Refund and Returns Policy

Your satisfaction is our priority. If for any reason you are not completely happy with your purchase, we are here to help.

These terms apply to all sales made through the SOFA OCLOCK SL (Sofa O’Clock) website to end consumers and are governed by Royal Legislative Decree 1/2007 of 16 November (Consolidated Text of the General Law for the Protection of Consumers and Users) and Directive 2011/83/EU of the European Parliament and of the Council on consumer rights.

1.Right of withdrawal

The customer has 14 calendar days from the date on which they physically receive the product (or the last product, in the case of orders containing multiple items) to exercise the right of withdrawal without having to provide any reason and without penalty, without prejudice to the costs set out in sections 3 and 4 below.

To exercise this right, the customer must communicate their decision to Sofa O’Clock by means of an unequivocal statement using one of the following channels:

Email to [email protected].

Customer Area on the website www.sofaoclock.com

2.Exclusions from the right of withdrawal

Under Article 103 of Royal Legislative Decree 1/2007 and Article 16 of Directive 2011/83/EU, the right of withdrawal does NOT apply, in particular, to:

Products liable to deteriorate or expire rapidly.

Products made according to the customer’s specifications or clearly personalised (for example, sofas or furniture with custom fabric, colour, dimensions or configuration);

Products which, after delivery and by their nature, have become inseparably mixed with other goods;

Products which, for reasons of hygiene or health protection (in particular mattresses, pillows and personal rest products), have been unsealed, unpacked or used after delivery;

3.Condition of the product

For a return to be accepted without deductions, the item must meet all of the following conditions:

Show no signs of dirt, stains, odours, scratches, signs of use or damage of any kind.

Be in perfect condition;

Be complete, including all accessories, manuals, fittings, screws and all other components supplied;

Be returned in the original packaging, properly packed and protected to ensure its integrity during return transport;

3.1. Reduction in value due to improper use or damage

Under Article 108(3) of Royal Legislative Decree 1/2007 and Article 14(2) of Directive 2011/83/EU, the customer is responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Sofa O’Clock expressly reserves the right to apply a proportional reduction to the amount to be refunded, which may amount to up to 100% of the product price, in the following cases:

  • Product showing clear signs of use, dirt, stains, odours (including tobacco or pets) or dust deposits;
  • Product with scratches, marks, deformation, torn seams or any other damage caused by the customer during use;
  • Product returned without its original packaging required to ensure safe return transport;
  • Product damaged during return transport due to inadequate packaging by the customer;
  • Incomplete product, with missing components, accessories, fittings or screws;
  • Product assembled or partially assembled when originally supplied unassembled.

The reduction in value is assessed by Sofa O’Clock’s technical team after the product has been received at our facilities and is communicated to the customer in writing, together with the duly justified final refund amount.

4. Return costs

Under Article 108(1) of Royal Legislative Decree 1/2007 and Article 14(1) of Directive 2011/83/EU, in the case of returns resulting from the exercise of the right of withdrawal (change of mind), the customer shall bear the direct cost of returning the products in full.

Important: As Sofa O’Clock mainly sells large-volume furniture (sofas, beds, dining tables and storage furniture), return costs can be significantly high. These costs are calculated based on volume, weight, number of packages and address.

The return cost will be deducted from the amount to be refunded.

4.1. Special charges for bulky products

Certain products, due to their specific bulky characteristics, may be subject to special return charges that are higher than the standard shipping rate. Bulky products include, among others:

  • Sofas with 2 or more seats, corner sofas and modular sofas;
  • Double, queen-size and king-size beds, including frame and headboard;
  • Mattresses;
  • Extendable dining tables or tables with tops longer than 180 cm;
  • Storage furniture, wardrobes and shelving units;
  • Products requiring specialised transport, restricted access or additional labour.

These special charges are calculated on a case-by-case basis and communicated to the customer before collection is confirmed, allowing the customer to decide whether or not to proceed with the return. The following will be deducted from the final amount to be refunded:

  • Direct collection and return costs;
  • Any applicable special charges for bulky products;
  • Any reduction in value due to improper use or damage, in accordance with section 3.1.

5. Return process

  • Request: The customer initiates the request through the Customer Area or by email to [email protected], indicating the order number and the item(s) to be returned. Photos of all items/components that make up the products, as well as of the original boxes, must be provided.
  • Approval: Sofa O’Clock reviews the request within a maximum of 3 business days and informs the customer of the estimated collection cost, any applicable special charges, the packing process and the required documentation.
  • Preparation: The customer is responsible for packing the product(s) in the original packaging, properly protected for return transport.
  • Collection: Collection is arranged by a carrier designated by Sofa O’Clock on a date agreed with the customer. Collection by a carrier chosen by the customer requires prior authorisation.
  • Inspection: Once received at our facilities, the product is inspected by the technical team within up to 5 business days. Sofa O’Clock informs the customer of the inspection result and the final refund amount.

6. Refund

Once it has been confirmed that the product meets the established conditions, the refund is processed within a maximum of 14 calendar days from the date on which the product is received at our facilities.

Under Article 108(4) of Royal Legislative Decree 1/2007, Sofa O’Clock reserves the right to withhold the refund until the returned product(s) have been received or until the customer provides proof of dispatch, whichever occurs first.

The refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise, and at no additional cost to the customer. The time for the funds to become available in the account may vary depending on the payment method:

  • Debit card: up to 72 hours.
  • Credit card: up to the end of the billing month.
  • PayPal: between 6 and 10 days.
  • Bank transfer: up to 10 days, after the IBAN has been sent by email.
  • Bizum / MB WAY / local methods: between 3 and 10 days, depending on the operator.

7. Defective products, non-conformity or transport damage

These terms apply exclusively to returns resulting from the exercise of the right of withdrawal (change of mind).

In the case of products delivered with defects, transport damage or products that do not conform to the order, the legal guarantee of conformity provided for in Royal Legislative Decree 1/2007 applies, with a minimum duration of 2 years from the date of delivery, together with the specific rules described in the Warranty section of this document.

In these cases, all costs associated with the return, repair or replacement of the product are borne in full by Sofa O’Clock. The customer must report the issue within 5 business days after delivery by emailing [email protected] and attaching photographs of the product and its packaging.