About these terms
Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
They also tell you about this website, how it operates, how your privacy may be affected and your responsibilities when accessing this site
Information about us and how to contact us
We are Sopha Limited a company registered in England and Wales. Our company registration number is 9704505 and our registered office is at 2-4 Church Street, Highbridge, Somerset. TA9 3AE. Our registered VAT number is 298297630.
You can contact us by telephoning our customer service team at 01278 557755 or by writing to us using the contact form on this website or at Sopha, 2-4 Church Street, Highbridge, Somerset. TA9 3AE.
Changes to these terms
Please check this page from time to time to take notice of any changes we made, as they are binding on you.
Using our website
Changes to our site
We do not guarantee that our site, or any content on it, will be free from errors or omissions.
Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up-to-date.
Your account and password
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party. If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us.
Intellectual property rights
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged.
You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
Limitation of our liability
To the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to our site or any content on it, whether express or implied.
We will not be liable to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with use of, or inability to use, our site; or use of or reliance on any content displayed on our site.
Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We assume no responsibility for the content of websites linked on our site. Such links should not be interpreted as endorsement by us of those linked websites. We will not be liable for any loss or damage that may arise from your use of them.
Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any goods by use to you, which will be set out in our Terms and conditions of supply
We do not guarantee that our site will be secure or free from bugs or viruses.
You are responsible for configuring your information technology, computer programmes and platform in order to access our site. You should use your own virus protection software.
You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
You may use our site only for lawful purposes. You may not use our site in any way that breaches any applicable local, national or international law or regulation or that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect. You also agree not to reproduce, duplicate, copy or re-sell any part of our site in contravention of the provisions of these terms and not to access without authority, interfere with, damage or disrupt: any part of our site; any equipment or network on which our site is stored; any software used in the provision of our site; or any equipment or network or software owned or used by any third party.
Third party links and resources in our site
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only.
We have no control over the contents of those sites or resources.
To contact us, please click here
This is privacy notice of Sopha Limited.
We respect your privacy and are determined to protect your personal data. The purpose of this privacy notice is to inform you as to how we look after your personal data when you visit our website or store. We’ll also tell you about your privacy rights and how the data protection law protects you.
What is the purpose of this privacy notice?
This privacy notice aims to give you information on how we collect and process your personal data through your use of this website, including any data you may provide through this website, over the phone or in store.
This website is not intended for children and we do not knowingly collect data relating to children.
You must read this privacy notice together with any other privacy notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them.
Sopha Limited is the controller and responsible for your personal data (collectively referred to as “Sopha”, “we”, “us” or “our” in this privacy notice). Our contact details are Sopha, 2-4 Church Street, Highbridge, Somerset. TA9 3AE. For all data matters please contact us initially in writing.
Third-party links outside of our control
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements.
When you leave our website, we encourage you to read the privacy notice of every website you visit.
The personal date we collect about you
Personal data, or personal information, means any information about an individual from which that person can be identified. You can find out more about personal data from the Information Commissioners Office.
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows
Identity Data includes [first name/last name/ username/marital status/ title/date of birth/gender].
Contact Data includes [billing address/delivery address/email address/ telephone numbers].
We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.
We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership). Nor do we collect any information about criminal convictions and offences.
If you fail to provide personal data
Where we need to collect your personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.
How we collect your personal data:
We use different methods to collect data from and about you including through both direct and indirect means. This includes data shared with us when applying for products and services, purchasing goods, creating an account on our website or requesting that marketing be sent to you.
How we use your personal data
We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances
Performance of Contract this means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.
Legitimate Interest this means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us in writing.
Comply with a legal or regulatory obligation this means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.
Generally we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us in writing or by using the methods set out in any marketing communication.
Purposes for which we will use your personal data
Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data.
We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.
Promotional offers from us
We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you.
You will receive marketing communications from us if you have requested information from us or purchased goods or services from us or if you provided us with your details when you entered a competition or registered for a promotion and, in each case, you have not opted out of receiving that marketing.
We will get your express opt-in consent before we share your personal data with any company outside Sopha Limited for marketing purposes.
You can ask us or third parties to stop sending you marketing messages at any time by unchecking relevant boxes to adjust your marketing preferences or by following the opt-out links on any marketing message sent to you or by contacting us in writing at any time.
Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product/service purchase, warranty registration, product OR service experience or other transactions.
Change of purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us in writing.
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
Who we share your personal data with
We may have to share your personal data with the parties set out below for the purposes set out in this policy
Internal Third Parties Such as courtiers or suppliers when organising Direct Home Delivery of items not being dispatched from our own stores or warehousing.
