Refund policy

Return, Exchange and Refund Policy

We want you to be happy with your purchase. Please review the following policy carefully before placing an order.

New Furniture Returns

New furniture that is not designated Final Sale may be returned under the following conditions:

Return Condition

Returned furniture must be in like-new, clean and resalable condition.

The merchandise must be:

Original packaging must be retained for products delivered by a carrier or shipped in boxes. Original packaging is not required when it was removed by The Sofa Company's white-glove delivery team.

All returns will be inspected after collection. Merchandise that is damaged, excessively used, soiled, altered or otherwise not in resalable condition may be refused. Additional cleaning, repair, missing-part or loss-of-value charges may be deducted when applicable.

Floor Models, Clearance and Final-Sale Items

Floor models, clearance merchandise, AS-IS products, special-order items and one-of-a-kind pieces are final sale and are not eligible for returns, refunds or exchanges, except where required by law.

We want you to buy with confidence, so we encourage you to take your time and inspect these items closely in-store before purchasing. You're welcome to look the piece over for wear, markings, wrinkles, colour variation or any other imperfections, and to ask us any questions about its condition. Known imperfections will also be noted through product notes, photographs or an in-person walkthrough with our team, and are reflected in the selling price.

At delivery or pickup, we ask that you review the item once more and sign off confirming it matches what you inspected and agreed to purchase in-store. Once signed for, floor model and AS-IS merchandise is considered accepted as-is and is not eligible for return or exchange for cosmetic concerns. This doesn't affect any rights you have under applicable consumer-protection law, and we're always happy to help if something genuinely doesn't match what was represented to you.

Exchanges

Exchange requests must be made within five calendar days of delivery or pickup and are subject to approval and product availability.

The standard 15% restocking fee applies to exchanges unless waived by The Sofa Company. Return transportation and delivery charges also apply, and any price difference must be paid before the replacement is delivered.

Delivery Damage, Incorrect Items and Manufacturing Concerns

Please inspect your furniture carefully at the time of delivery. Visible damage or missing items should be reported immediately and, whenever possible, noted with the delivery team before the driver leaves.

Concealed damage, an incorrect item or a suspected manufacturing defect should be reported to us as soon as possible, preferably within 48 hours, with clear photographs and a description of the concern.

If we confirm that an item was damaged during delivery, supplied incorrectly or has a manufacturing defect, we will determine the appropriate resolution, which may include repair, replacement parts, an exchange or a refund. Confirmed defects and errors caused by The Sofa Company are not subject to restocking or return transportation fees.

Natural leather markings, normal variations in colour and grain, cushion settling, normal wrinkling, firmness preferences and ordinary wear are not considered manufacturing defects.

Cancellations

Please contact us immediately if you need to cancel an order.

We will make every effort to accommodate cancellations before an order has been prepared, shipped or dispatched. Once merchandise has been prepared for delivery or has left our facility, the order will be treated as a return and the applicable restocking and transportation charges will apply.

Floor models, clearance merchandise, AS-IS products and special orders cannot be cancelled once processed, except where cancellation rights apply under applicable law.

Refunds

Approved refunds will be issued to the original payment method after the merchandise has been returned and inspected.

The refund will include the eligible merchandise amount and applicable taxes, less:

Please allow 5–10 business days after inspection for us to process the refund. Your bank or credit-card provider may require additional time for the credit to appear.

Consumer Rights

This policy does not limit any rights or remedies available under applicable Canadian consumer-protection laws.

To request a return, exchange or service assessment, please contact The Sofa Company through our website or call us at 416-665-6161.