DFS Return Policy: Refunds, Cancellations & Faulty Sofas Explained

Buying a sofa or bed from DFS is a big decision – it’s not something you can just toss in a trolley and swap the next day. Because most DFS furniture is handmade to order, the return rules are tighter than for everyday retail. The good news is that you still have clear rights, especially if you ordered online or your furniture turns out to be faulty.

This guide explains, in plain English, how the DFS return and cancellation policy works in the UK, what happens if you change your mind, and what to do if your new sofa arrives damaged.

DFS Return Policy in a Nutshell

Made to order: Most DFS furniture is handmade just for you, so returns for “change of mind” are limited.
Online orders (web / phone): If you bought without seeing the item in store, you usually have a 14-day cooling-off period after delivery to cancel, with some exceptions.
In-store orders: No automatic cooling-off right – cancellations or returns are considered case by case.
Faulty or damaged: Strong rights for problems found at delivery, within 30 days, and up to 6 months.
Collection fee: For change-of-mind online cancellations, DFS can charge up to £150 to collect furniture.
Refund timing: When a refund is due, DFS usually processes it within 14 days using your original payment method.
Long guarantee: Most sofas have a 15-year structural guarantee plus 2-year cover on fabrics, leathers and mechanisms.

Are DFS Sofas Returnable If You Just Change Your Mind?

This is the tricky bit. DFS makes a big point of the fact that their furniture is handmade to order. Their help centre explains that because of this, it “may not be possible” to return your goods just because you changed your mind – but they do invite you to contact them to talk through your options.

Standard store policy: No automatic right to return a made-to-order sofa for a simple change of heart.
They encourage you to contact them: DFS asks you to use live chat or customer service to explain the situation, so they can see what can be done.
Case-by-case decisions: They might suggest changes, a swap, or a partial cancellation, but it’s not guaranteed.

In short: if you ordered in store and just don’t like the look of your sofa once it arrives, you’re not automatically entitled to a refund. You’ll need to speak to DFS and see what they’re prepared to agree.

Cooling-Off Rights for Online & Phone Orders

If you ordered through the DFS website or via Websales (their phone ordering line) without seeing the product in a store before buying, you usually have a legal 14-day cooling-off period after delivery.

When the 14-Day Cooling-Off Period Applies

You bought exclusively online or via Websales.
You did not inspect the product in a store beforehand.
The item is not excluded (see below).

If those conditions are met, you can:

Cancel your contract up to 14 days after delivery.
Get a refund of:
- The price of the products, and
- The standard delivery cost you paid.
DFS can reduce the refund if the goods show extra wear or damage caused while in your home.

Cooling-Off Period Exclusions

You do not get the automatic 14-day change-of-mind right for:

Bespoke items made to your own specification.
Mattresses that have been unsealed (they’re sold wrapped so you can inspect without opening).
Bedding products (pillows, duvets, toppers, protectors) that have been unsealed.
Self-assembly items that you’ve damaged during assembly.
Purchases made in store, or where you inspected the product in person before ordering.

How to Use the Cooling-Off Period

Contact DFS in writing (for example by email or letter) within 14 days of delivery to say you’re cancelling.
Once you’ve told them, you have another 14 days to get the furniture back to them.
While it’s in your home, you must treat it gently – just enough to check size, fabric and comfort.
DFS can deduct money if the item comes back clearly used or damaged beyond light handling.

Returning DFS Furniture Under the Cooling-Off Rules

For returns under the cooling-off policy, DFS wants items sent back to their central delivery point, not to your local store (unless it’s something you originally collected from a store and they agree otherwise).

You are responsible for making sure the product reaches DFS in good condition.
Use suitable packaging so the furniture isn’t damaged in transit.
DFS recognises that most people can’t deliver a sofa back themselves, so they can arrange a collection.
They can charge up to £150 for this collection (more if your original delivery charge was higher than standard).

Any refund – after the furniture has been received and checked – is made back to your original payment method. If you bought on finance, DFS refunds the finance company, and your agreement is adjusted.

Cancelling a DFS Order Before Delivery

Sometimes you realise you’ve made a mistake before the sofa even turns up. DFS knows this happens, but they also start work on orders quite quickly.

If you ask to cancel within 48 hours of placing the order, DFS may be able to stop costs being incurred.
After 48 hours, your sofa is often already in progress with their factories and logistics partners.
In that case, if there’s no statutory right to cancel (for example an in-store order), DFS can charge up to 20% of the product price as a contribution to costs already incurred.
They will refund any money for products not supplied, minus that contribution.

