Terms of service

Haus a Home Terms & Conditions

1. General Terms

1.1 Please read these terms and conditions carefully before placing any order with Haus a Home.

1.2 Sofa Success Ltd, trading as Haus a Home, is the seller of all products bought through this website. These terms apply when you place an order with us by any method.

1.3 By visiting our site and placing an order, you accept and agree to these Terms & Conditions.

1.4 hausahome.com is owned and operated by Sofa Success Ltd, a company registered in England and Wales under company number 10162564. Our registered office is 36 Ridge Close, Cheltenham, Gloucestershire, GL52 3PL. Our VAT number is GB244056915. You can contact us at hello@hausahome.com or by post at the address above. Our customer service team is available Monday to Friday, 9am to 4pm, and we aim to reply within one working day.

1.5 We may update, change or replace any part of these Terms & Conditions at any time. The version that applies to your order is the one published on the day you placed it, and we will send you a copy with your Order Confirmation. This does not affect your statutory rights.

1.6 Our store is hosted on Shopify Inc, who provide the e-commerce platform through which we sell to you.

1.7 The headings used in this agreement are for convenience only and do not limit or otherwise affect these Terms & Conditions.

2. Products

2.1 Photographs, product descriptions and measurements shown on our website, in emails, on swatches and in any brochure are approximate.

2.2 All goods are manufactured within standard industry measurement tolerances.

2.3 All products are sold subject to availability.

2.4 The colour shown on your screen may not be a perfect match for the product, because colour reproduction depends on the device you are viewing it on. We offer up to five free fabric samples, delivered in two to three working days, and we would encourage you to order them before you buy.

2.5 Your order is unique to you and will be supplied in accordance with the specifications set out in your Order Confirmation.

2.6 All goods may have slight dye, shade and grain variation.

2.7 Materials change with age and with exposure to sunlight and other conditions.

2.8 Occasionally we may supply goods with minor differences in specification for reasons beyond our control. Any such change will be of equal or improved standard. This does not affect your statutory rights, and our guarantee still applies.

2.9 We take reasonable measures to pack products properly so that orders arrive in excellent condition.

2.10 Our guarantee does not cover damage caused by accidental or deliberate damage, normal wear and tear, misuse, neglect or abuse, whether by you or by anyone else. Your statutory rights in relation to faulty or misdescribed goods are unaffected.

2.11 We reserve the right, but are not obliged, to limit the sale of our products to any person, geographic region or jurisdiction, on a case-by-case basis.

3. Our contract with you

3.1 When you place an order you are making an offer to purchase goods. Your order is accepted, and a contract formed, when we send you an Order Confirmation Email.

3.2 Production of your made-to-order item begins after your Order Confirmation. Please make sure all specifications are correct before you order.

3.3 All orders are subject to acceptance by us. We may cancel an order at any time before delivery by giving you written notice, for example if a fabric has been discontinued or we have identified a pricing error. We will refund you promptly and in any event within 14 days.

4. Prices and payment

4.1 We accept credit and debit cards including Visa, MasterCard, Maestro and American Express, together with PayPal, Apple Pay, and 0% interest-free credit through Zopa Bank Limited.

4.2 All prices are shown in Pounds Sterling and include VAT. Delivery is charged separately at £90 to mainland UK addresses and is added to the total at checkout.

4.3 We take payment when your order is received. Once we have checked your card details and product availability, your order will be processed.

4.4 Products cannot be delivered until full payment has been received.

4.5 We may amend product prices and delivery charges at any time. Changes will not affect orders already placed and confirmed.

4.6 If a product's correct price is higher than the price stated on our site, we will normally contact you for instructions before proceeding, or reject your order and tell you why. We are under no obligation to supply at an incorrect lower price where the error is obvious and could reasonably have been recognised by you as a mis-pricing.

4.7 Discount codes apply to the value of the order excluding delivery. Only one code may be applied to any order, and codes may not be used in conjunction with other offers or promotions.

4.8 Finance. We offer finance in cooperation with Zopa Bank Limited. We act as a credit broker and not as a lender. Your credit agreement is with Zopa, not with us, and is linked to your purchase, so if your order is cancelled or returned for a refund we will notify Zopa and your credit agreement will be unwound with it. If you have a query about the credit agreement itself, please contact Zopa directly.

4.9 Sofa Success Ltd, trading as Haus a Home, is authorised and regulated by the Financial Conduct Authority, firm reference number 764738. We act as a credit broker and not as a lender, and we offer credit facilities from Zopa Bank Limited. You can check our registration at register.fca.org.uk.

5. Cancellations, returns and refunds

5.1 Your right to cancel. You may cancel your order at any time between placing it and 14 days after your sofa is delivered. 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.

