Updated Return, Warranty, and Payment Policy

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Return Policy

1. Return Period:  

• Customers have a 7-day return period from the date the item was successfully received.  

2. Condition of Item:  

•  The Couch House LLC reserves the right to deny returns if the item arrives damaged. 
• The customer is responsible for transporting and returning the item at their own expense.  

3. Return Authorization (RA): 

• To initiate a return, customers must contact The Couch House LLC to obtain a Return Authorization (RA) number. Returns without an RA number may be denied.  

4. Pickup Option:  

•  If requested, The Couch House LLC can pick up the item for a **$250 fee**, which must be paid in addition to the **30% restocking fee** before pickup.  
•  If the couch is found to be damaged upon pickup, the delivery team has the right to deny the return, and a $100 non-refundable fee will be charged for transportation and handling.  

5. No Exchanges:  

• NO exchanges of any kind will be permitted.  

6. Negotiated Pricing:  

• If the price of the couch is negotiated outside of any ongoing sale or promotion offered by The Couch House LLC at the time of purchase: 
• All warranties (in-house and manufacturer) are voided. 
• The return policy is void, and the purchase will abide by the "All Sales Final / Outlet Policies, No Exceptions" rule. 
• Delivery costs will be applied if needed.  

7. Damaged During Shipping:  

• If the item arrives damaged, customers must report the issue within 24-48 hours of delivery. The Couch House LLC will work with the shipping carrier to resolve the issue, and a replacement or repair will be arranged at no cost to the customer.  

8. Proof of Purchase:  

• Customers must provide proof of purchase (e.g., receipt, invoice, or order confirmation) to initiate a return or warranty claim.  

9. Restocking Fee for Non-Damaged Returns:  

•  A 30% restocking fee will apply to all returns, regardless of the item’s condition.  

10. Final Sale Items:  

• Outlet items, clearance items, and items purchased at negotiated prices are considered final sale. No returns, exchanges, or refunds will be permitted, regardless of the reason.  

11. Timeframe for Reporting Missing Parts:  

• Customers must report any missing parts or hardware within 7 days of delivery. Failure to do so may result in additional charges for replacement parts.  

12. No Refunds After Use:  

• Refunds will not be issued for items that show signs of use, including but not limited to stains, scratches, or wear.  

13. Return Packaging:  

•  Customers are responsible for ensuring items are properly packaged for returns. The Couch House LLC is not responsible for damage caused during return shipping due to improper packaging.  

14. Return Shipping Insurance:  

• Customers are responsible for insuring items during return shipping. The Couch House LLC is not responsible for items lost or damaged during return transit. 

15. Custom Orders:  

• Custom orders, including items made to specific customer specifications, are non-refundable. No returns, exchanges, or refunds will be permitted.  

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All Sales Final / Outlet Policy

• Items purchased at outlet prices, during clearance sales, or with negotiated pricing are considered final sale. 
• No returns, exchanges, or refunds will be permitted under any circumstances. 
• This policy overrides the standard return policy.  

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Warranty Policy

1. Warranty Start Date:  

• All warranties (in-house and manufacturer) begin from the date the item was successfully received by the customer.  

2. In-House Warranty:  

• Customers receive a one-year in-house warranty covering: 
  • Electrical components: Motors, power recliners, USB ports.  
• Structural integrity: Frame, support structure. 

**Important**: The in-house warranty does not cover cosmetic issues (e.g., scratches, dents, fabric discoloration) or normal wear and tear.  

• This warranty covers reasonable labor and part costs with The Couch House LLC for one year.  

 *Diagnostic Fees*:  

• First 6 months: No cost for an in-house technician visit. 
• Remaining 6 months: $50 diagnostic fee per technician visit.  

 

3. Manufacturer Warranty:  

• The manufacturer provides a separate warranty that covers specific components and defects in materials or workmanship. Customers will receive a **manufacturer warranty card or documentation** with their purchase, detailing the terms, coverage, and duration of the warranty.  

  *Note*: The manufacturer warranty does not cover: 

• Normal wear and tear.
• Accidental damage (spills, stains, pet damage, misuse). 
• Improper assembly or modifications made by the customer. 
• Damage caused by moving the furniture after delivery. 
• Comfort preferences or dissatisfaction with size/style after purchase.  

4. Warranty Claim Process:  

To file a warranty claim, customers must:  

     1. Contact The Couch House LLC within the warranty period.  

     2. Provide photos or evidence of the issue.  

     3. Schedule a technician visit (if applicable).  

• Claims without proper documentation or evidence may be denied.  

5. Warranty Limitations:  

• All warranties (in-house and manufacturer) apply only to the original purchaser and are non-transferable. 
• Any damage caused by misuse, improper assembly, or modifications will void all warranties.  

6. Prohibited Use:  

• Warranties are void if the furniture is used for commercial purposes, outdoors, or in any manner inconsistent with its intended use.  

