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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 01909318245.
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 to collect and this is capped at a maximum of £300. 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.
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 £40 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 £40.
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)
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