Refund policy

Returns & Refund Policy

30-Day Return Policy

You have 30 calendar days from receipt of your furniture to inform us if you do not wish to keep your order.

You can notify us in writing (via email) or by contacting our Customer Service team.

Returning Your Order

You can return your order to any of our collection points and receive a full refund, including the original delivery charge.

If you would like us to collect the items on your behalf, a charge of £90 will apply.

Conditions for Collection

If we are collecting the items from you, please ensure the following:

  • The furniture must be returned in the same condition in which it was received.
  • We cannot issue a full refund if there are signs of damage or misuse.

Refund Process

We will refund all monies paid for the returned items (excluding the collection fee) once the goods have been received at our local warehouse and inspected.

Please note that card refunds may take up to 7 working days from the date of processing for your account provider to credit the amount.

Delivery & Quality Assurance

We aim to deliver all furniture in excellent condition. At Couchy, we work closely with our suppliers to ensure products are carefully packed and shipped safely.

We are always improving our standards, and our delivery teams are trained to provide a high level of service.

If Your Item Arrives Damaged

While rare, if your furniture arrives with transit damage after being unwrapped in your home, here is what will happen:

  • If the furniture is still usable, you may continue to use it.
  • The delivery team will complete an incident report form and ask you to sign it.
  • Photographs may be taken to support the report.
  • The report will be returned and logged against your order for further action.

Repairs, Replacement or Refund

If the item cannot be repaired, we will either replace it or issue a full refund.

Faulty goods will remain the property of Couchy and must be returned to us before any refund is processed.

Any refund will be limited to the original purchase price paid for the affected item.