External Third Parties
Service for example providers who provide Processing, IT and system administration services.
Professional advisers including our accountants, lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services.
HM Revenue & Customs, regulators and other authorities acting as processors or joint controllers based in the United Kingdom who require reporting of processing activities in certain circumstances.
Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for seven years after they cease being customers for tax purposes.
In addition we will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.
In some circumstances you can ask us to delete your data: see Your legal rights below for further information.
In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely
Your Legal Rights
Unless subject to an exemption under the data protection laws, you have the following rights with respect to your personal data:
- The right to request a copy of the personal data which we hold about you;
- The right to request that we correct any personal data if it is found to be inaccurate or out of date;
- The right to request your personal data is erased where it is no longer necessary to retain such data;
- The right to withdraw your consent to the processing at any time, where consent was the lawful basis for processing your data;
- The right to request that we provide you with your personal data and where possible, to transmit that data directly to another data controller, (known as the right to data portability), where applicable i.e. where our processing is based on consent or is necessary for the performance of our contract with you or where we process your data by automated means);
- The right, where there is a dispute in relation to the accuracy or processing of your personal data, to request a restriction is placed on further processing;
- The right to object to our processing of personal data, where applicable i.e. where processing is based on our legitimate interests (or in performance of a task in the public interest/exercise of official authority); direct marketing or processing for the purposes of scientific/historical research and statistics).
If you wish to exercise any of the rights set out above, please contact us in writing.
No fee required – with some exceptions
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable admin fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
Time limit to respond
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
Changes to this notice and your duty to inform us of changes
This version was last updated on Friday 4th October 2019 and historic versions can be obtained by contacting us.
Please keep us informed if your personal data changes during your relationship with us. It is important that the personal data we hold about you is accurate and current. We refuse liability for any delays in service caused by inaccurate or outdated data provided by yourself.
Queries, requests or concerns
To exercise all relevant rights, queries or complaints in relation to this policy or any other data protection matter between you and us, please in the first instance contact us in writing.
If this does not resolve your complaint to your satisfaction, you have the right to lodge a complaint with the Information Commissioners Office on 03031231113 or via email https://ico.org.uk/global/contact-us/email/ or at the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, England, UK.
We use the following cookies:
– Strictly necessary cookies.
These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services.
– Analytical/performance cookies.
They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
– Functionality cookies.
These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).
– Targeting cookies.
These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.
The table below explains the cookies we use and why.
PLEASE DETAIL COOKIE USE…
You block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.
Terms and Conditions of Sale
These are the terms and conditions on which we supply products to you, whether these are goods or services.
Our contract with you
When you place an order with us you will first receive an email confirming that you’ve placed an order. Our acceptance of your order will take place when we email you following manual processing to accept it, at which point a contract will come into existence between you and us.
If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product.
We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
Our website is solely for the promotion of our products in the UK. Unfortunately, we do not currently accept orders from addresses outside the UK.
The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
Our rights to make changes
We may change the product to reflect changes in relevant laws and regulatory requirements and to implement minor technical adjustments and improvements. These changes will not affect your use of the product.
We always give delivery and lead times in good faith however it should be noted that they are only estimates and lead times will vary at different times of the year and through events outside of our control. Sopha cannot be held responsible for any direct or indirect loss due to any reasonable delays. We will give updated lead times upon acceptance of your order and updated lead times can be viewed using our online tracking system. If you have any questions in regards to an order already placed or you’d like an update on the status of your order please call us on 01278 557755.
It is your responsibility to advise us at the time of ordering of difficulties that may be encountered when delivering to your property, ensuring this information is documented in our online checkout process or in writing via our contact form quoting your order number and billing post code. Don’t forget to check the size of the room your furniture is going in as well at the route to that room from where we will be able to stop our delivery vehicle.
Access to your room of choice must be safe and the route clear. Any costs incurred in order to deliver your order will not be the responsibility of Sopha Limited (i.e. door or window removal etc.) Sopha are only responsible for the delivery of the goods as far as your front door.
Issues arising from failed delivery
If for any reason a piece of furniture cannot be delivered due to access problems, or delivery appointments missed, it will remain the property of the customer, any further attempts to deliver will incur a delivery charge.
If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract
If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract.
If you have asked to collect the products from our premises, it is usually possible to collect the goods at any time during business hours but please contact us first so that we can ensure we have the team members available in our warehouse.