This “up to 20%” rule applies when DFS is not at fault and you are asking to cancel even though you don’t have a legal cooling-off right (for example, for a made-to-order in-store purchase that you’ve simply changed your mind about).

Returning DFS Furniture Collected from a Store

If you bought something to collect from a DFS store, there’s a small extra detail:

Some products collected in store can be returned by dropping them back at the same store.
This is arranged case-by-case – DFS suggests speaking to them at the point you decide to return the item.
Larger items still usually have to go back to a central delivery point, with collection arranged.

Faulty or Damaged DFS Furniture – Your Rights

Your strongest rights with DFS are when something is faulty or damaged. DFS sets this out clearly in the “Your consumer rights” section of their terms.

Faulty or Damaged at the Time of Delivery

You have a right to reject the product and get a full refund, including delivery charges.
Or you can keep the product:
- DFS will arrange a repair by one of their technicians, or
- Offer a replacement.
If repair or replacement isn’t possible, you can return the product for a full refund including delivery charges.

Fault or Damage Found Within 30 Days of Delivery

Contact DFS as soon as you notice the problem.
They will talk through repair or replacement options.
If a repair can’t be done, they will replace the product or give a full refund including delivery charges.

Faults After 30 Days and Up to 6 Months

Again, contact DFS as soon as possible.
DFS has the right to inspect and attempt a repair or replacement first.
If they can’t resolve the issue by repair or replacement, you may then be entitled to a refund.

Faults After 6 Months

You will usually need to show that the fault was present at delivery rather than due to normal wear and tear.
If the issue was caused by you (spillages, pets, damage, misuse), DFS may still be able to help but can charge for repairs.

DFS Refund Timelines

Whenever DFS agrees that you’re due a refund – whether for a cooling-off cancellation, a cancelled order or a faulty product – they aim to handle it reasonably quickly.

Refunds are usually processed within 14 days of DFS agreeing that a refund is due (and receiving any returned goods).
The refund is made using the same payment method you used originally.
If you bought on credit, DFS refunds the finance provider, who then adjusts your agreement.
For refunds after the furniture has been in your home for a while, DFS may make a deduction for usage, depending on condition and time.

DFS Guarantees vs Returns

Alongside the return policy, DFS offers a 15-year structural guarantee on upholstered furniture, covering the frame and suspension, plus 2 years on leathers, fabrics, stitching, inners, recliner mechanisms and certain electrical components.

The guarantee is for domestic use only.
It doesn’t cover:
- General wear and tear,
- Accidental damage or misuse,
- Damage from not taking reasonable care.
Unauthorised third-party repairs can void the guarantee, so DFS asks you to contact them before arranging your own repairs.

Think of the guarantee as long-term backup once the furniture is settled in your home. Returns and cooling-off rights are more about that early period where things aren’t right or you’ve changed your mind.

Quick DFS Return Policy FAQ

Can I send a DFS sofa back just because it doesn’t suit my room?
Not automatically. For in-store orders, most DFS sofas are made to order and aren’t returnable just for a change of mind. For online orders you may have a 14-day cooling-off right, depending on how and what you bought.
Do I always get 14 days to cancel?
Only if you bought exclusively online or by phone and hadn’t seen the product in store, and the item isn’t excluded (for example an unsealed mattress or opened bedding).
Who pays to send a sofa back?
Under the cooling-off rules you must get the product back to DFS. They can arrange collection and charge up to £150 (more for some deliveries). For faulty goods, they handle things under your consumer rights and won’t normally expect you to pay if they agree the product is defective.
What if a seam splits or a mechanism fails after a few months?
Contact DFS straight away. Within 6 months they will usually inspect and try to repair or replace first. If they can’t fix it, you may then be offered a refund.
Can DFS charge me to cancel before delivery?
Yes, if there’s no cooling-off right and they’ve already started making your order. Cancellations more than 48 hours after ordering can carry a charge of up to 20% of the product price to cover costs.
Does this affect my legal rights?
No. DFS’s policy sits alongside your normal UK consumer rights for faulty goods and distance selling – it doesn’t replace them.

Bottom Line

DFS is generous on guarantees but quite strict on change-of-mind returns for made-to-order furniture. If you ordered online and didn’t see the sofa in a showroom first, you’ll often have a 14-day cooling-off period, but you may need to pay for collection if you send it back in good condition. For faults and damage, your rights are much stronger – from rejection at delivery through to repairs and refunds within the first few months.

Keep all your paperwork, check sizes carefully before ordering, and if anything feels wrong once your furniture arrives, contact DFS quickly. The sooner you speak to them, the more options you are likely to have.