At Miracle Sofa, we're confident you'll love our products and we do everything we can to make our customers happy.
But in the rare case you're not satisfied, we're here to help. Here's how…
Our 30-day Risk-Free, Satisfaction Guarantee
We've made sure our Satisfaction Policy is the best in the industry, with a dedicated customer service team ready to help you out should you have any questions or concerns.
Our satisfaction policy covers the first 30-days after your product is delivered to you. The day the tracking company marks your order as “delivered” is the first day we count towards your 30-day guarantee.
We will always replace defective items or an incorrect order simply by receiving a photograph showing the exact issue with the product and by including the order number.
So if you receive a product that is broken, defective, or you believe it is not as it should be, we will send you a replacement ASAP.
We may ask for additional evidence if you believe your order is damaged or defective. Having photos helps us understand the issue and also allows us to speak with our trusted manufacturing partners to prevent this from happening again.
Since most of our products are custom printed on demand, we are not able to take returns based on fit. It's why we encourage customers to contact our customer support team if they are uncertain about which size to order before they order. We're sofa cover geeks and love being challenged to find your perfect fit.
ITEM NOT RECEIVED
We promise delivery within 1-5 weeks of you placing the order. If 4 weeks have elapsed since you've placed your order, please send us an email at firstname.lastname@example.org to track your order down. We will do our best to locate the order for you and keep our 5 week promise.
If you have not received the item within 5 weeks, you have the right to request a new package be shipped out to you instantly. You also have the right to ask for a full refund. However, please note that before we issue a refund, we might require you to contact the local post office and communicate with them.
This is because in many cases, the post office marks the order as delivered (because they delivered it in the mailbox or at the front door) but the customer didn't notice it was there.
WHAT IF YOU’RE NOT HAPPY WITH THE DECISION OF OUR SUPPORT TEAM?
If you’re not happy with the decision you have received from our customer care agent, you have the right to appeal their decision.
You can do so by sending another email with “Escalate” in the subject line of the email. Your case will then be reviewed by a senior customer care executive.
CHANGES TO ORDERS
Order changes are free of cost so long as it has been done within 24 hours. If more than 24 hours have elapsed since you’ve placed your order, we cannot change your order. That’s because we process and ship most orders within 24 hours of you placing your order.
Changed your mind? No worries. We allow cancellation and order changes within 24 hours of placing your order. If you request an order cancellation within 24 hours, we will refund the entire amount of the order.
If more than 24 hours have elapsed since you’ve placed your order, we cannot cancel your order. That’s because we process and ship most orders within 24 hours of you placing your order.
If you have received a product that does not match your expectations, we will replace it.
If you have received a product that does not match your expectations, and would like a refund, please write to our customer care agents email@example.com. In most cases, you will be given a refund. But in some cases, we may send through a replacement or store credit.
If you are not happy with your product or the service provided by MiracleSofa, you have the right to complain and get your issue resolved.
HELP US SERVE YOU BETTER
We ask that you kindly cooperate with these policies and provide us with any necessary information to help us help you as quickly as possible. We will not inconvenience you by asking for any information that is not absolutely necessary.
Our customer care agents are (lovely!) humans and are genuinely passionate about helping our customers too.
If you have any questions about this refund policy, please send us an email at firstname.lastname@example.org and a customer care agent will assist you within 24 hours.
If you have any questions about this refund policy, please send us an email at email@example.com and a customer care agent will assist you within 2 working days.