The Couch House LLC- New Furniture Purchase, Pickup & Delivery Policy

By purchasing new furniture from The Couch House LLC, the customer acknowledges and agrees that, regardless of whether the purchase is made in person, online, by telephone, or through any other method, they have read, understood, and accepted the following policies, terms, and conditions.

1. Return Policy

Furniture purchases may be returned within seven (7) calendar days from the date of pickup or delivery.

To be eligible for a return, the item must:

• Be in substantially the same condition as when received.
• Be free from stains, odors, pet damage, tears, excessive wear, alterations, or other damage
• Include all original accessories, parts, cushions, hardware, and documentation.
• Be accompanied by the original proof of purchase.

All approved returns are subject to a thirty percent (30%) restocking fee.

No exchanges are permitted under any circumstances.

After the seven (7) day return period has expired, all sales become final, and no refunds, returns, exchanges, or cancellations will be accepted except where required by applicable Connecticut law.

Items Not Eligible for Return

The following items are not eligible for return:

• Clearance merchandise
• Outlet merchandise
• Final sale merchandise
• Negotiated or specially discounted merchandise
• Mattresses, bedding products, and foundations
• Special-order or non-stock items
• Individual sectional pieces
• Merchandise sold "As-Is"

Return Authorization Process

Customers must contact The Couch House LLC within seven (7) calendar days of pickup or delivery to request return authorization.

• The Couch House reserves the right to request photographs and supporting documentation before approving a return.
• Returns submitted without prior authorization may be refused.
• Approval of a return request does not guarantee approval of a refund. All returned merchandise will be inspected upon receipt before any refund is issued.

2. Missing Hardware Notification (48 Hours)

If furniture requiring assembly is discovered to have missing hardware (including but not limited to feet, bolts, screws, brackets, or other assembly parts), the customer must notify The Couch House within 48 hours of pickup or delivery.

Customers may be required to provide:

• Photos of the item
• Photos of packaging and hardware contents
• Proof of purchase

After the 48-hour period, replacement parts cannot be guaranteed. The Couch House will assist the customer in requesting replacement parts from the manufacturer when applicable.

3. Manufacturer Warranty

All new furniture sold by The Couch House includes the applicable manufacturer's warranty.

• Ashley Furniture products are covered by Ashley Furniture's One-Year Limited Warranty.
• Mattresses are covered by manufacturer warranties that vary by model and may range from 1 to 10 years.

Warranty coverage is subject to the manufacturer's terms, conditions, limitations, and exclusions. Detailed warranty information for specific products is available upon request or on the manufacturer's warranty documentation.

Warranty Period

The manufacturer's warranty period begins on the date the furniture is picked up and signed for by the customer or the customer's representative(18+ yrs), or on the date the furniture is delivered, set up (if applicable), and signed for by the customer or authorized recipient.

Warranty Terms

Manufacturer warranties apply only to defects in materials and workmanship under normal residential use and are valid only for the original purchaser. Warranties are non-transferable.

What Is Covered

• Manufacturing defects in materials or workmanship.
• Structural defects resulting from normal residential use.
• Defective components caused by manufacturing issues.

What Is Not Covered

• Normal wear and tear.
• Changes in comfort preference.
• Damage caused by misuse, abuse, stains, burns, cuts, pets, accidents, or improper support.
• Commercial use unless specifically permitted by the manufacturer.
• Damage occurring during transportation or handling after delivery.
• Damage caused by moving the furniture after delivery or customer pickup.

Additional Warranty Conditions

• Prohibited Use
  Warranties are void if the furniture is used for commercial purposes, outdoors, or in any manner inconsistent with its intended use.
• Moving Furniture After Delivery
  Any damage caused by moving the furniture after delivery is the customer's responsibility and is not covered under warranty.
• Proper Maintenance
  Customers are responsible for maintaining the furniture according to the care instructions provided by the manufacturer. Failure to follow care instructions may void warranty coverage.
• Product Updates or Discontinuation
  The Couch House LLC reserves the right to update or discontinue products at any time. Product changes may affect the availability of replacement parts, repairs, or warranty replacement options.
• No Transfer of Warranty Services
  Warranty coverage and warranty services are non-transferable and cannot be assigned, sold, or transferred to another party.
• Compliance with Manufacturer Guidelines
  Customers are responsible for following all manufacturer guidelines regarding use, care, maintenance, weight limits, assembly, and operation. Failure to comply can void warranty coverage.

