Terms and conditions

1. Information about us and how to contact us
   We are Sussex Sofas Limited, a limited company registered in England and Wales with company number 16648962. Our registered office address is 149 Tideswell Road, Eastbourne, East Sussex, BN21 3RT, United Kingdom.

1.1 You can contact us using the details provided on our Contact Us page.

1.2 If we need to contact you, we may do so by telephone using the number you have given us, or in writing using the email or postal address you have provided.

2. These terms

2.1 These terms and conditions set out the basis on which we supply products to you.

2.2 Please read these terms carefully before placing your order. They explain who we are, how we will supply products to you, what to do if there is an issue, and other important information. If you believe there is an error in these terms, please contact us to discuss it. We may update these terms from time to time without prior notice.

3. Our contract with you

3.1 All orders placed via our website are subject to our acceptance. Your order is accepted when we send you an email confirming that acceptance.

3.2 If we are unable to accept your order, we will inform you and you will not be charged for the product. Reasons may include the product being out of stock, or an error in the price or description.

3.3 We will allocate an order number to your purchase and confirm this when we accept your order. Please quote this order number when contacting us about your order.

3.4 Mainland UK. Our website is intended for the promotion of our products to certain areas within the UK only. For details of the areas we deliver to, please see our Delivery page before placing your order. We do not accept orders from, or deliver to, addresses outside the areas listed there.

4. Our products

4.1 Product images on our website are for illustration only. While we try to show colours as accurately as possible, we cannot guarantee that the way colours appear on your device will exactly match the colours of the products. Your product may therefore differ slightly from the images shown. In particular, screen settings and manufacturing batches may affect the way colours appear.

4.2 We aim to ensure that all measurements shown on our website are accurate, but as our products are handmade, the dimensions may vary slightly (by up to 5cm).

4.3 If you purchase the same product at different times, we cannot guarantee an exact match due to batch variations. This includes potential differences in precise colour and measurements.

5. Your rights to make changes

5.1 If you wish to change the product you have ordered, please contact us. We will confirm whether the change is possible. If it is, we will let you know about any impact on the price, delivery times, or any other necessary adjustments, and ask you to confirm if you wish to proceed with the change.

6. Delivery

6.1 Any delivery charges (if applicable) will be shown during the order process. Prices displayed for products may exclude delivery costs. Further details are available on our Delivery page.

6.2 Arranging delivery. You will be given an approximate delivery timescale when you place your order. Once your order is ready for delivery, we will contact you to agree a delivery date. Where possible, we will arrange delivery on the first available vehicle in your area, as we are unable to store your furniture for extended periods. We make every effort to meet the estimated delivery date, but occasionally manufacturing or other factors outside our control may cause delays, and a new delivery date may be required. We will keep you informed where this occurs. We do not provide compensation for delivery delays.

6.2.1 Our warehouse can only hold your order for up to 30 days, so delivery must take place within 30 days of the date of your original order. If you cannot accept delivery within this period, a storage charge of £50 per week will apply. Please note that we are unable to honour any sale or discounted prices on a replacement order.

6.3 Events outside our control. If delivery of the products is delayed due to circumstances beyond our control, we will notify you as soon as we reasonably can and take steps to reduce the effect of the delay. We are not responsible for delays caused by such events. If there is a risk of a significant delay, you may contact us to cancel your order and receive a refund for any products paid for but not received. In rare cases, we may need to cancel your order entirely, in which case we will refund you in full.

6.4 Checking your delivery. Please carefully inspect your order when it is delivered and let us and the delivery team know of any issues on the day of delivery so that we can assist. Reporting issues after the day of delivery makes it much more difficult for us to resolve them.

6.5 Limits on delivery

6.5.1 A responsible adult aged 18 or over must be present to supervise and accept delivery.

6.5.2 We can deliver to the third floor without a lift, or to higher floors where there is a suitable working lift. If you require delivery to higher floors without a lift, or where the lift is not large enough to accommodate the items, we will deliver to the ground floor only and you will need to arrange for the items to be taken upstairs.

