We want the cover you ordered to fit the insert you own and to look right on the sofa. When it does not, this page sets out what can be returned, how long you have, who pays the return shipping, and how a refund is worked out. Requests to cancel or change an order before it ships are handled separately in our Cancel & Change Order Policy.

Our Commitment

Every piece is checked before it is packed. If something leaves us with a fault, with the wrong measurement, or in the wrong fabric, that is our mistake to fix and we will cover the cost of fixing it. Returns for reasons of preference are also accepted within the window below, on the terms described here.

Return Eligibility

To be accepted for return, an item must meet all of the following:

• The request reaches us within 30 days of the delivery date

• The item is unused, unwashed and unaltered, and has not been fitted over an insert

• Original tags, liners and packaging are intact and included

• Proof of purchase — the order number or confirmation email — is provided

• A return authorization has been issued by us before the item is sent back

Certain product categories may have specific return conditions noted on the product page. Where product-page terms differ from this general policy, the product-page terms apply.

How to Start a Return

Email us with your order number, the item concerned, and a short note on why it is coming back. Photographs help a great deal, especially where the issue is a fault or a mismatch. We will reply with a return authorization and the address to send it to. Please do not post anything back before you have that authorization, as unauthorized returns cannot be processed and will not be refunded.

Return Shipping Costs

If the return is the result of our error — a fault in the making, the wrong item, the wrong size against what was ordered, or damage in transit — we pay the return shipping and send you a prepaid label. In every other case, including a change of mind or a measurement taken incorrectly, return shipping is paid by the customer, and the original $4.95 shipping charge is not refunded.

We recommend a tracked service for anything you send back. Until a return arrives with us it remains your responsibility, and we cannot refund a parcel that never turns up.

Refund Process

Returns are inspected within 1 to 3 business days of reaching us, and we email you the outcome either way. Approved refunds go back to the original payment method — we cannot send a refund to a different card or account. Once issued, the funds take 3 to 13 business days to appear, depending on your bank or card issuer. Where a return is declined, we will explain why and can send the item back to you at your cost.

Exchanges

We do not run direct exchanges, because holding an item while a swap is arranged slows both halves down. Return the original under this policy and place a new order for what you want instead. If the exchange is needed because of our error, tell us when you write in and we will get the replacement moving without waiting for the first item to arrive back.

When Returns Are Not Accepted

We are not able to accept a return in the following circumstances:

• The request is made more than 30 days after delivery

• The item has been used, laundered or fitted over a pillow insert

• Tags, liners or original packaging have been removed, damaged or discarded

• No proof of purchase can be provided

• The item was returned without a return authorization from us

• The item has been cut, hemmed, trimmed or otherwise altered after delivery

• The damage occurred after delivery, including pet damage, staining, burns and sun fading

• The item is custom, made to order or personalized

• The item was bought as clearance or marked final sale

• The parcel was sent to an address other than the return address we supplied

Non-Returnable Items

The following cannot be returned or refunded under any circumstances other than a fault on our part:

• Custom, made-to-order and personalized items, including anything cut to a customer’s own measurements

• Fabric cut to length or sold by the yard

• Items marked clearance or final sale

• Gift cards

• Items showing wear, soiling or odour

• Items missing their original tags or packaging

Damaged or Incorrect Items

If your order arrives damaged, or is not what you ordered, email us within 48 hours of delivery with photographs of the item, the packaging and the shipping label. We will arrange a replacement or a full refund, including shipping, and you will not be asked to pay to send anything back.

Returns Contact

Start every return by contacting us first, and keep this address to hand for questions about a refund already in progress.

Gulf Coast Upholstery & Alterations

Address: 8463 AL-59, Foley, AL 36535, United States

Website: http://gulfcoastupholsteryalterations.com

Email: [email protected]

Support hours: Tuesday – Saturday 10:00 AM – 4:00 PM CT; Sunday and Monday: Closed