Refund policy
Snug Life Return & Exchanges
We want you to love your Snug Life sofa.
Buying a sofa is a big decision, and we want you to order with complete confidence.
Whether you've chosen one of our Sofa in a Box collections for fast delivery or a Made to Order sofa crafted especially for you, we're committed to making the process as simple and transparent as possible.
Your return options depend on the type of product you've purchased.
Sofa in a Box Products
Our Sofa in a Box collection is designed for modern living. These sofas are pre-made, quality checked and ready to be delivered to your home in days, not months.
If you've changed your mind, you may return an eligible Sofa in a Box product within 30 days of receiving your order, provided you notify us within this period.
To qualify for a return, your item must:
- Be in as-new condition.
- Be returned with all original packaging where reasonably possible.
- Include all accessories, fittings and instructions.
- Not show signs of misuse, damage or excessive handling beyond what is reasonably necessary to inspect the product.
Please contact our Customer Service Team before returning your sofa so we can provide return instructions and arrange collection where required.
Return & Restocking Fee
For returns due to a change of mind, a £150 return and restocking fee will apply to each order. This fee covers the cost of collecting, inspecting, repackaging (If necessary) and preparing the sofa for resale.
The £150 fee will be deducted from your refund once the returned item has been received and inspected.
If the returned sofa is not received in a resaleable condition, or shows signs of use beyond what is reasonably necessary to inspect it, we reserve the right to make a further deduction from your refund to reflect any loss in value.
No return or restocking fee will apply where a product is faulty, damaged on arrival or supplied incorrectly. In these circumstances, Snug Life will arrange collection, repair or replacement at no cost to you.
Made to Order Sofas
Some Snug Life sofas are manufactured specifically for you.
If you've selected a bespoke configuration, fabric, colour or another Made to Order option, this will be clearly shown on the product page and during checkout or at our chosen stockist.
Because these sofas are made specifically to your individual requirements, they cannot usually be cancelled, amended or returned once production has started. This is because your sofa is manufactured exclusively for you and cannot be resold as a standard stock item.
This does not affect your statutory consumer rights if your sofa:
- Arrives damaged.
- Has a manufacturing fault.
- Is not as described.
If you're unsure whether your sofa is made to order, our Customer Service Team will be happy to advise before you place your order.
Before You Order
To help ensure everything goes smoothly, please take a few moments to check:
- Your chosen sofa, configuration, fabric and colour.
- The dimensions of your room.
- Access into your property, including doorways, hallways, staircases and lifts.
- That the sofa can be safely delivered to its intended room.
If delivery cannot be completed because suitable access isn't available, additional delivery, collection or storage charges may apply.
If you're unsure, please contact us before ordering, we're always happy to help.
Received Your Order?
Please inspect your furniture as soon as it arrives.
If anything appears damaged, incorrect or incomplete, let us know as soon as possible, ideally within 48 hours of delivery, so we can resolve the issue quickly.
When contacting us, please include:
- Your order number.
- A brief description of the issue.
- Photographs or a short video showing the problem.
The more information you can provide, the quicker we'll be able to help.
Faulty Items
If your sofa develops a manufacturing fault during the guarantee period, please contact our Customer Service Team.
Depending on the nature of the issue, we may:
- Supply replacement parts.
- Arrange a professional repair.
- Replace the affected component.
- Replace the entire sofa.
- Offer another suitable resolution where appropriate.
Every claim is assessed individually to ensure the most appropriate outcome.
Refunds
Once your returned item has been received and inspected, we'll notify you of the outcome of your return.
If approved, your refund will be processed to your original payment method within 7 working days of receiving the returned goods.
For change-of-mind returns, the £150 return and restocking fee (and any applicable deductions for loss in value) will be deducted from your refund.
Original delivery charges are refundable only where required by law or where the return is due to a manufacturing fault, transit damage or an error on our part.
Non-Returnable Products
Unless faulty, damaged or not as described, we cannot normally accept returns for:
- Made to Order sofas.
- Bespoke configurations.
- Custom fabrics or colours.
- Products personalised or modified at your request.
- Clearance, ex-display or final sale products.
- Gift cards.
Need to Change Your Order?
If you've just placed your order and need to make a change, please contact us as soon as possible.
For Sofa in a Box products, we'll always do our best to amend your order before it has been dispatched.
For Made to Order products, changes may only be possible before manufacturing begins. Once production has started, we are unlikely to be able to make amendments or cancel your order.
Your Consumer Rights
Nothing in this Returns & Refunds Policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations or any other applicable UK consumer protection legislation.
Need Help?
Our Customer Service Team is here to make buying a sofa as easy as possible.
If you have any questions about returns, delivery, fabrics, configurations, or whether your chosen sofa is Sofa in a Box or Made to Order, we're always happy to help before or after your purchase.
Our aim is simple: to make sure you enjoy your Snug Life sofa from the day it arrives.