Refund policy
This Refund, Return & Exchange Policy applies to purchases made directly through Sofahug.com, operated by KEVERA LLC.
We want you to feel confident choosing the right SofaHug for your home. This policy explains how exchanges, returns, damaged-item claims, and refunds are handled.
1. 30-Day Exchange Window
Eligible SofaHug products may be returned for an exchange within 30 days of delivery.
You may unpack your SofaHug and place it on your sofa to evaluate the:
- Size
- Coverage
- Color
- Style
- Appearance
- Overall fit in your home
If you choose the wrong size, change your mind about the color or style, or would prefer another eligible SofaHug product, you may request an exchange within the 30-day exchange window.
For a standard exchange, the returned item must be:
- Unwashed
- Free from significant stains or odors
- Free from customer-caused damage
- Free from excessive pet hair or contamination
- Free from damage beyond normal fit and appearance testing at home
- Returned with its original packaging when reasonably possible
The 30-day exchange window is intended to allow customers to evaluate the product's fit, coverage, color, style, and appearance.
It does not cover damage caused by extended use, scratching, chewing, washing, staining, misuse, alteration, or other customer-caused damage.
2. Change of Mind, Wrong Size, or Style Preference
For returns resulting from:
- Change of mind
- Customer-selected incorrect size
- Preference for another color or style
- Preference for another eligible SofaHug product
SofaHug offers an exchange rather than a monetary refund.
Approved products may be exchanged for another eligible:
- Size
- Color
- Style
- SofaHug product
Standard change-of-mind or customer-selected sizing returns are not eligible for a full monetary refund.
This does not affect claims involving products that arrive damaged, defective, incorrect, or otherwise qualify under Section 7 of this policy.
3. Price Differences When Exchanging
If the replacement product has a higher price than the original eligible product, the customer is responsible for paying the difference before the replacement is dispatched.
If the replacement product has a lower price, the customer may choose either:
- A refund of the price difference to the original payment method; or
- SofaHug store credit for the price difference.
Any refund of a price difference applies only to the difference between the eligible original product value and the replacement product value.
Shipping charges are handled separately as described in this policy.
4. Standard Exchange Shipping Costs
For standard exchanges resulting from change of mind, customer-selected sizing, color preference, or style preference:
- The customer is responsible for the cost of shipping the original product back.
- Any applicable shipping cost for sending the replacement product to the customer may also be the customer's responsibility.
- SofaHug does not charge a restocking fee.
Return shipping costs may vary depending on the carrier selected, package size, and return destination.
Returns are accepted by mail.
Once an exchange request has been approved, our support team will provide the appropriate return address and shipping instructions.
Please do not send a product back before receiving return instructions from SofaHug.
5. Size Safe Guarantee
Size Safe Guarantee is an optional service designed to reduce the cost and uncertainty of choosing the wrong size.
Orders covered by Size Safe include:
- Personalized sizing assistance
- Measurement support
- One eligible free size exchange per protected item
- Return shipping covered by SofaHug for the eligible size exchange
- Replacement shipping covered by SofaHug for the eligible size exchange
- Priority sizing support
If you are unsure which size to order, you may send us your sofa measurements or a photo and our team will help recommend an appropriate size.
If the size is not right, contact us within 30 days of delivery.
We may request a photo of the SofaHug placed on your sofa so our sizing team can evaluate the fit and recommend the appropriate replacement.
If our sizing team recommended the wrong size, we will correct the sizing issue at no additional cost to you.
Size Safe is not required to request a standard exchange.
Customers without Size Safe may still exchange an eligible item under our standard 30-day exchange policy, but standard exchange shipping costs may apply.
6. Exchange Eligibility
To qualify for a standard exchange, the request must be submitted within 30 days of delivery and the product must meet the condition requirements described in this policy.
Products that do not meet these requirements may not qualify for an exchange.
If an item is returned and our inspection identifies an issue that may affect eligibility, our support team will contact you before making a final decision.
We do not charge a restocking fee for approved eligible exchanges.