7. Moving Furniture After Delivery:  

• Any damage caused by moving the furniture after delivery is the customer’s responsibility and is not covered under warranty.  

8. Proper Maintenance:  

• Customers are responsible for maintaining the furniture according to the care instructions provided. Failure to do so may void warranties.  

9. Substitute Parts or Repair Methods:  

• If original parts are unavailable, The Couch House LLC reserves the right to use substitute parts or repair methods to fulfill warranty claims.  

10. Shipping Costs for Warranty Repairs:  

• Customers are responsible for shipping costs when returning items for warranty repairs unless otherwise specified by The Couch House LLC.  

11. Product Updates or Discontinuation:  

• The Couch House LLC reserves the right to update or discontinue products at any time. This may affect the availability of replacement parts or repair options under warranty.  

12. No Resale of Warranty Services:  

• Warranty services are non-transferable and cannot be resold or transferred to another party.  

13. Updates to Warranty Terms:  

• The Couch House LLC reserves the right to update warranty terms for future purchases. Existing warranties will be honored under the terms in effect at the time of purchase.  

14. Compliance with Manufacturer Guidelines: 

• Customers are responsible for following all manufacturer guidelines for use and maintenance. Failure to do so may void warranties.  

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Delivery and Assembly

1. Standard Services:  

• Standard delivery and assembly services are included in the purchase price. 15 miles radius of our store location, anything further can result in an additional fee.

2. Additional Services:  

• If additional services (e.g., stair carries, expedited delivery) are requested, additional fees may apply.  

3. Customer Assembly:  

• If the customer chooses to assemble the furniture themselves, any damage or issues caused by improper assembly will void all warranties.  

4. Estimated Delivery Dates:  

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

5. Data Accuracy:  

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

6. Disposal of Old Furniture:  

• If old furniture removal is requested, customers are responsible for ensuring the furniture is empty and ready for removal. Additional fees may apply for items that are not prepared for removal.  

7. Subcontracting Services:  

•  The Couch House LLC reserves the right to subcontract delivery, assembly, or repair services to third-party providers.  

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Payment & Financing Terms

1. Payment Terms:  

• All items must be paid in full at the time of purchase unless financed through one of our partners.
• Special orders require a 30% deposit if financed through one of our partners.  

2. Cancellation Policy for Special Orders:  

• If the item has not yet been shipped by the manufacturer, customers may cancel and receive a refund of their deposit, minus a 10% processing fee.
• If the item is in production or has been shipped, the deposit is non-refundable.

3. Financing Inquiries:  

• All financing inquiries after the purchase must be handled directly with the financing company, not with The Couch House LLC.  

4. Refunds & Deposits:  

• No refunds or deposit returns will be issued once the item has been shipped by the manufacturer.  

5. Credit Card Protections:  

• Customers are encouraged to review their credit card company’s terms and conditions, as some credit card companies may offer additional purchase protections or extended warranties. However, these protections are subject to the credit card company’s policies and do not override The Couch House LLC’s return and warranty terms.  

6. Promotions:  

• The Couch House LLC reserves the right to modify or discontinue promotions at any time without prior notice.  

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Claims & Disputes

1. Dispute Resolution:  

• Any disputes will be resolved through mediation or arbitration in accordance with the laws of the state of Connecticut.

2. Final Decision:  

• The Couch House LLC reserves the right to analyze each claim and return on a case-by-case basis. While we have the final decision, we will make every effort to resolve any issue within the guidelines of this policy.  

3. Inspection of Items:  

•  The Couch House LLC reserves the right to inspect any item(s) before approving a return or warranty claim.  

4. Limitation of Liability:  

•  The Couch House LLC is not liable for any incidental or consequential damages arising from the use or inability to use the furniture.  

5. Force Majeure:  

• The Couch House LLC is not responsible for delays or failures in fulfilling warranty or return claims due to circumstances beyond our control, including but not limited to natural disasters, pandemics, or supply chain disruptions.  

6. 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.  

7. Governing Law and Jurisdiction:  

• This policy is governed by the laws of the state of Connecticut. Any legal disputes arising from this policy will be resolved in the courts of Connecticut.  

8. Compliance with Local Laws:  

• Customers are responsible for ensuring the furniture complies with local laws and regulations, including fire safety codes and building codes.  

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Important Notes

• Customers are encouraged to inspect their item(s) upon delivery and report any issues immediately.
• Retain all packaging and documentation (including manufacturer warranty cards) until the return period and warranty coverage have expired. 
• For questions or concerns regarding returns, warranties, or payments, please contact The Couch House LLC directly at:  

 Phone: 203-449-9012

 Email: thecouchhousellc@gmail.com

 Hours of Operation: 

Monday-Friday:   10am - 7pm

Saturday:             10am - 5pm

Sunday:                11am - 3pm

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**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.  

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**Acknowledgment**  

By completing your purchase, you acknowledge that you have read, understood, and agreed to the terms of this Return, Warranty, and Payment Policy.