Return Window

To qualify for a return, the item must:

• Be in its original condition
• Show no excessive wear or damage
• Be free of stains, odors, or modifications
• Be returned with all original components and accessories

How to Start a Return

To request a return, contact us at contact@couch-cloud.com with the following information:

• Your order number
• Your full name
• Reason for the return
• Photos of the product (if applicable)

Our support team will respond with return instructions. Please do not ship products back without prior authorization.

Return Shipping Costs

Return shipping costs depend on the reason for the return.

Damaged or Defective Products

Please inspect your order immediately upon delivery. If your order arrives damaged, notify us within 48 hours at contact@couch-cloud.com and include:

• Photos of the outer packaging
• Photos of the shipping label
• Photos of the damage

Depending on the situation, Cloud Couch may send replacement parts, replace the product entirely, or issue a full refund.

Lost Shipments

If your order is confirmed lost by the carrier, Cloud Couch will send a replacement or issue a full refund — at your choice whenever possible.

Non-Returnable Items

Returns may not be accepted if the product:

• Has been intentionally damaged
• Shows signs of misuse
• Has been modified in any way
• Has been assembled incorrectly causing damage
• Has excessive stains or pet damage beyond normal use
• Is missing major components

Order Cancellation

Orders may be cancelled before shipment. Once an order has entered production or has been shipped, cancellation may no longer be possible. Please contact us as soon as possible at contact@couch-cloud.com if you wish to cancel.

Refund Process

Once your return has been received and inspected, we will notify you of the outcome. If approved, refunds are issued to the original payment method.

Processing times may vary depending on your financial institution.

Exchanges

If you received a defective or damaged product, we will gladly arrange an exchange whenever possible. For all other situations, customers should complete the return process before placing a new order.

Refused Deliveries

If a customer refuses delivery without prior authorization from Cloud Couch, additional shipping and handling fees may be deducted from the refund.

White-Glove Delivery

If White-Glove Delivery services have already been completed, certain service fees may be non-refundable where permitted by applicable law.

Return Inspection

All returned products undergo inspection upon arrival. Refunds may be adjusted if the returned item is received in a condition inconsistent with this policy.

Fraud Prevention

Cloud Couch reserves the right to refuse returns that appear fraudulent, abusive, or inconsistent with normal consumer use.