Terms & Conditions | Msofas

Terms & Conditions

This agreement is a contract for goods between Msofas Ltd, the supplier, and you, the customer. This contract is formed when we confirm and accept your order by email.

Msofas Ltd supplies upholstered furniture, sofas, sofa beds, beds, wardrobes, flat-packed furniture and other home furniture products. At Msofas, we want your customer experience to be clear, enjoyable and seamless, so we provide these Terms & Conditions to explain what you can expect when placing an order with us.

Nothing in these Terms & Conditions affects your statutory rights.

Before You Place an Order

Before placing an order, please check the following carefully:

Can access be gained easily for the furniture to be delivered?
Are the doors, corridors, staircases, lifts and passageways wide enough?
Will the furniture fit into your room?
Have you selected the correct product, colour, fabric, size, layout and orientation?
Do you need a left-hand or right-hand corner sofa?

When we refer to a left-hand or right-hand corner sofa, this is based on standing in front of the sofa and looking at it, not sitting on it.

Before ordering, please check the dimensions of all internal and external access points, including doors, corridors, staircases, lifts, hallways and corners. Please compare these measurements with the product dimensions to ensure access is possible.

Measurements of upholstered furniture are approximate and may vary by around 2–4% due to the handmade nature of the product.

If you have any doubts before ordering, please contact us at support@msofas.co.uk. We will be happy to help with any questions about dimensions, access, product configuration, fabric or colour.

Product Information, Colours and Measurements

We aim to describe all products as accurately as possible. However, colours shown on the website may appear different in real life depending on screen settings, lighting, photography and fabric characteristics.

If colour matching is important, we recommend requesting fabric samples before placing your order.

The customer is responsible for checking that the correct product, colour, fabric, orientation, configuration and size have been selected before placing an order.

For non-upholstered and flat-packed furniture, colours, dimensions and weights may vary slightly from the information shown online.

Order Confirmation

When you place an order, we will confirm:

the product or products you have agreed to purchase;
the purchase price;
any balance payable;
the payment method used;
the expected delivery or availability timeframe, where applicable.

Once your order has been accepted and confirmed by email, it may not always be possible to amend or cancel the order, especially where the product is bespoke, personalised, made-to-order or has already entered production.

Payment Arrangements

The products on your order will not be delivered unless the balance has been paid in full, unless otherwise agreed in writing.

Some payment methods may include a surcharge or additional terms from the payment provider.

Finance options may be available for eligible orders above the minimum finance threshold shown at checkout or on the website. Finance is subject to status, affordability checks, lender approval and the terms of the finance provider.

Your statutory rights are not affected.

Delivery Arrangements

Delivery times vary depending on product type, availability, production schedule and delivery location.

Most made-to-order furniture is delivered within the estimated timeframe shown on the product page, order confirmation or delivery information provided to you.

Fast Delivery products are normally available for quicker delivery, although delivery times may vary during busy periods, public holidays, supplier delays, courier delays, rural delivery routes or circumstances beyond our control.

Where delivery is delayed due to circumstances outside our control, we will contact you as soon as reasonably possible.

Please ensure that your shipping address, email address and contact telephone number are correct. Msofas Ltd is not responsible for failed or delayed deliveries caused by incorrect delivery details or failure to respond to delivery contact.

Once your order is ready, we will contact you to arrange a delivery date. Where possible, we aim to provide at least 3–5 days’ notice before delivery.

Delivery is normally available Monday to Sunday between 6:00 am and 10:00 pm. Delivery is not normally available on public holidays unless otherwise agreed.

We cannot guarantee an exact delivery time. The delivery team will contact you if the expected delivery time changes.

Access and Delivery Responsibility

It is the customer’s responsibility to ensure that furniture will fit through all access points and into the intended room.

This includes checking doors, corridors, staircases, lifts, hallways, turns, corners, ceilings and any other access restrictions.

Msofas Ltd is not responsible if the furniture cannot be delivered into your property or room of choice due to restricted access, incorrect measurements, unsuitable access conditions or obstacles.

Please ensure all access points are clear before the delivery team arrives.

If furniture needs to be partially dismantled to gain access, additional charges may apply. Any dismantling is subject to the delivery team’s assessment and may not always be possible.

Delivery and Installation

For eligible upholstered furniture, our delivery team will deliver the item to the room of your choice, unpack it, assemble it where applicable and remove packaging materials where possible.

