Terms & Conditions

In-Store Cancellation and Returns Policy: Orders can be cancelled with a full refund if cancellation is made within 48 hours of placing your order and your goods have not been delivered or collected. Orders cannot be amended after 48 hours from placing your order. After 48 hours the cancellation fee is 20% of the whole order value minus any delivery fees and/or insurance cover. Once goods have been delivered or collected, we do not offer a refund or replacement if you have changed your mind. Any failed deliveries of stock items that must be returned will incur a 25% cancellation and restocking fee, to cover transport and handling costs.

If you wish to cancel or amend your order, please submit a request by email to our customer care team at cs@kcsofas.co.uk or call 01909 318245.

Order Payments: All outstanding order balances need to be paid for within 30 days of your order(s) arrival into our KC Sofas warehouse. The customer will receive an automated message once their item has arrived at our delivery warehouse, this is the date from when the 30 days will start. In the event of a sudden change of circumstance to the customers state e.g. Loss of job, financial issues etc. It is the customers responsibility to contact KC Sofas Customer Services and will be dealt with on a case-by-case basis and may require proof of circumstance. Any items not paid within 30 days and no acceptable reason given for lack of payment may then be subject to full cancellation of the customers order and a cancellation fee of 20% of the physical order taken from the customers deposit.

Item Storage: As per above, once the customers item(s) are at our delivery warehouse, an automated message will be sent to the customer to inform of arrival. KC Sofas delivery team will then be in contact in the next 7-10 working days to arrange delivery. If the customer is not ready for delivery, we will hold your item(s) in storage for a maximum of 3 months free of charge from the date the item(s) arrive. Once 3 months have elapsed, the customer will be subject to a £50 storage fee charge every week until delivery. This charge will be added up and the customer to pay before delivery can occur. If the customer cancels their order at any point after item(s) arrival, they will be liable for storage fees as well as a cancellation fee of 20% of their physical order. If the customer cancels their order within the 3 month free of charge storage period, the first 30 days of storage will be free, but the customer will then be charged £50 per week for storage for anytime after that 30 days, plus their cancellation fee of 20%. The same will apply to any items(s) stored after 3 months. This will then be an accumulative fee of the 30 day point to the 3 month point plus any time taken after that at a charge of £50 per week. In the event of a sudden change of circumstance to the customers state e.g. Family bereavement, medical issues etc. then exemptions may be made. Exemptions will not extend to failed house move, marital status change, home improvements etc as it will be the customers responsibility to source alternative storage means. It is the customers responsibility to contact KC Sofas Customer Services and will be dealt with on a case-by-case basis and may require proof of circumstance. The same applies to any collections from our Castleford warehouse. KC Sofas will hold a customer item(s) for no longer than 6 months. After 6 months the item(s) will be sold off to recoup any losses on our behalf and any remaining credit will be given as a credit note issued to the customer, minus any and all above fees, for a re-selection. If the customer then wishes to cancel their order, this would, as per above, incur cancellation fees and stocking fees up to that 6 month period.

Web & Phone orders: When ordering by website or phone the Consumer Contracts Regulations 2013 does offer you rights to cancel once a purchase has been made. This is only if you have not visited a KC Sofas store and seen the goods before purchase. If you cancel after 48 hours and before delivery you are then entitled to a refund minus 20% of the order. If you cancel/reject items on delivery or up to 14 calendar days from the day after delivery, you are then entitled to a refund minus 25% of the order and you would be required to bear the cost of returning the items. This cost would also be applied if the items are rejected because they do not fit into your home due to size and access issues (please see below for full size and access T&Cs). KC Sofas will charge 15% per item cost to collect and this is capped at a maximum of £300 overall. This covers, but is not limited to the collection charges, admin costs and restocking costs. We do not allow the personal delivery back to KC Sofas by the customer or any 3rd party delivery company that is not arranged by KC Sofas.

For items to be returned they will need to be placed back into its original packaging. We understand that this packaging may now not be in perfect condition but as long as it is wrapped back up and any exposed areas of the products have been covered with tape for protection we will accept that the product is fit for transportation. If the original packaging is no longer possible, KC Sofas will not process a return or refund.

Photographic evidence will need to be provided of this to KC Sofas Customer Services for remote inspection both before re-wrapping and after, as we need to confirm the condition of the item(s) before a collection can be arranged. If evidence cannot be provided, then a return cannot be created and a refund will not be processed.