5.2 How to cancel. Email hello@hausahome.com quoting your order number, or use the cancellation form included in your Order Confirmation Email. Cancellations and amendments must be confirmed by the customer named on the order. Please keep your delivery note or receipt, as it helps us locate your order, although we can trace it from your name and address if you have mislaid it.

5.3 Before delivery. Cancel at any time while your sofa is being made and we will refund everything you have paid, including the £90 delivery charge.

5.4 Within 48 hours of delivery. Tell us within 48 hours of delivery and we will collect free of charge and refund you in full, including delivery. The 48 hours run as ordinary clock hours including weekends. You may email us at any time of day or night and we will pick it up on the next working day. What matters is when you tell us, not when we are open.

5.5 From 48 hours to 14 days after delivery. You may still return your order. We will collect and refund you, less a collection fee of £150 for footstools, armchairs and medium sofas, or £300 for large, chaise, corner and U-shape sofas. Where more than one piece is returned in a single collection, only one fee applies, at the higher of the two rates.

5.6 You may instead arrange your own return, at your own cost. Please contact us and we will tell you where to send it. You do not need the original packaging, since our delivery team removes it, and we bring whatever is needed when we collect.

5.7 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 will change it, charging or refunding any difference in price. After 3 days your sofa is in production and the fabric, colour and configuration are fixed. This 3-day window applies to changes only; your right to cancel the order altogether under clause 5.1 is separate and runs until 14 days after delivery.

5.8 Your refund. Once you have cancelled, you have 14 days to return the sofa or to let us collect it. We refund within 14 days of receiving it back, or of you showing us it is on its way, whichever comes first, to your original payment method. We refund the price of your sofa plus the £90 delivery charge, less any collection fee. Where you are returning only part of a larger order, we retain the £90, as the delivery would have been made in any event.

5.9 If you bought the 5-Year Warranty Plan, we refund it in full alongside a cancelled sofa.

5.10 Please take reasonable care of the product while it is in your possession. We may reduce your refund to reflect any reduction in its value caused by handling beyond what is necessary to establish its nature, characteristics and functioning, which is broadly what you would reasonably have done with it in a shop. Where we make such a deduction we will explain what it is for and how it has been calculated before processing your refund.

5.11 Collections take place Monday to Friday, excluding bank holidays, and we will agree a date with you.

5.12 We do not accept offers to collect orders from, or return orders to, our warehouse in person.

6. If your product is faulty or not as described

6.1 Nothing in clause 5 applies where a product is faulty, damaged in transit, or is not what you ordered. In those cases we put matters right at our cost. No collection fee applies and your delivery charge is refunded in full.

6.2 Please contact hello@hausahome.com as soon as you notice a problem, and tell the delivery team on the day if you spot something then. The sooner we know, the sooner we can help. Photographs or a short video are often enough for us to resolve matters without a visit. Nothing in this clause imposes a deadline on your legal rights.

6.3 Your rights under the Consumer Rights Act 2015 include:

6.3.1 rejecting the product for a full refund within 30 days of delivery, without having to accept a repair first;

6.3.2 a repair or a replacement, whichever you choose, unless the option you have chosen is impossible or costs disproportionately more than the other, in which case we will explain why and offer the alternative;

6.3.3 a refund or a reduction in price where a repair or replacement does not resolve the problem, or cannot be carried out within a reasonable time and without significant inconvenience to you.

6.4 For the first six months from delivery we accept that a fault was present at delivery unless we can show otherwise. After six months, you will need to show that the fault is a manufacturing defect rather than wear or damage. You have six years to bring a claim in England and Wales, and five years in Scotland.

6.5 Repairs are carried out at your delivery address using our third-party repair service. Our third-party inspection team may need to visit to determine the cause of a fault, and we will review it alongside any evidence about the condition of your order at the point of delivery. We will always arrange a time that suits you.

6.6 Where a refund is due under this clause we will pay it within 14 days.

7. Delivery

7.1 Delivery is charged at £90 on all orders to mainland UK addresses. We do not deliver to Northern Ireland, the Channel Islands, the Isle of Man or the Scottish islands.

7.2 Delivery usually takes 6 to 8 weeks from the date of your order. Delivery times are estimates and cannot be guaranteed. If we become aware of any change we will tell you as soon as we can.

7.3 Once your order is ready, our courier will contact you to agree a delivery date. You will receive a two-hour window by email and text the evening before and again on the morning of delivery, live tracking on the day, and a call around 45 minutes before we arrive.

7.4 Deliveries take place Monday to Friday, excluding bank holidays, between 08:00 and 16:00.

7.5 If you are ordering more than one item, your order will be delivered together, according to the item with the longest lead time.

7.6 A responsible adult aged 18 or over must be available to accept delivery.

7.7 As part of the delivery service, our two-person team will place your products in the room of your choice and remove all packaging for recycling.

