Refund policy

Effective September 17, 2026. This policy is part of the agreement between you and Puffy Couch for every order.

In short: All sales are final. We do not accept returns or exchanges because you changed your mind. If your sofa arrives with visible damage or a visible defect, or we sent the wrong item, we will make it right. To start a claim, contact us within 7 days of delivery with your order number and photos. Please do not ship anything back before we reply.

1. All sales are final

Puffy Couch sofas are frameless, compressed-foam furniture. Each sofa is vacuum-compressed and sealed at the factory. Once the package is opened the foam expands permanently and the product cannot be re-compressed, repackaged or resold as new. For this reason we do not accept returns, exchanges or refund requests based on preference, including but not limited to: change of mind; color, texture or fabric feel; firmness or comfort; size or fit in your room (dimensions are listed on every product page); ordering by mistake; finding a lower price elsewhere; or delivery taking longer than estimated by the carrier.

2. What we do cover

You are covered if, on arrival, your order has: (a) visible physical damage, such as torn or cut upholstery, a broken zipper or crushed or torn foam; (b) a visible manufacturing defect; or (c) an item, size or color different from what you ordered.

3. How to make a claim

  1. Contact us through the contact page at https://puffy-couch.higgsfield.app/contact within 7 days of the delivery date shown by the carrier. We recommend inspecting your order within 48 hours.
  2. Include your order number, a description of the problem, clear photos or a short video of the damage, and photos of the outer box and shipping label.
  3. Keep the product and all packaging until the claim is resolved.
  4. We review claims within 2 business days and may ask for additional photos.

Claims made after 7 days, or without photos that show the problem, cannot be accepted.

4. How we resolve approved claims

For an approved claim we will, at our option, send a replacement item or replacement part or cover, or issue a partial or full refund. If we ask you to send an item back, we will provide a prepaid label. Items sent back without our written authorization will be refused and are not eligible for a refund.

5. What is not considered damage or a defect

  • Wrinkles, creases or uneven shape during expansion. Compressed foam can take up to 72 hours (longer in cold rooms) to reach its full shape.
  • A mild new-foam smell that fades with ventilation.
  • Small differences in color between your screen and the actual fabric, or between production batches.
  • Size differences of up to 1.5 inches (4 cm), which are normal for foam furniture.
  • Damage caused after delivery, including by opening the package with a sharp tool, pets, stains, improper cleaning, misuse or normal wear.

6. Cancellations and address changes

Contact us as soon as possible. We can cancel or change an order only if it has not yet been sent to the warehouse for dispatch. Once an order has shipped it cannot be cancelled and is treated as a final sale.

7. Refused or undeliverable packages

If a package is refused, unclaimed, or returned to us because of an incorrect or incomplete address, the order is treated as a change-of-mind return. Any refund we agree to will be reduced by the original and return shipping costs.

8. Refunds

Approved refunds are issued to the original payment method. Banks usually take 5 to 10 business days to show the credit.

9. Payment disputes

If something is wrong with your order, please contact us first so that we can resolve it under this policy. Claims opened with a bank or card issuer for reasons excluded by this policy will be contested using the order record and this agreement.

10. Your agreement

By placing an order you confirm that you have read, understood and accepted this policy. Nothing in this policy limits any rights you have under applicable law that cannot be waived by agreement.