Refund policy
Return & Refund Policy
At Couch Collective, we take immense pride in the architectural design, elite craftsmanship, and commercial-grade structural integrity of our premium executive seating collection. We want you to be completely satisfied with your investment.
Please review our comprehensive return and cancellation policies outlined below.
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1. 14-Day Return Window
We offer a 14-day return window for all standard product orders. You have 14 calendar days from the date of physical delivery to request a formal return.
To be eligible for a return, your item must meet the following criteria:
* It must be completely unused, clean, and in the exact same condition that you received it.
* It must be packed securely in its original packaging (including all internal protective wraps and hardware boxes).
* You must provide a valid receipt or proof of purchase.
*Note: Due to their custom nature, bespoke modifications or special-order custom leather upholstery profiles are not eligible for voluntary returns.*
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2. Return Shipping & Restocking Fees
Because premium executive furniture involves specialized transit, handling, and logistics:
* Return Logistics:** Customers are responsible for arranging and paying for return shipping costs to our designated fulfillment center. Alternatively, Couch Collective can arrange a local corporate courier pick-up, the cost of which will be deducted directly from your final refund total.
* Restocking Fee:** All approved voluntary returns are subject to a **15% restocking fee** to cover specialized handling, commercial inspection, and repackaging diagnostics.
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3. Damages, Defects, and Incorrect Items
Your satisfaction and peace of mind are our highest priorities. Every chair leaves our facility undergoing strict quality control benchmarks. If your order arrives damaged or defective:
* Please inspect your item immediately upon delivery.
* Notify our concierge support team within **48 hours of delivery** by emailing sales@couchcollective.sg with your Order Number and clear photographic/video evidence of the defect or shipping damage.
* If the structural damage or manufacturing defect is verified by our team, we will arrange a complimentary priority replacement or full repair at zero cost to you.
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4. Order Cancellations
* Standard Orders:** You may cancel any standard order within **24 hours of purchase** for a full 100% refund, no questions asked.
* Cancellations After 24 Hours:** Cancellations made after 24 hours (but before dispatch) may incur a minor processing fee if specialized logistics or custom staging has already commenced. Dispatched items cannot be canceled and must follow our standard Return Window protocol.
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5. Refund Processing Timeline
Once your return is physically received, thoroughly inspected by our warehouse technicians, and approved:
* We will notify you via email regarding the approval or rejection of your refund based on the item’s condition.
* Approved refunds will be processed automatically and credited back to your original payment method (e.g., Credit Card, PayNow) within **7 to 14 business days**, depending entirely on your financial institution's processing cycles.
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Contact Our Concierge Support
For any questions regarding your delivery, setup assistance, or to initiate a formal return request, please contact us:
* Email: sales@couchcollective.sg
* Corporate Mailing Address (No walk-ins/showrooms): 60 Paya Lebar Road, #06-28, Paya Lebar Square, Singapore 409051