At Sofa Serenity, we strive to ensure that you are completely satisfied with your purchase. If you are not entirely happy with your order, please review our refund and return policy below.

1. Eligibility for Returns

  • Timeframe: You have 14 days from the date of delivery to initiate a return.
  • Condition: To be eligible for a return, the item must be unused, in its original condition, and in the original packaging.
  • Non-Returnable Items: Custom-made or personalized sofas, items purchased on sale, or gift cards cannot be returned.

2. Return Process

  1. Contact Us: Before returning an item, please contact our customer service team at contact@serenitysofa.co.uk or +44 7438 988897 with your order number and reason for the return.
  2. Return Authorization: Once your return is approved, we will provide you with a return authorization and instructions on how to send the item back to us.
  3. Shipping: You will be responsible for the return shipping costs unless the item was damaged or defective upon arrival. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

3. Refunds

  • Processing: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
  • Partial Refunds: Partial refunds may be granted for items that are not in their original condition, are damaged, or are missing parts for reasons not due to our error.
  • Shipping Costs: Original shipping costs are non-refundable. If you receive a refund, the cost of return shipping (if covered by Sofa Serenity) will be deducted from your refund.

4. Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at contact@serenitysofa.co.uk.

5. Damaged or Defective Items

If your item arrives damaged or defective, please notify us within 48 hours of delivery. We will arrange for a replacement or refund at no additional cost to you. Please provide photos of the damage when contacting customer service.

6. Late or Missing Refunds

If you haven’t received a refund yet:

  • First, check your bank account again.
  • Then contact your credit card company; it may take some time before your refund is officially posted.
  • Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and still have not received your refund, please contact us at contact@serenitysofa.co.uk.

7. Contact Us

For more information about our refund and return policy, please contact us:

Email: contact@serenitysofa.co.uk
Phone: +44 7438 988897

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