Refund policy

Refund & Return Policy — Boneless Couch USA

Here's how returns, refunds, and cancellations work.

Return Eligibility

Because our sofas are shipped vacuum-compressed, they begin expanding as soon as the packaging is opened. Once a sofa has been unboxed and expanded, it cannot be compressed back into its original packaging for standard return shipping.

For this reason, we do not accept returns or refunds for sofas that have been unboxed or expanded, except where there is a confirmed manufacturing defect or an incorrect item has been received.

1. Unopened, Still-Compressed Orders

If you change your mind before opening your sofa, you may return it within 30 days of delivery, provided it remains completely unopened, unused, and in its original vacuum-compressed packaging.

Once the packaging has been opened and the sofa has started expanding, it is no longer eligible for a standard return or refund.

2. Manufacturing Defects or Incorrect Items

If your sofa arrives with a genuine manufacturing defect, damage, or you receive the wrong color, size, configuration, or item, please contact us within 3 days of delivery.

Depending on the issue, we may arrange a replacement, replacement component, repair solution, or return.

Customers should check the product information shown on the outer packaging, including the color, size, and configuration, before opening the vacuum-compressed package. If the correct item was delivered and subsequently unboxed and expanded, we cannot accept a return based on color, size, configuration, appearance, personal preference, or change of mind.

Important Information About Expansion

Our sofas are vacuum-compressed for shipping. After unboxing, the foam and cushioning require time to recover from compression and return to their intended shape.

Some sofas may expand quickly, while others may require several days to fully regain their original shape, height, firmness, and appearance. Temporary wrinkles, uneven areas, compressed cushions, or differences in shape immediately after opening do not necessarily indicate a manufacturing defect.

We recommend allowing the sofa sufficient time to fully expand before assessing its final appearance or structure.

Once a sofa has been unboxed and expanded, returns or refunds are not available for reasons including:

• The sofa does not fit the customer’s space.

• The sofa is larger or smaller than expected.

• The firmness or softness does not match personal preference.

• The appearance differs from personal expectations.

• The customer changes their mind after opening it.

• Minor compression-related wrinkles or shape differences are present while the sofa is still recovering from vacuum packaging.

We strongly recommend reviewing the product dimensions, configuration, fabric, color, and product photographs carefully before ordering and confirming the information on the packaging before unboxing.

How to Start a Return

Email info@thebonelesscouch.com with your order number, reason for return, and (for defects or wrong color/item) photos showing the issue.
Our team will confirm eligibility. For unopened returns, we'll send instructions for returning the compressed package as-is. For defects or wrong color/item, we'll arrange a replacement or refund.
Once your return is received and approved (or your defect claim is confirmed), your refund will be processed to your original payment method within up to 25 days.

Return Shipping

For unopened, still-compressed returns, return shipping costs are the customer's responsibility. For approved defect or wrong color/item claims, no return shipping cost applies.

Order Cancellations

Changed your mind before your couch ships? You can cancel free of charge within 24 hours of placing your order. After 24 hours, your order enters processing, and a $100 cancellation fee applies to cover preparation and handling costs already incurred. To cancel, email info@thebonelesscouch.com as soon as possible with your order number.

Non-Returnable Situations

We're unable to accept returns for:

Couches that have been unboxed and expanded, unless the return is due to a manufacturing defect or an incorrect item
Any return request made after the 30-day window
Custom or made-to-order items, where applicable (noted on the product page)

Refund Timing

Once your return is received and approved, refunds are issued to your original payment method and can take up to 25 days to process. Depending on your bank or card issuer, it may take a few additional business days for the refund to appear on your statement.