We guarantee all goods for a period of two years from time of purchase. This guarantee does not cover any defect, fault or damage which arises through general wear and tear or misuse (misuse includes any failure to care for the goods in accordance with any care advice we give you or is made available on this website. Notification of any defect needs to be made as soon as practicable. Ex-display and clearance items are exempt from this guarantee. Please note this guarantee does not affect your statutory rights.
Any other guarantees stated either on this site or in store will have their own terms and conditions and may be provided by third parties, such as our suppliers. Sopha will not be held responsible for any guarantee or services offered by one of our suppliers unless explicitly mentioned by Sopha Limited at time of purchase.
Upon delivery we require you to inspect your goods thoroughly and sign a despatch note to confirm goods have been received and your property, have been left in good condition. Should a defect or fault be apparent you should make a note of the problem on the despatch note or notify us in writing as soon as practicable. If the defect is covered by our guarantee the goods will be repaired by us or alternatively, at our option, we may provide replacements.
If you notify us within the two year guarantee period of any defect or fault which your goods have developed, provided that our inspection confirms that the defect or fault is covered by our guarantee, we will take such measures as may be necessary to rectify the problem to your reasonable satisfaction.
Should Sopha Limited be unable to supply the same product. through discontinuation by their suppliers, or for any other reason outside of their control alternative goods may be offered at the discretion of Sopha Limited.
If, after supplying replacement goods on one occasion, we cannot satisfy your requirements due to faulty items, we reserve the right to uplift the faulty goods, refund any monies due and consider the order cancelled.
If for any reason goods are not paid for in full prior to delivery the goods remain the property of Sopha Limited until full payment has been received.
Other Important Terms
A product which is goods will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us.
We may transfer our rights and obligations under these terms to another organisation.
This contract is between you and us. No other person shall have any rights to enforce any of its terms.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
Cancellations and Returns
Cancellation or changes to an order.
We have differing time frames with our suppliers to make changes to orders. If you wish to make a change to your order it’s really important to contact us as soon as possible. You can call us on 01278 557755 or contact us using our contact form.
Non-Faulty Goods Returns Procedure
We are unable to offer any returns other than those set out in the Consumer Contract Regulations. Therefore we are unable to offer returns on any items that have been custom made to your specification or if you have examined the product in our showrooms. If the Consumer Contract Regulations do apply you can cancel your furniture by notifying us, in writing, before delivery or within 14 working days beginning with the day after the date of delivery.
It is important that the goods have not been used other than as to reasonably inspect and assess them and should show no signs of marking or damage caused by any purpose other than this inspection and assessment. It is your responsibility to take reasonable care of the goods, we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied, if the loss is the result of unnecessary handling of the goods by you. To minimise the risk of any deduction we ask that you return the goods in appropriate packaging such as to prevent damage in transit. If you’re able to also return all of the original packaging that would be great too.
Some items we sell come sealed for hygiene reasons, such as mattresses, sofabeds, duvets, pillows and ben linen. Unfortunately we are unable to accept returns of any of these items if the packaging has been unsealed, this is for health protection and hygiene reasons. We are therefore unable to accept returns of any of these items for any reason other than because they are not as described or are not of satisfactory quality. If such items are returned to us we will be unable to refund your purchase and we may dispose of your goods.
It is your responsibility to return the goods to us in the condition outlined above. Should you require us to collect the items we can arrange collection on weekdays during our normal business hours (subject to availability). If this service is requested a collection charge of up to 20% of the price of the furniture will be made to cover the cost of collecting the items.
To arrange return of your goods please contact us in writing using the contact form.
We do everything we can to ensure your goods arrive in perfect condition and if we’re delivering the products ourselves we’ll always ask you to inspect the items before the driver leaves. If there is any damage or the goods are not working please let the driver know or call us on 01278 557755 as soon as possible following delivery. If possible we will repair the goods or alternatively, at our option, we may provide replacements.
Return of Faulty Goods
We guarantee the quality of all of our goods in accordance with your statutory rights. If an item develops a fault and you let us know within 30 days of collection or delivery we will arrange a refund, replacement or repair. After 30 days but before 6 months we will arrange a repair or replacement. If we are unable to repair or replace the item we will offer a refund.
After 6 months, there’s always our guarantee (which doesn’t affect your statutory rights, see individual terms).
Returns outside your statutory rights
Returning goods outside your statutory rights is not an entitlement and must be agreed with Sopha Limited. Goods which are specially ordered or made-to-measure are non returnable. Any refunds will be subject to the reduction of any fees or costs incurred, collection charge and re-stocking fees. We will however help out wherever we can.
Nothing in our policy affects your statutory rights.