Sales Policies

 

Sales

We take pride in the finish quality and construction of our furniture. Because each piece is custom and made-to-order, our furniture is non-returnable and non-refundable with the exception of manufacturer defects or damages. Custom orders may only be canceled if they are not in production at the end of the estimated lead time.  All sales of floor models are considered as-is and are non-returnable, non-refundable.  Floor model covers are not warrantied.

Stock items will be accepted for exchange or return in like new condition within 7 days of purchase. Any custom order that is not accurate to the specifications provided on the invoice is only returnable if it cannot be corrected locally within 3 weeks of delivery.  No exchanges or returns on to specification special orders.

All custom orders have a 1” production tolerance. The production process begins shortly after the item is ordered. Customers have 72 hours from order placement to cancel custom orders. After 72 hours, the 50% deposit will be retained by Couch. Please review your sales information to make sure that we have all the pertinent details of your order correct, as well as your correct contact information.

Couch reserves the right to photograph all goods before delivery.

 

Material Variability

Please note that dye lots can vary and material samples viewed in the showroom can differ from the actual fabric, leather or wood stain shipped. Couch is not responsible for material, color changes caused by age (including direct sun exposure), premature shrinkage caused by a dry environment, or damaged finishes due to customer negligence. Couch does not warranty fabrics or leather for wear, durability, cracking, fading. 

Our leather upholstered products are constructed from aniline leather. Anilines have natural markings that vary from hide to hide. The color can also vary due to the leather’s ability to accept dyes differently in different portions of a hide. These character marks separate natural   leather from synthetic alternatives.  Leathers appeal to clients who find the natural color variations and markings appealing. They may not be ideal for customers who want uniform color and texture that can only be produced artificially.

Do not take your cushion covers to a clothing dry cleaner. Use a dry cleaner specializing in upholstery only.


Payment

A 50% deposit is required to begin production on all custom orders. Balances are due upon delivery or pick up.

Balances can be paid by check, Visa or MasterCard. We do not accept American Express.  Balances paid by card must be processed in the store; Couch does not take cards over the phone.

 

Delivery of Furniture Items

The customer is responsible for verifying building access and all entry measurements (doorways, stairwells, elevators, etc). Couch cannot assume any responsibility for furniture that does not fit. Additional delivery charges may be assessed for storage in excess of 2 weeks.  Additional charges also apply for walkups or for deliveries that exceed 30 minutes. Delivery charges are for a single delivery. If pieces of furniture from the same order arrive at different times, additional delivery charges apply if the client wants delivery on an arrival basis.

All custom and out-of-stock arrival dates are approximate and are subject to change. Estimated lead times will be noted on the invoice, if no estimated standard lead times apply. We will keep you advised of any delays that arise as the information is received. Any updates provided by Couch during the production process are estimated and do not guarantee delivery sooner than the estimated lead time.

Our delivery service will call you in advance to schedule a delivery time. The furniture will be brought to you, unwrapped, and placed in the room of your choice. Our delivery service performs simple assembly and disposes of all packaging material. Free storage is offered for 2 weeks. Additional charges will apply if more storage time is required.

Furniture that is picked up by you (or your representative) from our delivery service’s warehouse must be inspected at the warehouse and signed off on as “in good condition” before it will be released to you. Couch cannot accept responsibility for any damage that occurs once the furniture leaves the warehouse.

 Inspect all furniture thoroughly upon delivery while the delivery service is still on site, or at the warehouse if you are picking up your furniture. Please call with any concerns, problems, or quality issues. We will work with you to correct problems and we reserve the right to determine the best possible solution for any problems that may arise.

 

Warranty:
This warranty applies to all custom orders, stock items and floor models. It does not apply to rugs, accessories, lighting or throw pillows.  

Springs and frame: lifetime warranty against breakage caused by manufacturing defect.

Cushions: three year warranty against loss of resiliency (pancaking). This does not include compression of down cushions or slight softening of foam.  These are not considered manufacturing defects.

Seams: one year warranty against fraying, tearing or slippage.

Tufting: ten year warranty on tufting on the arms and back. Couch does not warranty tufting on seats.