Refund policy
Returns, Exchanges & Refund Policy
At Couchy, we want every customer to be confident in their purchase. Because many of our pieces are one-of-a-kind, professionally cleaned, and cannot simply be replaced, we encourage customers to carefully review measurements, photos, and ask any questions before purchasing.
All Sales Are Final
All sales are considered final once an order has been accepted and the furniture has been picked up or delivered.
Returns, refunds, and exchanges are not guaranteed and are only considered at Couchy's sole discretion in rare or extenuating circumstances.
Measuring Your Space
Customers are responsible for ensuring that the furniture they purchase is suitable for their home, including room size, layout, entryways, stairways, elevators, and other access points.
Couchy is happy to provide dimensions, additional photos, and answer any questions before purchase. Furniture that does not meet a customer's personal preferences after delivery—including size, layout, or appearance within the room—is not considered defective and does not automatically qualify for a return, refund, or exchange.
Returns & Exchanges
If Couchy approves a return or exchange as a one-time courtesy exception, the following conditions apply:
- The furniture must be returned in the same condition in which it was delivered.
- The furniture must be free of new damage, stains, odors, pet hair, excessive wear, missing components, or other changes in condition.
- Couchy reserves the right to inspect the furniture before approving any refund, credit, or exchange.
- Approved returns or exchanges may be subject to applicable pickup, delivery, restocking, inspection, cleaning, and processing fees.
Approval of one exception does not establish a policy or guarantee future exceptions.
Refunds & Store Credit
If Couchy approves a refund or exchange:
- Applicable pickup, delivery, restocking, inspection, cleaning, processing, or other approved fees may be deducted from the refund amount.
- If the replacement furniture is less expensive than the original purchase, any remaining balance will be refunded after applicable fees have been deducted.
- If the replacement furniture is more expensive, the customer is responsible for paying the difference.
- Approved refunds will generally be issued using the original payment method.
Delivery & Return Transportation
If a return or exchange is approved:
- Couchy may arrange pickup for an applicable fee, or
- Customers may return the furniture to our warehouse by appointment if approved in advance.
All returns and exchanges must receive written approval from Couchy before any transportation is arranged.
Refund Processing
Approved refunds are processed as quickly as possible. Depending on your financial institution or payment provider, it may take several business days for funds to appear in your account.
Online Purchases
Customers purchasing furniture without first viewing it in person should review our Couchy Guarantee, which outlines the additional protections available for eligible online purchases.
Questions
If you have questions about your purchase or would like Couchy to review a request for a return or exchange, please contact us using the same method you originally purchased the furniture or email hello@couchy.com.