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Refund policy
Return & Refund Policy
1. Scope and Agreement
This Return and Cancellation Policy (“Policy”) applies to all purchases made through www.premium-sofas.com (the “Website”) and forms part of the Terms and Conditions of Sale between Premium Sofas LLC (“Company,” “we,” “us,” or “our”) and the customer (“you” or “your”).
By placing an order on our Website, you acknowledge that you have read, understood, and agreed to this Policy. This Policy complies with applicable U.S. consumer protection laws, including state-specific requirements where applicable. In the event of a conflict between this Policy and mandatory consumer protection law, the latter shall prevail.
2. Inspection Upon Delivery
You must inspect your purchase immediately upon delivery. Any damage, defect, or dissatisfaction must be reported within the applicable timeframe outlined below. Failure to provide written notice (via email to [email protected]) within the required timeframe may result in loss of eligibility for return, repair, replacement, or refund.
3. Returns for Undamaged Products
If you are not fully satisfied with your eligible standard online order, you may request a return within 100 days of delivery.
To initiate a return:
- Email [email protected] or call +1 (302) 956-1191 during our customer service hours.
- Provide your order number and a brief explanation of your return reason.
- We will arrange a replacement or coordinate pickup of the item.
Exceptions and Final Sale Items:
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Bespoke Modifications & Special Requests: Products with modifications requested outside our standard online configurator, including custom dimensions, colors, or other specifications confirmed by email before production, are Final Sale and are not eligible for return or refund. To ensure your vision is captured perfectly, all custom specifications will be confirmed via email prior to the start of production.
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Unboxed In-Stock Items, as clearly stated in the product description, are sold at a significant discount and are final sale - no returns or refunds.
4. Damaged or Defective Items
Please report visible damage within 24 hours. For concealed damage or manufacturing defects, contact us as soon as reasonably possible with photos and your order number.
Once notified, we will:
- Review the claim and supporting photos.
- Evaluate whether the issue is related to transit damage, manufacturing defect, or another cause.
- Repair, replace, or otherwise resolve verified damage or defects.
If damage occurred during transit, Premium Sofas will repair, replace, or otherwise resolve verified transit damage at no cost to the customer. Refunds for transit damage are reviewed case by case according to this policy and applicable law. Most replacement solutions are handled as quickly as possible. For made-to-order items, timing may depend on manufacturer lead times and can take longer in exceptional cases.
Note: Bespoke Modifications and Final sale items remain non-returnable and non-refundable except in the case of verified production defects or verified transit damage.
5. Refunds & Exchanges
- All returned items are inspected upon receipt.
- Approved refunds or credits will be issued for the purchase price of the item.
- Applicable taxes are refunded in accordance with state law.
- Original shipping, delivery, and handling fees are non-refundable, except for verified defective merchandise.
- For eligible standard online returns within the 100-day trial period, Premium Sofas will arrange and cover the cost of return pickup or return shipping.
- Return shipping, pickup, or handling fees may apply only to non-eligible returns, refused deliveries, missed delivery appointments, redelivery requests, or exceptions described in this policy.
- Refunds are issued to the original payment method within 10 business days of pickup.
6. Return Conditions
To be eligible for a full refund:
- The product must be in clean, usable condition and free from damage, stains, odors, missing parts, or excessive wear.
- All parts, accessories, and original packaging must be included.
- If packaging was removed during In-Home Delivery, we will provide suitable packaging materials for return.
Premium Sofas reserves the right to deduct repair or replacement costs from your refund if the item is returned in a condition different from delivery. For eligible standard online returns, return pickup or return shipping is covered by Premium Sofas. Fees may apply only to exceptions described in this policy.
7. Product Variations & Measurements
We make every effort to provide high-quality images and accurate descriptions. However, actual colors may vary due to monitor settings, lighting, and natural material differences.
Minor measurement deviations (up to 3 inches) may occur. Acceptable color differences and minor measurement variations are not considered defects. Returns based solely on these acceptable variations may not be eligible for free return.
We strongly recommend using our free leather and fabric swatch service before purchasing.
It is the customer’s responsibility to measure hallways, staircases, and doorways prior to ordering. Premium Sofas is not liable for additional costs if the product does not fit into the desired space.
8. Cancellation Policy
Cancellations before delivery are not considered returns and are handled separately under our Cancellation Policy. Depending on the order type and production status, a cancellation processing fee may apply.
Please see our Cancellation Policy for full cancellation terms, fees, and timelines.
9. Limitation of Liability
Premium Sofas is not responsible for:
- Delivery delays caused by third-party carriers or events beyond our control (including force majeure).
- Insufficient access at the delivery address.
- Color or measurement variances within industry-accepted tolerances.
- Customer negligence, misuse, or improper storage of products.
In no event shall Premium Sofas be liable for any indirect, incidental, or consequential damages arising from the purchase, delivery, or use of its products.
10. Governing Law & Jurisdiction
This Policy and any disputes arising from or relating to it shall be governed by and construed in accordance with the laws of the State of Delaware, without regard to its conflict of law principles.
Any legal action or proceeding shall be brought exclusively in the state or federal courts located in Delaware. By purchasing from Premium Sofas, you agree to this jurisdiction and venue.
11. Updates to this Policy
Premium Sofas reserves the right to update or modify this Policy at any time. The version in effect at the time of your order will apply.
Customer Care
📞 +1 [302] 956-1191
✉️ [email protected]
🕒 Monday – Friday, 9am - 8pm (ET)
✅ We are committed to providing a 5-star experience and resolving any issues in a fair, transparent, and lawful manner.
Last updated: June 30, 2026