Returns 101

Returning Your Couch: Everything You Need to Know

If you have questions about how to return your new sofa, we've got answers. Here's what you need to know about returning your new couch.

Can you return a sofa if it doesn't fit?

Having your brand new sofa delivered can be the best day ever... unless the sofa doesn't fit through the door. Then it instantly becomes a nightmare. So what can you do if your sofa doesn't fit? Can you return it? Find out!

  • Check the store's policy: The first step is to review the store's return policy. Different retailers have varying policies on returns, including those related to furniture.
  • Measure twice, buy once: Before you make a purchase, measure your space carefully. This includes the dimensions of your doorways, hallways, and any tight spots where the sofa needs to navigate.
  • Know the return window: Most stores have a specific window during which you can return items. Make sure you're within this time frame.
  • Keep original packaging: Hang on to the original packaging, as many retailers require the item to be returned in its original condition.
  • Contact customer service: If the sofa doesn't fit, get in touch with the store's customer service. Explain the situation and inquire about their return options.
  • Potential fees: Some stores might charge restocking fees or require you to cover a return shipping charge.
  • Inspect for damage: If the sofa sustained any damage during the delivery process, document it with photos and always document any issues in writing on the delivery paperwork or the equivalent. This can be useful in case you need to negotiate a return or exchange.

So if you need to return that Pottery Barn sectional you loved so much in the store, suddenly what seemed like an affordable couch can become a financial struggle when you factor in the return fees. Try to avoid this at all costs!

What to do if you hate your new couch?

An elderly couple in a parking lot returning their couch to the store

What's worse than your couch not fitting into your home? Your couch not fitting into your aesthetic. Why is it worse? Well, now you don't have an easy excuse for why you need to initiate a return. We know the bubble couch looked better online, but that excuse isn't necessarily going to fly when you call customer service. So what can you do?

  • Review return policies: Begin by checking the store's return policy. Understanding their guidelines for returning furniture is the crucial starting point.
  • Within the return window: If you've just received your new couch and realized it's not your cup of tea, ensure you're within the specified return window. Different stores have different timeframes.
  • Document the issues: Identify specific reasons why you're unhappy with the couch. Is it the comfort level, color, style, or something else? Document these issues as it can help your case.
  • Contact customer service: Reach out to the store's customer service. Communicate your concerns and reasons for wanting to return the couch.
  • Keep original packaging: It's usually required to return the item in its original packaging. Keep it intact until you're certain about the return.
  • Potential return fees: Some stores might charge restocking fees or expect you to cover the return shipping costs.
  • Consider an exchange: If you'd still like to work with the store, inquire about the possibility of exchanging the couch for a different model or style that better suits your taste.

Remember, your quest to find the ideal couch might involve a few twists and turns, but you're on a path toward creating a living space that truly speaks to your style and comfort preferences.

Can I get a refund on my sofa?

The answer? Maybe! It always depends on the store where you bought it. Many retailers will offer some sort of refund depending on the timeframe. Online vendors need to cover shipping costs (believe us, it isn't cheap to ship a sofa), so that might come out of your potential refund. And let's pray that Crate and Barrel couch is refundable if you end up hating it.

  • Understand return policies: Familiarize yourself with the store's return policy. Each store has its own set of rules and timeframes for returns.
  • Within the return window: If you're within the designated return period, you're in luck. Many stores accept returns within a specified timeframe from the date of purchase.
  • Reasons matter: Most stores will want to know why you're returning the sofa. Document your reasons, whether it's about comfort, style, or a flaw in the product.
  • Reach out to customer service: Contact the store's customer service team. They're there to assist and guide you through the return process.
  • Keep the original packaging: Hold onto the sofa's original packaging. It's usually required for a smooth return process.
  • Return fees: Some stores may deduct restocking fees or require you to cover the return shipping costs.
  • Pickup arrangements: If the return is approved, the store will coordinate the pickup of the sofa. Ensure you're available during the scheduled pickup time.
  • Refund process: Once the store receives the sofa and verifies its condition, they'll initiate the refund process.
  • Payment method matters: The refund is typically processed through the same payment method you used for the purchase. Be prepared for the refund to reflect in your account within a reasonable timeframe.

So there you have it! The most important step is researching whether or not the store offers refunds or exchanges. Let's hope they do!

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Alex Back is the founder and CEO of Previously, he was the co-founder and COO of the popular furniture brand, Apt2B, which was acquired by a large US retail furniture chain in 2018. He worked to integrate Apt2B, one of the very first online furniture retailers on the Shopify platform, into the operations of the 100 year old larger business entity and was deeply immersed in the business operations of both online and brick and mortar retail for 4 years before leaving in 2023 to start Working in various parts of the furniture industry since 2004, he has 20 years experience in retail sales, e-commerce, marketing, operations, logistics and wholesale manufacturing and distribution. He has worked extensively with partners such as Costco, Bed Bath and Beyond and Amazon and his work has been highlighted in many publications such as Forbes, CNN and HGTV, among others. Alex is delighted to bring his experience and authority on couches and the furniture industry to this platform, along with many of his industry colleagues who are helping him keep the audience informed and engaged on a daily basis.
Alex Back CEO & Founder