Warranty Claims

To submit a warranty claim, the customer must provide:

• Photos and/or videos clearly showing the defect.
• A written explanation of the issue.
• The product serial number, law tag, or part number, if available.
• Proof of purchase.

All warranty claims must be submitted by email only to: info@couchhousect.com

All warranty claims are reviewed and approved solely by the manufacturer. The Couch House assists customers with submitting warranty claims but does not determine claim approval, deny claims, or provide warranty coverage beyond that offered by the manufacturer.

Additional Information

For the latest and most up-to-date version of our policies, please visit our website and review the Policy section.

For detailed information regarding specific manufacturer warranties, including mattress warranties and warranty terms for individual products, please visit our website or contact The Couch House directly. : https://couchhousect.com/pages/policies 

4. Pickup & Delivery Policy

Scheduling Pickup or Delivery

• Pickup or delivery must be scheduled within 48 hours of purchase unless another date is agreed upon at the time of purchase.
• The Couch House cannot hold merchandise indefinitely. Items not picked up by the scheduled date will be subject to resale and deposit forfeiture.

Estimated Delivery Dates

• All estimated delivery dates provided are approximate and subject to change due to circumstances beyond our control (including supply chain delays, manufacturer delays, or natural events).
• If a delay occurs, The Couch House LLC will notify the customer and provide an updated timeline.

Customer Responsibility for Fit

• Customers are responsible for ensuring that furniture will fit through doorways, staircases, hallways, elevators, and into the intended room prior to purchase and delivery.

Data Accuracy

• Customers are responsible for providing accurate delivery and contact information. The Couch House LLC is not responsible for delays caused by incorrect information provided by the customer.

While The Couch House may provide general guidance or consultation regarding measurements, we cannot guarantee that furniture will fit in every situation due to unforeseen circumstances, including tight turns, staircases, building restrictions, or structural limitations.

If furniture cannot fit into the home or intended space due to measurement issues, tight entryways, access restrictions, or unforeseen circumstances, any approved return will be governed by The Couch House LLC's Return Policy, including applicable restocking fees and non-refundable delivery or service charges. Customers are responsible for verifying measurements prior to purchase.

5. Delivery Completion Policy

Delivery by The Couch House

For deliveries performed by The Couch House delivery team, the delivery is considered successfully completed and final only after:

• The furniture has been delivered to the customer's residence
• The furniture has been placed in the agreed location and set up, if applicable
• The customer or authorized representative(18+) inspects and signs the delivery confirmation, acknowledging receipt and condition of the furniture

Once delivery has been completed and signed for, the merchandise is considered accepted in accordance with Connecticut General Statutes §42a-2-606 (Acceptance of Goods).

Acceptance of delivery by the customer, a third party, family member, friend, or any individual present at the delivery location acting on the customer's behalf will be considered valid acceptance of the merchandise.

After acceptance and signature, the customer assumes responsibility for the furniture. Customers may request a return within the applicable return period in accordance with The Couch House LLC's Return Policy. After the return period expires, the customer may only be entitled to remedies available under any applicable manufacturer's warranty.

6.  Failed Delivery / Customer Unavailable

Customers are responsible for ensuring that they or an authorized representative (18+) are present at the delivery location during the scheduled delivery window listed on the sales receipt or otherwise communicated by The Couch House LLC.

If The Couch House delivery team arrives at the delivery address within the scheduled delivery window and no customer or authorized representative(18+) is available to accept delivery, the delivery attempt will be considered completed for purposes of the delivery service.

Delivery charges become non-refundable once the delivery team departs from The Couch House warehouse or store location. No refund will be issued for delivery fees associated with a failed delivery attempt caused by customer unavailability.

