Refund policy

This Refund & Return Policy applies to all purchases made on Sofahug.com, which is owned and operated by KEVERA LLC. We want you to enjoy a smooth shopping experience with us. To ensure fairness and transparency, please read our policy carefully before making a purchase.

1. SIZE SAFE PROTECTION PROGRAM (Highly Recommended)

To help customers feel more confident when choosing sizes, we offer the optional Size Safe Guarantee protection package with the following benefits:

Personalized Size Verification: After placing an order, a Sofahug sizing expert will review your sofa details and confirm the best-fitting size via email.
Measurement Support: We'll provide a measurement guide. Or simply send us a photo of your sofa, and we'll recommend the right size.
1-Time Free Size Exchange: If the cover doesn't fit your sofa, we'll replace it with the correct size at no additional cost (no shipping fees, no restocking fees).
Priority Customer Service: Orders with this guarantee are given priority resolution within 1-2 business days.

Terms & Conditions for Size Safe:

Covers 1 free size exchange per item with this protection.
Customer must provide a photo of the sofa with the cover applied to confirm the sizing issue.
Not applicable for mismatched sofa types (e.g., ordering a 3-seater cover for an L-shape sofa).
Exchange request must be submitted within 30 days of delivery.

2. ELIGIBILITY FOR RETURNS & REFUNDS (Without Size Safe Program)

Because our products are made-to-order and for hygiene reasons, we generally do not accept returns for "change of mind" or "incorrect size chosen" unless you have purchased the Size Safe Protection Program.

⚠️ Important: A detailed size chart is provided on every product page. Customers are responsible for reviewing this chart before placing an order.

We ONLY accept returns or issue refunds/replacements under the following conditions:

The product has a manufacturing defect (e.g., torn fabric, broken seams).
The product was damaged during transit.
You received the wrong item/color compared to your order confirmation.

3. HOW TO HANDLE DEFECTIVE OR INCORRECT ITEMS

If you receive a defective or incorrect item, we sincerely apologize! Here is how we make it right:

Contact us at support@sofahug.com within 30 days of delivery.
Include your Order Number and clear photos/videos showing the defect or the wrong item received.
You do NOT need to pay return shipping. We will quickly send you a free replacement. In some cases, a full refund may be issued to your original payment method.

4. RETURN CONDITIONS (For Approved Exceptions)

In rare cases where our support team approves a return for reasons other than defects (subject to approval on a case-by-case basis):

Items must be unused, unwashed, free of pet hair/odors, and in their original packaging.
Customers are responsible for all return shipping costs.
A restocking/handling fee of 15% of the product price will be deducted from the refund amount.
Do not ship back any items without written confirmation and an authorized Return Address provided by our support team.

5. NON-RETURNABLE ITEMS

Clearance or heavily discounted items (50% off or more).
Products purchased during flash sales (unless defective).
Items marked as Final Sale.

6. REFUND PROCESS

Once your return is received and inspected:

We will notify you of the approval or rejection of your refund.
If approved, refunds will be issued to your original payment method within 3 business days.
Depending on your bank or PayPal, it may take an additional 7–10 business days for the funds to appear in your account.