Policies

1. Introduction

At Luna Furniture, we are committed to providing high quality sofas, transparent policies, and a smooth customer experience. These policies outline your rights, our responsibilities, and what you can expect when shopping with us online.

All purchases made with Luna Furniture are governed by UK consumer law, including the Consumer Rights Act 2015, which ensures that all goods must be of satisfactory quality, fit for purpose, and as described.

2. Orders & Contract

2.1 When your contract begins

Your contract with Luna Furniture begins once you place an order and receive an order confirmation email. Please review your order details carefully and notify us promptly if anything needs amending.

2.2 Made to order items

Many sofas are made to order. Measurements, dimensions, and fabric colours may have a small tolerance due to manufacturing processes (typically up to 2%).

2.3 Availability

All orders are subject to availability. If an item becomes unavailable, we will notify you and offer an alternative or a full refund.

3. Delivery Policy

  1.  

  1. Delivery Areas


Zone 1 – Local Delivery

Distance: up to 80 miles from Manchester

Examples of locations:

Manchester, Liverpool, Leeds, Sheffield, Stoke-on-Trent, Birmingham



Zone 2 – Central UK

Distance: 80 – 180 miles

Examples of locations:

London, Bristol, Nottingham, Leicester, Cambridge, Oxford



Zone 3 – Extended Distance

Distance: 180 – 300 miles

Examples of locations:

Cornwall, Devon, Newcastle, parts of Scotland, parts of East Anglia



Zone 4 – Northern Scotland / Highlands

Distance: over 300 miles

Examples:

Highlands, Northern Scotland, remote Scottish regions



Zone 5 – Northern Ireland

Delivery requiring sea transport or additional logistics



Zone 6 – Scottish Islands

Delivery requiring sea transport or additional logistics



3.2 Delivery Times

Estimated lead times are provided at checkout. While these are not legally binding, they should not exceed reasonable expectations. If delays occur, we will keep you informed.

3.3 Access Requirements

It is the customer’s responsibility to ensure the sofa fits through doorways, hallways, staircases, and into the intended room. Retailers are not liable for access issues, and additional charges may apply if items must be returned due to access constraints.



4. Returns & Cancellations

4.1 Change of Mind - Online Orders

If you purchased online, you have a 14 day cooling off period from the day of delivery to request a return, provided the item is unused and in its original condition.

If the sofa shows signs of use, we will assess its condition and process a partial refund based on the level of wear.

4.2 Made to Order Items

Made to order sofas may not be eligible for cancellation once production has begun unless we agree otherwise.

4.3 Faulty or Misdescribed Goods

Under the Consumer Rights Act 2015, you have:

  • A 30 day right to reject faulty goods for a full refund.

  • After 30 days, the right to a repair or replacement.

  • Up to six years to claim for manufacturing defects (five in Scotland).

5. Warranty & Guarantee

Luna Furniture offers a structured guarantee inspired by industry standards, including multi year coverage for frames and structural components. Typical UK sofa guarantees include:

  • Years 1–2: Full cover for manufacturing defects (frame, springs, mechanisms, upholstery).

  • Years 3–5: Structural and mechanical cover.


Your specific warranty details will be included with your order confirmation.

5.1 What’s Not Covered

  • General wear and tear

  • Cushion settlement

  • Fabric pilling, creasing, or fading

  • Accidental damage (stains, rips, burns, pet damage)

  • Misuse or improper cleaning

  • Commercial use

6. Payment & Finance

6.1 Accepted Payment Methods

We accept major debit/credit cards, Paypal, Klarna/finance options (subject to approval), and other secure online payment methods.

6.2 Finance Agreements

If you cancel a finance agreement, you must arrange an alternative payment method before delivery.

7. Product Care

To keep your sofa in optimal condition:

  • Rotate and plump cushions regularly

  • Avoid direct sunlight to prevent fading

  • Use only approved cleaning products

  • Follow care instructions provided with your sofa

Damage caused by improper care is not covered under warranty.

8. Liability

Luna Furniture is not responsible for:

  • Losses caused by improper installation or misuse

  • Access issues preventing delivery

  • Delays outside our control (e.g., supplier delays, transport disruptions)

We are responsible for supplying goods that meet your statutory rights.

9. Complaints & After Sales Support

If you experience any issues, please contact our customer service team. We aim to resolve all complaints promptly and fairly.

10. Contact Information

All contact details, including customer service email, phone number, and support hours, can be found on our Contact Us page.