In short (UK): Furniture from a trader must be of satisfactory quality, fit for purpose, and as described under the Consumer Rights Act 2015. Faulty or misdescribed sofas can mean reject / repair / replace / refund — a “no refunds on sale or bespoke” line does not cancel those rights. Document faults on delivery, complain in writing, then escalate. This is general guidance, not legal advice.
Long wait, then a damaged frame or fabric that pills in a week? This guide covers the core rules — not a full claim pack. For a personalised plan and letter, use Refundly.
Your Rights for Furniture
Goods sold by traders generally must be:
- Of satisfactory quality
- Fit for purpose (including any purpose you made known)
- As described (colour, size, materials, leather vs “leather-look”)
That covers many sofas, beds, tables, and made-to-order pieces bought from retailers — not private Facebook sales.
Time Windows (High Level)
| Stage | Typical CRA path |
|---|---|
| First 30 days | Short-term right to reject for a full refund on qualifying faults |
| After 30 days | Retailer usually gets one repair or replacement chance |
| After failed repair/replace | Refund or price reduction |
| Late delivery | Final deadline → cancel and reclaim sums paid if still undelivered |
Changed Your Mind vs Faulty Goods
| Situation | High-level position |
|---|---|
| Faulty / damaged / not as described | Remedy under CRA 2015 |
| Simply changed your mind after delivery | Limited — especially bespoke; distance cooling-off may not apply once made to your spec |
| Sale-price “no refunds” sticker | Cannot override fault rights |
Log order date, delivery date, fault photos, and every repair promise
What to Do Next (High Level)
- Photograph damage and labels on delivery — refuse or note “damaged” on the paperwork if obvious.
- Write to the retailer (not only the courier chat).
- Request the remedy that fits your stage — reject, repair, replace, or refund.
- Set a clear response and collection deadline.
- Escalate via ADR, chargeback, Section 75, or small claims if ignored.
What Your Complaint Should Cover
Order number; item and price; delivery date; fault vs description; photos; remedy wanted; deadline; where the sofa can be collected from.
Refundly builds a furniture complaint from your claim details
Lead Times and Excuses
Retailers often blame factories or couriers. Your contract is still with the seller. Endless “another six weeks” without agreement can justify a final written deadline and cancellation for non-delivery.
Using Refundly
- Select goods / furniture fault
- See plain-English CRA stages
- Get a personalised plan
- Generate a complaint letter
- Track repairs, collections, and replies
Final Tip
On delivery day, inspect before the driver leaves when you can. Early photos beat a “you must have caused it” argument three weeks later.
General information for UK consumers only — not legal advice. See the Consumer Rights Act 2015 and Consumer Contracts Regulations for distance sales where they apply.
Common questions
Short answers to common questions on this topic.
- Can I reject a faulty sofa in the first 30 days?
- Often yes under the short-term right to reject in the Consumer Rights Act 2015 if the sofa is not of satisfactory quality, fit for purpose, or as described. Act quickly and tell the retailer in writing.
- What if the fault appears after 30 days?
- You usually must give the retailer one chance to repair or replace before a refund or price reduction. After six months, you may need more proof the fault was present at supply — early photos help.
- The retailer says made-to-order so no refunds — is that final?
- Bespoke/made-to-order can limit change-of-mind cooling-off, but it does not wipe CRA rights when the goods are faulty or misdescribed. “No refunds” cannot override statutory fault remedies.
- Delivery was months late — what can I do?
- Agree a final delivery deadline in writing. If the trader still fails, you may cancel for a refund of sums paid. Keep every revised ETA.
- Who do I claim against — maker or shop?
- Usually the retailer you bought from (the trader under the CRA). Manufacturers’ guarantees are extra, not a substitute for your legal rights against the seller.