Wrights Sofaland – Sofatastic.com

Customer Charter & Terms

sofatastic.com is owned and operated by Wrights Sofaland. All intellectual property rights, including copyright, for the content displayed on this website belong to Wrights Sofaland.

Personal Data

Personal details provided to us in relation to this Offer will be processed and used in accordance with our Privacy Policy which is a part of these Terms. Please read this carefully before proceeding. These can be found on our website at www.sofatastic.com/content/2-privacy-policy
Full details of how your personal details may be used is set out in our Privacy Policy. By participating in the Offer, you consent to such processing and you warrant that all data provided by you is accurate.
We are committed to the safety and integrity of proper use of your personal details and we use technical and organisation security measures to protect any personal details under our control.

Liability

You acknowledge and agree that we will have no liability for any incorrect information provided.
We shall not be liable for any loss, damage, injury or disappointment whatsoever which may be suffered by you (including without limitation direct, indirect, special or consequential losses) as a result of or in connection with or arising out of or as a result of the Offer except for any liability which cannot be excluded by law. Nothing shall exclude our liability for death or personal injury resulting from our negligence or for fraud.
We make no warranties in relation to the competition and any implied warranties are excluded to the fullest extent permitted by law. Nothing in these Terms shall affect your statutory rights.

General

All intellectual property rights, including copyright, existing in and in relation to the competition and any content, characters or trading names used or associated with the competition belong to Wrights Sofaland
These Terms apply between you and us. Unless expressly stated no other person may benefit or rely on these Terms. Any rights under the Contracts (Rights of Third Parties) Act 1999 are excluded to the fullest extent permitted by law.
We reserve the right to vary these Terms from time to time. Such variations shall be notified on our website or in store or otherwise notified to you using any contact details provided with any order.

If any provision of these Terms (or part of any provision) is found by any court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed not to form part of the Terms, and the validity and enforceability of the other provisions of this agreement shall not be affected. Where possible, if a provision of these Terms (or part of any provision) is found illegal, invalid or unenforceable, the provision shall apply with the minimum modification necessary to make it legal, valid and enforceable.
The Offer and these Terms shall be governed by and construed in accordance with Northern Ireland Law and subject to the exclusive jurisdiction of the courts of Northern Ireland.

Your Non-cancellable Order

When placing your order, we will take you through your selected products and services in detail, giving you all the information required, including maintenance and care information.
All details, items and colours will be thoroughly checked, verified and you will be asked to confirm the order by entering a 4 digit pin number, unique to the customer. In confirming your order, you agree that the order and its contents are correct. Once completed, your order forms part of a legally binding contract, which cannot be cancelled by either party without charge.

Making Payment

Deposits

To place an order requires a deposit to the value of 10% of the order value, or £100, whichever is greater, unless payment is by a qualifying low deposit finance agreement. Goods will remain the property of Sofatastic until such time as payment is made in full or where an approved and executed finance agreement is in place and delivery has been made

Finance Agreements

All finance is subject to status. We will make an application on your behalf through one or more finance providers at the point of order. The finance provider will complete all necessary credit checks on the applicant and return an approved or failed status. Sofatastic have no influence over the status returned.
Orders will be placed for manufacture and/or stock goods allocated only after payment is approved. Some agreements will be delayed in decision making while status is checked, this is called referral.
Once approved, your credit agreement forms part of a linked and legally binding contract even when the agreement is without a deposit. This means that by entering into such an agreement, you are obliged to pay the specified amount as detailed on your finance agreement. Transferring orders from cash or credit card payment onto finance after the date of purchase will only be possible at the discretion of Sofatastic and is subject to status and approval.

IFC is available up to 4 years, however we offer options over a term of 12 - 48 months, all of which are 0% APR, with a 10% deposit required (online only) The interest rate is fixed for the duration of the agreement, however if you miss a payment the lender may charge you late payments fees (please refer to your lender for such charges). You have the right to repay all or part of the credit early at any time.

