Returns & Cancellations

At Aintree Sofas, we’re committed to ensuring each and every customer is 100% satisfied with their order. That’s why we’re proud to offer a flexible and accommodating cancellation and returns policy, which covers all products across our standard furniture collection and our bespoke lines. Call or email anytime for clarification of the following information.

Your right to cancel

We operate with a 14 day returns policy after the date of delivery.

If you change your mind about your order and wish to cancel for any reason, we ask that you do so at the earliest possible stage.

For stock items, you will be able to cancel your order only up until the time that it has been processed and your shipment has been dispatched. Custom bespoke orders can only be cancelled up until the time the order has been processed.

However, you will not receive a refund of your deposit, unless your cancellation is due to an error or oversight on our part. Depending on the nature of the order and the time you request its cancellation, we may retain up to 20% of the total order value.

Custom fabric orders will result in higher cancellation costs, due to the costs associated with custom frame production and fabric stencil designs.

Effects of cancellation

Cancellation of an order means forfeiture of your deposit. For all standard fabric and leather floor models, a £20 deposit is collected at the time the order is placed. When ordering a bespoke model, we require a deposit of £100 to place the order with the manufacturer – both deposits are non-refundable.

These amounts apply when ordering in-store – all online orders must be paid in full at the time the order is placed.

Collection charges

We will happily take your old sofa (or suite) off your hands at the time your delivery arrives at a cost of £30, available within the local delivery area in and around Merseyside. Please ensure you let us know you will require this service in advance, providing a minimum of 24 hours’ notice.

We also ask that the furniture you wish to dispose of is in a suitable state of cleanliness and hygiene, as we reserve the right to refuse the collection of furniture that may pose a risk to the health and safety of our drivers.

Returning a product to us

If you need to return a product to us for any reason, please contact a member of the team at Aintree Sofas to make the necessary arrangements. If you are returning a product due to a fault or an error on our part, you will not be liable for the costs of transporting the furniture back to our office.

However, furniture returned for any other reasons will incur a transportations fee, payable by the customer. If you wish to return an item, please call for more information.

Taking care of the product before it is returned

If you organise the return of a product after it is delivered to your home, we ask that you take appropriate care of the item until it is collected by one of our delivery agents. Deductions to refund payments may apply where items are returned soiled or damaged – call or email anytime for more information on our returns policy.

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