Once the products have been returned to KC Sofas they will be unwrapped and inspected (we will video the unwrapping for proof of return and condition) to make sure all parts of the purchase are present and correct and the product is free from any odour, hair and fluids and that the product is in perfect cosmetic condition eg. free from scuffs, damage and marks. Once this process has taken place and the product is deemed "as delivered" a refund can be processed. If the product arrives to KC Sofas with any above damages, this may invalidate your refund. If we deem the return to not of require quality, and refuse the refund based on the above, it is the customers responsibility to arrange collection from our main warehouse, either by themselves or via a 3rd party company. KC Sofas will hold no responsibility over returning an item not fit for refund, or the care/condition of it whilst it is stored at our warehouse.

You must notify KC Sofas of your wish to cancel by submit a request by email to our customer care team at cs@kcsofas.co.uk or call 01909318245. After cancellation and before KC Sofas collection, you must not use the items or treat them as your own. A deduction of the refund value may be made if upon inspection there has been, but not limited to, evidence of wear & tear, usage, accidental damage, spillages, smells and/or any other defects that would render the item unfit for immediate re-sale. The items must be protected from any damages, and where possible the items should be re-packaged in their original packaging. Upon collection, the delivery team will take any photographic evidence they deem necessary to prove item state. From the day of collection, your refund will be processed within 7-10 working days. During this period, we will inspect the items and any issues that arise will be dealt with by our customer services team.

Collections: New orders can be only collected from our main warehouse in Castleford. This applies to all new items, regardless of size. Any showroom items purchased as ex-display can be collected from the store of sale. All items purchased as ex-display must be thoroughly checked by the customer for any damages/scuffs/marks as KC Sofas will not accept any liability for damages once the item has left the showroom. Any new items purchased and collected from our Castleford warehouse will be fully wrapped, it is the customers responsibility to ensure the items are inspected in their packaging for any damages, and are loaded safely and transported with care. Any damages reported to KC Sofas after collection of new items must be done within 24 hours, and will be logged and subject to a £80 charge for a technician to attend and investigate to establish if the cause of issue is delivery damage or not, whereby if confirmed delivery damage any charges to repair the item will be absorbed by the customer. If damage is confirmed to not be delivery damage, the customer will receive a refund of the £80.

Size & Access: Remember to check your new furniture will fit in your room and access into the room is possible. Our delivery team have a right to refuse delivery if your new furniture cannot be taken into the property safely. Please have hallways clear from furniture and other items to make your delivery go as smooth as possible. If you at all concerned, check the dimensions, and call us within 48 hours of placing your order in store. Size and access are your responsibility. After 48 hours unfortunately we cannot amend your order as it will have already been sent to the factory for production. KC Sofas will not accept responsibility for any verbal agreements on sizes of items from showroom sales members, as all sizes of access and item(s) are the customers responsibility to measure and confirm. Our website also contains all accurate sizes for the items sold. Customers have 48 hours in which to accurately measure their item(s) and access for cancelling without any monetary charges being applied.

What happens if my new sofa doesn't fit? Although we understand the difficulties in checking access routes, door sizes and corridors for delivery of oddly shaped sofas and furniture, it is always the customers final responsibility to ensure that your new furniture will fit into your home. All the dimensions will have been presented to the customer in the product listing. If an item doesn't fit in the desired area, our delivery team will present the customer with 4 choices: I. The furniture can be left at the customers premises (garage, conservatory etc.) II. The furniture can be re-delivered (re-delivery will be fully chargeable) once access has been confirmed (window removed / door removed etc.) III. The delivery team can take away the furniture and the customer can re-select an item that will fit (any extra cost to be covered by the customer) KC Sofas will also charge a restocking fee on the returned item(s) – 10%-20% depending on new purchase cost) IV. The delivery team can take away the furniture and the customer can cancel, this will incur a 25% restocking fee.

Deliveries: For local deliveries only, upon the items arriving at our warehouse you will be contacted with an automated message to state it is in stock and that you will be contacted in the next 7-10 working days with a delivery date and time slot. Once you have received this delivery date and time slot you will need to reply to this message to confirm delivery or reject and request a new slot. You will have up to 48 hours before the mentioned slot to confirm or reject, otherwise the slot will be automatically rejected and you will be required to wait for a new available slot. KC Sofas will not be held accountable for any rejected delivery slots that take the items past their estimated delivery timescales.