7.8 Please do not dispose of your existing furniture until we have confirmed your delivery date. We are not able to remove or dispose of old furniture, and we would suggest contacting your local council or a charity, who may be able to help.

7.9 Our courier can hold an order for 5 days, so your delivery should take place within 5 days of the date first offered. If you cannot accept delivery within that time, please contact us as soon as possible and additional charges may apply.

7.10 If you cannot keep an agreed delivery date, please tell us at least 2 working days beforehand. A re-delivery fee of £90 applies where:

7.10.1 nobody is available at the address during the agreed window;

7.10.2 there is no safe means of access, or we are otherwise unable to deliver because of the limits set out in clause 8; or

7.10.3 you cancel or change the delivery less than 2 working days beforehand and wish to rearrange.

7.11 We will always contact you before charging a re-delivery fee.

7.12 Delays outside our control. If our supply is delayed by an event outside our control we will contact you as soon as possible and take steps to minimise the delay. We will not be liable for the delay itself, but where there is a risk of substantial delay you may contact us to end the contract and receive a refund for anything you have paid for and not received.

7.13 If we have to delay delivery by more than 30 days from the original estimate, or change or discontinue a product, we will contact you to tell you, unless the matter is urgent. You may cancel your order if we do, and we will refund any sums paid in advance.

7.14 We may end the contract by writing to you if you do not make a payment when it is due, or do not, within a reasonable time, allow us to deliver.

7.15 Delivery is completed when the delivery document is signed. The signature of the person accepting delivery at the address is proof that the order has been received.

8. Access and measuring

8.1 It is your responsibility to make sure there is clear access and enough space to receive your delivery, and to measure your doorways, hallways, stairs, lifts and the room itself against the dimensions shown on our specification pages before you order. If you are not certain, send us your measurements before you buy and we will tell you honestly whether it will work.

8.2 Please tell our courier, AIT Home Delivery, and us at hello@hausahome.com about anything that might affect delivery, such as flights of stairs, gated access, parking restrictions, narrow or one-way roads, rural tracks, limited turning space, or width and height restrictions.

8.3 Our delivery team cannot remove doors or door frames, take out windows, use a window or balcony entry, or dismantle your product on site.

8.4 Our team can deliver to the third floor without a lift, or to higher floors where there is an adequate working lift. Where delivery is required above the third floor and there is no suitable lift, we will deliver to the ground floor only and ask that you arrange help to take the product upstairs. Delivery is always subject to the health and safety of the delivery personnel, including manual handling guidance issued by the Health and Safety Executive.

8.5 Your property must be within 100 metres of a road or hard-surfaced track.

8.6 If your product fits into your home but not the room you had in mind, the delivery is complete and clause 5 applies, including any collection fee.

8.7 If your product cannot be got into your home at all, we will consider whether a specialist team can find a route and arrange a second attempt where we believe there is one, charged at £90. If there is genuinely no way in, you may cancel and we will refund the price of your product and your delivery charge in full.

8.8 Our delivery team will raise any concerns they have about getting a product into the room of your choice without damage to the product or your property. If you ask them to proceed anyway, we will not be liable for damage that results, and we may ask you to sign a disclaimer first.

8.9 Our delivery partner will take reasonable care in and around your property. Where damage is caused by their negligence we will put it right. Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence.

8.10 We are only able to help with delivery issues at the delivery address given on the order.

9. Your guarantee

9.1 We offer a 10-year frame guarantee on all sofas and chairs, and a 1-year guarantee on all other components including fabric faults, stitching, foam, feather, fibre, seats, armrests and springs.

9.2 The guarantee runs from the date of delivery and covers manufacturing defects arising under normal domestic use through faulty factory workmanship. The frame is guaranteed for a further 9 years after the initial year ends.

9.3 This guarantee applies to mainland UK only, is available to the individual named on the original order, and is not transferable.

9.4 Ex-display and clearance items are sold outside this guarantee. Your legal rights in relation to those items are unaffected.

9.5 The guarantee does not cover fair wear and tear; abuse, misuse or neglect; accidental or deliberate damage; damage caused by moving home, so please make sure your products are packaged, handled and stored properly if you move; loss or damage including rusting and corrosion due to unreasonable exposure to water, heat or weather; or loss or damage caused by fire, smoke, explosion, lightning, sunlight, infestation, animals or theft.

9.6 Where a product fails as a result of a proven manufacturing defect within the guarantee period, we will repair or replace it. If a repair is not possible we may replace the product with one of similar specification. Where a product forms part of a larger order, only the item confirmed as faulty will be repaired or replaced.

9.7 We may inspect a product to verify a fault. Our third-party inspection team will arrange a visit, and we may ask you for photographs or video beforehand, which often resolves matters faster. If we do not hear from you for 30 days we will close the case, though you are welcome to reopen it at any time and your statutory rights are unaffected.

