Refund policy

Returns & Refunds Policy

At Haus a Home, we want you to love your new furniture. All of our sofas are made to order, manufactured specifically to your chosen fabric, colour and configuration, so please read this policy before placing your order.

Changing your mind

You can cancel your order at any time between placing it and 14 days after your delivery. Because you're buying online, this is your right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and it applies even though your sofa is made to order.

Before delivery. Cancel any time while your sofa is being made and we'll refund everything you've paid, including the £90 delivery charge.

Within 48 hours of delivery. Tell us within 48 hours of your sofa arriving and we'll collect it free of charge and refund you in full, including delivery. The 48 hours run as ordinary clock hours, including weekends. Send your request at any time of day or night by email and we'll pick it up on the next working day. What matters is when you tell us, not when we open.

From 48 hours to 14 days after delivery. You can still return it. We'll collect and refund you, less a collection fee:

£150 for footstools, armchairs and medium sofas
£300 for large sofas, chaise sofas, corner sofas and U-shape sofas

If you're sending back more than one piece in a single collection, you pay one fee only, at the higher of the two rates.

You're also welcome to arrange your own return instead, at your own cost, if you'd prefer. Just let us know and we'll tell you where to send it.

You don't need the original packaging. Our delivery team takes it away with them, so we bring whatever's needed when we collect.

After 14 days. Our change-of-mind returns close at 14 days from delivery. Your rights if something is wrong with the sofa carry on well beyond that, as set out below.

How to cancel

Email hello@hausahome.com with your order number, or use the cancellation form included in your order confirmation email. Both are open at any time.

So that we can be sure an order isn't cancelled by mistake or by someone else, cancellations need to come from the customer named on the order. Please keep your delivery note or receipt, as it helps us find your order quickly, though we can always trace it from your name and address if you've mislaid it.

Once you've told us, you have 14 days to return the sofa to us or to let us collect it. Collections take place Monday to Friday, excluding bank holidays, and we'll agree a date with you.

Changing your fabric or colour

If you have second thoughts about your fabric or colour, email us within 3 days of placing your order and we'll change it. If the new fabric costs more or less, we'll charge or refund the difference.

After 3 days your sofa is in production and we can no longer change the fabric, colour or configuration.

You can still cancel your order entirely at any point up to 14 days after delivery, as set out above. Changing your order and cancelling it are two different things, and the 3 days applies only to changes.

Changes need to be confirmed by the customer named on the order.

Measuring and access

Sofas are large and stairwells rarely are. Every specification page lists the full dimensions of the piece. Please measure your doorways, hallways, stairs, lifts and the room itself before you order, and make sure there's a clear route on the day. If you're not certain, send us your measurements before you buy and we'll tell you honestly whether it will work.

Our delivery team can't remove doors or door frames, take out windows, use a window or balcony entry, or dismantle your sofa on site.

If your sofa fits into your home but not where you pictured it, that's a change of mind rather than a failed delivery. The sections above apply, including the collection fee if you tell us more than 48 hours after delivery.

If your sofa can't be got into your home at all, we'll look at whether a specialist team can find a route, and arrange a second attempt where we think there is one. A second attempt is charged at £90, the same as your original delivery. If there's genuinely no way in, you can cancel and we'll refund the price of your sofa and your delivery charge in full.

Your refund

We refund within 14 days of getting the sofa back, or of you showing us it's on its way, whichever comes first. Refunds go to your original payment method.

We refund what you paid for the sofa, plus the £90 delivery charge, less any collection fee.

If you're returning only part of a larger order, we keep the £90, because we'd have made the delivery anyway.

If you added the 5-Year Warranty Plan, that's refunded in full alongside a cancelled sofa.

If you paid using 0% finance through Zopa, we'll notify Zopa as soon as your cancellation is confirmed and your credit agreement is unwound with it. You don't need to do anything, and you shouldn't keep making payments on a sofa you've sent back. If a payment goes out after you've cancelled, tell us and we'll sort it.

Please take reasonable care of the sofa while it's with you. We may reduce your refund if it's been handled beyond what's needed to check it, and the test is what you'd reasonably have done with it in a shop. Unpacking it, looking at it and sitting on it is fine. Marks, damage, or a fortnight of daily use are not. If we do need to make a deduction, we'll explain exactly what it's for and how we've worked it out before we process your refund.

Faulty or damaged products

None of the above applies when a sofa is faulty, damaged in transit, or isn't what you ordered. In those cases we put it right at our cost, always. No collection fee applies and your delivery charge comes back in full.

Email hello@hausahome.com as soon as you notice, because the sooner we know, the sooner we can fix it. Photographs or a short video help enormously and usually save a visit, so please send them if you can.

Repairs are carried out at your delivery address by our third-party repair service, and we may need our inspection team to visit and assess the problem before we agree the best way forward. We'll always arrange a time that suits you.

Your rights under the Consumer Rights Act 2015 are:

Within 30 days of delivery you can reject the sofa and have a full refund. You don't have to accept a repair first.
Within the first six months you can ask for a repair or a replacement, and we'll provide whichever you choose, unless that option is impossible or costs disproportionately more than the other. If we can't do what you've asked for, we'll explain why and offer the alternative. If a repair or replacement doesn't fix the problem, or can't be done in a reasonable time without significant inconvenience to you, you can have a refund or a reduction in price.
After six months the same remedies are available, but you'll need to show that the fault is a manufacturing defect rather than wear or damage. Our inspection team can help establish this. You have six years to bring a claim in England and Wales, and five years in Scotland.

Our guarantees

Every Haus a Home frame is guaranteed for ten years, and all other components for one year, from the date of delivery, against manufacturing defects in normal domestic use.

These are our own promises to you. They sit on top of your legal rights and don't replace or limit them. If something is covered by both, you can rely on whichever is better for you.

Our guarantees don't cover:

Fair wear and tear, or normal changes in the appearance of fabric and filling over time.
Accidental damage, or damage caused by misuse, neglect or abuse.
Damage caused by moving home. Please make sure your furniture is properly packaged and protected if you move.
Damage from exposure to damp, or from placing furniture in direct sunlight or against a radiator.
Ex-display and clearance items, which are sold outside our guarantee. Your legal rights on these items are unaffected.

Looking after your sofa well will keep it in good condition for longer, and our care guides explain how.

Contact us

For any returns, refund queries or complaints, email our customer support team at hello@hausahome.com. We're here Monday to Friday, 9am to 4pm, and we aim to reply within one working day.

If you're not happy with how we've handled something, say so and ask for it to be reviewed. We'd always rather sort it out directly.

Everything we offer here is in addition to your statutory rights as a consumer, and nothing in this policy limits them. If you're buying in the course of a business rather than as a consumer, please see our Terms and Conditions, as different terms apply.