Returns, Exchanges & Refunds

COVEOACH aims to help you shop confidently for modern sofas through our online store.

This policy explains the conditions and procedures for returns, exchanges, refunds, cancellation requests, and orders that arrive damaged, defective, incorrect, or incomplete.

1. Requesting a Return

Eligible return requests can be submitted within 30 days of the date your order is confirmed as delivered.

Before arranging a return, email service@coveoach.com. Our support team will review your request, assess eligibility, and provide the authorized return address and instructions.

Please obtain approval before sending any product back. Returns shipped without authorization, or delivered to an address that our team has not approved, may be delayed, rejected, or unable to be processed.

We may request proof of purchase, such as your order number or order confirmation.

Choosing the correct return destination

The return location may depend on the product, original fulfillment location, customer destination, warehouse arrangements, available logistics services, and reason for return.

Do not send a return to our registered company address unless our support team specifically instructs you to do so.

COVEOACH will provide the appropriate destination and shipping instructions after approving your return request.

2. Condition Requirements for Preference-Based Returns

Unless an item arrives damaged, defective, incorrect, or incomplete, or applicable consumer law provides additional rights, products returned for personal-preference reasons should generally be:

• Unused or maintained in like-new condition.

• Free from visible wear and customer-caused damage.

• Free from stains, tears, or excessive stretching of upholstery.

• Unaltered and unmodified.

• Free from unauthorized repairs.

• Accompanied by all originally supplied parts and accessories.

• Returned with any included decorative elements.

• Accompanied by applicable care information and product inserts.

• Returned in the original protective packaging whenever reasonably possible.

Sofa upholstery, cushions, seams, frames, legs, trims, fasteners, and other components can be damaged during transportation. Please pack all returned items carefully.

A returned product may need to be inspected before a refund is approved.

Unpacked, handled, or tried-out sofas

Opening the packaging does not automatically make a product ineligible for return.

Where permitted by law, a sofa returned for personal-preference reasons after unpacking, handling, trying it out, or using it may be assessed for condition.

We may check for evidence of:

• Excessive wear.

• Improper use.

• Customer-caused tears.

• Damage from unsuitable washing or cleaning.

• Unauthorized repairs or alterations.

• Missing components.

• Improper storage.

• Excessive stretching of upholstery or covers.

• Other damage occurring after delivery.

For products subject to hygiene considerations, return eligibility may depend on how extensively the item has been used. Any product-specific restriction remains subject to applicable law and information disclosed before purchase.

Where legally permitted, a refund may be reduced if handling beyond what was reasonably necessary to inspect the product has caused a measurable loss in its value.

3. Products That May Be Excluded

Subject to applicable law, some products may not qualify for preference-based returns. Examples include:

• Personalized or customized items.

• Gift cards.

• Products clearly marked as final sale.

• Hygiene-sensitive products where restrictions were disclosed before purchase.

• Items damaged through misuse or improper handling.

• Products altered or repaired without authorization.

• Items missing important parts because of customer handling.

• Products specifically identified as non-returnable before purchase.

Product-specific exclusions will be shown on the relevant product page or communicated before return approval, subject to applicable disclosure requirements.

These exclusions do not limit statutory consumer rights that cannot legally be excluded.

4. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your COVEOACH order as soon as reasonably possible after delivery.

Check the sofa and any supplied cushions, upholstery covers, legs, frame components, connectors, fasteners, trims, decorative details, and other included parts.

Contact us promptly if an item arrives:

• Torn or damaged.

• Defective.

• Different from the product ordered.

• Incomplete.

• Missing accessories or decorative components.

• Significantly different from the selected size, color, configuration, or other ordered variation.

Information needed for a review

Depending on the issue, we may request:

• Your order number.

• The product name.

• Clear photographs of the product.

• Photographs of the inner packaging.

• Photographs of the outer shipping packaging.

• An image of the shipping label.

• A short video where the issue is easier to demonstrate visually.

Photos or video may be particularly useful for showing loose stitching, open seams, detached trims, damaged zippers or fasteners, missing components, torn upholstery, deformation, or other construction-related problems.

After reviewing the information, we will explain the appropriate resolution based on the circumstances, this policy, and applicable consumer law.

Basic checks before a return

For some reported concerns, our team may recommend reasonable checks before arranging a return. Depending on the product, these may include:

• Reviewing the product’s care instructions.

• Confirming that detachable components are correctly secured.

• Checking the positioning of cushion ties, connectors, or fasteners.

• Reviewing the stated dimensions or configuration.

• Checking whether packaging has temporarily affected the shape of cushions or upholstery.

If the sofa appears structurally damaged, torn, defective, or unsuitable for normal use, we may ask for photographs or further information.

You are not required to continue using a product that appears damaged or unsuitable for normal use.

5. Shipping Costs Associated With Returns

Preference-based return shipping

Where permitted by applicable law, customers generally pay return shipping costs for personal-preference returns.

These reasons may include:

• Changing your mind.

• Selecting an unsuitable size.

• Choosing the wrong color or style.

• No longer wanting the product.

• Finding that the sofa does not suit your personal interior styling preferences.

• Other reasons unrelated to an error by COVEOACH.

If COVEOACH confirms that a product was damaged during delivery, defective, incorrectly supplied, incomplete, or otherwise qualifies for seller-paid return shipping under applicable law, we will provide the appropriate instructions.

Please wait for our guidance before sending the product back or purchasing unusually expensive return shipping services.

Original delivery charges

Original shipping charges are generally not refundable for preference-based returns unless:

• COVEOACH expressly agrees otherwise.

• The return results from an error by COVEOACH.