Delivery to an address other than that of the cardholder or collection from a distribution centre

Where a finance agreement is in place for full or part payment of the order, identification and electronic signature must be supplied prior to delivery. We are unable to deliver to an address other than that of the card holder and/or the address noted on any finance agreement where the relevant documents have not been supplied in person at the store.
For delivery to an address other than that of the cardholder, all outstanding balances must be paid by either cash or secure chip and pin. Not all finance providers support the option of delivery to an address other than that on the agreement. This may limit your options in obtaining credit.

What if you make a mistake or wish to change your order?

Change of order pre delivery

We often find that our customers need to amend or confirm combinations and colours after placing their initial order. Amending your order is a free of charge option that is only possible within 48 hours of purchase. Please contact your original store of purchase to effect such changes. After 48 hours, there will be a cancellation/administration charge of 30% for each item that you wish to change on your order. This cost covers any charges incurred by Sofatastic for processing, transporting, restocking and/or manufacturing costs with the suppliers. Please see the ‘'Cancellation' section for further information on cancellation charges.

What if it won'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 your final responsibility to ensure that your new furniture will fit into your home. If we are unable to deliver your furniture but access is viable, we will normally attempt a second delivery with a different delivery team completely free of charge to you. This is because often there are several ways to approach the installation and every delivery team is different.
In the infrequent cases where it is not possible to install all or selected items of furniture, we will endeavour to find a solution to exchange the order for furniture that will install more easily at minimal charge. All cases are with dealt with on a case by case basis and at the discretion of Sofatastic in the hope of finding an alternative to the cancellation of the order. Please see the 'Cancellation' section for further information on cancellation charges.

Goods that are unsuitable on delivery

In an effort to avoid such situations, the Sofatastic team support our customers at the point of sale to assist you in choosing appropriate products based on information provided, followed by your verification and confirmation of the order. Once an order is raised and confirmed by you the customer, the specific goods are allocated/released to our suppliers to enter manufacture. As such, the suitability of the product is your full and complete responsibility once confirmed at the point of order. If you deem that your goods are unsuitable for any reason, your order will become subject to the rules for cancellation. Please see the 'Cancellation' section for further information on cancellation charges. Web or telephone orders where goods have not been inspected in store are subject to distance selling rules. See ‘Web orders and distance selling regulations’ for details.

Web orders and distance selling regulations

The following applies only to orders placed online, by mail order or by telephone on the web, for items not inspected in one of our retail stores.
Orders considered to fall under the distance selling regulations are subject to a 14 day return or exchange right. This must be requested in writing in the period immediately following the day of delivery. This period is to help you to inspect the goods and correct any wrong choices made without having the benefit of seeing the furniture prior to purchase. As such, it is not a period where you can make normal use of that furniture and impact it’s condition. Until returned, the furniture is under your ownership and it will be your responsibility to maintain and protect it, keeping it “as new” condition. Failure to return goods in perfect condition may result in additional charges. We recommend that goods are kept and returned in the appropriate packaging to minimise risk.
Return of the items to Sofatastic in these circumstances is your responsibility and must be actioned to your closest distribution centre. As many of our customers do not have access to appropriate delivery vehicles or professional teams who can care for the product, we can offer this service subject to a charge of up to 20% of the value of each item returned, plus any claim for deterioration in condition.
Please contact our Customer Service team in writing should you feel that you would like to exchange or return your furniture.

Cancellation

Orders are not subject to cancellation without charge under any circumstances.
We find that most customers wishing to cancel have underlying reason for doing so that relate often to a wrong choice or other furniture related issues.
As such we are committed to finding an alternative solution including re-selection to other furniture, a change of payment method or change of combination and will help with a solution where possible.
Where we cannot reach a final, alternative solution and cancellation remains as the only option, a cancellation charge of 30% of the order value plus any delivery and re delivery costs will be forfeit or due. Any amount paid over 30% will be given to you as a credit note and can be used as part or full payment for furniture for up to 6 months after cancellation.
Where goods are cancelled under distance selling regulations, the cancellation charge will not be applied. Please refer to the “Web orders and distance selling regulations” section for further information around processes and costs associated.
Please see the ‘what if it doesn’t fit’ section for further information on cancellation charges.

