The Cutting Table · a common question
What's the return policy on the modular sofa if it doesn't work for us?
Also asked as:What is your return policy on the sofas?How much does return shipping cost?
A floor sofa is a lot of cushion to put back in a box. Here's how returns really work, and the cheaper road the workshop often offers instead.
The quick answer
If your modular floor sofa arrives damaged, lost or not as described, photograph it on arrival and get the workshop's answer in writing. For a change of mind you can return it, but you pay the return shipping, and the full refund follows once it arrives back undamaged. No return labels are sold, so get a carrier quote first; a partial refund to keep it is often offered.
SaveKey facts
- For damaged, lost or not-as-described items, photograph them on arrival and send the photos to the workshop.
- Replacing the damaged part has usually been the workshop's first offer.
- For change-of-mind returns, the buyer pays return shipping.
- The full refund follows once the returned item arrives undamaged.
- If it isn't returned in original condition, the buyer covers the loss in value.
- No return labels are sold or provided.
- Alternatives have included a partial refund to keep a piece, a discount on other pieces or a switch to a different piece.
- A standard floor sofa ships in roll packs of about 45 x 12 x 12 in, about 55-77 lb in total, so give those sizes when asking a carrier for a quote.
- Refunds go back to the original payment method, usually in about 2-10 days depending on the bank.
Have it made
Have Rosa’s workshop cut this for you
Every good cushion I know started with a long porch chat. This is the short version: leave your number and the workshop will call. — Rosa
Leave your details and the workshop will call you to confirm measurements, fabric, foam and piping. No prices, dates or payment on this page: it is a request, not an order.
When a sofa arrives damaged, lost or not as described
- A piece arrives damaged: photograph it that day and send the photos
- Sometimes a refund has come without the item going back
- A parcel is lost, or the sofa differs from its description: ask whether a replacement or a refund fits your case
- Bars look rusty or bent: wipe them first, then send photos and ask what the workshop will send
When the cost lands on your side of the porch
- Change of mind: you pay the return shipping
- No prepaid label and no pickup
- Not in original condition: you cover the loss in value
- Arrives back damaged: no refund
Get the carrier quote before you tape the box
Pull up a chair, neighbor, because this is the part that surprises people. The workshop can't estimate return freight for you, and a sofa can cost far more to ship back than people expect. For one buyer, the quote on a single backrest came in above what the backrest itself was worth.
That's why the workshop has so often offered another road: a partial refund to keep it, as it once did on a single backrest. It has also taken the amount off other pieces, or switched the order to a different piece. Before you give up on the fit, the modular floor sofa layouts Pattern might turn "doesn't fit" into a new arrangement.
The measuring that saves a return
More than one return question has started with a move: the new place won't fit it. Measure the room the sofa will live in next year, not only the one it's in now. The floor sofa buying guide walks through space and seat height, and the modular floor sofas hub shows every piece. Which room will your sofa call home a year from now?
A modular floor sofa that doesn't quite fit can often stay: the workshop once offered a partial refund on one backrest instead of a costly return.
Rosa
Buyer questions
- A common question
What if we no longer want the sofa, or just one part of it?
The workshop's answerYou ship it back to the workshop at your own cost, and the refund is paid in full once it arrives undamaged. Return labels aren't sold. Because return shipping can cost more than the piece, the workshop often offers a partial refund to keep it, a discount on other pieces, or a switch to a different piece.
- A common question
How do returns work for something this large?
The workshop's answerFor damaged items, send photos; past cases were settled with replacement parts or a refund. For change-of-mind returns you ship it back at your own cost and are refunded once it arrives; if it isn't in original condition, you cover the loss in value. There's no prepaid return service.
- A common question
If one piece arrives damaged, do I have to send the whole sofa back?
The workshop's answerNo. In past cases the workshop replaced the damaged parts first, or refunded, sometimes without asking for anything back. Photograph the damage the day it arrives and send the photos.
- A common question
The sofa doesn't work in our space. What are our options?
The workshop's answerFor defects, send photos the day it arrives. Other returns ship back at your cost, with the refund once the item arrives undamaged. As an alternative, the workshop has offered a partial refund to keep the order, and a new arrangement of the pieces may solve the fit first.
Questions buyers ask next
Will the workshop estimate return shipping for me?
Not reliably. It doesn't sell return labels, and its one rough estimate for a sofa was several hundred dollars, while real carrier quotes have come in higher. Ask a local carrier with the box sizes and weight.
Can I return only the ottoman or one backrest?
Yes, and the same rules apply to a single piece: you pay return shipping and the refund follows once it arrives undamaged. For one piece, a partial refund to keep it has often been the better deal.
What if I picked the wrong color by mistake?
Tell the workshop straight away, because before production the code can be changed. Once made, the piece can be remade in the right color at production cost, often as just a new cover.
