Custom Sofa Policy

At Furniture Box, each custom-made sofa is crafted specifically to your preferences, including size, configuration, fabric, and finish. Because of the personalized nature of these products, our return and refund policy is outlined below.

1. Made To Order Sales Are Final

All custom-made and made-to-order sofas are considered as final sale once the order is confirmed. We do not accept returns, cancellations, or exchanges after production has begun.

2. Sofa Order Confirmation & Changes

Customers are responsible for reviewing and confirming all order details, including:

Dimensions
Configuration (left/right-facing, sectional layout)
Fabric/color selection
Any custom specifications

Changes can only be requested within 24 hours of placing the order. After this period, modifications may not be possible as production may have started.

3. Deposits & Payments

A deposit of 50% is required to begin production.
Deposits are non-refundable once the order is confirmed.
The remaining balance must be paid prior to delivery. We don’t accept cash on delivery for made to order sofas.

4. Manufacturing Variations

Due to the handcrafted nature of custom furniture:

Slight variations in color, texture, or dimensions (within industry tolerance of ±1–2 inches) may occur.
Fabric dye lots and lighting conditions may affect how colors appear in person versus samples or photos.

These variations are not considered defects and are not eligible for return or refund.

5. Fabric Availability

Furniture Box works with third-party suppliers, and fabric availability at supplier may change without notice.

Selected fabrics are subject to availability at time of production
If fabric becomes unavailable, we will offer similar or equivalent alternatives to select from.
Customer approval is required before proceeding

If no alternative is selected:

The order may be placed on hold
Production timelines may be extended

6. Damaged or Defective Items

If your sofa arrives with a manufacturing defect or damage, please notify us within 48 hours of delivery.

We may request:

Photos/videos of the issue
Description of the defect

If approved, we will:

Repair the item, or
Replace the defective part, or
Offer a suitable resolution at our discretion

7. Delivery & Fit Responsibility

Customers are responsible for ensuring:

The sofa dimensions fit through entryways, hallways, staircases, and elevators
Adequate space is available for delivery

We are not responsible for items that do not fit into space or property. Delivery fees are non-refundable in such cases.

8. Delivery & Third-Party Liability

Furniture Box partners with third-party professional delivery companies to fulfill and complete deliveries.

While we carefully select experienced delivery providers, Furniture Box is not responsible for or liable for any damages, losses, or accidents that may occur during the delivery process, including but not limited to:

Damage to property (walls, floors, ceilings, staircases, etc.)
Damage during handling, entry, or placement inside the home
Personal injury or unforeseen incidents during delivery

In the event of any such issue, the customer is responsible for reporting and filing a claim directly with the delivery company at the time of delivery or shortly thereafter.

9. Warranty

Custom sofas may be covered under a limited manufacturer’s warranty (if applicable), covering structural defects under normal use. This does not include:

Wear and tear
Fabric damage due to misuse
Improper care or cleaning

Warranty Covers The following:

10 years on solid wood frame
3 Years on foam
1 Manufacture warranty on fabric

10. Agreement to Terms

By placing an order, you confirm that:

You have read and understood these Terms & Conditions
You agree to all policies outlined above
You accept that custom furniture is a final sale product