Service & Complaints

Service under your warranty

Our Customer Service team are on hand to help with any issues you may experience with your furniture. As a handmade product, upholstery can require service from time to time, and our team of fully trained technicians are on hand and can rectify most issues in a single visit. It is important to note that we often find that aftercare issues can be avoided by correct care and maintenance. Many of the issues we attend are for the results of a lack of or insufficient daily maintenance, incorrect cleaning or usage outside of the manufacturer’s guidelines such as sitting on arms etc. Please pay special attention to care information provided at the point of sale and the simple do’s and don’ts contained within.
Our service teams are also on hand to discuss how to maintain and care for your furniture to keep it in the best condition. They can also often provide supplementary informative materials to help you to avoid damage and incorrect maintenance. Our process around warranty service relies on the accurate identification of an issue or characteristics. This means that we will require detailed information from you and that it is necessary for you to contact us when you are with the furniture and can answer questions related to it. Our process may involve you carrying out limited and simple actions to troubleshoot and rectify any minor issue.
Where in home service is then required, our endeavour is to provide a fast single visit solution. This means that based on the information provided by you we will ensure that we are prepared for the visit and will ensure that we are equipped with any parts needed. Our service level is to make a technician available within 7 working days, subject to parts needs or to make a visit and solution within 10 days in all cases. Where there is a longer lead time for parts, we will make you aware of this and make a visit immediately available when the parts arrive. This will be limited to a maximum order time of 12 weeks, when another alternative solution will be provided.

Contact us

I have had an accident and need a repair

We operate a team of highly skilled upholstery technicians. They are skilled in upholstery, fabric repair and leather colouration and repair. If you have damaged your furniture and require service, we can offer it at low rates and will do so to all of our customer base. Unfortunately we do not offer service on furniture supplied elsewhere. Please contact our Customer Service team to review your needs and to book a visit. We will aim to resolve all issues in a single call out and will charge only a standard call out fee (covering one hours work), excess time charge and for any parts required to complete the repair.

Sofatastic complaints procedure online

When to contact a store with an issue

Stores can help you with questions and queries prior to delivery of your goods only. This means that payment queries, questions about delivery or about the product itself are always best handled by store.

What to do if you are unhappy

Your satisfaction is important to us, so if you are unhappy with your furniture or the service you have received we would like to hear about it. For details on how to get in touch please click on “contact us” and select the relevant enquiry type.

Make a complaint

If after speaking to us you remain unhappy, please email our resolutions team at [email protected]. Alternatively you can write to us at:

Sofatastic Customer Service Team
411 – 419 Upper Newtownards Road
Belfast
BT4 3LH

Our Customer Service Team will always work hard to ensure a fair resolution is agreed. However, if you are not happy with this resolution you have the right to refer your complaint to the Furniture Ombudsman of whom Sofatastic are full members. Their contact details are:

The Furniture Ombudsman
Second floor, 3-4 Viewpoint Office Village,
Babbage Rd
Stevenage
SG12EQ

Tel: 0845 653 2064

Email: [email protected]

Complaints relating to finance

If you have a finance related complaint, please contact us as above.
We will send you an acknowledgement email/letter within five days of receiving your complaint.
Our resolutions team will send you regular updates in regards to the process of your complaint. A final response will be issued to you, in writing within eight weeks of receiving your complaint.
Occasionally we may require further information from you to aid in our response. This means a final response may take longer than eight weeks. If we think we will exceed the eight week resolution period we will inform you within good time.
If you are unhappy with our response to your complaint or you do not agree with the outcome.You have the right to refer your complaint to the Financial Ombudsman Service (FOS).

