Custom Order Policy

Definition

A "Custom Order" at CouchHaus refers to any product that is made-to-order based on the customer’s specifications. This includes but is not limited to selecting the number of seats, fabric type, color, and any additional customizations such as unique dimensions or configurations. Custom Orders are specifically crafted to meet individual customer preferences and are not part of our standard inventory.

Cancellation Policy

Within 24 hours: Refund minus 10% fee.
After 24 hours (before shipping): Refund minus 30% fee.
After shipping (before delivery): Refund minus 50% fee and shipping costs.

View the full Return Policy: https://www.couchhaus.com/pages/refund-policy

Lead Time

At CouchHaus, each custom order is crafted with precision and care to meet your unique specifications. Please note the following details regarding the lead time for custom orders:

Standard Lead Time: The typical lead time for custom orders ranges from 8 to 12 weeks. This timeframe does not include weekends or holidays.
Extended Lead Time: In rare cases where a custom order exceeds 20 weeks from the date of the deposit or payment, the customer has the right to cancel the order for a full refund.
Production and Delivery: Production and delivery lead times are estimates and may be subject to change. We strive to deliver your custom furniture as quickly as possible while maintaining the highest standards of quality.
Customer Notification: You will be notified when your custom order is ready to ship. If you are unable to take delivery within 15 days of notification, warehouse storage charges may apply.
Delayed Delivery Service: In case of delays due to external factors beyond our control, such as weather events, pandemics, port strikes, labor disputes, or other unforeseen circumstances, CouchHaus will communicate updated delivery timelines to affected customers as soon as possible. While we strive to minimize any delays, please be aware that these events may impact our standard lead times.

For any questions or concerns regarding the lead time of your custom order, please contact our Customer Support team at hello@couchhaus.com.

Order Modifications

You have up to 72 hours following your order date to make changes to your order. Once a custom order has been received 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.

Warranty

Limited warranty for defects in materials and workmanship.
Warranty excludes negligence, misuse, accidents, abnormal use, modifications, improper cleaning, pet damage, and commercial use.
Visit our Limited Warranty page for full details.

Storage Charges

If the customer cannot take delivery within 15 days of being notified that the items are ready to ship:
- A storage charge of $50 per pallet per month will apply.
- Pallets are determined based on the size and volume of the items, and are determined at the discretion of CouchHaus.
If the customer is unreachable, unable, or unwilling to take delivery after 15 days of CouchHaus's effort to inform:
- The customer forfeits the non-refundable payment.
- CouchHaus has full discretion on how to handle the order’s items.