7. Damaged, Defective, Incorrect, or Missing Items
If your order arrives:
- With a manufacturing defect
- Damaged in transit
- In a different size, color, or product from what was ordered
- With an item missing from the package
please contact us as soon as possible and within 30 days of delivery at:
Please include:
- Your order number
- A description of the issue
- Clear photos or video showing the affected item, where applicable
- Photos of the packaging when relevant
For an approved damaged, defective, incorrect, or missing-item claim, SofaHug will cover the reasonable costs required to correct the issue.
Depending on the circumstances, we may provide:
- A replacement
- The correct product
- An exchange
- A partial refund where appropriate
- A full refund for the affected product where appropriate
Customers will not be required to pay return or replacement shipping for an approved manufacturing defect, transit damage, or fulfillment error.
8. Items That Cannot Be Returned or Exchanged
The following are not eligible for standard change-of-mind exchanges:
- Items returned more than 30 days after delivery
- Washed items
- Items with significant stains or odors
- Items with excessive pet hair or contamination
- Items damaged by scratching, chewing, misuse, or other customer-caused damage
- Items altered or modified after delivery
- Gift cards
- Items clearly marked Final Sale before purchase
A sale, discount code, or promotional offer does not automatically make an item Final Sale.
If an item is non-returnable or non-exchangeable, it will be clearly identified as Final Sale before purchase.
Final Sale restrictions do not affect eligible claims involving products that arrived damaged, defective, incorrect, or materially different from what was ordered.
9. Inspection of Returned Products
Returned products may be inspected after they are received.
The inspection confirms whether the product meets the eligibility requirements described in this policy.
If an issue is identified that may affect the exchange or refund eligibility, our support team will contact you.
Approved exchanges will be processed after the returned product has been received and inspected unless our support team confirms another arrangement.
10. Refund Processing
Monetary refunds are generally provided only where specifically permitted under this policy, including:
- Approved damaged or defective product claims
- Approved transit-damage claims
- Approved fulfillment errors
- Refunds of a price difference when a customer exchanges for a lower-priced product and chooses a monetary refund
- Other circumstances where SofaHug determines that a refund is appropriate
Approved refunds are issued to the original payment method within 3 business days after approval.
Your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
Any additional processing time imposed by a financial institution is outside SofaHug's direct control.
11. Exchange Availability
Exchange requests are subject to product and size availability.
If the requested replacement product is unavailable, our support team will help you select another eligible size, color, style, or SofaHug product.
If the replacement product selected has a different price, the price-difference rules described in Section 3 will apply.
For standard change-of-mind or customer-selected sizing exchanges, unavailability of a particular replacement does not automatically create eligibility for a full monetary refund.
12. How to Start a Return or Exchange
To request an exchange or submit a damaged, defective, incorrect, or missing-item claim, email:
Please include:
- Your order number
- The reason for the request
- The replacement size, color, or product you would prefer, if applicable
- Photos or video where relevant
Our support team will review the request and provide the appropriate instructions.
Do not send products to our corporate, registered, or contact address unless our support team specifically confirms that it is the correct return destination for your order.
Unauthorized returns sent to an incorrect address may delay processing.
13. Return Destination
SofaHug uses a distributed fulfillment network, so the appropriate return destination may vary depending on the product, original fulfillment location, inventory availability, and reason for the return.
For this reason, customers must contact us before mailing any return.
Our support team will provide the appropriate return destination and shipping instructions after reviewing the request.
14. Order Cancellations
Orders may be canceled or modified only before they have been processed and dispatched.
Once an order has been handed over to the shipping carrier, it can no longer normally be canceled or modified.
After delivery, eligible orders may still qualify for an exchange or other resolution under this policy.
For handling times, shipping costs, tracking, and delivery information, please review our Shipping Policy.
15. Consumer Rights
This policy does not limit any rights you may have under applicable consumer protection laws.
Where applicable law provides rights or remedies beyond the terms described in this policy, those rights will continue to apply.
16. Contact Us
For questions regarding an exchange, return, refund, damaged item, or sizing issue, please contact:
SofaHug
Operated by KEVERA LLC
Email: support@sofahug.com
Our support team will review your request and provide the appropriate next steps.