Returns & refunds

Cancelling before delivery

You can change or cancel your order at no cost until it is delivered or picked up. Call or WhatsApp us on (905) 253-0202 with your order number. If you have already paid, we refund the full amount, including delivery.

Custom and special orders cannot be cancelled once we have placed them with our supplier. We always tell you before you confirm if a product is a special order.

14-day returns

If you change your mind after delivery or pickup, you can return a product within 14 days as long as it is:

• unused, clean and in the same condition you received it;
• in its original packaging, or packed well enough to protect it on the way back;
• complete, with all its parts, cushions, legs, hardware and instructions.

We check every returned item when it reaches us. If it has been used, damaged, stained or smells of smoke or pets, we may refuse the return or reduce the refund to cover the cost of restoring it, and we will tell you before doing so.

Items we cannot take back

Unless they are damaged or faulty, these items are final sale:

• custom and special orders, such as a colour or size we brought in especially for you;
• clearance and floor-model items marked as final sale;
• carpets cut to size;
• mattresses and pillows that have been unwrapped, for hygiene reasons.

Restocking and pickup fees

• Restocking fee: 15% of the price of the item, for returns that are not because of damage or a fault.
• Pickup fee: if we collect the item from your home in Hamilton, $49 per pickup. You can also bring it back to our showroom for free.
• Original delivery: the delivery fee you paid is not refunded when you return part or all of a delivered order, unless the item was damaged or faulty.

None of these fees apply when an item arrives damaged, is faulty or is not what you ordered.

Damaged or faulty items

Our team checks every piece with you on delivery, or after assembly if you booked it. If you spot damage, tell the team on the spot. If you notice it later, contact us within 48 hours of delivery with your order number and clear photos of the problem.

Depending on the problem, we will repair it, send a replacement part, replace the item or give you a full refund. You do not pay for any of this, and if we need to collect the item, we do it for free.

A fault that shows up later is covered by our warranty.

How to start a return

1. Contact us within 14 days of delivery or pickup by phone, WhatsApp or email, with your order number and the items you want to return.
2. We confirm whether the return is accepted and any fees, before you do anything else.
3. Bring the item to our showroom at 110 Lancing Dr, Unit 2, or book a pickup from your home in Hamilton.
4. We check the item and process your refund.

Please do not send an item back before we have confirmed the return.

Refunds

Refunds go back to the payment method you used: your card, Apple Pay or Google Pay. We send your refund within 10 business days of receiving and checking the item, minus any fees we agreed with you. Your bank may take a few more days to show it.

A promo code used on the order is not refunded as cash. If a return brings your order below the code’s conditions, the discount is adjusted.

Exchanges

Want a different colour, size or piece? Contact us within 14 days. If the new item is in stock, we can swap it in one trip: we bring the new item and take the old one back. The same conditions as returns apply, but there is no restocking fee on an exchange. If the new item costs more or less, we charge or refund the difference.

Warranty

Every piece comes with a warranty against manufacturing defects in the frame, mechanisms and stitching. Normal wear, accidental damage, misuse and damage from not following the care instructions are not covered. To make a claim, contact us with your order number and a few photos, and we will repair or replace the faulty part.

Nothing in this policy limits your rights under Ontario’s Consumer Protection Act, 2002.

Contact us

Delivery times, costs and pickup are explained in our Delivery & Pickup policy.