Furniture retailer Seats and Sofas to refund consumers and to adjust its warranty policy following ACM action 
                  

                
                                  






  







  



  
    
              
        
        
      
      
                        
          

Summary

Consumers that wanted to exercise their statutory warranty rights had to incur costs for having their furniture examined.
If a product breaks sooner than expected through no fault of the buyer, Seats and Sofas must repair or replace the product free of charge, or refund it, within a reasonable amount of time and without any serious inconvenience.
Seats and Sofas’ refunds to almost 1,500 consumers will total over 100,000 euros.


  

  

    
      
          

      

  


                

  
    
            

Dutch furniture retailer Seats and Sofas will refund consumers for the harm they suffered when exercising their warranty rights. An investigation conducted by the Netherlands Authority for Consumers and Markets (ACM) shows that consumers that exercised their warranty rights had to bring their pieces of furniture to a store themselves, had to pay for the pick-up of their furniture or for a visit from a service technician. Seats and Sofas’ refunds to almost 1,500 consumers will total over 100,000 euros.


Martijn Ridderbos, Member of the Board of ACM, adds: “If a product is faulty, consumers are entitled under the warranty rules to a solution free of charge. With this commitment, harmed consumers will get their money back, and it becomes clear that companies must comply with the warranty rules.”
Seats and Sofas’ selling methods


Consumers that wanted to exercise their statutory warranty rights had to bring their sofas to a Seats and Sofas location themselves, had to pay transportation costs (75 euros), or had to pay for an on-site visit from a service technician (49.95 euros). Seats and Sofas is required to deliver to consumers a product in good condition that will function properly throughout its expected lifespan. That is the statutory warranty. If a product breaks sooner than expected through no fault of the buyer, Seats and Sofas must repair or replace the product free of charge, or refund it, within a reasonable amount of time and without any serious inconvenience. An ACM investigation has revealed that consumers were wrongfully saddled with additional costs.
ACM’s investigation


ACM launched an investigation into Seats and Sofas following reports from the Dutch Consumers’ Association (in Dutch: Consumentenbond), consumer rights shows, information from ACM’s intelligence unit as well as a ruling of the Dutch Advertising Code Committee (in Dutch: Reclame Code Commissie). During ACM’s investigation, the company made a commitment: Seats and Sofas will refund harmed consumers. Since the company will refund harmed customers and adjust its practices, thereby complying with the warranty rules, now and in the future, ACM has accepted this commitment. In that context, ACM attached great weight to the interests of the harmed customers.
Seats and Sofas’ commitments

Seats and Sofas will refund consumers that incurred costs between September 18, 2023 and September 18, 2025 in connection with the exercise of their warranty rights. The amounts that harmed customers were wrongfully charged will be transferred to their accounts no later than April 13, 2026. They do not need to take any action for this.
In addition to these refunds, Seats and Sofas has adjusted its warranty policy. The company will not charge any costs, and, going forward, will pick up the pieces of furniture from customers itself, or will send a service technician, free of charge. All communication with consumers about warranty issues will be brought in line with these arrangements.
Seats and Sofas will inform its employees about the consumer protection rules, and will provide courses on the consumer protection rules, including the warranty rules.
In addition, Seats and Sofas will present the prices of furniture more clearly in stores as well as in ads, in accordance with the agreement with ACM. This has already been realized.



ACM will enforce compliance with these commitments.
Warranty rules


The statutory warranty means that a product must last for as long as you may reasonably expect it to. That period has not been specified in the Netherlands. If a purchase breaks too soon, and it is not your fault, the seller must repair or replace the product free of charge, or refund it. Any extra costs, such as assessment or postage fees, are also for the seller. In some cases, you receive or buy warranty from the seller or manufacturer (sometimes referred to as store warranty or manufacturer’s warranty). Such warranties must offer something extra on top of the statutory warranty.


ACM is committed to ensuring that markets work well for people and businesses, now and in the future. A well-functioning warranty system stimulates manufacturers and sellers to deliver high-quality products that last for a long time. After all, they will otherwise have to foot the bill for repairs or replacements. In this way, warranties help extend product lifespans and reduce waste.

      

    
          
                                          
                                  
                                      See also
                      
    

17-03-2026  Commitment decision of Seats and Sofas (in Dutch)Warranty only valid for two years? This is often not true! | ACM ConsuWijzer (in Dutch)Warranty | ACM (in Dutch)
            
                                  
                                
                  

                
          
          
          Publication characteristics
          
                                    
                Publication date
                17-03-2026
              
                      
                                    
                Publication type
                  News

              
                      

                                          
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                Keywords
                  Commitment,
  Warranty

              
                      
                                    
                Subjects
                  Consumer protection

Seats and Sofas to Compensate Consumers Following ACM Investigation

Dutch furniture retailer Seats and Sofas is set to refund consumers who faced additional costs when exercising their warranty rights. An investigation by the Netherlands Authority for Consumers and Markets (ACM) revealed that consumers had to bear costs for transporting faulty furniture or for service technician visits.

ACM's investigation was prompted by reports from the Dutch Consumers’ Association and other sources. The retailer will refund nearly 1,500 consumers a total of over 100,000 euros. Martijn Ridderbos from ACM emphasized that consumers are entitled to solutions free of charge when products are faulty.

As part of its commitment, Seats and Sofas will not charge customers for warranty-related services in the future. The company will also enhance its communication regarding warranty issues and provide training to employees on consumer protection rules.

ACM will monitor compliance with these commitments to ensure that consumers are treated fairly and that the warranty system functions effectively, promoting high-quality products and reducing waste.



Seats and Sofas to Compensate Consumers Following ACM Investigation

Dutch furniture retailer Seats and Sofas will refund consumers over warranty issues and adjust its warranty policy after an investigation by the Netherlands Authority for Consumers and Markets (ACM).