Return Policy

We want you to be overjoyed with your new purchase. If for any reason you are unsatisfied with a product you can email us at hello@couchhaus.com and our team will provide all of the details for initiating a return, if eligible.

As soon as the returned product(s) are received back to our warehouse in good condition our team will issue your refund. In order to process your return as quickly as possible we ask that your order number is clearly marked on all boxes for our warehouse team. Please note that the shipment of a return is to be independently arranged and covered by the customer, with products received back to our warehouse within 30 days from the delivery or pick-up date. Just like most return policies we are only able to accept returned items that are in the original packaging with like-new condition. This means that products with any scratches, stains, damages, or modifications cannot be returned. Please note that Standard Shipping and White Glove Shipping charges from the original order are not able to be refunded once these services have been provided by the carrier.

We are only able to issue refunds via the original method used for payment on the order. If the original method of payment is no longer available, we would be happy to issue a store credit equal to the amount of the refund.

Custom orders, products on sale, products marked as Final Sale, lighting, mirrors, and polycarbonate items are not able to be returned or refunded. Any item marked as "Final Sale" is not covered by our usual Haus Limited Warranty.

Damaged or Defective Items

We stand behind the quality of products we sell. While cases are rare, damages and defects do happen once in a while.

• Unbox and inspect item(s) upon delivery
  
  
• If damage is noted, accept delivery and sign off with the carrier "damaged upon arrival"
  
  
• Photograph the item and packaging.
  
  
• If an item or part is structurally damaged and completely or partially unusable, refuse delivery of the damaged item or part only
  
  
• Do not refuse undamaged items or parts, you are responsible for all redelivery costs, including but not limited to storage fees
  
  
• To file a claim please send an email to hello@couchhaus.com with the Subject as follows: "Claim - Order #XXXX". Replace the XXXX with your respective order number.
  
  
• Claims received in excess of (3) calendar days beyond the delivery will not be accepted
  
  
• Photographs must be clear and attached to your claim within (3) calendar days
  
  
• Damaged items or parts that were not refused upon delivery will not be provided a refund, however will be subject to a free replacement.
  
  

• We will send a replacement via Standard Shipping, offer a blemish discount, or offer local repair reimbursement at our discretion. In the event of a replacement, items with structural damage and/or determined unusable will be fully replaced with an in-stock item where possible; items with aesthetic blemishes will be subject to a custom order replacement; if the items are not in stock they will be reproduced and replaced upon receipt at our warehouse. Please note this may take upwards of 12 weeks.
  
  

• Damaged items or parts that were not refused upon delivery will not be provided a refund, however will be subject to a free replacement.
  
  

• The customer may be responsible for any labor and/or shipping of parts/(s)
  
  

• Couch Haus’ furniture is for indoor use only, unless explicitly specified, and as such will not cover the costs for damaged or defective items in the event that the furniture was made damaged or defective as a result of customer negligence

• If you do not accept any of our solutions to the case, you will be responsible for the safe return of the items (s) under our return policy
  
  
• In the event Haus deems all resolution attempts have failed, Haus reserves the right at any time to cancel and refund the damaged or defective item in full, less all associated shipping charges
  
  
• All items marked as Final Sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are not covered by Haus Limited Warranty. Strictly no exceptions will be made for Final Sale items

Order Cancellation

Cancellation - Unshipped (In Stock)

You can cancel your order for a full refund before the order is set up for shipment, if the product is in stock. Please note that this does not apply to Custom Orders, Products on Sale, or products marked as Final Sale. Anything returned from buyer's remorse will be subject to a 15% restocking fee. This fee cannot be waived. 

Cancellation - Shipped (In Stock)

You can not cancel your order once it has been set up for shipment. This will be moved to the 'Processing' order status.

Cancellation - Made-to-Order or Custom Orders

Once a custom order has entered production and moved to ‘Production’ order status, all costs of production have been incurred and therefore a cancellation is no longer possible and the balance paid cannot be refunded.

If a cancelled order contains a voucher, this voucher is considered void and will not be reinstated. If an order is cancelled from which a voucher was generated, the refund amount will be adjusted accordingly.

If you have already received your customer order please refer to the Return Policy above as a cancellation or refund is not longer available.