For flat-packed furniture, delivery is normally to the doorstep only. Assembly and packaging removal are not included unless confirmed in writing.

For deliveries handled by third-party couriers or to certain delivery zones, service levels may vary and may be doorstep-only unless otherwise confirmed in writing.

Checking Your Order on Delivery

Please inspect your furniture carefully on delivery before signing the delivery paperwork.

By signing, you confirm that the item has been delivered and that you have had the opportunity to inspect it.

If you notice any visible damage, missing part or issue on delivery, please inform the delivery team immediately and contact us as soon as possible with clear photos or videos.

For flat-packed furniture, please check all parts before assembly. Only unassembled defective parts may be eligible for replacement. Photos of the defective part, the part number or code from the instructions and the label from the box must be sent to support@msofas.co.uk within 7 days of delivery.

Delivery Zones

Delivery charges, delivery timeframes and service levels may vary depending on your location.

Some areas may require an additional delivery charge, longer delivery timeframe, third-party courier service or doorstep-only delivery.

Where a special delivery zone applies, we will provide relevant delivery information before or after the order is placed, depending on the information available at the time.

Cancellation & Returns Policy

This policy applies to orders placed with Msofas Ltd. Your statutory rights are not affected.

Fast Delivery / Stock Products

Fast Delivery products are products held in stock or available for quicker dispatch.

For eligible Fast Delivery / stock products purchased online, you have 14 days from the day after delivery to notify us that you wish to cancel your order. You then have a further 14 days to return the item after notifying us.

To request a return, please contact us at support@msofas.co.uk with your order number, full name, address and reason for return.

Free Return on Delivery

If your sofa or furniture item is not suitable, you may refuse the item while our delivery team is still on-site.

If the item is refused immediately at the point of delivery, before the delivery team leaves your property, it can be returned free of charge.

Once the item has been accepted and the delivery team has left your property, any approved return or exchange will be treated as a post-delivery return and the applicable collection, restocking and administration fee will apply.

Returns After Delivery

For eligible Fast Delivery / stock products returned after delivery has been completed, a collection, restocking and administration fee of 20% of the furniture value will apply where Msofas arranges collection.

This fee covers the cost of collection, handling, inspection, administration and preparing the returned product for resale where possible.

To qualify for a return, the item must be returned in good condition and, where possible, in its original packaging. The product must not be damaged, marked, altered, misused or returned in a condition that prevents resale.

If an item is returned damaged, used beyond reasonable inspection, marked, altered, incomplete or without suitable packaging, we may reduce the refund to reflect any loss in value.

Extended Returns for Unopened Items

Unopened Fast Delivery / stock products may be returned within 45 days of delivery, subject to approval, provided that the product:

has not been unpacked;
has not been used;
remains in its original packaging;
is returned in a condition suitable for resale.

A collection, restocking and administration fee of 20% of the furniture value will apply to approved extended returns where Msofas arranges collection.

Items that have been unpacked, used, damaged, marked, altered or returned without original packaging will not qualify for extended returns.

Bespoke, Personalised and Made-to-Order Products

Many Msofas products are produced to order.

Bespoke, personalised or made-to-order products include items made specifically to the customer’s selected specification, including but not limited to fabric, colour, size, orientation, configuration, layout, finish or other custom options selected by the customer.

Once we confirm that your bespoke, personalised or made-to-order product has entered production, the order cannot normally be cancelled, amended or returned for a standard cash refund due to a change of mind, unless the item is faulty, not as described, or we have failed to follow your confirmed order instructions.

If you wish to cancel or amend a bespoke, personalised or made-to-order product, you must contact us as soon as possible. Where production has not yet started, we will do our best to assist you. Where production has already started, cancellation or amendment may not be possible.

Bespoke / Made-to-Order Products – Exchange or Store Credit

If you are not fully happy with your bespoke or made-to-order product after delivery, Msofas may, at its discretion, offer one of the following goodwill options:

an exchange for another product; or
store credit to be used towards a future purchase with Msofas.

For any approved exchange or store credit request after delivery, a collection, restocking and administration fee of 20% of the furniture value will apply.

This fee covers the cost of collecting the item, handling, inspection, administration and preparing the returned product for resale where possible.

The remaining balance, after the 20% fee has been deducted, may be issued as credit towards another product or held as store credit on the customer’s account. This credit is not normally paid as a cash refund.

