Refund/Returns & Warranty Policy

Overview

Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Mattresses open are not eligible for returns.

Additional non-returnable items:

  • Items missing original packaging
  • Mattresses
  • Used items

To complete your return, we require a receipt or proof of purchase.

Please send us an email at [email protected] if you like to return the item we can send further instructions

There are certain situations where may only partial refunds are granted at our discretion:

  • Open and installed products
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 14 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, please email us at [email protected] for instructions

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at [email protected] for questions related to refunds and returns.

Warranty Policy

Warranty

We take immense pride in the craftsmanship of our products and stand firmly behind their structural integrity. Couchz.com provides a comprehensive one-year structural warranty, which covers manufacturing defects related to the structural components of the furniture.

Structural Warranty

  1. Coverage: Our one-year structural warranty assures coverage against manufacturing defects in the structural components of the furniture.
  2. Inclusions: This warranty encompasses any structural issues arising from manufacturing defects, such as frame or construction faults.
  3. Exclusions: Please note, the warranty does not cover issues related to fabric wear, softening of seats, or changes in appearance resulting from normal wear and tear or customer usage.

Manufacturing Defects Warranty

  1. Repair or Exchange: In the unlikely event of an eligible manufacturing defect, Couchz.com offers either repair or exchange of the product at our discretion.
  2. Coverage Period: The manufacturing defects warranty extends for one year, commencing from the date of delivery.
  3. Claim Process: To initiate a warranty claim for manufacturing defects, please contact our customer service team within the one-year coverage period. Provide order details, photographs depicting the defect, and any other necessary information for a prompt resolution.
  4. Shipping for Replacement: Please note, shipping costs for replacement or repair are not covered under the warranty and will be the responsibility of the customer.

We understand the importance of transparency in these matters and strive to ensure a fair and satisfactory experience for our valued customers. If you have any questions or require further clarification regarding our return or warranty policies, please don’t hesitate to contact our customer service team.

This detailed policy aims to provide clarity on the return procedure, warranty coverage, and exceptions, while also emphasizing the importance of careful consideration before purchase’s policies don’t override any local law that exist in the jurisdiction of customer residence

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