Cancellation - Partial Payment, In Process and/or Pending Production

You can not cancel your order once it has been placed. Please note that this applies to Custom Orders, Products on Sale, or products marked as Final Sale

Order Modifications

Once the specifications of a custom order have been confirmed by the Customer, there is a 72 hour grace period for any additional changes. After the grace period the order will be automatically entered into production and modifications are no longer possible and any requests made to change dimensions of the custom order will be denied.

Refunds

Refunds can only be issued via the method of the original purchase. If original method of payment is no longer available, we will issue store credit equal to the amount of the refund. It may take up to 5 business days for credit to appear. Please note a 15% restocking fee will be deducted from the total. Couch Haus cannot be held responsible for third party costs. Returns received past 30 days from the date of receipt and/or not received in original condition cannot be refunded. Shipping charges, custom and special order furniture, non-stock items, lighting and polycarbonate are non-refundable. Standard Shipping, Express Shipping, and White Glove Delivery Service charges are not refundable. We do not accept any returns or exchanges on custom and special order furniture.

All items marked as Final Sale (i.e., custom orders or products on-sale or orders that use a discount code) are non-refundable, cannot be canceled and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are only covered by Haus Limited Warranty for 90 calendar days. Strictly no exceptions will be made for Final Sale items.
 

Price Adjustment Policy

We understand that finding a better price on an item shortly after your purchase can be frustrating. That's why we offer a Price Adjustment Policy to ensure you're satisfied with your shopping experience.

Policy Overview:

Eligibility: Customers who have made a purchase on CouchHaus.com are eligible for a price adjustment if the same item is available at a lower price on our website within seven (7) days of the original purchase date.

Qualifying Criteria:

• The item for which a price adjustment is requested must be identical to the one originally purchased, including model, size, color, and specifications.
• Price adjustments will only be honored for the current selling price on CouchHaus.com. They do not apply to prices from third-party sellers or external websites.
• Clearance, liquidation, or special promotion items may not be eligible for price adjustments.

Submitting a Price Adjustment Request:

To request a price adjustment, customers must contact CouchHaus.com Customer Service within the seven (7) day leniency period from the original purchase date.

Customers can reach out to our Customer Service team via email (hello@couchhaus.com) to initiate the price adjustment request.

The following information must be provided when requesting a price adjustment:

• Order number
• Product name and details
• Current lower price and the URL or proof of the lower price on CouchHaus.com

4. Processing Time and Method:

Once a price adjustment request is submitted with all necessary information, our Customer Service team will review the request within 3-5 business days.

Approved price adjustments will be provided in the form of a refund to the original payment method used for the purchase.

Customers will be notified via email regarding the status of their price adjustment request.

5. Policy Exceptions:

CouchHaus.com reserves the right to deny a price adjustment request if the terms and conditions of this policy are not met.

Price adjustments will not be granted after the seven (7) day leniency period has elapsed.

Note: This Price Adjustment Policy is subject to change at the discretion of CouchHaus.com without prior notice.

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 8-12 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 20 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.

 

Buy Now, Decide Later (“BNDL”) Policy

The following terms and conditions apply to the Buy Now, Decide Later (“BNDL") option offered by CouchHaus:

1. Offer Description: The BNDL option permits customers to purchase a Comfy Couch at a discounted rate with the ability to select the fabric at a later date.

2. Payment Terms: Upon opting for the BNDL option and placing an order, the customer will be charged the full amount of the purchase. This charge is immediate and non-refundable as per the conditions of the final sale.

3. Purchase Agreement: By opting for BNDL, the customer agrees to complete the purchase of the selected Comfy Couch configuration, subject to the terms herein.

4. Fabric Selection: The customer shall have the right, but not the obligation, to select a fabric for the purchased Comfy Couch within thirty (30) calendar days from the date of the original purchase transaction. Fabric selection is to be communicated to CouchHaus via email.

5. Default Fabric Selection: In the event that the customer does not select a fabric within the thirty (30) calendar day period, the Comfy Couch will be produced and delivered in the default colour and fabric as per the original purchase details.

6. Final Sale and Non-Cancellation: All BNDL orders are considered Custom Orders and are deemed final upon purchase. They are non-refundable and cannot be cancelled post-purchase.

7. Modification of Terms: CouchHaus reserves the right to modify these terms at any time without prior notice. Continued use of the BNDL option following any such modifications constitutes the customer’s acceptance of the new terms.

Customers are encouraged to contact CouchHaus customer support for any queries or clarifications regarding the BNDL policy.