Return and Cancellation
Return Policy
Many quality steps are taken to ensure your products arrive to you in excellent condition. It is very important you inspect the purchase upon arrival.
Online Purchase Return
A) Delivered items that were received WITHOUT any damages or manufacturers defects:
Online orders must be reported within 31 days of delivery if you are dissatisfied. Write email to info@premium-sofas.com , or call the phone number on your emailed order confirmation and we will work with you to replace or pick up the item for a return. The Exchanges/Refunds section below provides more information.
Customer Care: +1 (302) 956-1191 , Monday - Friday, 7am to 2pm (PST)
If for any reason you are unsatisfied with your purchase, please contact us. We will do anything within reason to favorably resolve any issues. We strive to provide 5-star service experience. Please do not hesitate to contact us if you have any questions.
B) Delivered items that were received damaged or have a manufacturers defect:
You have 72 hours after delivery of an online order to report a damaged or defective product, or if you are unhappy with it in any way. Call the phone number on your emailed order confirmation and we will work with you to repair, replace, or pick up the item for a return in the first 31 days. If an item is damaged in transit, it will be restored to first quality condition or replaced according to our shipping policy. It will not be eligible for a refund. As we are dependent on the manufacturer for delivery, redelivery and replacement can take up to six months. Please contact customer service via email ( info@premium-sofas.com ) or call the number listed in your emailed order confirmation for assistance.
Customer Care: +1 (302) 956-1191 , Monday - Friday, 7am to 2pm (PST)
Exchanges/Refunds
The returned item(s) are inspected immediately upon receipt. Any appropriate exchanges, credits and refunds will be issued for the purchase price of the item(s); taxes are refunded in accordance with applicable state laws. With the exception of damaged or defective merchandise, shipping, delivery, and handling charges are nonrefundable, and return shipping or pickup fees apply.
For a small fee of $299 -part of return shipping costs- we do allow our customers to return all orders (except for special changed custome made orders).
Custom made products with a special change are usually non-returnable.
To ensure that the items ordered will fit in your designated area, please measure the area, as well as doorways, hallways, and stairwells. All measurements and dimensions are included in the item description, or please ask our support team. Depending on your preference, we can produce sofa parts smaller, such as a large chaise in two pieces. For items that are too large for your space, Premium Sofas will not be responsible for shipping costs or additional expenses.
Most refunds or credits are based on the payment method used at the time of purchase. Please allow 7-10 days following receipt of the return items for any credit or refund to display on your credit card statement.
Return Requirements
In order to receive the full amount of the refund described in this Return Policy, all item(s) must be: (1) in new condition and (2) returned with all accessories and parts securely packed in appropriate packaging. If the packaging was removed as a part of the In-Home Delivery, you will need to repack the item. We will send you the necessary packing materials for this purpose (we wish to prevent any damage during return shipment). Please note, return shipment fees may apply.
All returned items are subject to inspection once received at Premium Sofas. If an item is received in a different condition than it was delivered Premium Sofas reserves the right to apply repair/replacement charges. Charges will be deducted from the amount to be refunded.
Every effort is made to provide high quality, accurate images to assist you in selecting your furniture. However, images may vary in color depending on a number of factors including but not limited to individual computer monitor color settings, photography, lighting, and natural variations. Therefore, the item you receive may not be an exact match to what you see on your computer screen. We recommend that you use the free material sample service in advance, so there are no surprises upon delivery.
Sometimes measurements in furniture size are rounded off and thus may vary slightly from the description. If you require precise dimensions or colors, please contact us by phone or email for further assistance. All returns will be subject to our return policy and any applicable fees, and we will not be responsible for color variations or measurements that are slightly off (three inches or less). If you want to make sure you make the right choice, we offer free leather and fabric swatches.
CANCELLATION POLICY
All Premium Sofas products are made to order as per client specifications. If a client wishes to cancel his or her order, the following cancelation fees will apply for all Premium Sofas Store orders:
1. Cancellation within 28 days after the initial payment - $200 fee
2. Cancellation after 28 days, after initial payment - $299 fee
3. For In-Stock Sofa Orders: Cancellation within 2 days, after initial payment - $399 fee
4. If you wish to cancel your order after it has already arrived at the New York Hub and is on its way to your home, there will be a cancellation fee of 10% of the purchase price.
All refunds will be processed in the same way as the original payment was made.
Premium Sofas reserves the right to cancel any order for any reason, including for no reason at all. Customers will be notified via email if their order has been cancelled.