Refund policy
Couch Possum is operated by POP MOP PANTRY INC. This Return & Refund Policy applies to purchases made through couchpossum.com.
At Couch Possum, we want every customer to receive the correct product in the condition described on our website.
Please review this policy carefully before placing your order.
1. 30-Day Return Window
You may request a return within 30 days of the date your order is delivered.
We accept eligible returns for both defective and non-defective products, subject to the conditions described in this policy.
Return requests submitted after the 30-day return period may not be accepted unless otherwise required by applicable law.
2. Return Eligibility
To qualify for an eligible non-defective return, the product must:
- Be clean and undamaged
- Be in resalable condition
- Be free from stains, tears, odors, pet damage, misuse, alteration, or excessive wear
- Include all accessories, components, cushions, covers, and other items originally included with the product
- Be returned only after receiving written return authorization from Couch Possum
Proof of purchase is required for all returns.
Products that do not meet these conditions may not be eligible for return or refund.
3. Damaged, Defective, Incorrect, or Misdescribed Products
Please contact us within 30 days of delivery if:
- The product arrives damaged
- The product is defective
- You receive the wrong product
- You receive the wrong color or configuration
- The product is materially different from the description shown on our website
- The order was affected by a fulfillment or shipping error
Please contact us at:
Your request should include:
- Your order number
- The email address used to place the order
- A description of the issue
- Clear photos or videos showing the product and the issue
- Photos of the packaging where relevant
After reviewing the claim, Couch Possum may provide an appropriate resolution, including:
- A replacement product
- A full refund
- A partial refund
- Replacement components
- Return instructions and a prepaid return solution where a return is required
For approved returns involving damaged, defective, incorrect, or materially misdescribed products, Couch Possum will cover reasonable return shipping costs.
4. Change-of-Mind Returns
We accept eligible change-of-mind returns within 30 days of delivery.
Change-of-mind returns may include situations where:
- The product is no longer wanted
- The color is not preferred
- The size is not suitable
- The style is not suitable
- The comfort or firmness does not match personal preference
- The product does not fit the intended room or space
To qualify, the product must meet the eligibility requirements described in this policy.
For approved change-of-mind returns:
- The customer is responsible for return shipping costs
- Original shipping charges, if any, are non-refundable
- Couch Possum does not charge a restocking fee
Please note that return shipping costs for large furniture products may be substantial.
This is especially relevant for sofas that have already been opened and expanded and can no longer be returned to their original compressed shipping size.
Do not arrange or purchase return shipping before receiving written return authorization and instructions from Couch Possum.
5. Compressed and Expanded Sofas
Certain Couch Possum sofas are shipped in compressed packaging to make transportation, delivery, and moving the product into your home easier.
Immediately after unboxing, the sofa may appear:
- Wrinkled
- Compressed
- Flattened
- Uneven
- Smaller than its intended final shape
These conditions may be a normal result of compression and transportation.
Please allow up to 48 hours after unboxing for the sofa to fully expand and recover its intended shape and comfort.
Temporary wrinkles, compression marks, unevenness, or compressed areas during the initial expansion period do not necessarily indicate a defect.
For concerns specifically related to shape, expansion, wrinkles, or compression, please allow the full 48-hour expansion period before evaluating the final condition of the product.
This waiting period does not apply to obvious issues such as:
- Shipping damage
- Tears
- Broken components
- Incorrect products
- Incorrect colors
- Missing components
- Other clearly visible defects
Once opened and expanded, a compressed sofa generally cannot be returned to its original vacuum-compressed condition.
Please do not attempt to recompress the sofa or force an expanded sofa back into its original shipping box.
If an opened or expanded sofa is approved for return, our support team will provide return instructions based on the product size, condition, location, and available return shipping options.
6. Non-Returnable Items
We may not accept returns for:
- Products with stains, tears, odors, pet damage, or excessive signs of use
- Products that have been intentionally damaged
- Products damaged through misuse or improper handling
- Products that have been altered or modified
- Products that have been improperly cleaned
- Products missing required components or accessories
- Products returned more than 30 days after delivery
- Unauthorized returns sent without written return approval
- Products damaged because product care or use instructions were not followed
Nothing in this section limits any rights or remedies that cannot be excluded under applicable consumer protection law.
7. Exchanges and Replacements
We do not currently offer direct exchanges for change-of-mind purchases.
If you would prefer a different:
- Product
- Color
- Size
- Configuration
- Model
please request a return for the eligible original product and place a new order for the preferred item.
For damaged, defective, incorrect, or materially misdescribed products, we may provide a replacement where appropriate.
8. How to Request a Return or Refund
To request a return, replacement, or refund, contact us within 30 days of delivery at:
Please include:
- Your order number
- The email address used to place the order
- The reason for your request
- Clear photos or videos where relevant
- Any other information reasonably necessary to evaluate the request
For opened or expanded sofas, we may request additional photographs showing the overall condition of the product.
After reviewing your request, we will notify you whether the return or refund has been approved and provide return instructions where required.
Do not send any product back without written authorization from Couch Possum.
Unauthorized returns may be refused or returned to the sender.
The return address will be provided after your request has been approved.
Do not send products to our registered business address unless our customer support team specifically instructs you to do so.
9. Return Shipping Costs
For approved returns involving damaged, defective, incorrect, or materially misdescribed products:
Couch Possum will cover reasonable return shipping costs or provide an appropriate prepaid return solution.
