Refund policy

Last updated: 5 October 2026

1. Made to order goods

Our sofas are bespoke and made to order to your specific requirements, including your choice of size, fabric, colour, leg finish and other customisations.

Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to a consumer’s specifications or clearly personalised are exempt from the 14 day cooling off period for distance sales. This means you do not have a statutory right to cancel, return or exchange your sofa simply because you have changed your mind, do not like the colour, or find it does not suit your room, once manufacturing has begun.

If you are unsure about a colour or a fabric, please contact us before you order and we will help you check it.

2. Cancelling before manufacturing

You may cancel your order for a full refund of any monies paid if you notify us in writing within 24 hours of placing your order.

After 24 hours your order enters production planning and fabric is ordered specifically for you. If you wish to cancel after that time but before manufacturing has started, we will retain a 25% administration and fabric procurement fee from your deposit.

Once manufacturing has commenced your order cannot be cancelled and the deposit and balance are non-refundable. We will confirm in writing when manufacturing has commenced.

For the avoidance of doubt, items that are not bespoke, such as accessories, are covered by the usual 14 day right to cancel from the day after delivery.

3. Faulty or mis-described goods

Your statutory rights under the Consumer Rights Act 2015 are not affected by section 1. Every sofa must be of satisfactory quality, fit for purpose and as described.

If your sofa arrives faulty, damaged or not as ordered, please tell us within 48 hours of delivery where possible.

• Within 30 days of delivery. Your short term right to reject. If the product is faulty you are entitled to a repair, a replacement or a full refund.
• Within 6 months of delivery. If a fault develops we will repair or replace the sofa free of charge. If a repair or replacement is not possible or fails, you may be entitled to a price reduction or a refund. For the first 6 months the burden of proof is on us to show the product was not faulty.
• After 6 months. If a fault develops after 6 months but within 6 years, you may still be entitled to a remedy if you can demonstrate the fault was present at the time of manufacture and is not the result of wear and tear, misuse or accidental damage.

Satisfactory quality takes into account that handmade upholstered furniture may have minor natural variations in fabric weave, and that fabric may crease and settle with use.

4. Damage in transit

Please inspect your sofa thoroughly at the point of delivery, while our delivery team is still there:

• Check the outer packaging for any damage.
• Check the sofa itself for visible damage, tears or marks.
• If you find any damage, note it on the delivery note and photograph it.

If you discover transit damage after the crew has left, please notify us with photographs within 48 hours. Failure to notify us within this time may affect your claim.

5. How to report a problem

To report a fault, email us with:

• Your order number and name
• A description of the issue
• Photographs or a short video clearly showing the fault

We will acknowledge within 2 working days and arrange an inspection. That may be by photograph, video call, or an independent inspection visit.

Please do not arrange your own repair or return without our prior written agreement, as this may invalidate your claim.

6. Returns process for faulty goods

If we agree a return is required, we will arrange collection of the sofa at our cost where the fault is confirmed as a manufacturing defect within the first 6 months.

The sofa must be returned in a reasonable condition and with reasonable care taken of it. You are responsible for ensuring safe access for collection.

Refunds for faulty goods are processed to your original payment method within 14 days of us receiving the returned goods, or of agreeing that a refund is due without a return. Where you paid by finance, the refund is applied to your finance agreement and Snap Finance Ltd will adjust or cancel the agreement accordingly.

7. Refusing delivery

If you refuse to accept delivery of a made to order sofa without a valid reason under the Consumer Rights Act 2015, meaning it is not faulty, you remain liable for the full balance of the order plus any failed delivery, re-delivery or storage costs. We reserve the right to deduct these costs from any monies already paid.

8. Fabric and colour variation

Every effort is made to ensure product images are accurate. However, because of screen resolution, lighting and fabric batch variation, we cannot guarantee an exact colour match between website images and the final product. This is not considered a fault.

9. Fire safety

All our sofas comply with the Furniture and Furnishings (Fire) (Safety) Regulations 1988 as amended. All covers and fillings are fully compliant and labelled accordingly.

10. Contact us

If you have any questions about this policy, you can contact us:

• By email: enquiries@payeasihome.co.uk
• By phone: 03330 124 682
• Through the contact page

PayEasi Home is a trading name of LJV Carpets & Flooring Ltd, a company registered in England and Wales under company number 17467038. Our registered office is at 44 Union Street, Leigh, Wigan, WN7 1AT. Our VAT registration number is 305256723.

This policy does not affect your statutory legal rights. For independent advice on your rights, contact Citizens Advice.