date or change the product or discontinue it (for example, to deal with technical problems or changes in relevant laws and regulatory requirements or because of a lack of materials), we will contact you to tell you we will be doing this, unless the problem is urgent or an emergency. You may contact us to cancel your order if we do this and we will refund any sums you have paid in advance after you cancel the order.
6.10 We may cancel your order if you break the terms of the contract. We may end the contract for a product at any time by writing to you if:
6.10.1 you do not make any payment to us when it is due;
6.10.2 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to deliver the products; or
6.10.3 you do not, within a reasonable time, allow us to deliver the products to you.
6.11 We are only able to help with issues on delivery to the delivery address on the order. If you are shipping your product to a country outside of the UK, we cannot be liable for any issues on delivery so please make sure the items are checked before being shipped.
6.12 If you are ordering more than one item, your order will be delivered accordingly to the item with the longest lead time.
7. CANCELLATION AND RETURNS
7.1 Your rights to cancel. You have a right to change your mind and cancel your order within 7 days of receiving it (unless the products were bespoke and made to your specifications). The cost to have collected by our 3rd part couriers is £250 you can also bring items back yourself at no charge and sofas will then be inspected for any damage or neglect before any refunds are made.
7.1.1 To cancel, please contact us using the contact details at our Contact Us page.
7.1.2 After you have cancelled your order, you must return the products to us within 7 days of cancellation.
7.2 Arranging returns. If you are entitled to cancel your order, you must contact us to arrange returns. Returns which have not been arranged with us will be refused. Any returns must be in an unused condition. Please refer to our Returns page for details of how to arrange a return. You must comply with the relevant process set out in that policy in order to complete a return.
7.3 If you cancel your order, returns will be at your cost of courier charge of £250
7.4 We may reduce your refund to reflect any reduction in the value of the products, if this has been caused by your handling of them. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
7.5 Refunds. Any refunds are made using the method you used for payment within 10-14 days of your return of the products (or from when you provide us with evidence that you have returned your order). The maximum refund for delivery costs will be the cost of delivery by the least expensive delivery method we offer.
8. IF THERE IS A PROBLEM WITH THE PRODUCT
8.1 If you have any questions or complaints about the products, please contact us. We will try to resolve any issues that you have as quickly as possible and if necessary, we will explain how to follow our complaints procedure.
8.2 We are under a legal duty to supply products that comply with our contract with you. Nothing in these terms will affect your legal rights.
8.3 All our products that are brand new come with a manufacture 12-month warranty, any ex-display will not be covered by a guarantee and must be inspected.
8.4 If you move house, please make sure that your products are packaged, handled, and stored properly. Any damage caused by moving (even if it only becomes obvious a while after moving) is not covered by our guarantee, and you will not be entitled to any refund, replacement, or repairs in relation to it.
8.5 If there is a fault with your order and you let us know about it:
8.5.1 within 7 days of delivery you will be entitled to a full refund or replacement.
8.5.2 within the first 12 months from delivery on new items, we will repair the item or organise a replacement; or
8.5.3 after the first 6 months, you must demonstrate to us that the item is faulty. If you can provide evidence to our reasonable satisfaction that the item is faulty and that the fault should not have developed within the relevant time (bearing in mind the use of the product, and its position within the market), we will repair the item or organise a replacement.
8.6 If you let us know about a fault with your order, we may need you to provide evidence of the fault, and we may need to carry out an inspection of the goods at your property, using an independent third party to determine the cause of the fault. We will also review the fault against any evidence regarding what condition your order was in at the point of delivery.
8.7 If a faulty product needs to be returned, we will pay for its return on new sofas only not ex-display.
8.8 Ex display models are not subject to our manufacturer’s guarantee unless specifically stated, as they will have been used for some time. These models may have some damage which is taken into account in the price. You should carefully inspect any ex-display models to ensure you are aware of any issues by visiting one of our showrooms or asking for a video call so one of the sales team can chat and discuss any known marks/damage if any as most will be in excellent condition and new but just ex-display. This does not affect your legal rights.
9. PRICE AND PAYMENT
9.1 The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take reasonable care to ensure that the price of the product advised to you is correct.
9.2 The price of any product is the price in place at the date and time of your order. The price may increase or decrease at a later date, but this will not affect your order. At the time of order, your payment will secure the current price of the sofa you order only.
9.3 Prices displayed online are for online purchases only and are not guaranteed for sales through any other method.
9.4 If a price was displayed in error, and you ordered based on that price, we will let you know, cancel you order, and refund you in full.
9.5 We accept payment through the methods set out in our order process and only in UK Pounds Sterling (GBP). You must pay for the products before we dispatch them unless finance payment plan is in place and agreements signed then you will pay for the goods after the goods are delivered. We will not charge your credit or debit card until we accept your order.
9.6 Payment in full must be received (or, if you are using finance, finance must be arranged) before any sofa lead times begin, we will not arrange delivery with you or complete delivery until this point.
9.7 Please note that we reserve the right to not accept payment from debit/ credit cards which are not registered to the given delivery address. This is due to the tight fraud rules on our payment system which allows for 3D secure safe transactions.
9.8 If you use a third-party financing service, we will not be part of your contract with them, and if you have any queries or issues regarding their service, please contact them directly.
9.9 Please note that all sale prices are for new customers only, any households cancelling or returning previous similar orders will not be eligible for this discount
10. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
10.1 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; or any other matter for which it would be unlawful for us to exclude or restrict liability.
10.2 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any business-related losses.
11. HOW WE MAY USE YOUR PERSONAL INFORMATION
12. OTHER IMPORTANT TERMS
12.1 When we use the words “writing” or “written” in these terms, this includes emails.
12.2 The contract is between you and us and no other person shall have any rights to enforce any of its terms.
12.3 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
12.4 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
12.5 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts. In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform (for as long as we are subject to the jurisdiction of that platform).