Complaints Policy

Effective Date: 19 July 2026

At Sofa District, we are committed to supplying quality products and delivering excellent customer service. If something goes wrong, we want to know so that we can investigate and resolve the matter as quickly, fairly and professionally as possible.

How to Make a Complaint

If you are unhappy with any aspect of our products or service, please contact us using one of the following methods:

Email: hello@sofadistrict.uk

Website: www.sofadistrict.uk

To help us investigate your complaint efficiently, please include:

• Your full name

• Your order number

• Your preferred contact details

• A clear description of the issue

• Relevant photographs or videos if the complaint concerns a damaged or faulty product

• Details of the outcome you would like us to consider

If you are unable to provide all this information immediately, you may still submit your complaint and provide the remaining details when available.

Our Complaints Process

Step 1 – Acknowledgement

We aim to acknowledge your complaint within two working days of receiving it.

Step 2 – Investigation

We will investigate your complaint carefully and fairly. Depending on the circumstances, this may include:

• Reviewing your order and previous communications

• Contacting the relevant supplier, manufacturer or delivery partner

• Requesting additional information, photographs or videos

• Arranging an inspection where reasonably necessary

We ask that you cooperate with reasonable requests for information or access so that we can assess the issue properly.

Step 3 – Response and Resolution

We aim to provide a full response within 10 working days. If the matter is particularly complex or requires information from another party, we may need additional time. If this happens, we will explain the reason and keep you updated on our progress.

Depending on the circumstances and your applicable legal rights, an appropriate resolution may include:

• A repair

• A replacement

• A full or partial refund

• A price reduction

• Another suitable resolution

The appropriate remedy will depend on the nature of the issue, how long you have owned the product and your rights under consumer law.

Damaged, Incorrect or Faulty Items

If an item arrives damaged, is incorrect or develops a fault, please notify us as soon as reasonably possible and, where practical, within 48 hours of delivery.

Prompt notification helps us investigate delivery-related damage and resolve the matter more efficiently. However, failure to contact us within 48 hours does not automatically remove or reduce your statutory rights.

Where possible, please provide clear photographs or videos showing:

• The damage or fault

• The complete product

• The product and delivery labels

• Any damaged packaging

• Any other information relevant to the issue

Please retain the product and packaging where reasonably possible until we have advised you about the next steps.

Escalating Your Complaint

If you are dissatisfied with our initial response, you may ask for your complaint to be reviewed by a senior member of our team. Please explain which parts of the response you disagree with and provide any additional information you would like us to consider.

We will review the matter and provide our final response as soon as reasonably possible.

If we are unable to resolve your complaint, we will provide information about any appropriate alternative dispute resolution service and confirm whether we are required or prepared to participate in that process.

Customer Conduct

We are committed to treating every customer with courtesy and respect, and we ask that the same courtesy is shown to our team.

We may restrict or end telephone calls or communications containing abusive, threatening, discriminatory or persistently offensive language. Where appropriate, we may require future communication to take place in writing.

Taking these steps will not prevent us from considering a genuine complaint or affect your statutory rights.

Your Consumer Rights

This policy does not limit or replace your statutory rights. Customers may have rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and other applicable consumer legislation.

Contact Us

To make or discuss a complaint, please contact:

Sofa District

Email: hello@sofadistrict.uk

Website: www.sofadistrict.uk

We value customer feedback and will always aim to resolve complaints promptly, fairly and professionally.