Any exchange or store credit is subject to approval and depends on the condition of the original item, delivery location, collection availability and the replacement product selected.

The original item must be returned in good condition and, where possible, with suitable packaging.

Items that are damaged, marked, altered, heavily used, incomplete or returned in unsuitable condition may not qualify for exchange or store credit.

Please note that bespoke, personalised and made-to-order products are not normally eligible for a cash refund due to a change of mind once production has started.

We strongly recommend checking all dimensions, access, colour, fabric, orientation and configuration before confirming your order.

Customer Mistakes

It is the customer’s responsibility to ensure that the correct product, colour, fabric, orientation, size, configuration and delivery details are selected before placing an order.

If an order is cancelled, changed or exchanged due to a customer mistake, such as incorrect corner orientation, wrong colour, unsuitable dimensions, unsuitable access or incorrect delivery information, we will review the request based on the order status.

If the item has not yet entered production, we will try to amend or cancel the order where possible.

If the item has already entered production, cancellation or amendment may not be possible. In such cases, Msofas may offer an exchange or store credit as a goodwill option, subject to approval and the conditions stated above.

Faulty or Damaged Items

In the unlikely event that your item arrives faulty, damaged or not as described, please contact us as soon as possible at support@msofas.co.uk with your order number and clear photos or videos showing the issue.

Once the issue has been reviewed and confirmed, we will arrange a suitable resolution in line with your consumer rights.

This may include repair, replacement, exchange, collection, refund or another appropriate remedy depending on the circumstances.

Please do not attempt to repair, modify, assemble or use a faulty item in a way that may make the issue worse before contacting us.

Refunds and Store Credit

Approved refunds for eligible Fast Delivery / stock product returns will be processed using the original payment method, unless otherwise agreed.

For eligible cancelled orders, refunds will normally be processed within 14 days of receiving the returned goods, or evidence that the goods have been returned, where applicable.

Where a deduction applies due to damage, use, missing parts, unsuitable condition, collection costs, restocking fees or administration fees, this will be deducted from the refund amount.

For bespoke, personalised and made-to-order products, where Msofas approves a return as a goodwill gesture due to a change of mind or customer mistake, the remaining balance after the 20% collection, restocking and administration fee will normally be issued as store credit rather than a cash refund.

Store credit can be used towards another Msofas product and is not normally redeemable for cash.

Policy Update

This returns policy applies to all orders placed on or after 25/05/2026.

Orders placed before this date will be handled in line with the returns policy in place at the time of purchase.

Complaints

We want every customer to be happy with their Msofas experience. If something has gone wrong, please contact us as soon as possible so we can review the issue and help resolve it.

You can contact us by email at support@msofas.co.uk, by phone on 0800 0209 555, or through live chat on our website.

Please include your order number, full name, address, a clear description of the issue and any relevant photos or videos.

We aim to review complaints as quickly as possible. Where we can resolve your complaint within 14 days, we will provide a response confirming the outcome.

If we need more time to investigate, we will keep you updated.

If we do not receive a response from you within 30 days of our reply or request for further information, we may treat the matter as resolved and close the complaint.

Finance Complaints

If your complaint relates to a regulated finance agreement, you may have the right to refer the matter to the Financial Ombudsman Service, free of charge, if you are dissatisfied with our final response or if we have not resolved the complaint within the required timeframe.

Further information is available from the Financial Ombudsman Service.

Your Guarantee

In addition to your statutory rights, Msofas Ltd provides a 2-year warranty on eligible new upholstered furniture.

The warranty covers structural manufacturing defects in normal domestic use, including eligible faults with the frame, joints and springs.

If a warranty issue is confirmed, Msofas Ltd will decide the most appropriate remedy, which may include repair, replacement part, exchange or another suitable resolution.

What Is Not Covered

The warranty does not cover:

accidental, deliberate or mechanical damage;
tears, cuts, scratches, punctures, burns or broken components caused by use or misuse;
damage caused by pets, children, liquids, flooding, stains, heat, sunlight or improper cleaning;
damage caused by incorrect assembly, movement, storage or handling;
damage caused by sitting on arms, standing or jumping on furniture, or using the product outside its intended purpose;
normal wear and tear, including fabric creasing, wrinkles, foam softening, cushion settlement or changes in comfort over time;
natural fabric or leather variations, including shade differences, texture differences, pile movement, pressure marks or natural leather characteristics;
dye transfer from clothing or other materials;
pilling, fading or shrinkage caused by use, environment or maintenance;
issues caused by failure to follow the care and maintenance instructions.