You can do this by visiting their website at: http://www.financial-ombudsman.org.uk or you can call them on: 0800 023 4567.

You can also write to them at the following address:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Clearance Furniture

Clearance furniture is effectively ex-display furniture that has been used for demonstration in one of our retail stores. It is reduced to reflect this and will not be in new condition. Clearance furniture is processed by our technicians before delivery at our distribution centre and free from major defects, but it will invariably be in a condition representative of its use to date. Clearance furniture is fast moving and is sold subject to availability on a ‘first come first served’ basis.

Delivery

Arranging delivery

When you place an order, you will be given an anticipated delivery date that you can accept delivery of your furniture. We refer to this as your Estimate Delivery Period (EDP) date. Once this date is set, it cannot be amended under any circumstances as our supply chain is reliant on it. In setting an Estimate Delivery Period (EDP) date, you agree to accept your furniture within 7 days of your goods becoming available for delivery.

What if I can't take delivery when agreed?

Should your goods arrive prior to your EDP date, we will store your furniture up to that date and 7 days beyond, free of charge. If you cannot accept delivery 7 days after your EDP date, you will incur automatic storage charges. This charge is applied due to warehouse storage constraints. Excess storage is calculated as a daily charge. Storage is available for a maximum of 21 days only, which consists of 7 days free storage and a maximum of 14 days chargeable. Storage charges must be paid in advance, with a delivery date set within the 21 day limit at the point of payment. Goods exceeding the maximum storage time or without payment for storage after the first 7 days will be restocked for resale. Goods restocked for resale will fall under the rules for cancellation. Please see the ‘Cancellation’ section for further information on cancellation charges.

Goods restocked for resale will be subject to any storage charges outstanding, which will be chargeable on top of any cancellation charges. Goods restocked for resale may require re-ordering as new from the supplier once all charges are paid in full. We recommend that where extended storage is required that it will be more cost effective to arrange delivery and self storage than to use our storage services.

What if my delivery is delayed?

Occasionally, delivery of goods can be delayed. This can be due to production issues, shortage of raw materials, a quality failure of components or materials or delays in shipping. In all of these cases we will endeavour to provide regular updates on progress. Sofatastic operate a on time delivery guarantee. This means that if your delivery extends greater than 14 days past agreed delivery date (subject to your ECA date having passed), you will be automatically entitled to a £50 reduction in your order value as part of our confidence and commitment to delivering your goods ahead of or on time.

Prolonged delays

If delivery is delayed or forecast to be delayed for a prolonged period, we will offer the option of re-selection to an alternative product.

What if my furniture or home is damaged during delivery?

Delivery of large and irregularly shaped furniture including sofas can be very difficult in many homes. There are often narrow doors, corridors and obstacles that restrict access and make installation difficult. Our delivery teams are trained to install your furniture successfully into your home without damage to either the furniture or your home. They will normally install it in a trouble free way and often against the odds, without incident. Inevitably, there will be occasions where fragile furniture is slightly or superficially damaged during installation. This is quite common and in order to provide for it, our teams carry spares for all of the furniture being delivered. They are also trained in and carry “first aid” equipment that can resolve most delivery issues such as scuffs on leather, transit marks and creases as well as many other minor issues.
In the unlikely event that a delivery team cannot resolve an issue, it will be reported to our in house service team who will usually be able to resolve it quickly and easily with a technician call out to your home. In order to reach you, your furniture has usually been through many processes and risks. It has been manufactured, loaded and unloaded several times, shipped and handled many times. It then faces its greatest moment of risk of damage during delivery and installation, so finally getting it into your chosen room means it is now safe and unlikely to be damaged. This is why it is much more successful to do simple repairs in your home, rather than to consider replacement of the furniture at this point.
When safely installed, it will not be subject to further risk and we find that most often, the cause of any initial damage to the original product will ironically re-occur with a replacement, incurring long delays in the process. With this in mind, we find that replacement is not usually an effective solution unless it can’t be avoided and we are confident in our technical team to correct any issue within your home to your full satisfaction. We ask you to consider this when making any such replacement request.
By accepting installation you acknowledge that you understand the risks to both the furniture and your home during installation. This means that it is your responsibility to ensure our delivery teams have easy access to your room of choice and that the route is clear and free from any obstruction. Our delivery team will exercise to you reasonable care when installing furniture in your property.