If the customer wishes to reschedule delivery after a failed delivery attempt, an additional delivery fee will apply and must be paid prior to the rescheduled delivery.

If the customer chooses not to reschedule delivery and instead requests a return or cancellation of the order, the request will be processed in accordance with The Couch House LLC's Return Policy. Eligible refunds will be subject to a 30% restocking fee, and all delivery charges previously incurred shall remain non-refundable.

7. Third-Party Pickup & Delivery

If the customer chooses to use a third-party delivery company, moving company, friend, family member, or other representative(18+) to transport furniture, the individual picking up the merchandise must sign a pickup confirmation acknowledging receipt of the item in acceptable condition.

Once the merchandise leaves The Couch House LLC with a third party, The Couch House LLC is not responsible for any loss, damage, delays, or issues that occur during transportation, handling, storage, or delivery.

Any damage claims arising during transportation or delivery by a third party must be made directly against the third-party carrier or individual responsible for transporting the merchandise.

Customers remain subject to The Couch House LLC's Return Policy. However, The Couch House LLC reserves the right to deny any return request if the merchandise is returned damaged, altered, excessively worn, improperly transported, or otherwise not in substantially the same condition as when it left the store.

The customer assumes all risk of loss or damage once the merchandise has been released to the third-party carrier, representative(18+), or delivery service designated by the customer.

8. Pickup Transportation Responsibility

Customers picking up furniture must ensure they have a vehicle large enough and properly equipped to safely transport the item.

The Couch House does not provide:

• Moving blankets
• Tie-down straps
• Packaging materials

Store associates may assist with loading, but customers assume full responsibility for securing the merchandise.

The Couch House is not responsible for damage to merchandise, vehicles, or property during loading or transportation.

Assistance with Loading

Our associates may assist with loading merchandise into a customer's vehicle. However, The Couch House LLC reserves the right to refuse assistance if there is a risk of injury or unsafe loading conditions.

Any assistance provided will be done using only the materials and equipment supplied by the customer. It is the customer's sole responsibility to properly secure the merchandise before leaving the premises.

9. Return Upon Delivery

Once delivery has been completed or attempted, the delivery service is considered final, and all delivery charges are non-refundable.

If a customer refuses delivery or requests cancellation upon arrival due to reasons including, but not limited to:

• Furniture not fitting the space
• Customer change of mind
• Measurement errors
• Access issues

The delivery fee remains non-refundable, as the delivery service has already been performed or attempted.

If the customer refuses the merchandise before the delivery team leaves the premises and before a delivery acceptance signature is obtained, the merchandise may be returned to The Couch House LLC subject to a 10% restocking fee.

Once the customer or the customer's authorized representative(18+) signs the delivery confirmation and the delivery team leaves the premises, the delivery is considered completed and final.

For delivered items, the customer's applicable return period begins upon successful delivery. Customers may request a return within seven (7) calendar days of delivery, subject to the return eligibility requirements outlined in this policy.

If a return is approved, any refund or financing/lease cancellation will be processed in accordance with the terms of the applicable financing provider and this return policy. Delivery charges are non-refundable and will not be credited or refunded under any circumstances once delivery has been attempted or completed.

**The restocking fee may be deducted from the refund amount or charged separately at The Couch House LLC's discretion.** 

10. Return Transportation & Pickup Service

The customer is responsible for returning approved merchandise to The Couch House LLC.

As a courtesy, The Couch House LLC can offer pickup services for approved returns. Customers requesting a return pickup will be charged $1.00 per pound for each furniture piece being returned, plus a 30% restocking fee. These charges will be deducted from any eligible refund amount.

• Pickup fees must be paid in full prior to pickup.
• Pickup fees are non-refundable.
• Delivery fees are non-refundable.
• Assembly fees, labor fees, financing fees, and other service charges are non-refundable.
• The weight used to calculate pickup fees shall be based on the product weight published by the manufacturer in its specifications, product documentation, or official website. The Couch House LLC reserves the right to rely on manufacturer-provided weight information when calculating pickup charges.

