Politique de remboursement

Buying a sofa online is a big decision, and we want you to feel confident when shopping with GH2. For that reason, we aim to make our return and cancellation process as clear and straightforward as possible.

Please read this policy carefully before placing your order.

30 Day Return Window

Eligible items may be returned within 30 days of delivery. Return window starts on the date of delivery.

To request a return, you must contact us within that 30 day period at service@gh2cloud.ca or service@gh2cloud.com with your order number and reason for return.

Return Eligibility

To be eligible for a return:

  • the item must not be a final sale item

  • the sofa must be returned with all original covers, components, and accessories included

  • the sofa must be securely repackaged for return

  • the item must be free from excessive damage, stains, strong odors, pet hair, or other conditions that make it unsuitable for return

We want your shopping experience to feel easy and low stress, so we strongly recommend keeping all original packaging during the 30 day return period.

When your order arrives, please open just one box first to make sure the sofa is the right fit for your space and expectations. If you think a return may be needed, contact us before opening any additional boxes and we’ll guide you through the next steps.

If original packaging is unavailable, or if additional pieces have been opened, return approval is not guaranteed. However, we may still be able to assist and will review the return request on a case by case basis depending on the condition of the item and whether it can be safely transported back to us.

Final Sale / Non Returnable Items

The following items are final sale and are not eligible for return, exchange, or refund:

  • custom orders

  • shipping fees

  • warranty protection plans

  • promotional orders in Australia

  • cloud blankets on discount

  • extra slipcovers set on discount

Return Fees

Approved returns are subject to:

  • a 15% restocking fee

  • return shipping, pickup, and handling costs required to return the order to our warehouse

  • all payment processing fees incurred by GH2 on the original transaction

  • any non reimbursable currency conversion or bank related charges

These amounts will be deducted from the total refund.

Refunds

Refunds are issued to the original payment method after the returned order has been received and inspected.

Please allow 7 to 10 business days for processing once the return has been delivered back to us. Depending on your bank or card provider, it may take additional time for the refund to appear.

Please note:

  • currency exchange or conversion charges imposed by your bank or card provider are not controlled by GH2 and will not be reimbursed

  • all payment processing fees incurred by GH2 on the original transaction are non refundable and will be deducted from the refund

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 3 days of delivery at service@gh2cloud.ca or service@gh2cloud.com and include clear photos of the issue.

Once reviewed, our team will work to resolve the issue promptly. Depending on the situation, this may include replacement parts, replacement covers, or a full replacement.

This process applies to shipping damage, missing components, and incorrect items sent by us.

How to Start a Return

To begin a return, email service@gh2cloud.ca or service@gh2cloud.com with:

  • your order number

  • your reason for return

  • photos of the item, if requested by our team

If your return is approved, we will provide return instructions and help coordinate the return process.

Where applicable:

  • prepaid return labels may be provided

  • pickup may be arranged from your home through GH2 or a third party carrier

  • all return shipping and pickup related costs remain the customer’s responsibility unless otherwise confirmed by GH2 in writing

Once the item is returned and inspected, your refund will be processed in accordance with this policy.

Order Cancellations

Orders may be cancelled within 12 hours of purchase, provided the order has not begun processing.

For cancellations made within this 12 hour period, GH2 may deduct any payment processing fees and any currency conversion related charges already incurred.

After 12 hours, cancellations may still be possible only if the order has not entered processing or shipment.

For approved late cancellations on unshipped orders, a 10% cancellation fee will apply.

Once an order has shipped, it can no longer be cancelled and must instead follow this Return Policy if eligible.

We reserve the right to cancel or refuse any order at our sole discretion, including but not limited to cases involving suspected fraud, incorrect pricing or product information, payment verification issues, or any other circumstances that may compromise the integrity of the transaction. In such instances, customers will be notified and issued a full refund where applicable.

Third Party Pickup Returns

In some cases, GH2 may arrange a third party pickup service directly from your home. Refunds will only be processed after successful pickup, return, and inspection of the item.

Warranty

This Return Policy is separate from our Warranty Policy.

GH2 products may also be covered under our Warranty Policy for eligible issues involving frames, cushions, and fabrics. We also offer replacement covers and cushions for ongoing care and maintenance.

Contact Us

For any questions about returns, cancellations, or warranty support, contact us at:

service@gh2cloud.ca
service@gh2cloud.com

We typically respond within 24 hours.

At GH2, we stand behind our products and our customers, and we are committed to making the process as clear and fair as possible.