Frequently Asked Questions
Clear answers about furniture, services, orders, payments and your rights.
Does SofaMend sell every product directly?
Not necessarily. SofaMend can facilitate purchases from independent sellers and may supply selected goods directly when specifically disclosed. Review seller identity and the invoice for your order.
Are marketplace photographs actual product images?
Some catalogue images may be illustrative or AI-generated. Ask for actual stock photographs, measurements, finish and condition if these are material to your purchasing decision. Misleading descriptions should be reported.
Can I book a furniture repair online?
You can request an available service or inspection through the booking page. The time and final price depend on location, scope and a confirmed quotation.
Will I know the full charges before paying?
The payable amount should show all mandatory product, tax, delivery and service charges before confirmation. Do not approve unrequested extras.
Can I cancel a furniture order?
Request cancellation as early as possible. Eligibility depends on the accepted order, dispatch and custom-production stage; consumer statutory protections remain applicable. See our refund policy.
What if the delivered sofa or bed is damaged?
Report the issue promptly with order ID and photos. We will coordinate a fact-based remedy with the relevant supplier in accordance with applicable law.
Are custom-made furniture items returnable?
A mere change of preference may have different terms once fabrication begins. Legally protected claims for defective or misdescribed custom furniture are not waived.
Can a professional charge extra after visiting?
If an inspection reveals additional work, the revised price and scope should be explained and approved before extra paid work begins.
How do I request an exchange valuation?
Submit the required furniture details and photos. Final value depends on inspection, condition, location and accepted terms. An online estimate is not a guaranteed offer.
How do I get a refund after payment failure?
Contact support with date, amount, order and transaction reference. Avoid multiple payments until reconciliation. Processing depends on the bank and provider.
Where can I report a delivery or service complaint?
Use the grievance page, email or the customer-care number. Consumer grievances should be acknowledged within 48 hours and redressed within one month as required by Indian e-commerce rules.
Can I ask about my personal information?
Yes. Send a privacy request to the official support email with enough information to verify your account. We will explain applicable rights and record-retention restrictions.
Can I contact the National Consumer Helpline?
Yes. Internal grievance processes do not take away access to lawful consumer forums. You may contact consumerhelpline.gov.in.
How do sellers join SofaMend?
Use the seller registration page and provide truthful details, product descriptions, legal/tax documentation where required and information about fulfilment and customer support.
How do I identify a legitimate payment request?
Use the site checkout and official contacts. Never share OTP, CVV, PIN or banking passwords with a caller asking to arrange a refund.