1. About these terms
These terms apply when you order a sofa or accessory from The Plush House through this website or on WhatsApp. Please read them before you order.
Nothing in these terms reduces your legal rights as a consumer under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
2. How to order
Choose a sofa on this site and send us your details through the order form, or message us directly on WhatsApp. We will then confirm the size, fabric, colour, price and a delivery date with you.
No payment, deposit or card detail is taken at any point before delivery.
3. When a contract is formed
Your order is an offer to buy. A contract is formed only when we confirm your order and the delivery date on WhatsApp.
If we cannot fulfil your order — for example because a fabric is unavailable or we cannot deliver to your postcode — we will tell you promptly and nothing further is owed by either side.
4. Pricing
The price shown on a product includes delivery, assembly and placement in your home within our delivery area. Accessories are priced separately and shown at the point you add them.
We try to keep every price on this site accurate. If a price is obviously wrong and you could reasonably have realised it, we are not obliged to supply at that price — we will contact you and you can confirm at the correct price or cancel at no cost.
5. Payment
You pay in cash, on the day, after our team has delivered the sofa, assembled it and placed it where you want it.
If you are not happy with the sofa at that point you may decline it. You pay nothing and it leaves with our team.
6. Delivery and assembly
We deliver, carry in, assemble and position every sofa, and remove the packaging. Most orders are completed within 24 to 72 hours of confirmation.
Someone aged 18 or over must be present at the address to admit our team and settle payment. Full details are in our Delivery & Assembly information.
7. Access and measurements
It is your responsibility to check that the sofa can reach the room through your doorways, hallway, stairs or lift. We will provide full dimensions on request before you order.
If the sofa cannot be brought into the property because of access, we may be unable to complete delivery.
8. Custom and made-to-measure orders
We can build most pieces to your own measurements and in your choice of fabric, leather and colour. Because these are made specifically for you, the 14-day change-of-mind right does not apply to them.
Your rights if a custom piece is faulty, damaged or not as described are unaffected.
9. Product descriptions and images
Photographs on this site are of real pieces, but fabric colour can appear different on different screens. We are happy to send you additional photographs or fabric details on WhatsApp before you order.
Dimensions are given as accurately as we can and small variations are normal in handmade furniture.
10. Cancellations, returns and faults
Your rights to cancel, return and to a repair, replacement or refund are set out in full in our Returns & Refunds policy, which forms part of these terms.
11. Our responsibility to you
If we fail to meet these terms we are responsible for loss or damage you suffer that is a foreseeable result of that failure.
We do not exclude or limit our liability in any way where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, for fraud, or for breach of your legal rights in relation to the goods.
12. Privacy
How we handle your personal information is explained in our Privacy Policy.
13. Governing law
These terms are governed by the law of England and Wales, and disputes may be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own courts.
14. 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.