The Couch House LLC reserves the right to deny a pickup request if:

• The furniture appears damaged, stained, altered, excessively worn, or otherwise not in returnable condition.
• The customer fails to provide requested photographs or information.
• The pickup location presents safety concerns or accessibility issues.

Approval of pickup service does not guarantee approval of the return. All returned merchandise will be inspected upon arrival.

If returned merchandise is found to be damaged, excessively worn, missing parts, stained, altered, or otherwise not in substantially the same condition as when delivered, The Couch House LLC may deny the return and refuse the refund.

11. Cancellation Policy for Orders

We understand that plans can change, especially when purchasing furniture for your home.

Because furniture orders involve inventory allocation, vendor confirmations, scheduling, delivery planning, and administrative processing, cancellation eligibility and refund amounts may vary depending on the stage of the order.

Cancellation Window

To request a cancellation, please contact The Couch House LLC within forty-eight (48) hours of placing your order.

Phone: (203) 449-9012

Email: info@couchhousect.com

Order Confirmation & Payment Processing

After an order is placed, a member of The Couch House team may contact the customer to verify order details and confirm accuracy.

• Payment will be processed upon customer confirmation or forty-eight (48) hours after the initial transaction, whichever occurs first.

Cancellation Fees For In Store Purchases

Cancel Within 24 Hours

• Orders canceled within twenty-four (24) hours are eligible for a refund minus a three percent (3%) processing fee.

Cancel After 24 Hours

• If the order has not been prepared, assigned, or scheduled: Refund minus a three percent (3%) processing fee.
• If the order is ready for delivery, scheduled for delivery, assigned for shipment, in transit, or otherwise prepared for fulfillment: Refund equals ninety percent (90%) of the purchase amount (a 10% processing fee) 

Delivery fees, logistics fees, and service fees are non-refundable once service is completed.

Cancellation Fees For Online Orders

Cancel Within 24 Hours

Online orders canceled within twenty-four (24) hours of purchase are eligible for a refund to the original payment method, minus a five percent (5%) cancellation fee.

Cancel After 24 Hours

Orders canceled after twenty-four (24) hours are also subject to a five percent (5%) cancellation fee, provided the order has not been prepared, assigned, scheduled, shipped, or submitted to the manufacturer.

Cancel After 24 Hours and processed for Shipping

If the order has already been prepared, assigned, scheduled, ordered, processed, or submitted to the manufacturer, the cancellation will be subject to a ten percent (10%) cancellation fee.

Customers must contact The Couch House or schedule pickup within twenty-four (24) hours of placing the order. If no contact is made and pickup is not scheduled within that time, The Couch House may cancel the order and refund the payment to the original payment method minus a five percent (5%) cancellation fee.

Orders placed by customers located outside The Couch House’s reasonable pickup or service area will be canceled. Any approved refund will be returned to the original payment method minus the applicable cancellation fee.

Orders Paid Through Third-Party Financing

Orders paid through ANY third-party financing provider are subject to a ten percent (10%) cancellation fee, regardless of whether the cancellation is requested before or after twenty-four (24) hours.

**Third-party financing providers include, but are not limited to, Affirm, Shop Pay Installments, Synchrony, and any other outside financing company used to complete the purchase.**

By placing an online order and checking the acknowledgement box at checkout, the customer confirms that they have read, understood, and agreed to this Online Order Cancellation Policy.

Special Orders & Backordered Items

• Any furniture item not currently in stock and requiring manufacturer ordering is considered a Special Order item.
• Backordered items are also considered Special Order items.
• Once assigned for shipment or released into fulfillment, any approved cancellation will be subject to restocking, freight, handling, and reverse logistics charges.

Refund Processing

• Approved refunds will be issued to the original payment method.

The Couch House LLC's Right to Cancel

• The Couch House LLC reserves the right to cancel orders due to inventory issues, supplier issues, pricing errors, fraud concerns, delivery limitations, or logistical constraints. In such cases, a full refund will be issued.

12. Delivery & Drop-Off Labor Policy

Delivery includes only the services agreed upon at the time of purchase.

