Our Returns Info

1. Website Terms of Use

Lakeland Furniture Limited (company number [insert]), trading as LSW Sofas (“we”, “us”, “our”)
Registered office: Atlas Works, Nelson Street, Carlisle, CA2 5NB
Website: www.lswsofas.co.uk

1.1 Acceptance of these terms

By accessing or using our website, you agree to be bound by these Website Terms of Use and any policies we refer to (such as our Privacy Policy and Cookie Policy).
If you do not agree with these terms, you must not use this website.

1.2 Changes to the website and terms

We may update and change our website from time to time to reflect changes to our products, services, business priorities, or legal requirements.
We may amend these terms at any time by updating this page; the version displayed at the time you use the website applies to your use.

1.3 Website content and accuracy

We take reasonable care to ensure product descriptions, images, dimensions, and prices are accurate; however, minor variations may occur (for example, shade differences due to screen settings or fabric batches).
Images are illustrative only; you should rely on written specifications and, where possible, view fabrics or products in store.

1.4 Intellectual property

All content on this website, including text, images, graphics, logos, design, and layout, is owned by or licensed to Lakeland Furniture Limited and is protected by copyright, trade mark, and other intellectual property rights.
You may print or download extracts for your own personal, non-commercial use only; you must not copy, reproduce, distribute, or use any content for commercial purposes without our prior written consent.

If you submit reviews, comments, photos, or other content, you grant us a non‑exclusive, royalty‑free licence to use, reproduce, and display that content on our website, social media channels, and marketing materials.
You are responsible for ensuring your content does not infringe any third-party rights or contain unlawful, offensive, or misleading material; we may remove content at our discretion.

1.6 Viruses and misuse

We do not guarantee that our site will be secure or free from bugs or viruses.
You must not misuse the site by knowingly introducing viruses, trojans, worms, or other malicious or technologically harmful material, or attempt to gain unauthorised access to the site or any server, computer, or database connected to it.

1.7 Third-party links

Where our website contains links to other sites and resources provided by third parties, these links are for your information only.
We have no control over the contents of those sites or resources and accept no responsibility for them.

1.8 Our responsibility for loss or damage

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under UK law.
To the extent permitted by law, we exclude all conditions, warranties, and representations that may apply to this site or any content on it, whether express or implied, and we will not be liable for any loss or damage arising from your use of, or inability to use, the website.

1.9 Governing law

These Website Terms of Use are governed by the laws of England and Wales.
The courts of England and Wales will have exclusive jurisdiction in relation to any dispute arising from your use of the website.

2. Terms and Conditions of Sale

These Terms and Conditions of Sale apply to all purchases of products from Lakeland Furniture Limited, trading as LSW Sofas, whether made online at www.lswsofas.co.uk or in-store.

2.1 Our products

We sell:
- Bespoke / made‑to‑order fabric and leather sofas and chairs
- Stock sofas (including recliners) available for immediate or short‑term delivery
- Ex‑display and clearance items, sold as seen
All products are intended for normal domestic use unless stated otherwise.

2.2 Orders and contract formation

Your order is an offer to buy products from us; we accept your offer when we issue a written order confirmation (usually by email) or when you sign an order form in-store.
The contract between you and Lakeland Furniture Limited is formed at the point of acceptance, not when payment is first taken.

2.3 Personal information and privacy

We collect and process your personal data (such as name, address, contact details, payment details) for the purposes of processing your order, delivery, after‑sales service, and legal compliance.
Full details are set out in our Privacy Policy and Cookie Policy, which form part of these terms.

2.4 Prices, VAT and errors

All prices shown are in pounds sterling and include UK Value Added Tax (VAT) at the applicable rate unless stated otherwise.
We may change prices at any time; however, the price applicable to your order is the price shown at the time you place your order, subject to any obvious pricing errors.
If we discover an error in the price of products you have ordered, we will inform you and give you the option of continuing with the order at the correct price or cancelling for a full refund.

2.5 Payment

We accept payment by debit/credit card, finance (where available and approved), and other methods shown at checkout or in-store.
For bespoke / made‑to‑order sofas we may require a deposit, with the balance due before delivery; for stock items we may require full payment at the time of order.
We do not store full card details; payments are processed securely by our payment provider(s) in compliance with industry standards.

2.6 Bespoke / made‑to‑order sofas

Bespoke items are made specifically to your chosen configuration, size, fabric, leather, colour, and options; please check your order carefully before confirming.
Once production has started, your right to cancel is limited because the goods are made to your specifications and have limited resale value under UK consumer law.
This does not affect your statutory rights if the item is faulty, not as described, or not fit for purpose under the Consumer Rights Act 2015.

