Refund and Return Policy
At Couch Pillows Shop (accessible at couchpillowsshop.com), we are committed to ensuring that every customer feels completely confident and satisfied with their purchase. We understand that selecting the perfect decorative pillows for your home is a personal decision, and we want to support you throughout your shopping journey. This Refund and Return Policy outlines the terms and conditions under which you may return products purchased from our online store. Please read this policy carefully before placing your order, as it governs your rights and obligations regarding returns, refunds, and exchanges.
Our Commitment to Quality
Every pillow we offer is carefully curated from trusted artisans and manufacturers who share our passion for comfort, durability, and aesthetic appeal. We stand behind the craftsmanship of our products. However, we also recognize that sometimes an item may not meet your expectations due to color variations, texture preferences, or simply not fitting your intended space. That is why we have designed a straightforward return process that prioritizes your convenience while maintaining fairness for all parties involved.
Eligibility for Returns
To be eligible for a return, your item must be in the same condition that you received it – unworn, unused, with all original tags and packaging intact. The pillow covers, inserts, and any accompanying accessories must remain unsoiled, unwashed, and free from odors, pet hair, or any signs of use. We reserve the right to refuse a return if the product shows evidence of wear, alteration, or damage caused by improper handling after delivery.
Returns are accepted only for items purchased directly through couchpillowsshop.com. If you acquired our products from a third-party retailer, please refer to their respective return policies. We also note that custom-made or personalized orders – such as those with specific size adjustments or monogramming – may not be eligible for return unless they arrive defective or damaged. For all standard stock items, the return window begins on the day your package is delivered to your designated shipping address.
How to Initiate a Return
To start a return, please contact our customer support team via the contact form available on our website. You will need to provide your order number, the name of the item(s) you wish to return, and a brief explanation of your reason for returning. We may request photographic evidence if the return is due to a perceived defect, damage, or shipping error. Once your return request is reviewed and approved, we will send you detailed instructions on how to package and send the item back to our designated return facility.
Please ensure that the return package is securely wrapped to prevent any in-transit damage, as we cannot issue a refund for items that are further damaged during the return shipment. We strongly recommend using a traceable shipping method with insurance, as we are not responsible for lost or misdirected return parcels until they reach our facility.
Refund Process
Upon receipt and inspection of your returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed back to your original payment method. Please note that the refund covers the purchase price of the returned product; however, any shipping charges incurred at the time of original purchase are non-refundable unless the return is due to our error (e.g., wrong item sent, or defective product).
In cases where the return is approved, the refund amount will reflect the full value of the merchandise. We do not deduct any restocking fees, as we believe in transparent and fair practices. The timing of when the credit appears on your account depends on your bank or card issuer’s processing schedule, which may vary. We kindly ask for your patience during this period, and we will keep you informed via email at each stage of the process.
Exchanges and Replacements
If you prefer to exchange an item for a different color, size, or pattern, we encourage you to initiate a return for the original item and place a new order for the desired product. This approach ensures that you receive your preferred item as quickly as possible, as we do not hold inventory for pending exchanges. Alternatively, if you received a defective or incorrect item, we will prioritize sending a replacement at no additional cost to you, provided that the item is still in stock. For discontinued or out-of-stock styles, we will offer you the option of selecting an alternative of equal value or receiving a full refund.
Damaged or Defective Items
We take every precaution to ensure that your pillows arrive in pristine condition. However, if your order arrives with visible damage from shipping, or if you discover a manufacturing defect upon unboxing, please contact us immediately. We ask that you retain all original packaging materials, as they may be needed for carrier inspection. We will work with you to resolve the issue promptly – whether by sending a replacement, offering a store credit, or processing a complete refund, depending on your preference and product availability.
Non-Returnable Items
For hygiene and safety reasons, certain products are not eligible for return. These include, but are not limited to, pillows that have been used, washed, or altered in any way, as well as items marked as “final sale” or “clearance” at the time of purchase. Additionally, any accessories that come in direct contact with skin (such as removable covers sold separately) may only be returned if they remain completely sealed in their original protective wrapping. Please check the product description page for any specific return restrictions before ordering.
International Returns
For customers outside our primary shipping regions, return procedures may vary due to customs regulations and international shipping complexities. If you are returning an item from abroad, you are responsible for ensuring that the package complies with all applicable export laws. Any customs duties, taxes, or brokerage fees incurred on return shipments will be borne by the customer, unless the return is a result of our error. We advise you to clearly mark the package as “Returned Goods” to avoid unnecessary delays or additional charges.
Customer Support and Final Remarks
Our dedicated support team is here to assist you with any questions or concerns regarding your return or refund. We value your trust and strive to make every interaction positive and constructive. While we do not operate physical storefronts or offer in-person service, our online channels are fully equipped to handle all your needs. We do not publish specific dates, timeframes, or location details, as our policies are designed to be flexible and adaptable to individual circumstances.
We reserve the right to update or modify this Refund and Return Policy at any time, and any changes will be posted on this page. By continuing to use couchpillowsshop.com, you acknowledge and agree to the terms described herein. We thank you for choosing us as your destination for beautiful, cozy, and stylish home accessories – and we are confident that you will love your pillows as much as we do. Should you ever need to part with a purchase, we promise to make the process as smooth and worry-free as possible.
Thank you for shopping with us. Your satisfaction is our genuine priority.