White Glove Delivery

White Glove delivery will include:

• Delivery to the home
• Placement in the designated room
• Assembly of the furniture
• Removal of packaging materials

Drop-Off Delivery

Drop-Off Delivery is a curbside-style service and includes only delivery of the merchandise to one of the following locations at the delivery address:

• Front entrance of the home

• Porch

• Garage

Drop-Off Delivery does not include:

• Entry into the home

• Placement in a room of choice

• Assembly or installation

• Removal of packaging materials

• Moving existing furniture

• Disposal of old furniture

Additional Labor Requests

Additional services requested during delivery will incur additional charges, including:

• Moving existing furniture
• Removal of old furniture
• Carrying items up additional floors
• Disposal services

These charges must be paid at the time of service.

13. Direct Payment to Employees

If a customer provides direct payment to The Couch House employees for additional labor, or if additional work is performed outside the agreed delivery service, such work is considered outside the scope of The Couch House LLC.

• The Couch House LLC and its employees shall not be liable for any damages, injuries, or losses that may occur.
• The customer assumes full responsibility and liability.

14. Delivery Outside Standard Service Area

Deliveries outside of The Couch House's standard service area, or deliveries requiring special access (such as narrow staircases, apartments without elevators, extended walking distances, or restricted-access buildings), will incur additional delivery charges.

• If an elevator is represented as available at the time of scheduling but is unavailable, out of service, inaccessible, or otherwise unusable at the time of delivery, additional labor and/or delivery charges will apply. 
  • If the delivery cannot be completed due to elevator unavailability, the customer will be required to reschedule the delivery and pay any applicable additional delivery fees.
• The Couch House LLC will make reasonable efforts to inform the customer of any additional fees prior to completing the delivery whenever practicable.

15. Financing Purchases

If financing is used through third-party providers (including but not limited to Acima, Snap Finance, Synchrony, Shop Pay/Affirm, or similar providers), the customer agrees to the financing provider's terms, conditions, payment obligations, and approval requirements.

The Couch House LLC acts solely as a facilitator for financing applications and approvals and is not a party to the financing agreement between the customer and the financing provider.

Financing Payment Responsibility

The customer is solely responsible for making payments directly to the financing company according to the agreed payment schedule.

If a customer fails to make payments or encounters issues with their financing account, the customer must resolve those issues directly with the financing company.

The Couch House LLC does not manage, administer, modify, or resolve financing agreements, financing accounts, payment schedules, interest charges, lease agreements, credit reporting matters, collections activity, or financing disputes.

Returns & Refunds for Financed Purchases

• Financed purchases may be eligible for return in accordance with The Couch House LLC's Return Policy.
• Any approved refund will be processed through the financing provider in accordance with the provider's policies, procedures, and timelines.

 

• Any applicable restocking fees, pickup fees, delivery fees, service fees, labor fees, or other non-refundable charges remain the responsibility of the customer and must be paid directly to The Couch House LLC.
  • For any approved return subject to a 30% restocking fee, the customer must first pay the full restocking fee, along with any applicable pickup fees, labor fees, service fees, or other charges owed to The Couch House LLC. The financing agreement, lease agreement, or financed purchase transaction will not be submitted for cancellation, adjustment, refund processing, or account closure with the financing provider until all amounts owed to The Couch House LLC have been paid in full. 

• Failure to pay required fees may delay or prevent the processing of the return and any corresponding financing cancellation or account adjustment.
• Approval of a return by The Couch House LLC does not guarantee cancellation of a financing agreement. The financing provider may require additional processing, documentation, or approvals before adjusting or closing the customer's account.

Financing Disputes

• Any disputes regarding financing approvals, payment schedules, account balances, lease agreements, interest charges, fees, credit reporting, collections activity, account status, or financing terms must be addressed directly with the financing provider.

• The Couch House LLC is not responsible for financing decisions made by third-party providers and has no authority to alter, waive, modify, or cancel financing agreements.

• The customer remains responsible for complying with all obligations under their financing agreement unless and until the financing provider confirms otherwise.

