We want to do everything we can to make sure you get the perfect-fitting set of covers as seamlessly as possible, which is why we have a Perfect-Fit Guarantee in place.


No returns or refunds: 

Instead of the common practice of issuing refunds and returns, which:

  • Is costly and more of a hassle having to repackage and ship a product back to us
  • doesn’t get you the product you initially sought to get

 

We prefer to work with you to deliver what we promise. Here’s how:


1. We’ll give you a repair or alteration credit* of up to US$75 per product if it has any of the following defect(s) upon receipt:

- snags

- burst seams

- derailed or broken zippers

- attached Velcro that came apart

- loose buttons

- a fit that’s larger than your sofa by less than 2.5cm (1 in)

*To claim your credit, e-mail us a copy of the receipt from your alteration service and a photograph of the results and we’ll reimburse the amount back to you within 5 to 7 business days.

 

2. We’ll replace your cover if it:

- has tears and serrations upon receipt.

- is too small or tight by 2.5cm (1 in) or more for your sofa based either on the original brand's measurements or if it's a made-to-measure order, based on the measurements you sent to us via our Measure Tool or PDF. 

- is larger than your sofa by 2.5cm (1 in) or more, making it unalterable.

- is not the color, size, or model that’s stated in your order confirmation**.

**Please refer to our 'Wrong Product Delivered' policy.


3. For products within the Origami Series (e.g. The Square Arm Slipcover), we'll replace the specific pieces or items that are faulty if:

- it has a faulty zipper, belt, straps or velcro.

- you received an insufficient number of pieces for the set that's stated in your order confirmation.

- there are fabric issues caused by manufacturing defects in accordance with the Origami Series 1-year Warranty

- it is not the color that's stated in your order confirmation.

 

To make an alteration or replacement claim, e-mail us:

a) a photo of your sofa without the cover installed.

b) a wide-view photo of the cover installed on your sofa (if covers are larger than the sofa) 

c) a close-up photo of the defect (if any).

d) a photo of our fabric sample (in the fabric you chose) on top of your cover to show us the discrepancy if you believe we’ve sent you the cover in the wrong fabric.

 

Alternatively, you can send us a video of all of the above if you prefer. You will be required to perform some troubleshooting actions or tasks as part of our Perfect-Fit Guarantee. This may include obtaining additional photos and measuring your sofa or slipcovers to aid in our investigation. At the end of the day, if we can't get the measurements or additional details of the defect, we won't be able to help you get a perfect-fitting set of covers.

 

Ultimately:

  • Your covers are custom-made to your desired design, just for your sofa.
  • Because it’s custom-made, it will be difficult to restock and resell it.
  • Back and forth shipping will cost a bomb, so returning your covers won’t make economic sense for you or us.
  • Alteration options need to be exhausted (if the issue can be repaired) before a replacement can be claimed.
  • If there is an issue with the order, quality, or fabrication of your slipcover(s), please contact our Customer Experience team within 30 days of receiving your order (this also applies to non-slipcover items such as sofa legs).
  • If there are reimbursements to be made, they would be processed back into the original purchasing account.
  • If we believe that the slipcovers had been previously used, altered, or damaged, Comfort Works has the right to deny reimbursement.
  • If a return had not been formally accepted by a Comfort Works representative, Comfort Works has the right to deny receipt and reimbursement.


We do not offer any return labels or the option to do so as the covers are all made-to-order and are made exclusively as per your customization. A returned product will/can not be resold to another customer. Refunds are also not available.

 
Repairs are also made via reimbursements only. It is the responsibility of the Customer to source and provide a receipt and photographs after the alteration to make a claim.


Return Policy for Sofa Legs

Sofa legs are non-returnable but can be claimed for a repair credit if the Customer reports:

  • The colour isn't what they expected, but wants to paint over it themselves (with photo evidence of the final result and receipt)
  • Minor scratches that just needs a bit of touch-up to fix


Sofa legs can be replaced if:

  • CW promised that it's a fit for your (IKEA) sofa with M8 bolts but it didn't fit in the end, supported with video evidence
  • There's a manufacturing defect supported with video evidence


Sofa legs can be refunded if:

  • CW promised that it's a fit for your (IKEA) sofa with M8 bolts but it didn't fit in the end, supported with video evidence


What to do after you receive your Comfort Works package 

We check your slipcover thoroughly, pack it lovingly in our Comfort Works white canvas drawstring bag, and insure your package before sending it out, but there may be rare occasions where damages occur in transit or during Customs' inspections, or even due to bad weather.

This is why it’s important that you:

1. Inspect your product for any damages upon receipt within 7 days of receiving your package. In the event that there have been damages to your order, do take relevant photos to support your claims.


2. Send us photos of your sofa covers in full view, namely at the front, sides, and back so we have a clear idea of what might have happened. kindly submit these via e-mail. 


3. You will also need to make a formal complaint to FedEx/DHL regarding this issue and get a case file number - this is important as we will need it to follow up for a resolution on our end.


Once you’ve taken these steps, we’ll consider your situation and get back to you within one business day. 
If we have the claims number filed, then we will process a replacement for you within 24 business hours.