9.8 Where a replacement is agreed, the 1-year component guarantee does not restart. It runs to the anniversary of your original delivery date. Your statutory rights in relation to the replacement product are unaffected.

9.9 This guarantee is given in addition to your legal rights and does not limit them. Where something is covered by both, you may rely on whichever is better for you.

9.10 To claim, email hello@hausahome.com with your order number, address, contact details, a summary of the problem and photographs.

9.11 Our optional 5-Year Warranty Plan is administered by Castelan Ltd and covers accidental damage to your furniture. It is bought separately at checkout, has its own terms, and we will send you the full policy document when you buy it. We receive commission of £50 for each policy taken out. Claims under the plan are handled by Castelan and not by us. If you cancel your sofa, we refund the plan in full alongside it.

10. Our liability to you

10.1 We are under a legal duty to supply products that are of satisfactory quality, fit for purpose and as described.

10.2 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of that failure. We are not responsible for loss or damage that is not foreseeable.

10.3 We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; for defective products under the Consumer Protection Act 1987; and for any breach of your statutory rights under the Consumer Rights Act 2015.

10.4 We supply our products for domestic and private use only. If you use them for any commercial or business purpose, or for resale, we have no liability to you for loss of profit, loss of business, business interruption, loss of contracts, loss of anticipated savings, loss of data, or loss of business opportunity.

11. Title and risk

11.1 Products become your responsibility from the time we deliver them to the address given in your order.

11.2 Ownership passes to you once we have received full payment, including the delivery charge.

12. Events outside our control

12.1 We are not liable for delay or failure in performing our obligations where it is caused by an event outside our reasonable control. Such events include industrial action, strikes, lockouts, terrorist attacks or threats, war, riots, adverse weather such as floods and storms, earthquakes, fires and other natural disasters.

13. Complaints and disputes

13.1 If something has gone wrong, email hello@hausahome.com and tell us what has happened. We will acknowledge within one working day and aim to resolve matters within 14 days.

13.2 If we cannot resolve your complaint between us, we will write to you to confirm that we have reached the end of our complaints process. We are not a member of an alternative dispute resolution scheme and we do not agree to submit disputes to an ombudsman or arbitrator. You remain free to take a claim to court, and you can get free, independent advice from Citizens Advice at citizensadvice.org.uk. Nothing in these terms affects your statutory rights.

13.3 These terms are governed by the law of England and Wales, and you may bring legal proceedings in the courts of England and Wales. If you live in Scotland, you may bring proceedings in either Scotland or England and Wales.

14. Communications

14.1 Where the law requires information to be given to you in writing, we will normally do so electronically. By ordering, you agree to receive contractual communications from us by email.

15. Your information

15.1 We handle your personal information in accordance with our Privacy Policy, which explains what we collect, why, and what your rights are.

15.2 We share the details necessary to fulfil your order with our delivery courier, and with Castelan Ltd where you have bought the 5-Year Warranty Plan or are making a claim under it.

15.3 We take all steps reasonably necessary to keep your data secure.

16. Intellectual property and use of our site

16.1 All copyright, trademarks and other intellectual property rights in the content published on this website remain the property of Haus a Home or its licensors.

16.2 Material on this website is available for personal use only and may not be used commercially by anyone other than us. If you wish to make use of any material on our site, please email us first.

16.3 We take care to ensure that prices are correct at the time of publishing and that products are fairly described. Commentary and other material on our site is not advice on which reliance should be placed.

16.4 Where our site links to a third-party site, that link is provided for information only. We accept no responsibility for those sites, which will have their own terms and privacy policies.

16.5 We make every effort to keep this site free from viruses and defects, but because of the nature of the internet we cannot guarantee that using it will not affect your device. We recommend using up-to-date firewall and anti-virus software.

17. Social media

17.1 If you post or tag social media content relating to Haus a Home, we may re-share that content on our own channels.

17.2 We periodically run marketing campaigns. Where we would like to use your content in advertising, we will contact you to ask permission. Granting permission gives us a non-exclusive, royalty-free worldwide licence to use that content in our marketing, including on our website, in emails, on social media and in paid advertising, and to reproduce, combine, alter or edit it.

17.3 By granting permission you confirm that you own all rights in the content or have obtained all necessary permissions; that you are over 18; and that our use will not infringe the rights of any third party. You also grant us the right to publish your name, username, likeness and any associated caption in connection with that content.

18. General

18.1 If any of these terms is found by a competent authority to be unlawful, unenforceable or invalid, that term will be severed to that extent and the remainder will continue in full force.

18.2 We may transfer our rights and obligations under these terms to another organisation, and will tell you in writing if we do. You may only transfer your rights or obligations if we agree in writing.

18.3 This contract is between you and us. No other person has any right to enforce it.

18.4 If we do not insist that you do something you are required to do, or delay in taking steps against you, that does not mean we have given up our rights.