Returns, refunds & cancellations
Buy with confidence
The short version is below. The full policy follows, so you know exactly where you stand before you order.
14-day returns on ready-to-ship (US stock) itemsDamage? Tell us within 48 hoursRefunds in 7–10 business days
Ready-to-ship (US stock) items
14-day returns
Changed your mind? Return it within 14 days of delivery, unused and in its original packaging, for a refund.
Made to order & custom
Made just for you
Built to your choice of size, fabric or leather, so they can't be returned unless they arrive damaged or defective. That's why we send you photos of your finished sofa before it ships.
Arrived damaged?
We make it right
Tell us within 48 hours with a few photos. We repair, replace or refund, and we cover return shipping on damaged or defective items.
Cancelling an order
Changed your mind before it ships?
Free cancellation depends on where your order is.
Signature, within 24 hours
Cancel free of charge within 24 hours of ordering, before production begins.
Signature, after 24 hours
Production has begun. If you still need to cancel, a 30% cancellation fee applies to cover materials and labour; the rest is refunded.
Ready-to-ship items
Free to cancel until the order enters the shipping process.
To cancel, email hello@couchery.com with your order number, or message us in the chat.
How to return an item
Step 1
Contact us
Email
hello@couchery.com with your order number within 14 days of delivery. Items sent back without a return request first can't be accepted.
Step 2
Pack it up
Unused, in its original condition and packaging, with proof of purchase. Signs of use or damage may reduce your refund.
Step 3
Ship it back
We send you return instructions. Returns are collected from the original delivery address. For non-defective returns, return shipping is paid by you.
Refunds
Once we receive and inspect your return, we let you know whether it's approved. Approved refunds go back to your original payment method within 7–10 business days. Your bank or card provider may take a few extra days to show it.
If it's been more than 15 business days since your return was approved and you still don't see the refund, email hello@couchery.com.
Damaged, defective or wrong item
Please open and inspect your order as soon as it arrives. If anything is damaged, defective or not what you ordered:
- Tell us within 48 hours of delivery
- Send a few clear photos (and a short video if it helps) with a short description
- We'll repair, replace or refund, whichever fits, and cover return shipping on damaged or defective items
Warranty
Our Signature recliners and electric sofa beds come with a warranty of up to 3 years on the mechanical components. If something stops working, email us your order number and a short video of the issue.
Items that can't be returned
- Made-to-order and customised pieces (unless damaged or defective)
- Sofa-in-a-box items shipped from our partner workshop (unless damaged or defective)
- Clearance and promotional items, and anything bought with a discount code of 30% or more (final sale)
- Gift cards
- Items bought from third-party resellers rather than couchery.com
Exchanges
The quickest way to swap is to return the item you have and, once the return is accepted, place a new order for the one you want.
Customers in the EU and UK
You can cancel or return ready-to-ship and sofa-in-a-box items within 14 days of delivery without giving a reason. They must be unused, in the condition you received them, in their original packaging, with proof of purchase. This right does not apply to made-to-order Signature pieces, which are built to your own specifications (EU Directive 2011/83/EU, Art. 16(c); UK Consumer Contracts Regulations 2013, reg. 28). Damaged or defective items are always covered.
Not sure about the colour?
Order fabric and leather swatches before you buy, so there are no surprises:
see swatches.
