Returns and exchanges
Your Comfort Is Our Priority
At NÖMU, we craft sofas as unique works of art, tailored specifically for you. This individuality shapes our returns and exchanges policy, designed to reflect the bespoke nature of each order. We adhere to the legislation of your country, including EU standards (Directive 2011/83/EU on Consumer Rights), the USA (Magnuson-Moss Warranty Act), and other regions, ensuring transparency and protection of your interests. Let’s explore the details.
Returns and Exchanges Policy
Can we accept a return or exchange?
Since every NÖMU sofa is custom-made to your specifications (including cover choices, colors, and configuration), standard returns or exchanges are not possible under legislation that excludes the right of withdrawal for personalized goods (e.g., Article 16(c) of EU Directive 2011/83/EU). However, if an error occurs on our part (e.g., a mismatch in specifications), we are committed to rectifying the situation.
What if my sofa arrives damaged during delivery?
If your sofa arrives damaged, contact our support team immediately within 7 days of receipt. We will investigate and, upon confirming the defect, replace the damaged parts or arrange repairs promptly. This right is protected under consumer protection laws (e.g., §2301 U.S. Code for the USA).
Can I cancel my order before it ships?
We understand that circumstances may change. If your order has not yet shipped, contact our manager as soon as possible, and we will review your case individually within the framework of your country’s legislation to find the best solution.
What if I change my mind after the order has shipped?
Unfortunately, returns are not possible after shipment of a custom-made order due to its personalization. However, we recognize that exceptional circumstances may arise. If your situation is unique (e.g., medical reasons), reach out to us—we will assess your case individually and strive to find a resolution within legal boundaries.
Returns and Exchanges Process
How do I submit a return or replacement request?
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Contact our support team via the website form or email within 7 days of receiving your order.
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Provide photo or video evidence of the issue (e.g., damage).
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Our manager will reach out within 48 hours to assess the situation.
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If the defect is confirmed, we will arrange a replacement or repair at no additional cost to you.
How long does processing take?
Processing your request takes up to 5 business days for evaluation. If a replacement or repair is needed, timelines depend on logistics (7 to 30 days in Europe, 20 to 60 days worldwide), and we will keep you informed.
Who covers the return shipping costs?
If the return or replacement is due to our error (e.g., a manufacturing defect), we cover all transportation costs. In other cases, the client is responsible for expenses, as per legislation (e.g., Article 20 of EU Directive 2011/83/EU).
Frequently Asked Questions
What qualifies as a defect eligible for replacement?
Defects include manufacturing errors (e.g., fabric tears, broken frame) but not wear from improper care. Contact our manager for clarification.
Can I exchange covers if I don’t like them?
Covers, as part of a custom order, are not eligible for exchange. However, you can order new designs from current collections—your way to refresh your style.
What if I don’t receive my order on time?
If your order is delayed by more than 7 days beyond the estimated delivery date, contact us. We will check the status and expedite the process if possible.
Can I get a refund if the sofa doesn’t fit my space?
Since dimensions are agreed upon in advance, refunds for size issues are not possible. Verify measurements in our catalog and with our manager before ordering.
What if I notice a defect after 7 days?
The warranty period depends on your country’s legislation (e.g., 2 years in the EU under Directive 1999/44/EC). Contact us within the warranty period, and we will address the issue.
Your Comfort Is Our Priority
We strive to make your NÖMU experience flawless. If you have questions or require an individual approach, our team is always available. Your freedom of expression is our mission.
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If you have any remaining questions, our team is here to help
