Return & Exchange

At Sanura, we care about your comfort and satisfaction. Every sofa we deliver is crafted and inspected with care, but if something doesn’t meet your expectations, we’re here to help.

Please review the policy below for easy returns and exchanges.

1. Eligibility for Return & Exchange

You may request a return or exchange if:

  • The product is damaged, defective, or incorrect upon delivery.

  • The item is unused, unassembled, and returned in its original packaging.

  • You contact us within 3 days of receiving your order.

Note:
Custom-made or personalized sofas (specific color, size, or fabric) cannot be returned or exchanged, unless they arrive damaged or faulty.

2. How to Request a Return or Exchange

Simply contact us at Info@sanurahomes.co.uk with the following details:

  • Order number

  • Photos or videos clearly showing the issue

  • Short description of the problem

Once we review your request, our team will confirm your eligibility and guide you through the process.

3. Exchange Process

If your request qualifies for an exchange:

  • Our team will arrange pickup or guide you on returning the item.

  • Once received and inspected, we’ll dispatch the replacement sofa.

  • Exchanges are subject to availability of the requested model, color, or size.

If the new item has a price difference, we’ll adjust it accordingly before processing.

4. Return Process

If you prefer a return instead of an exchange:

  • We’ll arrange the pickup and inspect the returned item.

  • Once approved, your refund will be processed within 7–10 business days.

  • Refunds will be made to your original payment method or as store credit (in the case of Cash on Delivery orders).

Shipping charges are non-refundable, except when the return is due to an error from our side (e.g., wrong or damaged item).

5. Non-Returnable Items

Please note, we cannot accept returns or exchanges for:

  • Custom-made or personalised sofas

  • Items damaged after delivery due to mishandling or improper use

  • Products without original packaging or proof of purchase

6. Damaged or Incorrect Deliveries

If your sofa arrives damaged or incorrect, please contact us within 48 hours of delivery.
Include clear photos or videos — our team will arrange a free replacement or full refund, depending on your preference.

7. Our Commitment

We want your Sanura experience to be completely worry-free.
Our customer care team ensures every concern is handled fairly and promptly — because your comfort is our priority.