You may request a return within 30 calendar days of delivery. Contact us at UltioneSofa@Outlook.com before shipping so we can confirm the return instructions. Items sent without a return request may not reach the correct warehouse.
Order cancellations are accepted within 48 hours after the order is placed. Once an order has shipped, it cannot be cancelled.
Opening the packaging or allowing the sofa to expand does not, by itself, make it ineligible for return. For change-of-mind returns, the sofa must be reasonably clean, complete, and free from damage beyond normal unpacking and inspection. You do not need to vacuum-compress it or use its original packaging.
A change-of-mind return of a multi-piece configuration must include all its pieces. This does not limit replacement support for a verified damaged section.
For change-of-mind returns, you arrange and pay for packing and return transportation directly with a carrier that can handle the packaged item's size and weight. Choose a carrier or freight service that can provide the packing service you need. Ask for a quote before booking; costs vary by carrier, package size, weight, pickup location, and destination.
We do not charge a restocking fee or deduct return shipping you paid directly to your carrier from an eligible refund.
Our East, West, and Central U.S. warehouses handle fulfillment and approved returns. For a return, we assign the receiving warehouse based on your location, the original fulfillment warehouse, and current receiving arrangements. Contact us before booking shipment to confirm the correct address. Do not choose a warehouse yourself.
East
1200 County Road 523, Unit 6Flemington, NJ 08822United StatesWest
350 W Valley BlvdRialto, CA 92376United StatesCentral
2062 Woods Road, Suite 100Brookshire, TX 77423United StatesPlease inspect your order when it arrives. Contact us within 14 days of delivery for damage, an incorrect item, or missing parts. Include your order number and clear photos of the affected area and packaging. For a product defect discovered later, contact us under the limited warranty below.
After verification, ULTIONE covers the cost and delivery of an applicable replacement section for damage, defect, or an incorrect item. Where a compatible section is available, this may resolve the issue without returning the entire sofa. Not every section can be replaced separately.
If a replacement section is unsuitable or cannot reasonably resolve the issue, our support team will work with you on an appropriate replacement, return, or refund solution. If a verified damage, defect, or incorrect-item claim requires the entire sofa to be returned, ULTIONE arranges and pays for the necessary packing, pickup, and return transportation. Change-of-mind return shipping terms do not apply to that return.
For change-of-mind returns from Canada, you arrange and pay for packing and return transportation with a carrier that can handle the item. We will assign the appropriate U.S. returns warehouse. Contact us for the correct address before booking.
Carrier, customs, brokerage, and other cross-border return charges associated with your chosen return service are your responsibility and are settled with your carrier. Ask your carrier about the quote and required documentation. Damage, defects, and incorrect items follow the separate support process above. These terms do not change the delivery charges or import commitments for the original order.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Our 90-day limited warranty covers manufacturing defects including cracking, seam opening, glue separation, and obvious structural collapse caused by a manufacturing defect. Normal foam settling after ordinary use is not a defect.
The warranty does not cover normal wear, normal foam softening or settling, color variation, stains, pet or accidental damage, misuse, improper moving, storage or cleaning, unauthorized repair, commercial or outdoor use, or shipping damage not reported within 14 days after delivery.
We issue eligible refunds within 10 business days after the assigned return warehouse receives your return. Your bank or payment provider may take additional time to post the refund. The 10-business-day period includes inspection and processing; refunds are issued to the original payment method.
If the assigned warehouse received your return more than 10 business days ago and you have not received a refund issuance notice, contact us at UltioneSofa@Outlook.com.