Thank you for shopping with us. We value your business and strive to ensure that our customers have a pleasant shopping experience. However, we understand that sometimes you may need to return a product for various reasons. In such cases, our Return Policy with Restocking Fee will apply.
1. Return Eligibility
Products eligible for return must meet the following criteria:
a. The item must be in its original, unopened, and unused condition.
b. The item must be returned within 7 days of the original purchase date.
c. A valid proof of purchase (e.g., receipt or order confirmation) must be provided. Please note that certain items, including but not limited to perishable goods, custom orders, and clearance items, are not eligible for return.
d. Any product damage caused by human forces may not be eligible for a full refund, or a 10%-30% damaging fee may apply (e.g., using electric screwdrivers or forcefully dragging furniture items).
e. The item must not be an on-sale or clearance item.
2. Restocking Fee
To cover the costs associated with processing returns, a restocking fee will be applied to all eligible returns, except for damaged products. The restocking fee is calculated as a percentage of the item's original purchase price, excluding any shipping or handling charges. The fee breakdown is as follows:
a. Items returned within 3 days: 10% restocking fee
b. Items returned between 4 and 7 days: 20% restocking fee
No returns will be accepted after 7 days from the original purchase date.
3. Damaged Products
If you receive a damaged or defective item, please contact our customer service team within 7 days of receiving the item. We will work with you to resolve the issue and, if applicable, provide a full refund or replacement without any additional restocking fees. To be eligible for a return and refund, damage must be due to a manufacturing defect. Please provide photo evidence of the damage, and we will determine if a refund or replacement is appropriate.
4. Return Process
To initiate a return, please follow the steps below:
a. Filling the RMA form
b. After getting the approval, package the item securely in its original packaging, including all accessories, manuals, and documentation.
c. Clearly mark the RMA number on the outside of the package.
d. Ship the item back to us using a trackable shipping method. Please note that you are responsible for all return shipping costs. Once we receive and inspect the item, we will process your refund, minus the applicable restocking fee (if applicable), within 7 business days. Refunds will be issued to the original payment method.
5. Exceptions
In the event that you receive an incorrect item, please contact our customer service team within 7 days of receiving the item. We will work with you to resolve the issue and, if applicable, provide a full refund or replacement without any additional restocking fees.
We reserve the right to update or modify this Return Policy with a Restocking Fee at any time without prior notice. Your continued use of our services constitutes your acceptance of any changes to this policy.
6. Shipping Policy
Shipping Destinations
We currently ship to addresses within British Columbia and Ontario within the 150kms range of the local warehouse. If you are located outside of these areas, please contact our customer support for assistance.
Processing Time
Orders are typically processed and dispatched within two to three business days after payment confirmation. During peak seasons or promotional events, processing times may be extended, and we appreciate your patience.
Shipment Method
We have partnered with Canpar for our shipping services. Shipments will be made with limited liability, ensuring a secure and reliable delivery process. Please note that delivery times may vary based on the shipping destination.
Shipping Costs
Shipping costs are calculated based on the weight of your order. The total shipping costs are displayed at checkout before you complete your purchase.
Shipping Delays and Incidents
In the event of shipping delays or other incidents, we understand the importance of keeping you informed. If you experience any issues with your shipment, please contact us immediately. We will liaise with Canpar to resolve the situation promptly.
Failed Deliveries
It is essential to provide accurate shipping information to ensure successful deliveries. In the case of a failed delivery due to inaccurate address details or other issues (e.g. missing buzz code), additional shipping charges may apply for reshipment.
7. Important Return and Refund Policy Update
Please be advised that returns and refunds are processed from Monday to Friday only. To expedite the process, we strongly recommend contacting us before coming to the store.
Additionally, please note that on Saturdays, returns and refunds will be accepted by appointment only.
Thank you for your understanding and cooperation.