Refund policy

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.

The Short Version

  • you have 30 days from delivery to request a return on eligible items.

  • open only one box first. If more than one box is opened, we cannot accept a return.

  • returns have a 15% restocking fee plus return shipping of $110 per box (one piece = one box). These fees cannot be waived.

  • refunds go to your original payment method after we receive and inspect the return.

Return Shipping / Restocking Fee

All returns are subject to a 15% restocking fee plus return shipping of $110 per box. These fees apply to every approved return and cannot be waived, even when items are returned brand new, unopened, and in their original sealed packaging.

  • The customer is responsible for all return shipping.
  • GH2 pays for and provides the return label. The cost is deducted from your refund.
  • You schedule the pickup date directly with the delivery carrier.
  • Return shipping is $110 per box. One piece equals one box.
  • The 15% restocking fee is calculated on your order total.

The One Box Rule — Please Read Carefully

When your order arrives, open ONE (1) box first.

Set it up, live with it, and make sure the sofa is right for your space.

If you think you may want to return, do not open any more boxes. Contact us first at service@gh2cloud.ca and we'll guide you through the next steps.

If more than one (1) box has been opened, we cannot accept a return.

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 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

  • returned boxes must be sealed and unopened.

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

  • no more than one (1) box may have been opened (see the one box rule above).

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.

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 or shipping protection plans

  • promotional orders in Australia

  • cloud blankets on discount

  • extra slipcovers set on discount

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

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 3 days of delivery at service@gh2cloud.ca 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 with:

  • your order number

  • your reason for return

  • photos of the items and boxes

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 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 the 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 for an added cost.

Contact Us

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

service@gh2cloud.ca

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.