3rd party delivery: For nationwide deliveries KC Sofas will on occasion and at its discretion use a 3rd party delivery company to deliver your items. The 3rd party delivery company will contact you directly to arrange a suitable date and time slot once they have the items. Should you miss your appointment or cancel with less than 72 hours’ notice, you will be charged a re-delivery fee. This fee would need to be paid before re-delivery is attempted. A re-delivery fee is also required for any KC Sofas items (not Soccer Sofas) that do not fit on delivery (please see ‘What happens if my new sofa doesn’t fit). The 3rd party delivery team will not alter your furniture or packaging to gain full access, such as remove feet or unpackage, it is the customers responsibility to make sure the furniture will fit. They may connect feet after delivery, if requested and at their discretion. Any issues with delivery or pre delivery, the customer would need to discuss this directly with the delivery company via their provided contact details (these are provided by the 3rd party close to the delivery date).

Failed deliveries: These will incur a re-delivery fee. It is the customers responsibility to make sure that either they or someone approved is available at time of delivery to take responsibility for the delivered items. If you miss your delivery slot appointment, our delivery team will not re-deliver the same day. If you need to change your delivery time slot, you MUST notify KC Sofas at least 72 hours before delivery. If you notify us within 72 hours of delivery, you will be required to pay a re-delivery fee. If you have changed address before delivery, it is your responsibility to inform KC Sofas of this change. Customers will incur full re-delivery fee if failure to do so.

Late Delivery: All dates and lead times are given in good faith but are subject to change. Compensation cannot be claimed for late or failed deliveries.

Damages: Any damage to items must be reported on delivery to the delivery team. At this point they will notify KC Sofas Customer Services before leaving the property. Any claims for damages not reported on delivery will not be accepted and remain the customers responsibility.

Any claims for damage made to the property caused by the delivery team must be reported to the delivery team while they are present. Any claims for damages after this point will not be accepted. In the instance of damage to property that has been correctly reported in line with KC Sofas T&C's we would either require a legitimate quote for the damage to be rectified (KC Sofas have the right to contact the quote company to check for accuracy) or the correction work to be carried out and a receipt for the work to be sent to KC Sofas for reimbursement. This would be decided upon on a case-by-case basis and dependent on potential cost - any alternative methods or requests for reimbursement will be refused, such as payment to the customer before any quotation or work carried out to rectify the damage.

IMPORTANT: It is the customers responsibility to make sure the path/route the delivery team will need to make to deliver the products into the space must be safe and free of potential hazard. KC Sofas will not accept liability for any damage to the property that occurred due to a hazard. This would be confirmed to KC Sofas Customer Services team by the delivery team immediately should it occur, where it would be logged and photographed for evidence.

All items are delivered to your room of choice within your property and are unwrapped for inspection. If for any reason the customer declines that the items are unwrapped then any damages, marks or blemishes to the items are now the customers responsibility and claims for such later will not be accepted.

Lead Times: : All lead times given are estimated. We will always endeavour to deliver within the time specified. However, under extreme circumstances these times may be extended due to several factors i.e., Extremely busy periods, raw material availability etc.

Order Updates: Due to our agreement with our suppliers we are unable to provide precise order updates from the point of ordering until we receive your order into our distribution warehouse. Please allow an estimated 7 days from arrival of your order to be contacted for delivery. Once scheduling is complete, a member of our delivery team will contact you 48/72 hours before delivery and provide you with a date and time slot.

Guarantee: All our fabric and leather style sofas come with a minimum 12-month frame and spring guarantee. Our Italian leather sofas come with an up to 10-year frame and spring guarantee. La-Z-Boy sofas come with a 10-year frame guarantee. General maintenance of all upholstered products is your responsibility from the day of delivery. Please refer to care instructions for further information. If you have opted for the Staingard 5-year cover, your policy documents will be emailed by Staingard approximately 7 - 10 days after delivery.

