Faulty or Damaged Sofa or Furniture? Your Delivery and Refund Rights (UK)

A new sofa or bed is a big purchase, so it is galling when it turns up damaged, sags within weeks, or the frame creaks and fails. Your rights are strong — here is how to get a repair, replacement, or your money back.

Your rights

Bought from a retailer, furniture is covered by the Consumer Rights Act 2015: it must be of satisfactory quality, as described, and fit for purpose, and last a reasonable time. Delivery damage is the retailer's responsibility until it reaches you.

Your remedies by timing

• Within 30 days: a faulty item gives you the short-term right to reject for a full refund.
• Within six months: you are entitled to a repair or replacement; if that fails, a refund. A fault in this period is presumed present from delivery.
• Up to six years (five in Scotland): you can still claim for items that fail too soon to be of satisfactory quality.

Common furniture problems

• Damaged or marked on delivery.
• Sagging cushions, collapsing frames, or broken mechanisms (recliners, sofa beds).
• Wrong item, colour, or size versus what you ordered.
• Peeling "leather" or poor stitching far too soon.

How to claim

1. Inspect on delivery and note damage before signing if you can.
2. Photograph the fault and keep your order confirmation.
3. Write to the retailer stating the fault and the remedy you want.
4. If it was on finance or a credit card over £100, the lender is jointly liable (Section 75).

A complaint letter template

Dear [Retailer],

Re: Order [number] — faulty/damaged furniture

The [sofa/bed/item] delivered on [date] is [damaged / faulty / not as described]:
[describe, with photos]. Under the Consumer Rights Act 2015 I am entitled to [a
refund within 30 days / a repair or replacement, then a refund if that fails].

Please confirm how you will resolve this within 14 days.

Yours faithfully,
[Your name and contact details]

Do not accept "it's just settling" for a sagging sofa or a creaking frame. Photograph the fault, put your claim in writing, and lean on Section 75 if you financed it.