Refund policy

Overview. Eligible sofas may be exchanged or returned under this Return & Refund Policy. Standard exchanges and returns require the sofa to remain unused and in its original packaging, with all included parts and accessories complete. A request must be made within 30 days of delivery.

Don’t have the original packaging? Email support@carissima.ca before starting your return — we can arrange replacement packaging and answer any questions about returns or fees.

Returns.

• A 20% restocking fee applies.
• Return pickup or return shipping is paid by the customer.
• The original completed delivery charge is not refundable.
• The sofa must remain unused and unopened in its original packaging, with all included parts and accessories complete.
• Sofa covers are final sale and are not eligible for return or refund.

How it works. A Return Authorization is required before the sofa is returned; a return received without an authorization may not be credited. To request one, provide your order number, customer name and item or model number (Carissima may request photos of the product or carton). Once issued, the sofa must be sent or made available for return to the location stated in the authorization within 10 days.

Inspection and refund. After the sofa is received, Carissima reviews the product, packaging and included items. If the return is approved, the eligible refund is issued to the original payment method, typically within 5–7 business days after approval; your bank may take a few additional days to post it. If the sofa does not meet the return requirements, Carissima will contact you and explain the available next step; if you ask to have an ineligible return sent back to you, the return shipping cost is your responsibility.

Exchanges.

• A 20% restocking fee applies.
• The original White Glove Delivery charge is paid by the customer and is not refundable once completed.
• Pickup or return shipping of the original sofa is paid by the customer.
• Delivery of the replacement sofa is paid by the customer.
• The sofa must remain unused and unopened in its original packaging, with all included parts and accessories complete.
• Sofa covers are final sale and are not eligible for exchange.
• If the replacement sofa costs more, the customer pays the difference. If it costs less, no refund or credit is provided for the difference.

How it works. An Exchange Authorization is required before the sofa is returned; an unauthorized return may not be processed. To request one, provide your order number, customer name and the item or model number (Carissima may request photos of the product or carton before authorizing). Once issued, the sofa must be sent or made available for return to the location stated in the authorization within 10 days. After the sofa is received, Carissima reviews the product, packaging and included items before the exchange is finalized.

Damaged or defective on arrival. This is not a change-of-mind return, and it’s never on you. If your order arrives damaged or defective, email support@carissima.ca within 48 hours with photos and we’ll repair, replace or refund it at no cost to you — including all shipping.

Order changes & cancellations.

• Before fulfillment begins: a stock-sofa order can be cancelled without a cancellation fee if fulfillment or carrier scheduling has not yet begun.
• Once fulfillment begins: if Carissima has already incurred non-refundable preparation, handling or logistics costs, those reasonable documented costs may apply.

Cancellation depends on how far the order has progressed; our team will explain what applies before the cancellation is completed.

Questions? Email support@carissima.ca.