6.5.3 Your property must be within 100 metres of a road or hard-surfaced track.

6.5.4 You must ensure it is safe and reasonably accessible for us to deliver the products to the intended room in your home.

6.5.5 It is your responsibility to check that the products will fit into your property, including through doors, hallways and into the intended room. We are not liable if the products do not fit. If the items cannot be delivered into the property, we will consider the situation reasonably on a case-by-case basis to find a possible solution, but a failed delivery fee of £100 will apply.

6.6 Re-delivery fee. We may charge a £100 re-delivery fee if:

6.6.1 no one is available at your address to accept delivery during the agreed delivery window (although we will try to contact you using the details you provided);

6.6.2 there is no safe or suitable access to the delivery address or we otherwise cannot complete delivery due to the delivery limits outlined above; or

6.6.3 you cancel the delivery within 96 hours of the agreed delivery date and wish to rearrange delivery.

6.7 Collection by you. If you choose to collect your products from our premises, or arrange for a third-party carrier to do so, you can contact us to organise collection during our working hours. Once you or your chosen carrier has collected the products, we will consider them delivered and will not be responsible for any damage that occurs after they have left our control. Any further transportation is at your own risk.

6.8 Responsibility for the products passes to you when we deliver them to the address you provided (or any other address set out in your delivery instructions), or when you or your nominated carrier collect them from us.

6.9 If we need to delay delivery by more than 30 days from the original estimated delivery date, or if we need to change or discontinue the product (for example due to technical issues, changes in the law or regulations, or shortages of materials), we will inform you unless this is due to an urgent or emergency situation. You may cancel your order in such circumstances, and we will refund any amounts paid in advance.

6.10 Cancellation of your order by us. We may end the contract for a product at any time by writing to you if:

6.10.1 you fail to make a payment when it is due;

6.10.2 you do not, within a reasonable time of being asked, provide information we need in order to supply the products; or

6.10.3 you do not, within a reasonable time, allow us to deliver the products to you.

6.11 Our responsibility for delivery ends at the delivery address specified on your order. If you arrange for the product to be shipped outside the UK, we cannot accept liability for issues arising on or after onward shipment. Please ensure the items are checked thoroughly before they are forwarded.

6.12 If your order contains more than one item, delivery will be scheduled in line with the item that has the longest lead time.

7. Cancellations & returns

7.1 Your rights to return for a refund. If you are not completely satisfied with the sofa you have purchased, you do not necessarily need to cancel your order. Instead, Sussex Sofas offers a FREE RETURNS option, allowing you to return the sofa if it does not suit your taste or style. To use this option, you must complete a returns form within 48 hours of receiving the sofa. If you request a return after the initial 48-hour period but within 100 days of delivery, we can still arrange collection; however, a collection fee of £299 will apply.

7.1.1 How to initiate a return. To request a return, please complete the returns form available on our website. We will then contact you to confirm the next steps and arrange the return.

7.1.2 Condition of the returned sofa. The sofa must be returned in its original packaging and in a condition suitable for resale for the return to be accepted.

7.2 Refund process. Once the returned sofa has been collected, we will issue your refund as soon as reasonably possible.

7.3 Cost of returns. There is no charge for returning the sofa under the free returns element of this policy, making the process straightforward for you.

7.4 Method of refund. Refunds will be made using the same payment method you used for your purchase.

7.5 14-day cancellation rights. Under the Consumer Contracts Regulations 2013, you may cancel your order if you change your mind. You can cancel at any time from when you place your online or mail order up to 14 days after you receive the goods. After notifying the retailer of your decision to cancel, you then have a further 14 days to return the goods. Please note there are certain exceptions, including bespoke or personalised items, which are not eligible for return under these regulations.

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 your concerns as quickly as possible and, where necessary, explain how to follow our complaints process. If you remain dissatisfied with our final response, you may be able to refer your complaint to The Dispute Resolution Ombudsman. We are required to comply with any decision they make. For more information on the Ombudsman and how their service works, please visit their website at https://www.fhio.org/ or call 0333 241 3209.