For approved change-of-mind returns:
The customer is responsible for return shipping costs.
Because opened and expanded sofas cannot generally be returned to their original compressed shipping size, return shipping costs may be significantly higher than the original outbound shipping cost.
Where oversized shipping, special handling, freight transportation, or pickup arrangements are required, applicable return shipping costs will be communicated before the return is processed.
Couch Possum does not charge a restocking fee.
10. Return Authorization and Return Address
All returns require prior written authorization from Couch Possum.
After your return request has been approved, we will provide:
- Return instructions
- The authorized return address
- Any applicable shipping label or shipping instructions
- Any other information necessary to complete the return
The authorized return address may be different from:
- Our registered business address
- The original shipping origin
- Our warehouse or fulfillment location
Always use the return address provided by our customer support team.
Returns sent to an unauthorized address may experience delays or may not be accepted.
11. Inspection of Returned Products
Returned products may be inspected after they are received.
The inspection may confirm:
- The condition of the product
- Whether all required components are included
- Whether the product shows signs of damage, misuse, excessive wear, stains, odors, pet damage, or alteration
- Whether the return matches the approved return request
If the returned product meets the applicable return requirements, the refund will be processed.
If the returned product does not meet the eligibility requirements described in this policy, the return may be refused or the refund may be adjusted where permitted by applicable law.
If an issue is identified during inspection, we will contact you before taking further action where appropriate.
12. Refund Processing
Once an eligible return has been received and approved after inspection, we will issue the applicable refund to the original payment method within 3 to 5 business days.
If Couch Possum approves a refund without requiring the product to be returned, the refund will generally be issued within 3 to 5 business days after approval.
After we issue the refund, your bank, card issuer, or payment provider may require additional time to post the refund to your account.
Processing times for banks and payment providers are outside our control.
Refunds will generally be issued to the original payment method used for the purchase unless otherwise required by applicable law or agreed by us.
13. Partial Refunds
In certain circumstances, a partial refund may be offered where appropriate.
Examples may include:
- Minor cosmetic issues
- Missing non-essential components
- Minor damage that does not prevent normal use
- Situations where the customer agrees to keep the product rather than return it
Any partial refund will be communicated and agreed upon before it is issued.
A customer is not required to accept a partial refund where another remedy is available under applicable law.
14. Order Cancellations
If you wish to cancel your order, please contact us as soon as possible at:
Cancellation requests should be submitted within 24 hours of purchase.
We will make reasonable efforts to accommodate cancellation requests provided the order has not already:
- Entered fulfillment
- Been packed
- Been processed for shipment
- Been transferred to the carrier
- Shipped
Once an order has entered fulfillment or shipped, cancellation may no longer be possible.
If the order has already shipped, you may need to follow the return process after receiving the product.
Submitting a cancellation request does not guarantee that the order can be canceled.
15. Order Modifications
If you need to modify your order, including changes to:
- Product
- Color
- Quantity
- Shipping address
- Other order information
please contact us as soon as possible at:
Modification requests should be submitted within 24 hours of purchase.
We will make reasonable efforts to accommodate the request before the order enters fulfillment.
Once an order has been processed, packed, or shipped, modifications may no longer be possible.
16. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout.
If you notice an error in your shipping address, please contact us as soon as possible at:
We will make reasonable efforts to update the shipping address before the order enters fulfillment.
If an order cannot be delivered because the customer provided an incorrect or incomplete address:
- The order may be delayed
- The package may be returned to the sender or fulfillment facility
- Additional shipping fees may apply
- Free reshipment may not be available
If the package is returned and can be reshipped, the customer may be responsible for the additional shipping cost where the delivery failure resulted from incorrect or incomplete information provided by the customer.
Refund or replacement eligibility will depend on the circumstances and available carrier information.
17. Refused or Failed Delivery
If a package is refused, unclaimed, or cannot be delivered for customer-related reasons, additional return or shipping costs may apply.
These costs may include:
- Return shipping charges
- Reshipping charges
- Carrier fees
- Other costs directly associated with the failed delivery
If the package is returned to us or our fulfillment partner, we will review the circumstances and determine the available resolution.
Any refund may be adjusted to account for non-refundable costs where permitted by applicable law.
18. Lost or Damaged Return Shipments
For change-of-mind returns where the customer is responsible for arranging return shipping, we recommend using a trackable shipping service and retaining proof of shipment.
Couch Possum is not responsible for customer-arranged return shipments that are lost or damaged before reaching the authorized return location.
For returns where Couch Possum provides a prepaid shipping label or carrier arrangement, responsibility will be handled according to the applicable carrier and return arrangement.
19. Original Shipping Charges
For orders that received free standard shipping, there is no original standard shipping charge to refund.
If a customer paid for an optional shipping service or another applicable shipping charge, that original shipping charge may be non-refundable for change-of-mind returns unless otherwise required by applicable law.
For approved claims involving damaged, defective, incorrect, or materially misdescribed products, applicable shipping charges may be refunded where appropriate.
20. Contact Information
If you have questions about returns, refunds, replacements, cancellations, order modifications, or this Return & Refund Policy, please contact us:
Couch Possum / POP MOP PANTRY INC
Email: support@couchpossum.com
Phone: +1 626-757-2331
Business Address: 1305 Paterson Plank Rd, Apt 1209, North Bergen, NJ 07047, United States
Website: https://couchpossum.com