Refund policy
At Ember Sofa, we want you to love your new sofa. If you’re not completely satisfied with your purchase, we offer a 30-day return period beginning on the date your order is delivered.
Please review the policy below for eligibility, return requirements, pickup, and refunds.
1. 30-Day Return Policy
You may request a return within 30 days of delivery.
To start a return, please contact us at hello@embersofa.com. Your return request must include:
- Full name
- Email address
- Order number
- Reason for the return
- Photos of the sofa if the packaging has been opened
Returns cannot be initiated after the 30-day return period has expired.
2. Return Requirements
To be eligible for a return, the sofa must be:
- In its original packaging and boxed for pickup
- Properly packaged and protected for transportation
- In resalable condition, subject to inspection
If the sofa has been opened, assembled, used, or otherwise removed from its original packaging, please provide photos when submitting your return request. Ember Sofa will determine whether the item is eligible for return based on its condition.
Do not ship the sofa back yourself. Ember Sofa will coordinate the return pickup on your behalf.
3. Return Pickup
Once we receive your return request, Ember Sofa will review the information and respond within 2 business days.
If the return is approved, Ember Sofa will work with a local contractor or pickup partner to arrange collection of the sofa.
We will work to have the sofa picked up within 14 business days after your return has been approved. The local contractor will contact you directly to coordinate a convenient pickup date and time.
The sofa must be properly packaged and ready for pickup at the agreed-upon time.
4. Restocking Fee
Approved returns are subject to a 20% restocking fee.
The restocking fee covers the costs associated with arranging local pickup, handling, transportation, inspection, and processing the returned sofa.
The 20% restocking fee will be deducted from the refund amount.
Example: If your order total is $3,000, a 20% restocking fee would be $600, resulting in a refund of $2,400, subject to any other applicable deductions outlined in this policy.
5. Refunds
Once the sofa has been confirmed as picked up, Ember Sofa will initiate your refund.
Refunds may take 7–10 business days to process after the pickup has been confirmed. Once processed, the refund will be issued to the original payment method/card used for the purchase.
Your financial institution may require additional time for the refund to appear on your account.
6. Damaged or Defective Items
We carefully inspect and package our sofas before shipment. If your sofa arrives damaged or defective, please contact us within 48 hours of delivery.
Please provide:
- Your order number
- A description of the damage or defect
- Clear photos showing the issue and, when applicable, the packaging
Depending on the circumstances, Ember Sofa may offer a replacement, repair, or full refund at our discretion.
Please do not dispose of or return a damaged or defective item unless instructed by Ember Sofa.
7. Order Cancellations
Orders may be canceled before they are shipped. Please contact hello@embersofa.com as soon as possible if you need to cancel an order.
Once an order has shipped, it can no longer be canceled and will instead be subject to the return policy outlined above.
Refused deliveries are treated as returns and are subject to the 20% restocking fee, as well as any applicable return shipping or transportation costs incurred by Ember Sofa.
8. Items Not Eligible for Return
A return may be denied if the sofa:
- Is returned outside the 30-day return period
- Has been damaged due to misuse, abuse, or improper handling
- Is missing significant components or packaging
- Cannot be safely packaged for pickup
- Has been altered or modified after delivery
- Is otherwise determined to be in a condition that prevents it from being resold
Normal signs of use, damage caused after delivery, or conditions unrelated to a manufacturing defect are not considered defective items.
9. How to Start a Return
To begin the return process, email hello@embersofa.com with the following information:
Name:
Email Address:
Order Number:
Reason for Return:
Photos (if the sofa has been opened):
Our team will respond within 2 business days with the next steps.
Once your return is approved, we will coordinate with a local pickup contractor to arrange collection of your sofa. The contractor will contact you directly to schedule the pickup.
After the sofa has been confirmed as picked up, your refund will be processed within 7–10 business days, less the applicable 20% restocking fee.
10. Questions About Returns
If you have any questions about our return or refund policy, please contact us at hello@embersofa.com. Our team is happy to help you through the return process.