Furniture must be used in a normal domestic environment and cared for in line with the care instructions provided.

Ex-Display Items

Ex-display items are sold as seen and may show signs of use, handling, wear, light damage, marks, scratches, stains, fabric pressure marks or other cosmetic imperfections.

These imperfections are reflected in the reduced price and will not be treated as faults after delivery where they were visible, disclosed, photographed, described or reasonably expected for an ex-display item.

Ex-display items are not supplied with the same manufacturer’s warranty as new made-to-order products unless confirmed in writing.

This does not affect your statutory rights if the item is not as described, unsafe, or has a fault that was not disclosed or reasonably visible at the time of purchase.

Please inspect ex-display items carefully before purchasing or accepting delivery.

Clearance Items

Clearance items may be reduced in price due to discontinued lines, limited stock, packaging condition, older stock, cancelled orders or other commercial reasons.

Unless stated otherwise, clearance items are new and unused.

Any specific limitations, cosmetic issues or warranty differences will be shown on the product page or confirmed before purchase where applicable.

This does not affect your statutory rights if the item is faulty, not as described or not supplied in line with your confirmed order.

Care and Maintenance

To help protect your furniture, please follow the care instructions below:

Keep furniture at least 1 metre away from radiators, fireplaces and other heat sources.
Avoid prolonged exposure to direct sunlight, as this may cause fading or colour changes.
Do not sit on arms, stand on seats, jump on furniture or use the product outside its intended purpose.
Lift furniture from the base when moving it. Do not pull it by the arms, backrests or cushions.
Vacuum upholstered surfaces regularly using a soft brush attachment.
Clean spills immediately using a clean, light-coloured cloth. Do not rub aggressively.
Do not use bleach, solvents, alcohol-based cleaners or unsuitable cleaning products.
Rotate and dress cushions regularly where applicable to help maintain shape and even wear.

Sofa beds are designed as occasional sleeping solutions unless the product description states otherwise.

Leather, Fabric and Eco-Leather Care

Upholstery materials should be kept clean and maintained regularly.

Do not allow heavy soiling to build up.

Before cleaning, vacuum upholstered surfaces using a soft brush attachment.

Remove stains as soon as possible.

Do not apply cleaning products directly to the stain unless the product instructions specifically allow this.

Use a clean, light-coloured cloth or sponge and test any cleaning product on an inconspicuous area first.

Do not rub the upholstery aggressively, as this may damage the surface.

After cleaning, allow the furniture to dry fully before use.

Leather is a natural material and may show natural marks, scars, grain differences, wrinkles, shade variations and changes in appearance over time. These are natural characteristics and are not normally considered faults.

Leather furniture should be cleaned and maintained using suitable leather care products. Do not use alcohol-based cleaners, solvents, bleach or unsuitable detergents.

Natural Product Characteristics

Upholstered furniture is handmade and may show natural variation in shape, finish, fabric tension, softness and appearance.

Fabric and leather may show shade differences, pile movement, pressure marks, texture variation, creasing or wrinkles.

Foam and cushions may soften or settle during normal use.

These changes are normal characteristics of upholstered furniture and are not normally considered manufacturing faults.

Use of Sofa Beds and Sleeping Functions

Sofa beds are designed to provide an additional sleeping option.

Unless the product description states otherwise, sofa beds are intended for occasional sleeping use rather than as a permanent replacement for a full-time bed.

Before using the sleeping function for the first time, please ensure that all transport protection has been removed.

Do not force the mechanism. If the mechanism does not operate correctly, stop using it and contact Msofas for assistance.

Do not allow children to operate sofa bed mechanisms without adult supervision.

Privacy and Data Protection

Msofas Ltd will process your personal data in accordance with the UK GDPR and the Data Protection Act 2018.

We do not sell your personal data to third parties.

We may share necessary information with trusted service providers where required to process your order and provide our services. This may include payment processors, finance providers, delivery partners, IT platforms, customer service tools and other service providers involved in fulfilling your order.

Please see our Privacy Policy for full details of how we collect, use, store and protect your personal data.