8.2 We are legally required to supply products that conform with our contract with you. Nothing in these terms affects your statutory rights.

8.3 All our products (excluding ex-display models, unless otherwise stated) come with a 5-year frame guarantee and a 1-year manufacturer’s guarantee. The guarantee begins on the date of delivery and covers manufacturing faults or defects arising under normal use from faulty factory workmanship, including sofa bed and recliner mechanisms. For further details, please refer to our Warranty page. This does not affect your legal rights.

8.4 If you move home, you must ensure that your products are properly packaged, handled, and stored during the move. Any damage caused in the course of moving (even if it only becomes apparent later) is not covered by our guarantee, and no refund, replacement or repair will be provided in relation to such damage.

8.5 If you report a manufacturing fault with your order:

8.5.1 within 30 days of delivery, you are entitled to a full refund or a replacement;

8.5.2 within the first 2 months after delivery, we will repair the item or provide a replacement; or

8.5.3 after the first 2 months, you must show that the item is faulty. If you can reasonably demonstrate to us that the item is defective and that the fault should not have arisen within the relevant period (taking into account how the product has been used and its quality and price point), we will repair the item or provide a replacement.

8.6 If you report a fault after you have had the sofa for more than 2 months, you may need to arrange an inspection of the product at your property by an independent third party to determine the cause of the issue. This will be at your own cost. We will also consider any evidence relating to the condition of your order at the time of delivery.

8.7 If a faulty product needs to be returned to us, we will cover the cost of its return.

8.8 Ex-display models are not covered by our manufacturer’s guarantee unless we specifically state otherwise, as they will have been used previously. These items may show signs of wear or damage, which is reflected in the price. You should carefully inspect any ex-display models before purchase so that you are aware of any defects. This does not affect your statutory rights.

9. Price and payment

9.1 The price of the product (including VAT) will be as shown on the order pages at the time you place your order. We take reasonable care to ensure the prices quoted are correct.

9.2 The price payable for a product is the price at the time you place your order. Prices may go up or down afterwards, but any change will not affect your order. Your payment at the time of order secures the price of the sofa you purchase at that point only.

9.3 Prices shown on our website apply to online purchases only and are not guaranteed for purchases made by any other method.

9.4 If a product has been listed with an incorrect price and you have placed an order based on that price, we will inform you, cancel your order, and refund any payments made in full.

9.5 We accept payment by the methods specified during the order process and only in UK Pounds Sterling (GBP). You must pay in full before we dispatch your products. Your credit or debit card will not be charged until we accept your order.

9.6 Full payment must be received (or, where applicable, finance must be approved and in place) before any lead time on your sofa begins. We will not schedule or complete delivery until this condition is met.

9.7 We reserve the right to decline payment from debit or credit cards that are not registered to the delivery address provided, due to strict fraud-prevention measures and 3D secure transaction requirements.

9.8 If you choose to use a third-party finance provider, your agreement with them is separate from your contract with us. Any questions or issues regarding their services should be raised directly with the finance provider.

9.9 All sale prices are available to new customers only. Households that cancel or return previous orders will not qualify for these sale discounts.

10. Our responsibility for loss or damage suffered by you

10.1 We do not seek to exclude or limit our liability 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, and any other liability which cannot lawfully be excluded or restricted.

10.2 We are not responsible for losses relating to business use. Our products are supplied for domestic and private use only. If you use the products for business, commercial, or resale purposes, we will not be liable for any business-related losses.

11. How we may use your personal information

11.1 We will use your personal information as described in our Privacy Notice, which can be viewed on our Privacy Policy page.

11.2 If you use third-party finance services, those providers will use your personal information in accordance with their own privacy policies. Please refer to their Privacy Policy for more information.

12. Other important terms

12.1 References to “writing” or “written” in these terms include email.

12.2 The contract is between you and us. No other person has any right to enforce any of its terms.

12.3 Each clause in these terms operates separately. If any part is found to be unlawful by a court or relevant authority, the remaining clauses will continue in full force.

