Return and refund policy

Return & Refund Policy

At Lovesac, customer satisfaction is at the heart of everything we do.

We want you to feel confident when choosing products for your home. If your purchase does not meet your expectations, this policy explains our return process, refund procedures, and important return conditions.

1. Return Period & Requirements

We accept return requests within 30 days of delivery.

To qualify for a return, your item must meet the following conditions:

✔ The product must be unused and in its original condition
✔ The item should include original packaging and accessories
✔ The product must not show signs of damage, wear, or modification
✔ Proof of purchase or order confirmation is required

Returns that do not meet these requirements may not be accepted.

2. How to Request a Return

Before sending any item back, please contact our customer support team:

✉ service@frhheaina.com

Please include:

  • Your order number
  • The reason for your return request
  • Photos or additional details if the item has an issue

Once your request has been reviewed and approved, we will provide return instructions.

Please do not ship items back without prior approval.
Unauthorized returns may not be processed.

3. Damaged, Defective, or Incorrect Orders

We carefully check orders before shipment, but if your item arrives with a problem, please contact us as soon as possible.

If you receive:

  • A damaged product
  • A defective item
  • An incorrect order

Please provide relevant details and supporting photos so our team can quickly review the situation and provide a solution.

4. Items Not Eligible for Return

Certain products may not qualify for returns, including:

  • Items that have been used, altered, or damaged after delivery
  • Customized or personalized products
  • Clearance or final-sale items
  • Gift cards
  • Items without original packaging or required purchase information

Shipping fees paid during the original order are generally non-refundable.

If you are unsure whether your item qualifies, please contact our support team before submitting a return request.

5. Exchanges

If you would like to exchange an item for a different product, size, or style, please contact us first.

In most cases, the easiest process is:

  1. Return the original item following our return procedure
  2. Receive confirmation after inspection
  3. Place a new order for your preferred replacement item

Our team will assist you throughout the process.

6. European Union Return Rights

For customers located in the European Union, applicable consumer protection laws may provide a 14-day cancellation period.

During this period, customers may request a return without providing a specific reason.

Returned products must:

✔ Remain unused
✔ Include original packaging
✔ Include proof of purchase

This right applies in addition to any other return options provided by Lovesac.

7. Refund Process

After we receive your returned item, our team will inspect the product condition.

If your return is approved:

  • A refund will be issued to the original payment method
  • Processing may take up to 10 business days
  • Your bank or payment provider may require additional time before funds appear in your account

If you have not received your refund after the expected processing period, please contact us for assistance.

8. Return Shipping Information

Please contact Lovesac before returning any item.

A return authorization or return instructions must be provided before shipment.

Return Contact Information:

Lovesac
927 Broadway,
New York, NY 10010
United States

📞 Phone: +1 646-590-7502
✉ Email: service@frhheaina.com

Customer Support

Our team is here to make your return experience as simple as possible.

Thank you for choosing Lovesac.
We appreciate your trust and are committed to providing products and service that make your home more comfortable.