Returns policy.

1. Standard online orders: 14 days to cancel

For an eligible standard sofa bought online, you can cancel for any reason within 14 days after you receive it. You do not need to give a reason. To cancel, email teddingtonfurniture@outlook.com or WhatsApp 07386 275150 with a clear statement that you want to cancel, your name and your order reference.

After telling us you are cancelling, you have a further 14 days to return the item. You must arrange the return of large furniture using a suitable carrier, unless we agree otherwise. Alternatively, you can ask us to arrange collection for a fee. We will confirm the collection fee in writing and obtain your agreement before booking collection. Please contact us before arranging any return or collection.

2. Condition of change-of-mind returns

You may inspect a standard item as you would in a showroom, but it must not be used, assembled, slept on, lived with, damaged, altered, washed or treated. Keep it in its original condition and, where reasonably possible, its original packaging. We may make a proportionate deduction only where handling goes beyond what would be reasonable in a shop and reduces the item’s value.

3. Refund timing and return costs

For a valid cancellation, we refund the item price and any standard outbound delivery charge paid, using the original payment method. We make the refund within 14 days of receiving the returned item or evidence that it has been sent back, whichever happens first. If a customer chose a more expensive delivery option, we refund up to the standard delivery cost.

For a change-of-mind return, you are responsible for arranging and paying the direct cost of returning the furniture. If you prefer, we can arrange collection for an agreed fee. Furniture is not normally returnable by post, so contact us first for the return instructions or a collection quote. There is never a return or collection charge for goods that are faulty, not as described or unfit for purpose.

4. Made-to-order and personalised items

The 14-day change-of-mind cancellation right does not apply to a sofa genuinely made to a customer’s individual specification or clearly personalised. If an item is made to order in this way, we will make that clear before payment. This does not affect your rights if the item is faulty, not as described or not fit for purpose.

5. Faulty, damaged or incorrect goods

Please contact us promptly with your order reference and photographs where possible. If an item is faulty, not as described or not fit for purpose, your legal rights apply. You may have a short-term right to reject faulty goods within 30 days for a refund. After that, you may be entitled to a repair or replacement, and further remedies where the issue is not resolved. We cover reasonable return or collection costs for valid fault claims.

Teddington Sofas also offers a 12-month warranty for material manufacturing faults from delivery. We will arrange an independent third-party visit and report. If the report confirms a manufacturing fault, we will process a full refund using the original payment method. This warranty is additional to, and does not replace, your statutory rights.

6. How to make a return or fault claim

Email teddingtonfurniture@outlook.com or WhatsApp 07386 275150. Include your full name, order reference, delivery postcode, item(s), the reason for contact and photographs if there is a fault or damage. We will confirm the next steps in writing.

Cancellation form

You can use the wording below, but you do not have to. Any clear statement that you wish to cancel is enough.