Refund policy
Effective date: August 19, 2026
This Refund & Return Policy explains how returns, refunds, and exchanges work for the products you buy from us at https://alcorra.com. In this policy, "we", "us", and "our" mean Alcorra, and "you" means the person placing the order. Please read it before you order, and keep a copy of your order confirmation.
Our approach
We want your sofa to work in your actual home, not just in a showroom. That is why every eligible order comes with a 120 day trial. Live with it, sit on it, sleep on it. If it is not right for you within 120 days of delivery, you can return it for a refund under the terms below.
120 day free returns
You may request a return within 120 days of the delivery date. To be eligible, the item must be:
- in clean, undamaged, resaleable condition, with normal trial use accepted;
- complete, including all covers, legs, fixings, connectors, and accessories supplied with it; and
- accompanied by proof of purchase, such as your order number.
Return shipping and collection for eligible returns within the United States is free. We arrange the collection; please do not book your own carrier unless we ask you to.
How to start a return or report a problem
All returns and problem reports start by email. Please contact us at support@alcorra.com and include:
- your order number;
- the item or items involved;
- a short description of the reason; and
- photos, if the item is damaged, faulty, or incorrect.
We will confirm whether your return is eligible and arrange collection. Please keep the item accessible and, where possible, keep the original packaging until the return is complete. Items sent back to us without a return being arranged first may not be accepted or refunded.
Defective, damaged, or wrong items
If your order arrives damaged, faulty, or is not what you ordered, email us at support@alcorra.com as soon as you can, with your order number and clear photos of the item and the packaging. We will make it right at no cost to you. Depending on the situation, that may mean sending replacement parts or covers, arranging a replacement, or issuing a full refund. Your rights in this situation are in addition to, and not limited by, the 120 day trial above.
5 year warranty
Our sofa beds and modular sofas are covered by a 5 year warranty against manufacturing defects in materials and workmanship, from the date of delivery, for the original purchaser. The warranty covers structural frame and mechanism defects arising from normal domestic use. It does not cover normal wear and tear, fading, staining, damage from misuse, accidents, unsuitable cleaning products, commercial use, or modifications. To make a warranty claim, email support@alcorra.com with your order number, a description of the issue, and photos.
Refund method and timing
Once your return has been collected and inspected, we will email you to confirm the outcome. Approved refunds are issued to your original payment method. Please allow up to 10 business days from the date we confirm your refund for it to be processed on our side, and note that your bank or card issuer may take additional time to post the funds to your account. If more than 15 business days have passed since we confirmed your refund and you still do not see it, please email us and we will chase it.
Exchanges
If you would like a different size, configuration, or cover, the fastest route is usually to return the original item for a refund under the 120 day trial and place a new order for the item you want. If you only need a different cover or an additional module, email us at support@alcorra.com and we will help you order the right part directly.
Cancellations and order changes
If you need to cancel or change an order, email us as soon as possible with your order number. If your order has not yet been dispatched, we will do our best to cancel or amend it. Once an order has been dispatched, it is treated as a return under this policy rather than a cancellation.
Non-returnable items
The following are not eligible for return under the 120 day trial: gift cards; items marked as final sale or clearance at the time of purchase; and items that have been damaged, soiled, or altered after delivery through misuse rather than normal trial use. Nothing in this section limits your rights in respect of items that are defective, damaged in transit, or incorrectly supplied.
Contact us
Questions about a return, refund, or exchange? Email us and we will help.