You spent weeks deciding. You ordered it. You waited for it. And then it arrived and the colour is wrong, or the size is wrong, or it just looks completely different in your actual living room than it did on the website.
This is one of the most infuriating experiences in furniture buying. Here's what your rights are — and how to get sorted quickly.
Your Legal Rights When a Sofa Doesn't Match the Description
Under the Consumer Rights Act 2015, goods must be as described. If the sofa is materially different from what was advertised — different colour, different dimensions, different material — you have a right to reject it and get a full refund.
Act quickly. You typically have 30 days to reject goods as not conforming to contract. After 30 days it becomes more complex — the retailer can offer repair or replacement first.
Steps to Take
1. Document Everything Immediately
Take photos of the sofa as delivered, side by side with the product photos from the website. Screenshot the original listing before it's updated or removed.
2. Contact the Retailer in Writing
Email, not phone. State clearly that the goods do not match the description and that you are exercising your right to reject under the Consumer Rights Act 2015. Keep a copy of everything.
3. Do Not Use the Sofa
If you intend to reject it, do not use it. Using it can be interpreted as acceptance of the goods.
4. Escalate If Necessary
If the retailer resists, escalate to your credit card company (Section 75 if the purchase was over £100) or to the retailer's ADR scheme. Most will resolve without going that far.
Why This Happens So Often
Online sofa photography is professionally lit, colour-corrected and shot in styled rooms designed to make every piece look its best. The "light grey" in the photo might be a cool blue-grey in real life. The "large" sofa might look modest in your actual room.
This isn't accidental. It's a known feature of online furniture retail that benefits the seller.
How to Avoid It Next Time
View before you buy. This is the single most reliable way to avoid the photo vs reality problem. You see exactly what you're getting, in real light, before any money changes hands.
At Revived Sofas everything we list is photographed in natural daylight with accurate colour representation. What you see is what arrives. We describe condition honestly — including any wear — because a dispute or return costs us far more than a clear listing does.
If you're currently resolving a dispute with another retailer and need a replacement quickly — WhatsApp us. We can usually have something to you within 2–3 days across Staffordshire and the West Midlands.