• The product arrived damaged or defective.

• An incorrect product was supplied.

• Applicable law requires reimbursement of the original shipping charge.

6. Preparing a Sofa for Return

Secure packaging helps protect the product during return transportation.

Whenever reasonably possible, include everything originally supplied, such as:

• The sofa and all supplied sections or components.

• Cushions and decorative elements.

• Detachable accessories.

• Legs, connectors, and fastening components.

• Product inserts.

• Care information.

• Protective materials.

• Original packaging.

• Any other included parts.

Upholstery, cushions, frames, legs, trims, and other sofa components should be protected from snagging, crushing, excessive movement, moisture, staining, stretching, deformation, and friction during transit.

For preference-based returns, customers are responsible for packaging the product appropriately before dispatch.

International returns

International returns may involve additional shipping charges, customs procedures, carrier requirements, documentation, and longer transportation periods.

Sofas, upholstered components, and detachable parts should be carefully protected for international return shipping.

Contact COVEOACH before arranging an international return.

Except where responsibility cannot legally be excluded, COVEOACH is not responsible for unnecessary customs charges, additional shipping expenses, or other costs arising from returns sent without following our support team’s instructions.

7. Return Inspection and Refund Assessment

After a returned product reaches the authorized location, it may be inspected to confirm:

• Product identity.

• Return eligibility.

• Overall condition.

• The stated reason for return.

• The presence of supplied accessories and components.

• The condition of stitching and seams.

• The condition of upholstery and cushions.

• The condition of decorative details and trims.

• The condition of closures, fasteners, and other relevant components.

Approval to return a product does not mean that a refund has already been approved.

The final refund decision may be made after the product has been received and inspected.

Missing parts or accessories

Where applicable law permits, a refund may be reduced if the return is missing components originally supplied with the product.

Depending on the sofa, these may include cushions, decorative trims, detachable accessories, ties, legs, fastening components, product inserts, care information, protective packaging, or other included parts.

Any reduction will depend on the circumstances and applicable legal requirements.

Other possible refund adjustments

Where legally permitted, a reasonable deduction may apply if a returned product has lost value because of:

• Missing accessories or components.

• Excessive use.

• Visible wear.

• Customer-caused tears or stains.

• Incorrect washing or cleaning.

• Improper handling.

• Unauthorized repairs.

• Unauthorized alterations.

• Other damage occurring after delivery.

Each adjustment will be considered individually, taking into account product condition, the circumstances of the return, and applicable law.

8. Receiving an Approved Refund

When a return is approved following inspection, the refund will generally be issued to the original payment method.

After COVEOACH submits the refund, additional processing time may be required by your bank, card issuer, payment processor, payment provider, or another financial institution.

Processing schedules vary between providers and are outside COVEOACH’s direct control.

9. Exchanges and Replacement Availability

Exchanges depend on current inventory.

COVEOACH sofas may be available in different colors, patterns, sizes, textures, designs, styles, and other variations. Stock levels can change, so the exact replacement requested may not always be available.

If a direct exchange cannot be arranged, the practical alternative may be to:

1. Request a return for the eligible product.

2. Complete the authorized return process.

3. Place a new order for the preferred style, color, size, or variation.

Please contact customer support before returning any product for exchange.

10. Canceling an Order

If you want to cancel an order, contact service@coveoach.com as soon as possible after placing it.

We will make reasonable efforts to process cancellation requests before fulfillment begins. However, cancellation may no longer be possible once an order enters processing, picking, packing, protective packaging, fulfillment, shipment preparation, or dispatch.

If the order has already shipped, you may need to receive it and then follow the applicable return procedure.

Refunds for successful cancellations

If an order is successfully canceled after payment has been processed, the applicable refund will generally be returned to the original payment method or another method permitted by the relevant payment provider.

Your financial institution may require additional time before the refund appears in your account.

11. Refused or Unclaimed Shipments

Refusing a delivery does not automatically entitle the customer to a full refund.

If a shipment is refused, left unclaimed, or returned to the sender, contact COVEOACH so that we can review:

• The delivery status.

• Carrier charges.

• The condition of the returned packaging.

• The condition of the product.

• Return eligibility.

• Other relevant circumstances.

Where permitted by law, reasonable shipping or return expenses may be deducted from a preference-based refund if those expenses arise from refusing or failing to accept an otherwise valid delivery.

12. Statutory Consumer Protections

This policy works alongside applicable consumer protection laws and does not replace them.

Depending on your country, state, province, or region, you may have additional rights concerning defective products, product conformity, damaged goods, repairs, replacements, returns, refunds, cancellations, or withdrawal from a purchase.

Nothing in this policy is intended to waive, remove, or restrict consumer rights that cannot legally be excluded.

Where mandatory consumer law provides greater rights than those described here, those statutory protections continue to apply.

13. Contact and Company Details

For assistance with a return, refund, exchange, cancellation, damaged or defective sofa, incorrect product, or incomplete order, contact our customer support team.

Brand
COVEOACH

Website
coveoach.com

Customer Support Email
service@coveoach.com

Legal Entity
Zhenghe Weiteng Network Technology Co., Ltd.

Registered Address
No. 2 Qianjie, Jiefang Street, Zhenghe County, Fujian Province

For order-related inquiries, include your order number and the email address used when placing the order.

If the issue involves upholstery, cushions, stitching, seams, trims, fasteners, or another sofa component, please provide clear photographs of the product and its packaging.

For your security, never send complete credit card numbers, CVV codes, banking passwords, or other sensitive account credentials by email.

coveoach.com is operated by Zhenghe Weiteng Network Technology Co., Ltd.