Refund policy

Last updated: October 16, 2026

At Gen Sofa, we want you to love your new furniture. If something isn't right, here's how returns, exchanges and refunds work.

Return Window & Eligibility

You can request a return within 30 days of delivery. To be eligible, your item must be:

Unused and unassembled (or carefully disassembled)
Free from stains, odours, pet hair and damage
In its original packaging, with all parts, hardware, cushions, covers and accessories
Accompanied by your order number or proof of purchase

Items that show signs of use, wear, misuse or damage after delivery cannot be accepted.

How to Start a Return

Email contact@gensofa.com with your order number, the item you'd like to return and the reason.
Our team will reply within 1–2 business days with approval and return instructions, including the return address.

Please do not send items back without an approved return request. Unauthorised returns cannot be accepted.

Return Shipping Costs

Change of mind: you are responsible for return shipping costs. We can give you an estimate before you send the item.
Damaged, defective or incorrect items: we cover the return shipping.

Damaged, Defective or Incorrect Items

Please inspect your order on arrival and contact us within 7 days of delivery. Include:

Your order number
Clear photos or a short video of the issue
Photos of the outer packaging, if it arrived damaged

Depending on the issue and stock availability, we will offer a replacement part, a replacement item or a full refund.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card provider may need additional time to post the refund.

If a returned item is not in its original condition, we may issue a partial refund. We will always explain why before doing so.

Cancellations

Orders can be cancelled free of charge within 24 hours of purchase, as long as they have not shipped. Email contact@gensofa.com with your order number. Orders that have already shipped can't be cancelled, but can be returned under this policy.

Exchanges

If you'd like a different colour, size or model, contact us within 30 days of delivery. Exchanges are subject to stock availability and follow the same conditions as returns. If the item you want is unavailable, we'll offer a refund instead.