Delivery, Access & Failed Delivery Policy

1. Delivery Responsibility & Access

KC Sofas delivers furniture to the customer’s property. It is the customer’s responsibility to ensure that all access routes to the property are suitable for the delivery of the purchased items, including but not limited to doorways, hallways, stairwells, landings, and turning points.

Delivery is deemed to be to the customer’s property and not to a specific room or floor unless expressly agreed in writing prior to delivery.

All product dimensions are available before point of sale (website/salesperson/customer measuring). Customers are responsible for checking these dimensions against their property access before placing an order.

2. Handmade-to-Order Products

Many KC Sofas products are handmade to order and manufactured specifically to the customer’s specification. Once production has commenced, these items cannot be resold as new.

Where a delivery cannot be completed due to access restrictions within the customer’s property, this is treated as a failed delivery due to access limitations, not non- delivery.

3. If Furniture Cannot Be Delivered Due to Access

If delivery cannot be completed because the furniture cannot be safely manoeuvred within the property, the customer will be offered one or more of the following options:

1. The furniture may be left at the property in a safe and accessible location where possible.
2. A re-delivery may be arranged once access has been suitably modified (e.g. door removal, alternative access). Re-delivery charges will apply.
3. The furniture may be returned and the customer may re-select an alternative product. A restocking fee of 10–20% will apply to returned items, reflecting handling, transport, inspection, and re-storage costs.
4. The furniture may be returned and the order cancelled. A restocking fee of up to 25% will apply to reflect irrecoverable costs incurred.

4. Failed Delivery Appointments

A delivery may be classed as failed where:

• The customer or a nominated representative is unavailable at the agreed time
• Access information provided is incorrect or incomplete
• Delivery cannot proceed due to access restrictions within the property
• A delivery attempt is refused by the customer

In such cases, KC Sofas reserves the right to charge re-delivery and/or restocking fees as outlined above.

5. Re-Delivery & Cancellations

• Changes to delivery appointments must be notified at least 48 hours in advance.
• Changes notified within 48 hours may incur a re-delivery charge.
• Where an order is cancelled following a failed delivery caused by access restrictions, any refund will be subject to applicable restocking fees.

6. Summary

By placing an order with KC Sofas, customers acknowledge responsibility for ensuring suitable access for delivery and accept that failed delivery due to access limitations may result in re-delivery charges or restocking fees.

This policy does not affect the customer’s statutory rights under the Consumer Rights Act 2015.