Discovering An Issue: If you have any questions, queries, or issues with the product you can contact our customer services team on 01909 318245 or via cs@kcsofas.co.uk. For products with a documented fault and within 30 days of delivery, you are entitled to reject the products and have a full refund, though we will work with you regarding other options such as a repair or replacement. For issues discovered after 30 days but before 6 months, we have the opportunity to repair or replace. If this fails then you are entitled to a full refund, or money back to keep as is. For issues after 6 months but before end of manufacturer warranty period (this depends on the manufacturer and type of issue), there is some responsibility on you to prove that the products were faulty from the delivery date. We will work with you to investigate this issue and to resolve with a repair or replace (if repair fails). Regarding all issues reported, during the investigation process, the use of 3rd party technicians may be required, on a case-by-case basis we may request a payment of £80 to cover the technician callout charges. This payment would then be refunded should a manufacturing fault be confirmed by the technician. For claims deemed as accidental damage or no manufacturing fault found, the £80 would be held to cover the cost of the visit and you would be required to pay any extra costs, should you wish to have works completed to fix the issue.

Removing Old Furniture: KC Sofas will not be held responsible if you remove your old furniture before a confirmed delivery date and time slot has been issued to you by the delivery team. Removal of your old furniture prior to this is done at your own choice and risk.

Soccer Sofas and Custom Made Chairs: Any Soccer Sofas or Custom Made Chair items purchased are classed as custom made / bespoke items, as such if there are any issues with delivery (see size & access / failed deliveries etc) then either KC Sofas delivery or the 3rd party delivery team will leave the items at the customer address, these items will not be accepted as refused or taken back. Please see ‘web & phone orders’ for further information re: pre-delivery issues.

Dimensions & Colour: Whilst every effort is made to ensure the consistency of colour and fabric slight variations can occur. This can be on both fabric and leather items. However, we try to be as accurate as possible, all dimensions are approximate and have been provided to us by the manufacturer. Each sofa is hand made to order and sometimes a small size discrepancy may happen. Please allow a tolerance of +/- 4cm.

Shade Variation: If you are contemplating ordering an extra item (i.e., armchair, footstool etc.) We would highly recommend you do so with your original order. Due to the manufacturing process and characteristics of leather/fabric we cannot guarantee a 100% match for leather/fabric if these items are ordered later, and we will not be held responsible.

Digital Photography: We try to ensure our product imagery used online is as accurate as possible. Due to the nature of digital photography some colours may appear slightly different online (this can also depend on the device in which you using to browse our website).

Remaining Balance: All goods will remain the property of KC Sofas Limited until they have been paid for in full. Any remaining balance must be paid prior to delivery by card (verified by chip and pin) or cash in store or remotely via BACS. We do not accept any method of payment on delivery. All orders must be paid for within 28 days of arrival into our warehouse at which point your order will be stored free of charge for an agreed reasonable amount of time. If for any reason the goods cannot be paid for within the time frame stated, then storage fees may apply. Card payments (verified by chip and pin) can only be made in store must be cleared before delivery. All BACS payments must be cleared before a delivery can take place.

Refunds: All refunds, regardless of amount, will take 7-10 working days to process once KC Sofas have confirmed with the customer the relevant details. Any refunds due to customer wishing to cancel item(s) due to issues are subject to furniture inspections to make sure no further issues / damages are to the items other than reported. Any additional issues found upon collection will be taken into consideration and would affect your right to a full refund. Partial refund may occur with a loss % to be decided upon by KC Sofas on a case by case basis.

Staingard: Should you have taken advantage of one of our furniture care plans and need to make a claim, please inform Staingard no more than 7 days after discovering the damage, staining or structural defect by contacting them in one of the following ways: • Notify them online at www.myfurnitureinsurance.co.uk • Calling them 01384 473017 On all correspondence, please quote your unique policy number from your certificate of insurance. This will help them to validate your policy details and deal with your claim as quickly as possible. Your certificate is usually emailed to you 7-14 days after delivery directly from Staingard.

Finance: At KC Sofas finance is provided by our chosen retail finance partners. Should you have any questions or need to talk about your existing finance agreement please contact them directly using the details below.

• https://www.novuna.co.uk/contact-us/ or Calling them 0344 375 5500
• https://dividebuy.co.uk/help/ or Emailing them hello@dividebuy.co.uk

Complaints: Please contact our dedicated customer services team on 01909318245 or send an email to cs@kcsofas.co.uk please include your order number, full name, and full address in all correspondence.