Refund policy

1. Return Window

You may request a return within 14 days of receiving your order.

To be eligible for a return, the item must be:

Clean, unused, and in its original condition
In its original packaging where possible
Not damaged, marked, assembled incorrectly, or used after delivery
Complete with all parts and accessories received with the order

Please contact us before returning any item. Returns sent without prior approval may not be accepted.

2. How to Request a Return

To request a return, please contact us using the details below:

Email: couch.com.uk@gmail.com
WhatsApp: 07594714353

Please include:

Your full name
Order number
Delivery address
Reason for return
Photos or videos of the product and packaging, if applicable

Our customer support team will review your request and confirm the next steps.

3. Return Collection & Return Cost

As sofas are large and bulky items, return collection charges may apply.

If you are returning an item because you changed your mind, ordered the wrong item, or no longer want the product, the customer is responsible for the return collection cost.

The return collection cost depends on your location, product size, and courier availability. We will confirm the return collection charge before arranging collection.

If the item is faulty, damaged, or incorrect due to our error, we will arrange a suitable solution, which may include repair, replacement, collection, or refund at no additional return cost to you.

4. Damaged, Faulty, or Incorrect Items

Please check your item carefully at the time of delivery.

If your item arrives damaged, faulty, or incorrect, please contact us within 24–48 hours of delivery with clear photos or videos showing the issue.

We may ask for photos of:

The full sofa
The damaged or faulty area
Packaging condition
Delivery label or order details

Once reviewed, we will offer a suitable solution. This may include replacement parts, repair, exchange, collection, or refund depending on the issue.

5. Items That Cannot Be Returned

We may be unable to accept returns if:

The item has been used
The item has been damaged after delivery
The item has been assembled, altered, or modified by the customer
The item is not in a returnable condition
The item was made-to-order, customised, or specially requested
The item cannot be collected safely due to access issues

This does not affect your legal rights if the item is faulty or not as described.

6. Refunds

Once your return has been collected and inspected, we will notify you whether your refund has been approved.

Approved refunds will be processed back to the original payment method used at checkout.

Refunds are usually processed within 2–5 working days after approval. Please note that your bank or payment provider may take additional time to show the refund in your account.

7. Non-Refundable Charges

The following charges are non-refundable where applicable:

Assembly service charges
Upstairs delivery charges
Failed delivery charges
Return collection charges for change-of-mind returns
Extra driver service charges paid directly to the driver

Assembly and upstairs delivery charges are separate driver service charges and are not standard product charges.

8. Failed Delivery or Missed Delivery

Please make sure someone is available to receive the delivery on the agreed date.

If delivery fails because no one is available, the address is incorrect, access is restricted, or the sofa does not fit through your entrance, hallway, staircase, or lift, additional delivery or return charges may apply.

Customers are responsible for checking measurements and access before placing an order.

9. Order Cancellation

If you want to cancel your order, please contact us as soon as possible.

If your order has not yet been dispatched or booked for delivery, we will try to cancel it and issue a refund.

If your order has already been dispatched, loaded, or booked with the delivery team, cancellation or return collection charges may apply.

10. Cash on Delivery Orders

For cash on delivery orders, return and refund arrangements may vary depending on the order and delivery status.

Please contact us directly if you placed a cash on delivery order and need help with a return, exchange, or cancellation.