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.  

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.  

WARRANTY POLICY

1. Warranty Start Date:  

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

2. The Couch House In-House Warranty  

• The Couch House In-House Warranty provides limited coverage for one (1) year from the date of delivery or pickup, whichever occurs first. 

• This warranty serves as secondary protection, meaning any manufacturer's warranty will be applied first. If the manufacturer’s warranty does not apply, The Couch House Limited In-House Warranty will take effect.

3. Coverage

This warranty applies to:

• Frame Structure: Protection against defects in materials or workmanship affecting the internal frame.

• Mechanisms: Coverage for manual and power reclining mechanisms, including moving parts used for seat adjustments.

• Electrical Components: Coverage for factory-installed power cords, motors, and control panels.

• All parts and labor related to verified manufacturing defects are covered within the one-year period.

• Replacement parts or components may be new, refurbished, or reconditioned, at the sole discretion of The Couch House.

4. Coverage Periods

• Customers are entitled to one (1) diagnostic technician visit per reported issue at no cost.

• Any additional reports or technician visits related to the same issue will incur an $80 technician service fee per visit.

• In-home service is limited to a 25-mile radius from The Couch House. Any location beyond 25 miles will be charged a travel fee in addition to any applicable technician service fee.

• If a customer fails to provide access for a scheduled technician visit, a rescheduling fee of $80 will apply.

• All diagnostic inspections will be performed solely by a technician designated by The Couch House. Outside services are not authorized under this warranty.

5. Service Process

• All warranty claims must first be submitted through the manufacturer (if applicable).

• The Couch House reserves the right to deny in-house coverage until the manufacturer has completed its review.

• Customers must provide photos or videos of the reported issue before any technician visit is authorized.

• All issues must be reported within seven (7) days of discovery; failure to report promptly may void eligibility.

• The one-year coverage period begins on the date of delivery or pickup and does not extend or renew after a service visit or claim.

• Replacement parts are subject to availability and manufacturer processing times; The Couch House is not responsible for delays caused by part backorders.

• Warranty service requires presentation of the original invoice or proof of purchase; claims without proper proof may be denied.

• Customers are encouraged to register their product (model/serial) within 14 days of delivery; The Couch House may require model or serial verification before authorizing service.

• Any visible or concealed damage must be reported within 48 hours of delivery or pickup; later claims may be denied as pre-existing.

• The Couch House reserves the right to replace the product instead of performing additional repairs after two (2) covered repair attempts for the same issue.

• Upon approval of a valid claim, The Couch House will schedule service within a commercially reasonable timeframe (typically within 15–30 business days) and notify the customer of any expected delays.

• If a warranty claim is denied, the customer may request a written explanation and submit additional evidence for review within 14 days.

• If a third-party protection plan or insurance covers the same issue, The Couch House may coordinate with that provider and require the customer to pursue third-party coverage first.

• Customers must take reasonable steps to preserve the product’s condition pending inspection; further damage caused by neglect may void coverage.

• The Couch House is not liable for delays or failures caused by events beyond its control, including acts of God, natural disasters, or supply-chain interruptions.

• Fraudulent warranty claims, altered documentation, or misrepresentation will result in denial and may be referred to law enforcement.

• All technician findings and determinations made by The Couch House’s authorized representative are considered final.

• Approved service appointments must be scheduled within 30 days of approval; otherwise, the claim will be closed and void.

• The Couch House reserves the right to refuse in-home service if the product or environment is deemed unsafe or unsanitary for the technician.

• Customers must provide reasonable assistance and access for inspection or repair; failure to cooperate may void coverage.

• Repeat damage resulting from misuse or neglect will void future warranty claims for the same component.

• The Couch House does not provide temporary, replacement, or loaner furniture under any circumstances.

• The Couch House reserves the right to void any claim where, in its sole discretion, it determines that coverage is not suitable or warranted.

• Public defamation, threats, or false statements made regarding The Couch House or its warranty process may result in immediate termination of warranty coverage and potential legal action.

6. Exclusions:

This warranty does not cover:

• Normal wear and tear, fabric, leather, cushions, stitching, or discoloration

•  Damage caused by misuse, neglect, accidents, pets, stains, or improper cleaning

• Damage resulting from environmental conditions such as humidity, heat, or direct sunlight

• Electrical damage caused by power surges, outages, or improper outlets

• Items sold “as-is” or under the Outlet Section

• Non-factory accessories, chargers, lights, or third-party add-on devices

• Damage occurring during customer pickup or self-transport

• Any unauthorized repair, modification, or tampering with the product (which voids this warranty entirely)

• Transportation or inspection fees for items found not to have a manufacturing defect

• Any claim made by a secondary owner — this warranty applies only to the original purchaser and is non-transferable

• Any determination of what constitutes a manufacturer's defect versus normal wear will be made at the sole discretion of The Couch House or the manufacturer.

• Verbal statements by sales staff or delivery personnel are not binding; only the written warranty terms listed here apply.

• In-home service is available only within a 25-mile radius of the original delivery address. If the customer relocates outside this area, all transportation and labor costs are the customer’s responsibility. 

• Incidental or consequential damages (including loss of use, rental fees, or moving costs) are not covered.

• In the event of disagreement between The Couch House and the manufacturer, the manufacturer’s final determination will govern for components covered by the manufacturer.

7. Manufacturer Warranty:  

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

   ***Note: The manufacturer's warranty does not cover:  

• Normal wear and tear.  

• Accidental damage (spills, stains, pet damage, misuse, improper cleaning).  

• 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.  

• Commercial/non-residential use (rentals, Airbnb, staging, offices, etc.) 

8. 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 with proof of purchase.  

3. Schedule a technician visit (if applicable).  

• Claims without proper documentation or evidence may be denied.  

9. 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.  

10. Prohibited Use:  

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

11. Moving Furniture After Delivery:  

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

12. Proper Maintenance:  

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

13. 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.  

14. 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.  

15. No Resale of Warranty Services:  

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

16. 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.  

17. 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 NOT included in the purchase price of merchandise.

2. Additional Services:  

• If additional services (e.g., stair carries, expedited delivery, or full white-glove service) are requested, additional fees will apply.

• Delivery fees are determined based on the location where the delivery is to be made. The Couch House LLC provides delivery services only within the State of Connecticut and select areas of Westchester County, New York.

3. Delivery Fee Policy:

• Delivery fees are non-refundable, including in cases where the customer requests a return or refund of the merchandise.

• If the merchandise does not fit through the customer’s entryway, doorway, stairwell, or other access points, and the customer elects to return the item, the delivery fee will remain non-refundable.

4. Customer Responsibility:

• Customers are responsible for ensuring that merchandise can be accommodated within their home prior to scheduling delivery (e.g., measuring doorways, stairwells, hallways, and access points). The Couch House LLC will not be held liable for delivery complications resulting from insufficient access.

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

5. 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.  

6. 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.  

7. Disposal of Old Furniture (Additional Fee):

• Disposal of old furniture is available for an additional fee.

• Customers are responsible for ensuring the furniture is empty and ready for removal. Additional charges may apply for items that are not properly prepared.

8. 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 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:  

• Refunds are only available within seven (7) calendar days from the date the item is received by the customer or picked up in-store.

• No refunds will be issued after the seven (7) day window has passed, No Exceptions.

• After this period, all sales are considered FINAL.

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 or Manufacturer’s Warranty.  

6. Promotions:  

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

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.  

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: info@couchhousect.com 

• Hours of Operation: 

Monday - Friday: 10 am - 7 pm

Saturday :            10 am - 5 pm

Sunday:               11 am - 3 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.  

Acknowledgment:  

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

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