Refund policy

RETURN & REFUND POLICY

At The Couch Brothers, we sell new, custom, special-order, and liquidation home furnishings. This policy explains how returns, refunds, and exchanges apply to each type of purchase.

1. New Items

If an item is listed as NEW, you may request a full refund for the merchandise at the time of delivery if you are not satisfied with the item.

Delivery fees are non-refundable once delivery has been attempted or completed.

Once the merchandise has been accepted and delivery has been completed, the sale is final, except for valid damage, manufacturing defect, warranty, or other claims available under applicable law.

Customers are responsible for inspecting their furniture at the time of delivery and should notify our delivery team of any visible damage, missing components, incorrect merchandise, or other readily observable issues before the delivery team leaves whenever reasonably possible.

2. Furniture Fit & Delivery Access

Customers are responsible for confirming before purchase and delivery that the furniture will fit through all required access points and into the intended room.

This includes, as applicable:

  • doorways;
  • hallways;
  • stairways and landings;
  • elevators;
  • corners and turns;
  • entrances;
  • gates; and
  • other required access areas.

If delivery cannot be completed because the furniture does not fit through the customer’s required access points, eligible new merchandise will be subject to a 20% restocking fee, and the delivery fee is non-refundable.

Custom and special orders remain non-refundable if the furniture does not fit.

If a customer asks The Couch Brothers to proceed with delivery through a tight, restricted, or difficult space after being advised of the risk, the customer assumes responsibility for damage resulting from insufficient clearance.

The customer will be responsible for the full purchase price of any furniture damaged as a result of attempting delivery through an area with insufficient clearance, except to the extent otherwise required by applicable law.

3. Liquidation & Final-Sale Items

Some merchandise sold by The Couch Brothers may be liquidation, floor-model, open-box, or otherwise not considered brand new.

All merchandise identified as LIQUIDATION, FINAL SALE, or otherwise sold AS-IS is non-returnable and non-refundable, except where otherwise required by law.

Liquidation, floor-model, open-box, and similar merchandise may have cosmetic imperfections, signs of handling, packaging damage, minor wear, or other conditions consistent with its classification.

Any known material flaws will be disclosed to the customer in person or identified in the applicable product listing before purchase when known to us.

By purchasing an item with a disclosed condition or flaw, the customer acknowledges and accepts that condition.

4. Custom & Special Orders

Custom and special orders include merchandise ordered specifically for a customer, including products involving customer-selected:

  • fabrics;
  • leathers;
  • finishes;
  • configurations;
  • sizes;
  • components;
  • options; or
  • other specifications.

Because these products are ordered specifically for the customer, all custom and special orders are non-refundable.

Once a custom or special order has been submitted to the manufacturer or supplier, changes or cancellations may not be possible.

If a manufacturer permits a requested change or cancellation, the customer may be responsible for any manufacturer fees, restocking charges, freight charges, change fees, or other associated costs.

Production, arrival, and delivery timeframes for custom and special orders are estimates and are not guaranteed.

Manufacturer delays, production delays, material shortages, freight delays, or other circumstances outside our reasonable control do not automatically create a right to cancel or receive a refund.

5. Damage During Delivery

If furniture is damaged during delivery as a result of handling by The Couch Brothers, please notify us promptly.

Please refer to our Delivery Policy for additional information regarding delivery-related damage and available resolutions.

Depending on the circumstances, an appropriate resolution may include repair, replacement of a component, replacement of the merchandise, or another reasonable remedy.

Damage to one component does not necessarily require replacement or refund of the entire furniture piece or order if the issue can reasonably be corrected through repair or component replacement.

6. Manufacturing Defects & Warranty Claims

A manufacturing defect is separate from a return based on preference or change of mind.

If you believe your furniture has a manufacturing defect, please contact The Couch Brothers so the issue can be reviewed.

Some products may be covered by a manufacturer’s warranty. Warranty coverage, exclusions, duration, and available remedies vary by manufacturer.

Normal characteristics of furniture, including reasonable variations in fabric, leather, wood, color, grain, texture, stitching, cushion appearance, cushion settling, wrinkles, or dimensions, are not necessarily manufacturing defects.

Nothing in this policy limits any warranty or consumer right that cannot legally be limited or excluded.

7. Refund Processing

Approved refunds will generally be issued to the original method of payment unless otherwise agreed or required by law.

Once a refund has been issued by The Couch Brothers, the amount of time required for the refund to appear in the customer’s account may depend on the customer’s bank, credit-card issuer, or payment provider.

Original delivery charges and other non-refundable fees will not be included in the refund unless otherwise required by law or expressly agreed to by The Couch Brothers.

8. Questions

Questions regarding returns, refunds, damage, or warranty concerns may be directed to:

The Couch Brothers LLC
5400 Newport Drive, Suite 12
Rolling Meadows, IL 60008

Email: Hello@thecouchbrothers.com
Phone: 847-595-0684