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Cancellation policy
Cancellation Policy
Cancellations before delivery are handled separately from returns.
Because many Premium Sofas products are made to order or prepared specifically for each customer, cancellation fees may apply depending on the order type, payment method, production status, and delivery stage.
To request a cancellation, please contact us as soon as possible at [email protected] with your order number.
After delivery: The order can no longer be cancelled. Please refer to our Return & Refund Policy.
Standard Online Orders and Made-to-Order Products
A standard online order means an order placed through our website using the available standard online configuration options.
Most Premium Sofas products are made to order after purchase. A made-to-order sofa purchased through our standard online options is not automatically considered a custom, bespoke, or modified order.
Custom, bespoke, or modified orders are different from standard online orders because they involve special requests, bespoke changes, or modifications confirmed in writing outside the standard online configuration options.
Orders that have already been delivered are handled under our Return & Refund Policy rather than this Cancellation Policy.
Cancellation Fees
We understand that plans can change. Cancellation fees are based on the stage of the order and help cover payment processing, administrative, production, and logistics costs already incurred.
| Order Type | Cancellation Timing | Cancellation Fee | Notes |
|---|---|---|---|
| Standard Online Order | After payment has been processed, but before the order has arrived at our shipping hub |
3% of the purchase price for Credit Card, PayPal, Apple Pay, and Google Pay payments. 8% of the purchase price for installment payments, including Shop Pay Installments and Affirm. |
This helps cover non-refundable payment processing and administrative costs. |
| Standard Online Order | After the order has arrived at our shipping hub or is already in final delivery preparation | 10% of the total order amount | This helps cover administrative handling and order processing already completed. |
| In-stock Online Order | In-stock orders canceled within 2 days after initial payment | $399 logistics fee | This helps cover carrier, routing, warehouse, and delivery coordination costs. |
Custom, Bespoke, or Modified Orders
Orders that include bespoke modifications, special requests, or changes requested and confirmed in writing outside our standard online configuration options are considered custom, bespoke, or modified orders.
Cancellation requests for custom, bespoke, or modified orders may be submitted within 14 days of the order date. If the cancellation is accepted within this period, a cancellation fee equal to 10% of the total order amount will apply.
After 14 days from the order date, cancellation requests for custom, bespoke, or modified orders are subject to approval. If approved, a cancellation fee equal to 50% of the total order amount may apply, as production planning, material allocation, customization work, or manufacturing preparation may already be in progress.
Custom, bespoke, or modified orders include, but are not limited to, special dimensions, special colors, fabric changes, layout changes, non-standard configurations, or any other specifications that differ from the standard online configuration options available at the time of purchase.
| Order Type | Cancellation Timing | Cancellation Fee | Notes |
|---|---|---|---|
| Custom, Bespoke, or Modified Order | Within 14 days of the order date |
10% of the total order amount
|
Applies to orders with bespoke modifications, special requests, or changes confirmed in writing outside our standard online configuration options. |
| Custom, Bespoke, or Modified Order | After 14 days from the order date | 50% of the total order amount, if approved | Cancellation requests after 14 days are subject to approval because production planning, material allocation, customization work, or manufacturing preparation may already be in progress. |
Refunds After Cancellation
Approved cancellation refunds will be issued to the original payment method.
Cancellation fees, payment processing fees, delivery partner fees, storage fees, handling fees, and other non-refundable costs may be deducted from the refund where applicable.
Refunds are typically processed within 7–14 business days after the cancellation has been approved.
Premium Sofas reserves the right to cancel any order if we are unable to fulfill it. If we cancel an order for reasons not caused by the customer, the customer will be notified by email and refunded according to the circumstances of the cancellation.
Last updated: June 30, 2026