12.4 If we delay enforcing any part of this contract, we can still enforce it at a later date. If we do not immediately insist that you do something you are required to do, or if we delay taking action against you for breaching the contract, this does not mean that you do not have to comply, and it does not prevent us taking action later.

12.5 These terms are governed by English law. You can bring legal proceedings relating to the products in the courts of England. If you live in Scotland, you may bring proceedings in either the Scottish or English courts. If you live in Northern Ireland, you may bring proceedings in either the Northern Irish or English courts. Disputes may also be submitted, where applicable, to the European Commission’s Online Dispute Resolution platform (for as long as we fall within its jurisdiction).

13. Intellectual property

13.1 All content on our website—including, but not limited to, product names, sofa designs, photographs, images, logos, text, graphics, page layout, and any software or source code—is owned by Sussex Sofas Limited or its licensors and is protected by copyright, trade mark, design rights, and other intellectual property laws.

13.2 You may only use content from our site for your own personal, non-commercial purposes. You must not copy, reproduce, republish, download, post, broadcast, transmit, make available to the public, or otherwise use any content from our site in any other way without the express written permission of Sussex Sofas Limited.

13.3 Sussex Sofas Limited reserves the right to take legal action in respect of any misuse or infringement of its intellectual property rights.

Mobile Terms of Service

Sussex Sofas
Last updated: 21 November 2024

The Sussex Sofas mobile messaging service (the “Service”) is provided by Sussex Sofas (“Sussex Sofas”, “we”, or “us”). By using the Service, you agree to these mobile terms and conditions (“Mobile Terms”). We may change or discontinue the Service, or any of its features, at any time without notice. Where permitted by law, we may also amend these Mobile Terms at any time, and your continued use of the Service after the effective date of any changes will constitute your acceptance of those changes.

By opting in to Sussex Sofas’ SMS/text messaging service, you agree to receive recurring SMS/text messages from Sussex Sofas or on our behalf, sent via your mobile network operator to the mobile number you provided—even if that number is registered on any national or state Do Not Call list. Messages may be sent using an automatic telephone dialling system or similar technology. Service-related messages may include updates, alerts and information (for example, order updates and account notifications). Promotional messages may include offers, promotions, specials, and marketing communications (such as cart reminders).

You understand that you do not need to enrol in this messaging programme in order to make a purchase, and that your consent is not a condition of any purchase from Sussex Sofas. Participation in the Service is entirely voluntary.

We do not charge a fee for using the Service, but you are responsible for any charges or fees for text messaging applied by your mobile network provider. Message frequency may vary. Standard message and data rates may apply. Please check your mobile plan and contact your provider for details. You are solely responsible for all SMS/text-related charges, including those imposed by your mobile provider.

You may opt out of the Service at any time. To stop receiving messages, text the single keyword STOP to Sussex Sofas or click the unsubscribe link (if available) in any of our text messages. You will then receive a one-time confirmation message that you have opted out. After this, you will not receive further messages to your mobile device unless you initiate contact again. If you are subscribed to multiple Sussex Sofas messaging programmes, you will need to opt out of each one separately (unless otherwise required by law), following the instructions provided in the relevant mobile terms.

For help or support regarding the Service, text HELP to Sussex Sofas or email info@sussexsofas.com.

We may change any short code or telephone number used to operate the Service at any time and will notify you of such changes. You acknowledge that messages you send (including STOP or HELP requests) to a short code or number that has changed may not be received, and we are not responsible for failing to act on requests sent to an outdated number or code.

Mobile network operators participating in the Service are not responsible for any delayed or undelivered messages. You agree to provide us with a valid mobile number. If you change your mobile number, you will need to register again with your new number to continue using the Service.

To the extent permitted by law, you agree that we will not be liable for any failed, delayed or misdirected message delivery, any errors in the information sent via the Service, or any actions you take or do not take in reliance on the information provided through the Service.

We respect your privacy. For information on how we collect and use your personal data, please refer to our Privacy Notice.