The Sofa Guy team of designers love the design process, and spend a lot of time with clients insuring near perfection when their custom piece is delivered.
Our custom sofas and furniture are designed and built especially for you, which is why we do not accept cancellations, exchanges, or returns. We go over the many details a custom piece demands, preferring to measure twice and cut once. We also inspect each piece before it is delivered.
In the unlikely event your custom piece arrives either damaged or defective, please contact us immediately. We are eager to resolve any issues that may arise.
All merchandise delivered should be inspected upon receipt prior to signing for the delivery. Any damaged items will be repaired or replaced ASAP.
Aside from cases of damage, if you refuse all or part of an order, you will still be responsible for any and all return shipping costs associated with your order, even if you didn’t initially pay any delivery charges.
If you refuse or return all or part of an order, the appropriate corresponding return shipping fees will then be deducted from your refund. In cases of no-fit, the customer is always responsible for return shipping charges as well. Original packaging must be kept if a return is to be authorized. This is to ensure safe transport back.
If an item arrives with a manufacturing defect or damage caused in transit contact us immediately. We will attempt to repair the defect or damage. If that is not possible, we will arrange an exchange. We will ask for photos to determine the best course of action.
All claims must be made within 7 days of receipt. We reserve the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the customer.
Refunds or exchanges for returns will be processed when the item has been received in our showroom or DCD warehouse. Upon return, your item will be inspected, and exchanges, credits or refunds will be issued for the purchase price.
Allow 1 to 3 weeks for your refund or exchange to process.
Where it is agreed upon in writing, we will offer store credit rather than any monetary refunds with a restocking fee up to 25% and minus any delivery charges to and from a location.
To receive store credit, items must be returned in the same condition as delivered.
Credits to your charge card
Credit card refunds will only be credited to the credit card or account used on the original purchase. It will take 1-2 weeks from the date that we have received your return for your account to be credited.
If you made a purchase using a check or money order, your refund will arrive in 1-2 weeks of receipt of your return.