Refund policy

Effective September 23, 2026. This policy applies to orders placed on or after this date and does not reduce rights attached to earlier orders.

At a glance: We accept returns for damaged, defective or incorrectly supplied items. Report visible delivery damage or a wrong item within 15 calendar days of delivery. We do not accept change-of-mind returns or preference exchanges. Puffy Couch pays the necessary return shipping for approved damaged, defective or wrong-item returns. No restocking fee applies. Contact puffycouch.info@gmail.com before sending an item back. Your statutory consumer rights remain unaffected.

1. What this policy covers

Please email us within 15 calendar days after delivery of the affected item if it arrives damaged, visibly defective, or differs from the item, size or color you ordered. This is the deadline to report the problem and request a return, not a requirement that the returned item reach us within 15 days. We recommend checking your order within 48 hours, but this recommendation does not shorten the reporting period.

If a defect becomes apparent later, contact us as soon as you discover it. The 15-day delivery-reporting period does not exclude claims for latent defects or any remedies, implied warranties or other rights provided by applicable law.

2. Change-of-mind returns

We do not accept returns or exchanges solely because you changed your mind, prefer a different feel, firmness, fabric or color, chose a size that does not fit your room, ordered by mistake, or found a lower price. Please review the selected model's dimensions, materials and configuration before ordering. This restriction does not apply to misdescribed, damaged, defective or incorrectly supplied products, or override applicable law.

3. How to request a return

1. Email puffycouch.info@gmail.com with your order number and a description of the issue. Customer support is provided by email.
2. Include clear photos or a short video of the issue and, where available, the packaging and shipping label. If the issue cannot be shown in a photo or you cannot provide photos, explain this so we can arrange an appropriate assessment.
3. Keep the item and any available packaging while we assess the request. Do not discard or return the item before receiving instructions.
4. We review requests and reply within 2 business days. If more information is needed, we explain what is needed and the next steps.

4. Return method, shipping and fees

For an approved damaged, defective or wrong-item return, we provide the return address and a prepaid shipping label, or arrange suitable collection for an oversized item. Puffy Couch covers the necessary return shipping. There is no restocking fee. You do not need to re-compress expanded foam; we will provide suitable packing or collection instructions.

Unless a collection date or extension is agreed by email, hand the item to the designated carrier within 14 calendar days after we provide the return instructions and label. Contact us if you cannot meet that date. Do not use the business mailing address as a return address unless we instruct you to do so. Contact us before arranging your own return shipment so we can provide the correct destination and prepaid method.

5. Refunds, repairs and replacements

For a confirmed damaged, defective or wrong item, we will offer an appropriate repair, replacement or refund, consistent with your applicable consumer rights. A replacement part or cover, or a partial refund while you keep the item, is used only if you agree. We do not substitute store credit for a refund without your agreement.

Where a return is required, we complete inspection within 2 business days after receiving the item and email you the outcome. Approved refunds are initiated to the original payment method within 5 business days after approval and any required return inspection. If no return is required, we initiate the refund within 5 business days after approval. Any shorter legal refund deadline takes priority.

A full refund for an affected item includes its purchase price and applicable sales tax, without a return-shipping or restocking deduction. Your bank or payment provider may then take an additional 5-10 business days to show the credit. If it has not appeared after that period, contact us by email.

6. Foam recovery, care and product differences

Temporary packing wrinkles and unevenness during normal foam recovery are not normally defects. Follow the individual model's instructions: many models need up to 72 hours and some need 2-7 days. Contact us if the item does not recover as described. Minor screen-color differences do not excuse sending the wrong color or materially misdescribing a product. Any stated dimensional tolerance must match the individual product specification. Normal wear, misuse and damage caused after delivery are assessed separately and are not covered as delivery damage.

7. Cancellations and address changes

Email puffycouch.info@gmail.com with your order number and "Cancellation" in the subject as soon as possible, preferably within 15 minutes of placing the order. Requests are handled by our support team; submitting a request is not an automatic cancellation. After the first 15 minutes, we can still cancel or change an order if it has not been released to the warehouse for dispatch. Once warehouse processing has begun, a change or cancellation cannot be guaranteed; once shipped, an order cannot normally be cancelled.

We confirm the outcome by email. Approved cancellations are refunded in full to the original payment method within 5 business days, or sooner where required by law. These limits do not remove cancellation or refund rights arising from a shipment delay or other applicable law.

8. Refused, undeliverable or lost packages

If a package is undeliverable because of an incorrect address supplied by the customer, or is refused for reasons unrelated to a product or delivery problem, contact us. We explain any documented carrier charge and available resolution before arranging paid reshipment or agreeing a deduction. No such charge applies where the problem is our error, a confirmed product defect, or an applicable legal right. See our Shipping Policy for lost packages and shipment delays.

9. Your rights and contact

Nothing in this policy limits mandatory consumer rights, applicable implied warranties, or your right to raise a payment dispute. You do not waive those rights by purchasing or accepting this policy. For help, email puffycouch.info@gmail.com. Business days are Monday-Friday, excluding U.S. public holidays.