Overview

Effective 2025 

At CouchLuxe, we take pride in crafting high-quality couches designed for comfort and longevity. Our goal is your complete satisfaction. Please review our policy below for information on Shipping, returns, cancellations, and refunds. 

Shipping Policy 

1. Standard Freight Delivery — Free

Our complimentary freight delivery service includes curbside delivery only. This means your sofa will be delivered to the curb of your building or home, but will not be brought inside, up stairs, or assembled. 

Free across all Canadian provinces.No indoor delivery or assembly included 

2. White Glove Delivery — $250 

Want a hands-free, stress-free experience? Upgrade to White Glove Service for just $250. With this premium option, your sofa will be:

• Delivered inside your home
  
• Carried to your room of choice (any floor)
• Fully unpacked and assembled
• All packaging materials removed

White Glove is available for local deliveries only

3. Ontario Local Delivery 

For orders with an Ontario address, we offer local delivery (instead of freight). This includes delivery to entrance, drop-off only, free of charge. Free delivery to entrance within Ontario and White Glove upgrade available for $250.

Delivery Timeframes 

All of our sofas are made to order, which means delivery typically takes 4–6 weeks from the date of purchase. We’ll send you tracking information once your sofa is ready to ship, and you’ll be notified in advance of the delivery date.

Additional Notes

• For apartment buildings or condos, curbside delivery means to the building entrance—not to your unit.
• Please ensure someone is home on the delivery day to receive and inspect your order. 
• If you anticipate any challenges with access (tight hallways, staircases, etc.), we strongly recommend opting for White Glove Service.
• You will be notified via email with updates on your order including receive an email when

Return Policy

General Return Conditions 

• Returns must be initiated within 30 calendar days of delivery.
• Couches must be unused, undamaged, and in original packaging.
• Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective.
• We reserve the right to inspect all returned items prior to issuing a refund.
• Products must be free from stains, pet hair, odors, damage, or other signs of use.

Cancellation Policy

We understand that sometimes plans change, and we're here to help. Here’s how cancellations and refunds work depending on when you make your request:

Timing:	Refund Eligibility:
Within the first 72 hours	Full refund. No fees, no questions asked.
After production, before delivery	Refund minus 50% processing fee and any shipping costs
After delivery (within 30 days)	Refund minus 50% restocking fee and return shipping

 

Return Process 

1. Email our support team at support@couchluxe.com with your order number, reason for return, and photos if applicable.
2. Our team will respond within 2-3 business days with return instructions.
3. Once your return is received and inspected, your refund will be processed within 72 hours.
4. Please allow 3–10 business days for the refund to reflect in your original payment method, depending on your bank.

Note: Items returned without prior approval will not be eligible for a refund.

Shipping & Packaging

• If the original packaging is intact, the return shipping fee is 10% of the product price.
• If the packaging is missing or damaged, a fee of 20% applies.
• Return pickups must be scheduled and completed within 7 days of instructions being sent, or the return may be voided. 

Non-Returnable Items

The following are final sale and not eligible for return or refund:

• Custom-made couches
• Pillows, replacements, or any accessories are sold separately

Damaged or Defective Items

Please inspect your order upon delivery. If an item is defective or damaged:

• Contact us within 48 hours of delivery.
• Include your order number, a description of the issue, and clear photos of the damage.
• If approved, we will arrange for a replacement, repair, or refund at no cost to you.

Warranty

Our couches are backed by a limited warranty covering manufacturing defects for 5 years (details in the Warranty Policy). It does not cover damage from:

• Accidents, misuse, or neglect.
• Pets.
• Commercial use.
• Improper cleaning or modifications.

Need Help?

Email us at support@couchluxe.com — we’re happy to assist you.