KC Sofas - Terms and Conditions

10 Year Frame Guarantee:

·  All KC Sofas sofas and chairs come with a 10 Year Frame Guarantee. The guarantee covers domestic use only, and excludes corporate/business use, accidental damage, general wear and tear and/or failure to maintain the furniture. This guarantee does not affect your statutory rights.

·  This covers you for manufacturing defects on the frame of the upholstered item for 10 years from the date of delivery of your order.

·  All KC Sofas handmade Italian Leather Sofas also come with an additional 10 year manufacturers guarantee on springs.

·  La-Z-Boy & La-Z-Boy Manufacturing UK come with a manufacturers 2 year electrical components guarantee as standard, and a 2 year guarantee on mechanisms as standard.

·  ‘ FoamFlex’ interiors (where applicable) come with a manufacturers 5 year guarantee as standard.

·  General maintenance of all upholstered products is the customers responsibility from the day of delivery. Please refer to the KC Sofas care guide instructions provided in your confirmation of order email for further information.

·  Any items replaced by KC Sofas will continue the guarantee period from the date of delivery of the original order.

·  KC Sofas 10 Year Frame Guarantee and all manufacturer additional guarantees are non-transferable if you decide to sell/donate your furniture.

·  Any non-authorised repairs, and/or structural changes to your furniture, that have not been discussed and agreed upon by KC Sofas, will void your guarantee.

·  If you have opted for the Staingard 5-year cover, please refer to the Staingard section at the end of the terms and conditions.

·  **Frame refers to the physical structural support of the furniture – it does not include springs, webbing, arm cards, clips etc.

·  KC Sofas 10 year frame guarantee does not apply to orders before 22/08/2024 – the date when this guarantee was added.

·  The 10 year frame guarantee does not apply to ex-display purchases, only orders for new products are eligible.

·  Proof of order (order confirmation / invoice) may be requested – and if not able to provide then KC Sofas reserve the right to refuse any claim.

In-Store Cancellation and Returns Policy:

·  Orders can be cancelled with a full refund if cancellation is made within 48 hours of placing the 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 physical 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 change your mind.

·  Any failed deliveries of stock items that must be returned will incur a 25% cancellation and restocking fee to cover transportation 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 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 the following:

(1)     A full cancellation of the customer order. The items are then placed by into stock for sale, if these items are still available when the full payment can be made then the delivery of the order will proceed as normal. If the items have been sold, they would then have to be re-ordered, and a new estimated lead time provided.

(2)     full cancellation of the customer order. A cancellation fee of 20% of the physical order items will be taken from the customers deposit and any leftover balance to be refunded back to the customer.

·  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 form of payment on delivery.

Item Storage:

·  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, KC Sofas 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%.

·  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 (cancellation fee).

·  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 (restocking fee) 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 the 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 order item(s) 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 the order wrapped 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.

·  Whilst KC Sofas store your order for collection / return a storage fee charge will be applied at £50 per week.

·  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 01909 318245 and this can only be done by the named person on the order.

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 showroom 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, and 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 48 hours and will be logged and potentially subject to a £80 charge for a technician to attend and investigate to establish if the cause of issue is delivery/collection 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/collection damage, the customer will receive a refund of the £80.

Deliveries:

·  For main local deliveries only - upon your order arriving at our warehouse you will be contacted with an automated message and/or call 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.

·  KC Sofas Booking in team will then contact the customer to confirm the booking in date and time slot, as well as questions regarding the access for delivery to your property.

·  Images may be requested to aid with our pre-delivery planning.

·  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.

·  If you cancel your scheduled delivery within 48 hours of the delivery slot, you will be charged a re-delivery fee of £79.

·  KC Sofas will not be held accountable for any rejected delivery slots that take the items past their estimated delivery timescales.

·  KC Sofas only deliver Monday to Friday (weekends not included).

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 will be decided by the 3rd party delivery company.

·  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.

·  Any issues/queries/complaints 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).

·  KC Sofas bare no responsibility for the actions of the 3^rd party delivery team.

Size & Access:

·  Size and access are the customers full responsibility.

·  Remember to check your new furniture will fit in your property and room and that 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 are at all concerned, check the dimensions, and call us within 48 hours of placing your order in store.

·  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 and cancelling without any monetary charges being applied.

·  When booking the customer a delivery slot, KC Sofas booking in team will provide the customer with an explanation video regarding the delivery and what to expect, and will ask questions regarding the size and access.

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.

Failed deliveries:

·  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 the customers responsibility to inform KC Sofas of this change as soon as possible. KC Sofas will not deliver to an alternative address on the day of delivery. Customers will incur a 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.

·  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.
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 require a legitimate quote (minimum of two quotes) for the damage to be rectified (KC Sofas have the right to contact the quote companies to check for accuracy).

·  Once agreed on the acceptable quote, the correction work to be carried out and a receipt for the work to be sent to KC Sofa's for re-imbursement.

·  Any alternative methods or requests for re-imbursement will be refused, such as payment to the customer before any quotation or work carried out to rectify the damage.

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 e.g. Extremely busy periods, raw material availability, shipping delays, global events etc.

·  KC Sofas cannot be held accountable for any manufacturing delays that are outside the immediate control of KC Sofas.

·  In the event KC Sofas are notified by the manufacturer of a delay to your order that surpasses 2-3 weeks after the original ETA date, KC Sofas will endeavour to contact the customer to inform of this delay.

·  Any request to cancel an order following a delay to the order will result in a 20% cancellation fee.

·  In extreme events, whereby the order may be delayed for a period of time KC Sofas deem as unacceptable, a full refund may be given, this is at the discretion of KC Sofas and dealt with on a case-by-case basis.

Order Updates:

·  Due to our agreement with furniture 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 7-10 working days from arrival of your order to be contacted for delivery by our booking in team.

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.

·  KC Sofas do not offer a sofa removal/disposal service – we do however have links to 3^rd party sofa removal companies. Please contact KC Sofas customer services for more info – cs@kcsofas.co.uk

Soccer Sofas and Custom-Made Chairs:

·  Any Soccer Sofas or Custom-Made Chair items purchased are classed as 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 to accept by the customer or taken back to KC Sofas.

·  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 form of payment on delivery.

·  All orders must be paid for within 30 days of arrival into our warehouse at which point your order will be stored free of charge for a pre-agreed reasonable amount of time – set at a maximum of 3 months.

·  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:

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:

Novuna
• Novuna site contact page or calling them 0344 375 5500

Omni Capital Retail Finance
• Omni Capital site contact page or calling them 0333 240 8317

All KC Sofas Terms and Conditions are provided in good faith to the customer.

KC Sofas bare the right to alter these terms and conditions when applicable without customer consent.

Any changes to KC Sofas terms and conditions can and may be applied to any sales orders or invoices both past, current and upcoming.  

These changes may include but are not limited to: (1) charge amounts for failed deliveries, (2) charge amounts for re-deliveries, (3) technician fees in line with 3^rd party company prices increases, (4) any charge amounts that relate to restocking fees.

Any changes to KC Sofas terms and conditions will not affect your statutory rights.

Any request for KC Sofa current terms and conditions can be requested at any point by the customer.

KC Sofas can and may change its registered finance partners – this does not affect your statutory rights – all complaints or queries in regard to your finance agreement must be discussed directly with your finance agreement company.