16. Deposits / Hold Policy

• If a customer wishes to place a deposit to hold an in-stock new item, a non-refundable deposit of $100 will be required. This policy applies only to merchandise currently available in store and does not apply to online orders, special orders, or items that are not currently in stock.
• Deposits will hold the merchandise for up to 48 hours unless otherwise agreed upon in writing.

If the customer does not complete the purchase or schedule pickup or delivery within that time, the deposit will be forfeited, and the item will be returned to inventory for resale.

17. Special Orders/ Non-Stock Items & Shipping Policy

Special Order / Non-Stock Items

• Any item that is not currently in stock and must be specially ordered may be canceled with no fee as long as the item has not been assigned for shipment.
• Once the item has been assigned for shipment, the order may still be canceled; however, a 10% restocking fee will apply.

Shipping & Manufacturer Delays

• All shipping timelines for special orders are provided by the manufacturer and are outside of The Couch House’s control. While we strive to provide accurate estimates, delays, backorders, and changes in availability can occur.

Our team will always do our best to keep customers informed of any updates, including delays or backorders. If you have any questions regarding your order, you are encouraged to contact us at any time.

Financing / Third-Party Lease Orders

For any order placed using a third-party financing or lease-to-own provider, the following applies:

• If an order is canceled after it has been assigned for shipment, the 10% restocking fee will be calculated based on the full purchase amount.
  • This restocking fee must be paid directly to The Couch House via cash or card and is separate from the financing or lease agreement. The fee cannot be charged or applied through the third-party financing provider.

**Please note that manufacturer or shipping delays are not valid grounds for order cancellation with a full refund once the item has been assigned for shipment.**

18. Negotiated or Discounted Pricing

• If the price of a furniture item is negotiated or discounted outside of any advertised promotion or sale, the purchase will automatically be considered an Outlet-style sale.
• In such cases, the item will be subject to the Outlet Policy and strict "All Sales Final" terms, and no returns, exchanges, or refunds will be permitted.

19. Inspection Responsibility

• Customers must inspect merchandise at the time of pickup or delivery.
• By accepting the furniture, the customer confirms the item was received in acceptable condition.
• Visible damages must be reported immediately at pickup or delivery.

20. Payment Disputes / Chargebacks

• By completing a purchase and making a successful payment to The Couch House LLC, whether in-store, online, by telephone, through financing, or by any other sales channel, the customer acknowledges that they have read, understood, and agreed to all applicable store policies, including, but not limited to, the Return Policy, Final Sale Policy, Pickup Policy, Delivery Policy, Warranty Policy, and any other policies published by The Couch House LLC at the time of purchase.
• The customer agrees to contact The Couch House LLC directly to attempt resolution before initiating any credit card chargeback or payment dispute.
• If a chargeback or dispute is initiated, this signed agreement, invoice, and pickup or delivery confirmation will be provided to the credit card processor or financial institution as proof of the terms agreed upon at the time of purchase.
• Credit card companies and financial institutions will rely on this signed agreement and store policies when reviewing and resolving payment disputes.

21. Claims and Disputes

Force Majeure

The Couch House LLC is not responsible for delays caused by events beyond our control, including:

• Natural disasters

• Pandemics

• Supply chain disruptions

Right to Refuse Service

The Couch House LLC reserves the right to refuse service to anyone who violates this policy or engages in abusive, threatening, or fraudulent behavior.

Compliance with Local Laws

Customers are responsible for ensuring furniture complies with local laws and building codes where applicable.

For questions or concerns regarding returns, warranties, or payments, please contact The Couch House LLC directly at:  

• Phone: (203) 449 - 9012 
• Email: info@couchhousect.com 
• Hours of Operation:

Monday - Friday: 10 am - 7 pm

Saturday :            10 am - 5 pm

Sunday:               11 am - 5 pm

Policy Modifications 

The Couch House LLC reserves the right to modify this policy at any time without prior notice. The most current version will be available on our website or in-store.  

 

Customer Acknowledgment

By Purchasing Online, I acknowledge that I have read, understood, and agreed to all policies stated above, including the Return Policy, Cancellation Policy, Final Sale Policy, Pickup & Delivery Policies, and Manufacturer Warranty Terms.

 

Updated: July 22, 2026