Custom Order Policy

Custom Order Policy

A 'Custom Order' is defined as any product that is made-to-order, or any product that was not in-stock and readily available to ship at the time of purchase.

Custom orders are deemed Final Sale and are not able to be returned or refunded.

Full payment is required for custom orders. Once production has commenced all costs of production have been incurred therefore a cancellation is no longer possible, and the custom order cannot be refunded. The custom order lead time is estimated at 12-16 weeks. This does not include weekends or holidays.

Production and delivery lead times are estimates and subject to change. In the unlikely case of a custom order exceeding 24 weeks from the date of the deposit or payment, the customer has the right to cancel the custom order for a full refund or the deposit. 

Once a custom order has been submitted there are no guarantees that they are able to be modified. Charges may apply to approve any production modifications.

Your credit card will be automatically charged for outstanding payments according to our Store Policy, including but not limited to overdue invoices and additional charges. 

The HAUS Guarantee applies to custom orders only to the extent of defects or damages. Custom orders are not able to be returned or refunded based on buyer’s remorse.

If the customer is unable to take delivery of the order’s item within 15 days of being contacted that the items are ready to ship, warehouse storage charges will be applied to the customer. If the customer is unreachable by phone and/or email, unable, or unwilling to take delivery of the items after 15 days of CouchHaus's effort to inform the customer of delivery, the customer forfeits the non-refundable deposit paid and CouchHaus has full discretion on how the order’s items are to be handled. 

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