Returns and Exchanges

Your Comfort Is Our Priority

At SĂCRUM, we create sofas as unique works of art, designed especially for you. This individuality shapes our return and exchange policy. We comply with the laws of your country, including the standards of the EU (Directive 2011/83/EU), the US (Magnuson-Moss Warranty Act), and other regions, ensuring transparency and protecting your interests.

Returns and Exchanges Policy

Do we accept returns or exchanges?

Since each SĂCRUM sofa is custom-made to your specifications (choice of upholstery, colors, configuration), standard returns or exchanges are not possible according to law (e.g., Article 16(c) of EU Directive 2011/83/EU). However, if an error has occurred on our part (non-compliance with specifications), we will make it right.

What should I do if my sofa is damaged during delivery?

If your sofa is damaged, please contact us within 7 days of receipt. We will inspect the order and, if a defect is confirmed, replace the damaged parts or arrange for repairs.

Can I cancel my order before it ships?

Yes, if your order has not yet shipped, please contact us as soon as possible. We will review your situation individually, subject to the laws of your country.

Can I return my order after it ships?

No, as the sofa is custom-made. Exceptions are possible in special cases (for example, for medical reasons). We will review your request individually.

Contact our customer support via the form on the website or by email within 7 days.

Return and Exchange Process

How to submit a request for a return or replacement?

Provide photo or video evidence of the problem.
Specify your refund details.
Our manager will contact you within 48 hours.
Package and ship the item using your preferred shipping method to the address provided..
Indicate the address, recipient, and contact phone number.

Return address:
Elektronowa 2b, 03-216 Warsaw, Poland

If the defect is confirmed, we will arrange a replacement or repair at our expense.

Processing time: up to 5 business days for assessment. Replacement or repair: 7 to 30 days (Europe) or 20 to 60 days (other regions).

Who pays for return shipping?

If the return is due to our error (defect), we will cover the costs.
In other cases, the customer is responsible for the costs (in accordance with Article 20 of EU Directive 2011/83/EU).

Refund periods: up to 14 days from receipt of the item. Refunds will be made to the bank details provided during the order process.

Frequently Asked Questions

What is considered a defect? Manufacturing errors (fabric tears, frame breakage), but not wear and tear due to improper care.
Can I exchange the covers if I don't like them? No, as they are custom-made. However, you can order new covers from our collection.
What if my order is delayed? If the delay is more than 7 days after the expected delivery date, please contact us.
Can I return the sofa if it doesn't fit? No, dimensions are agreed upon in advance. Please confirm the dimensions before ordering.
What if the defect is discovered after 7 days? The warranty period varies by country (e.g., 2 years in the EU). Please contact us within the warranty period.

Ваш комфорт — наш приоритет.
Мы стремимся сделать ваш опыт с SĂCRUM безупречным.