Specifications

At Sofatastic, we offer exclusive designs in partnership with our skilled manufacturers worldwide. These designs are then manufactured by either a single manufacturer or placed with several, in order to ensure that volumes are met and that quality is maintained. As part of this process, we operate a constant improvement methodology where designs are updated and improved when necessary in order to both improve small details in the aesthetics or to improve performance or avoid issues. This means that our specifications may change without notice and that whilst our products remain essentially identical to the sample on display, there may be reasonable changes and updates made over time that mean it is not identical.
5 YEAR STRUCTURAL GUARANTEE - NEW FURNITURE (Excludes Clearance Furniture which has 1 year warranty)
Effective on all New purchases Sofatastic provides you with a 5-year structural guarantee.

What it covers:

Our 5 Year Structural Guarantee covers your furniture against manufacturing defects or failures of the frame construction and suspension (springs or webbing).

Included in the Guarantee we cover your furniture for manufacturing defects for 5 years on:

Beginning 12 months after the date of delivery and for the following 4 years, we will cover undertake necessary repair work to resolve any structural defects under the following

structural defects of the frame including warping and separation of components;
breakage and bending of metal components including recliner and headrest mechanisms and swivel bases;
lifting or peeling of covering leather;
excessive loss of normal resiliency of foam, to arm, seat and back cushions;
defect to rail blocks, bolt on arms, gliders/bun feet or legs, seat rails and support rails;
defects to or releasing of seat and back springs or webs;
failure of zips and buttons;
failure of stitching, both decorative and seam stitching;

This guarantee does not give cover in the event of misuse or neglect. Softfill cushions must be plumped after each use - failure to do so will void foam cover of guarantee

What it doesn't cover:

The Guarantee does not cover your furniture against accidental or deliberate damage or where fabric or leather has failed as a result of exposure to chemicals or biofluids.

Exclusions to the guarantee include:

Wear & Tear
Misuse (Accidental or Deliberate)
Failure to maintain
Commercial use

We recommend using one of our care kits to keep your furniture in the best possible condition for as long as you own it. This Guarantee is non-transferable if you choose to sell or donate your furniture to someone else.

Clearance stock - one year guarantee

Effective on Clearance Stock purchases Sofatastic provides you with a one-year guarantee only.
From time to time we like to renew or restore our sofas to as-new condition as possible and make this furniture available to our customers. This furniture is not sold as a new item, will not be in new condition and is reduced to varying degrees in order to reflect that. Due to these reductions and the history of this furniture, we do not offer our standard warranties and or guarantee on it.

What it covers:

Our one-year guarantee covers your furniture for:

Leathers
Fabrics
Inners
Stitching
Recliner mechanisms
Electrical components such as sound docks or refrigerators

The one-year guarantee apples under normal, non-commercial use.

What it doesn't cover:

The one-year guarantee does not cover your furniture against accidental or deliberate damage or where fabric or leather has failed as a result of exposure to chemicals or biofluids. None of the warranty provisions that we offer covers misuse or neglect of the furniture.

Exclusions to the guarantee include:

Wear & Tear
Minor defects typical of a refurbished product
Misuse (Accidental or Deliberate)
Failure to maintain
Commercial use

Business Users:

Provision of warranties is for domestic end users only. Goods purchased for commercial use are covered by a statutory 12 month warranty only. It is the responsibility of the business to ensure that the products purchased meet the standards required for the environment in which they will be used. This means that for commercial uses we cannot accept any responsibility or liability for safety standards or compliance where we have not specifically supplied safety certification in writing for use of the product in that environment.