2.7 Stock sofas and ex‑display items

Stock sofas can usually be cancelled before dispatch; once dispatched, our returns policy and collection charges apply.
Ex‑display and clearance products are sold as seen and may have signs of wear or minor defects; they are priced accordingly and are non‑returnable for change of mind, but remain covered for structural faults as required by law.

2.8 Delivery, access and risk

We will arrange delivery to the address you provide; estimated lead times will be confirmed at order stage and in your order confirmation.
It is your responsibility to ensure suitable access to the property and the room of choice, including measuring doorways, stairwells, lifts, and tight turns.
If we are unable to deliver because the items do not fit, or the delivery is refused for reasons other than damage/fault, a failed delivery/return charge of at least £99 + VAT will apply.
Risk in the products passes to you when they are delivered to your address; ownership passes when we receive full payment.

2.9 Inspection on delivery

Please inspect your items upon delivery and report any visible damage or missing items on the delivery note where possible.
Any issues with damage or defects should be reported to us within a reasonable time, ideally within 48 hours, with photographs to help us assess the problem.

2.10 Your legal rights – faulty or misdescribed goods

Under the Consumer Rights Act 2015, your goods must be of satisfactory quality, fit for purpose, and as described.
If a product is faulty or does not conform to the contract, you may be entitled to a repair, replacement, or refund depending on the circumstances and timing (for example, a short‑term right to reject within the first 30 days).
We will act in accordance with your statutory rights and our warranty terms; nothing in these terms limits those legal rights.

2.11 Change‑of‑mind returns (stock items only)

For online and distance orders of stock items you may have a cooling‑off period under the Consumer Contracts Regulations (typically 14 days from delivery), subject to legal exceptions.
We may require you to take reasonable care of the goods and return them in a resaleable condition, in original or suitable packaging; we reserve the right to make deductions for handling or diminished value where permitted by law.
Return / collection charges will apply for change‑of‑mind returns, including recovery of outbound delivery costs where allowed.

(You can align this section exactly with how you want to handle distance selling vs in‑store – but you must keep the statutory bits in line with UK law.)

2.12 Exclusions from change‑of‑mind returns

The following are generally non‑cancellable/non‑returnable for change of mind, except where faulty or not as described:
- Bespoke / made‑to‑order sofas and chairs
- Ex‑display / clearance items sold as seen
- Items that have been heavily used, damaged, or soiled in your possession
This does not affect your statutory rights.

2.13 Refunds

Approved refunds will be made to the original payment method where possible.
Refunds will be processed as soon as reasonably practicable and no later than the time limits set out in applicable consumer legislation (for example, 14 days from our receipt of the returned goods for distance contracts).

2.14 Warranty and after‑sales

New sofas are supplied with a minimum 12‑month warranty against manufacturing defects, in addition to your statutory rights.
The warranty does not cover normal wear and tear, accidental damage, misuse, or failure to care for the products in line with our care instructions (for example, fabric/leather care, weight limits, avoiding improper cleaning products).

2.15 Loxa furniture protection (if you offer it)

We may offer an optional Loxa furniture protection plan (product protection insurance) on certain products, which is provided by an external insurance provider.
Where purchased, this insurance is governed by the insurer’s own policy wording and Insurance Product Information Document (IPID), which you should read carefully; these terms are in addition to, not in place of, your statutory rights or our warranty.
Any claims under the Loxa policy must be made in line with the insurer’s procedures and eligibility criteria.

2.16 Fraud and unauthorised use

We reserve the right to cancel any order we reasonably suspect to be fraudulent, made without the consent of the account/card holder, or otherwise made in breach of these terms; any sums paid will be refunded where appropriate.

2.17 Our liability to you

We are responsible for foreseeable loss or damage you suffer that is a direct result of our breach of contract or failure to use reasonable care and skill.
We are not responsible for loss or damage that is not foreseeable, or for business losses such as loss of profit, loss of business, or loss of opportunity where you have purchased products for domestic use.
Nothing in these terms limits or excludes our liability where it would be unlawful to do so.

2.18 Events outside our control

We are not liable for delays or failure to perform our obligations where the cause is an event outside our reasonable control (for example, strikes, transport disruption, extreme weather, supplier failure, or government restrictions).
We will contact you as soon as reasonably possible to let you know about the delay and take steps to minimise its effect.

2.19 Termination / cancellation by us

We may cancel your order (and refund any payment) if products are discontinued, cannot be sourced, or there are significant pricing or description errors we cannot reasonably honour.
We may also refuse to accept future orders where there has been abuse of staff, repeated unreasonable returns, or other serious misuse.

2.20 Governing law and jurisdiction

These Terms and Conditions of Sale are governed by the laws of England and Wales.
You and we agree that the courts of England and Wales will have jurisdiction over any dispute; if you live in Scotland or Northern Ireland, you may bring proceedings in your local courts as permitted by law.