Refund policy
At Boneless Couch Living we design our furniture to bring comfort, quality, and ease into your home. If something isn't right, we want the process to be simple and fair — and we'd rather tell you the awkward parts up front than bury them.
1. 30-Day Return Window
You may request a return within 30 days of delivery if the item isn't a good fit for your space or needs.
All return requests must be approved before you send anything back. Returns shipped without prior authorization may be refused.
2. First, the honest part about compressed foam
Most compressed-sofa brands don't mention this, so we will: once the foam has been unboxed and expanded, it cannot be vacuum-compressed back into its original box. That's physics — the compression process isn't reversible with household tools.
So a standard "repack it and ship it back" return doesn't fully apply to this product category, and we're not going to pretend it does. The options in Section 3 exist because of that, not in spite of it.
3. Your options within 30 days
(a) Return for a refund. Return shipping is the customer's responsibility and must use a trackable service. Because furniture is bulky, return shipping can be a significant cost — please review product dimensions and the Size Guide carefully before you buy.
(b) Partial refund, keep the couch. For minor issues that don't justify a full return — a color slightly off from what you expected, for example — we may offer a partial refund so you can keep the couch. This is usually faster and less wasteful for both of us.
(c) Donate locally, send us the receipt. For some returns we can arrange for you to donate the couch to a local charity of your choice and send us the donation receipt in place of shipping it back. This is offered at our discretion, depending on the reason for the return.
Options (b) and (c) are offered case by case. Option (a) is always available within the 30-day window on items that meet Section 4.
4. Return Eligibility
To qualify for a return under option (a), items must be:
- In original condition — unused, not assembled, undamaged
- Complete, with all modules, covers, connectors, hardware, and accessories included
- Accompanied by proof of purchase
Items that don't meet these conditions may be subject to a partial refund or rejection.
5. Restocking Fee
We charge restocking based on whether the boxes were opened, because that's what actually determines whether we can resell the item:
| Condition of the return | Return shipping | Restocking fee |
|---|---|---|
| Boxes unopened, seals intact, foam never expanded | Customer pays | None |
| Boxes opened, foam expanded or item assembled | Customer pays | 10% of the item price |
If your boxes are still sealed, return it and pay only the shipping. If the foam has already expanded, the 10% covers inspection, re-compression, and repackaging — and options (b) and (c) above are often the better deal for you, so ask.
No restocking fee ever applies to damaged, defective, or incorrect items (Section 6) or to quality claims (Section 7).
6. Damaged, Defective, or Incorrect Items
We inspect and package every order carefully, but shipping isn't always gentle. Please inspect your order on delivery and contact us within:
- 48 hours for visible shipping damage (crushed outer box, torn packaging, broken parts)
- 7 days for functional or hidden defects that weren't visible on arrival
To speed things up, please send:
- Photos of the packaging, including the shipping label
- Photos or video of the problem itself
Once verified, we will provide, at your choice where practical:
- A free replacement module or item, or
- A full refund, including shipping costs
Because our couches are modular, damage on arrival is almost always a single-module problem rather than a whole-couch problem. In most cases we ship the replacement module and you do not need to return the damaged one.
7. 90-Day Quality Guarantee
Separately from the 30-day return window, if a manufacturing or quality defect appears within 90 days of delivery, you may request a refund or a replacement. We pay the cost of reshipping the replacement.
This is our floor commitment, and it sits alongside — not instead of — our product warranty. See our coverage page for what's covered beyond 90 days.
8. How to Start a Return
Email us at services@bonelesscouchliving.com with:
- Your order number
- The reason for the return
- Photos or video, if the issue is damage or a defect
Once approved, we'll issue a Return Authorization (RMA) and give you the correct return warehouse address for your location and product — it isn't always the address on the original parcel.
⚠️ Please don't ship anything back before you have an RMA. Unauthorized returns may not be accepted, and we can't refund a parcel we can't identify.
9. Return Processing & Refund Timing
Once your return is received and inspected:
- We'll notify you of approval or rejection
- Approved refunds are issued to your original payment method within 5–10 business days
- Your bank or payment provider may take additional time to post the credit
If you haven't seen your refund after 10 business days, contact us and we'll trace it.
10. Order Cancellation
If your order hasn't shipped yet, email us and we'll cancel it for a full refund. Once a parcel is in the carrier's hands we can no longer stop it, and the request becomes a return under Section 3.
11. What's Not Covered
We can't accept returns or after-sales claims for:
- Requests made outside the applicable time window (30 days for returns, 48 hours / 7 days for damage, 90 days for quality claims)
- Final sale items and gift cards
- Damage from abnormal use — impact, scratching, liquid soaking, self-modification, unsuitable environment, or improper assembly or use
- Force majeure — fire, flood, earthquake, lightning, power surge, or other natural disaster or accident
- Normal cosmetic wear that doesn't affect structure or support
12. Questions Before You Order
If you're not sure a configuration will fit your space, check the Size Guide and the product page dimensions before you buy. Doorway and stairwell math is the thing worth double-checking — with a compressed sofa, the couch itself isn't the hard part.
Contact: services@bonelesscouchliving.com