Return Policy

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.

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 16 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

You can not cancel your order once it has been set up for shipment.

Cancellation - Made-to-Order or Custom Orders

Once a custom order has entered production and moved to ‘In Production’ 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.

Order Modifications

Once the specifications of a custom order have been confirmed by the Customer, there is a 48-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) 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 only covered by Haus Limited Warranty for 90 calendar days. Strictly no exceptions will be made for Final Sale items.

What Does this Warranty Cover?

This warranty covers manufacturing defects in Couch Haus furniture.

How Long Does The Coverage Last?

This warranty starts from the date of delivery. This warranty lasts for 5 years on any metal or solid wood structural failures from residential, non-commercial usage. This warranty lasts for 1 year on any soft parts and workmanship related failures. Examples of failures covered in the 1 year warranty are threading, piping, buttons, rubber components, and parts with glue as adhesive, that come loose from residential, non-commercial usage.

What Will Haus Do?

For the 5 year warranty on metal or solid wood structural failures, Couch Haus will provide replacement part(s) at no charge with an estimated lead time of 16-20 weeks. The customer is responsible for any labour and/or shipping charges on the replacement part(s). For the 1 year warranty on soft parts and workmanship related failures, including threading, piping, buttons, rubber components, and parts with glue as adhesive, Haus will reimburse local repair charges under the conditions that 1) The repair service quote is first approved by CouchHaus and 2) CouchHaus does not guarantee the work performed by the local repair service, and cannot be held to further compensation in the event of dissatisfactory repair work.

What Does This Warranty Not Cover?

This warranty does not cover marble, paint, leather, metal finish, fabric, fiberglass, foams, plywood, rugs, veneers, cushioning, and coating materials. CouchHaus’ furniture that is not explicitly specified suitable for outdoor use is not covered for damage or defect from outdoor use. Any problem that is caused by other abuse, misuse or an act of nature (such as wind, flood, freezing water – including splitting and breakage from water accumulation in tubing), animal damage, burn marks (including those resulting from sunlight passing through glass filled with liquid which can at certain times act as a magnifying lens), fading, staining and mildewing of fabrics, compression of cushion fillings/fiber, and failure to take reasonable care of the furniture including proper care and maintenance is neither covered. Consequential and incidental damages are not recoverable under this warranty. Coverage terminates if you sell or otherwise transfer the furniture. If the products are removed from the mainland US & Canada the warranty is considered void.

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 only covered by Haus Limited Warranty for 90 calendar days. Strictly no exceptions will be made for Final Sale items.

How Do You Get Service?

For any warranty inquiries please contact us via email at hello@couchhaus.com making sure to include your order number, a description of the issue, and pictures or video of the product.

How Does Provincial Law Apply?

This warranty gives you specific legal rights. You may also have other rights which vary from state to state.

Changes to Terms and Conditions and to Site. Haus reserves the right to modify or change the terms of use of this site with or without notification.

 

COVID-19 Delays

We are experiencing higher than average order volume and you may experience delayed deliveries as a result. While we do our best to mitigate delays, the global supply chain has been disrupted due to COVID-19. Things like port congestion, customs delays, shipping container shortage, and global shipping crisis may affect your order. Our team is working hard to deliver your orders in a timely manner. Thank you for your patience.

 

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 16-20 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 30 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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