Return Policy

At CouchHaus, we are committed to the quality of our custom-made furniture and your complete satisfaction. Please read our return policy below for comprehensive information on returns, cancellations, and any related fees.

General Conditions

• All returned items must be in their original condition.
• Return shipping costs are the responsibility of the customer.
• Upon return, your merchandise will be inspected, and appropriate credits and/or refunds will be issued for your order and any applicable taxes in accordance with provincial law.

Cancellation and Return Policy

 

Canceling within 24 hours	Canceling after 24 hours & BEFORE shipment	Canceling after the item has shipped, BEFORE delivery	Furniture returns after delivery
Cancel within 24 hours of placing your order to receive a  refund of the order’s subtotal, minus a 10% processing fee.	Orders canceled after 24 hours but before shipment will receive a refund of the order’s subtotal, minus a 30% processing fee.	Orders canceled after shipment but before delivery will receive a refund of the order’s subtotal, minus a 50% processing fee and any incurred shipping fees.	Once your furniture has been delivered, you have 30 days to return it and receive a refund of the order’s subtotal, minus a 50% processing fee and shipping fees incurred. Customers are responsible for return shipment costs.

Additional Return Policy Details

To provide fast and free shipping, reduce waste, and responsibly recycle or refurbish returned items, we charge a return shipping fee equal to 10% of the product's purchase price, provided the original packaging is intact. If the original packaging is not available, the fee is 20% of the purchase price. The fee is always capped at $500 per returned order.

Refunds will be issued to the original payment method within 72 hours of confirmation that our fulfillment partner has received your return. Depending on your financial institution, it may take up to 2 weeks to receive your refund.

How to initiate a return

Please begin by completing the Return Form. 

Once completed, our Customer Experience team will contact you within 24-48 hours with next steps. CouchHaus will either send a return shipping label or schedule a return pickup. CouchHaus reserves the right to choose the method of return.

The return process must be initiated within 30 calendar days of receipt for all products. Receipt is defined as the date the last package for an individual product is delivered, as confirmed by the shipping carrier, and not the date the order is unboxed.

Note: Photos clearly depicting the issue are required for any damaged or defective product returns or replacement requests. Without photos, CouchHaus reserves the right to assess the validity of the return and/or a return shipping fee.

Exceptions

Clearance Items

Clearance items are final sale and are not eligible for returns, except for items arriving damaged and documented by the carrier.

Clearance items are not eligible for warranty claims unless reports of defects are submitted within 14 days of delivery. Cosmetic damage is not covered.

Damaged Items

CouchHaus is proud of our quality and craftsmanship. In the rare event that your item arrives damaged or defective, please contact us upon receipt, and we’ll make things right.

Photos clearly depicting the issue are required for any damaged or defective product returns or replacement requests.

Without photos, CouchHaus reserves the right to assess the validity of the return claim and/or a return shipping fee.

Return Eligibility

Products must be in usable condition (e.g., no stains, tears, burns, pet damage, odors, or other soiling, etc.) to be eligible for return. Usable condition is determined solely at CouchHaus’ judgment. Returns are accepted or rejected at CouchHaus’ sole discretion. CouchHaus may request descriptions and/or images of the products to determine the state of said products prior to accepting returns. Failure to comply with CouchHaus’ requests for any reason may result in CouchHaus’ refusal of return.

We only accept returns from areas of Canada that we ship to.

Missing an appointment for a return to be picked up from your address will incur a fee. This fee will be disclosed at the time CouchHaus schedules a pickup on the customer’s behalf.

Individually purchased Replacements or add-ons that were not part of your original order are not eligible for returns.

Slight color variation (to be solely determined by CouchHaus) and level of comfort or firmness are considered a matter of preference and not a defect. Products may be returned within the return window for these reasons but will incur a processing and return shipping fees as described above.

Failure to complete the returns process within 1 week of being provided instructions from CouchHaus may result in CouchHaus’ refusal of return.

Warranties

• Warranties are valid only when products are used for their intended purpose and exhibit normal use. CouchHaus’ limited warranty does not cover defects or damage resulting from the following:
• Negligence
• Misuse
• Accidents
• Abnormal use
• Modifications
• Improper cleaning
• Pets
• Commercial use

View the full warranty coverage: here.

Please note that replacements cannot be shipped internationally. This policy is effective as of July 2, 2024, and applies to all orders placed from that date onwards.

Click here to view the old Refund Policy.