1. Your first and simplest option: decline it on the day
Nothing is paid up front. Our team delivers your sofa, assembles it in your home and places it where you want it — and only then do you settle.
If you are not happy with it at that moment, say so. You pay nothing, the sofa leaves with our team, and there is no charge and no argument.
2. Your 14-day right to change your mind
If you have already paid and then change your mind, you have 14 days from the day the sofa was delivered to tell us, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Once you have told us, you have a further 14 days to make the sofa available for collection. We will refund you within 14 days of getting the sofa back.
3. Custom and made-to-measure orders
Sofas made to your own measurements, or in a fabric, leather or colour combination made specifically for you, are personalised goods. The 14-day change-of-mind right does not apply to them in law.
Your legal rights if a custom sofa arrives faulty, damaged or not as described are completely unaffected. We will always put a genuine fault right.
4. Faulty, damaged or misdescribed sofas
Under the Consumer Rights Act 2015 your sofa must be of satisfactory quality, fit for purpose and as described.
If it is not, message us within 48 hours of delivery with photographs where possible. We will arrange a repair, a replacement or a refund, and we pay the collection cost for anything faulty or damaged.
5. How to start a return
Message us on WhatsApp on +44 7350 939623 or email info@theplushhouse.co.uk with your name, the delivery date, the sofa you ordered and what the problem is.
We will confirm the next step and arrange a collection date with you.
6. Condition of returned sofas
For a change-of-mind return, please keep the sofa in the condition it was delivered in and, where you still have it, keep the original packaging.
You may handle the sofa as you would in a showroom. If it has been damaged or worn beyond that, we may reduce the refund to reflect the loss in value.
7. Who pays for collection
- Faulty, damaged or not as described — we collect at our cost.
- Change of mind within 14 days — a collection charge may apply, and we will tell you the amount before we arrange it.
- Declined on the day of delivery — no charge at all.
8. Refunds
Refunds are made by bank transfer to the account you tell us, within 14 days of the sofa being collected.
We will always confirm the refund amount with you in writing on WhatsApp or by email before it is sent.
9. Contact us
The quickest way to reach us is WhatsApp on +44 7350 939623. You can also email info@theplushhouse.co.uk and we will reply within two working days.