Orders & Refunds
COMFY Refund, Cancellation and Exchange Policy
Inform in writing to COMFY Before Delivery Or After Delivery. Delivered items have a strict 5 day window for any return or exchange requests.
Product types
- In stock. Ready inventory.
- Preorder (regular). Produced or allocated after order.
- Custom. Made to your specification, for example special colours, sizes or configurations. Custom is always a form of preorder.
Special note. Bedframes, sofa beds, sofas and recliners ordered in custom colours are treated as Custom. No exchange, refund or cancellation. Manufacturing defects will be repaired or replaced by affected part.
In some cases we bring selected colours or specifications for these categories in advance. When your chosen specification matches stock that we have already brought in, it is treated as Preorder (regular) rather than Custom. Your order confirmation will state which category applies.
Action types
- Exchange. Swap the same model due to workmanship or defect.
- Refund. Money returned after a successful return or a cancellation.
- Cancel. Stop the order before delivery. Fees may apply.
Counting rule. For cancellations, count from the invoice date. For returns or exchanges after delivery, count from the delivery date. Any part of a day counts as a full day.
A. BEFORE DELIVERY
Use this table when the item has not been delivered yet.
| Product type | Cancel within 5 days | Cancel Day 6 to Day 10 | Cancel after Day 10 | Exchange before delivery |
|---|---|---|---|---|
| In stock | 5% Administrative Fee | 15% Administrative + Warehousing Fee | 25% Administrative + Warehousing + Loss of Sales Fee | Allowed within 10 days of order placement. |
| Preorder (regular) | 10% Administrative Fee | 30% Administrative + Material Fee | 50% Administrative + Confirmation Deposit | Allowed within 10 days or order placement. |
| Custom | 10% Administrative Fee | 30% Administrative + Material Fee | 70% Administrative + Long-Term Holding Fee | Not applicable. |
Exchange definition Swap to same or higher value before delivery. Top up any price difference. Delivery date may change based on slot availability. Lower value exchanges are not available. Saturday delivery is $50 only available for HDB or Landed House. If extra services are unpaid, for example stair climbing or disposal, we may cancel under the relevant fee tier above.
B. AFTER DELIVERY
Delivered items have a firm 5 day window for returns or exchanges. After Day 5, change of mind requests are not eligible. Manufacturing defects remain covered under warranty for repair.
| Product type | Return within 5 days | Return after Day 5 | Exchange within 5 days | Exchange after Day 5 |
|---|---|---|---|---|
| In stock | Unused and in original packaging. 25% restocking fee. Original delivery fee not refundable. Collection fee applies. | Not available | One time for valid workmanship issue. No admin fee. Standard delivery or collection may apply. | Not eligible for exchange. Warranty repair only if a defect is confirmed. |
| Preorder (regular) | Change of mind returns are not available for preorders. | Not available. | One time for valid workmanship issue. No admin fee. Logistics may apply. | Not eligible for exchange. Warranty repair only if a defect is confirmed. |
| Custom | Not available. | Not available. | Not available. Defects will be repaired or replaced. | Not available. Defects will be repaired or replaced. |
Inspection standard and tolerance
- We assess issues by function, visibility at normal viewing distance, and overall usability at home.
- Minor handling marks or underside blemishes are within retail tolerance and are not faults.
- New sections can feel firmer than used sections. Foam softens with regular use. This is expected and not a defect.
Logistics and fees
- Standard delivery and collection charges apply at prevailing rates. Saturday delivery is 50 dollars.
- Once delivered, the original delivery fee is not refundable.
Misuse and service visits
- Damage due to misuse, incorrect DIY assembly, improper cleaning, or non standard usage is not covered.
- If an onsite assessment is needed, a standard service fee may apply. If a factory fault is confirmed, we will waive or refund that fee.
Refund method and timing
- Refunds are processed to the original payment method, unless otherwise arranged.
- After collected items pass inspection at our warehouse, please allow up to 14 business days for processing.