1. Order Cancellations
Once an order is placed, it may not be cancelled or changed. The shipping address cannot be changed or modified after order placement. Please double-check all order details before finalizing your purchase.
1.1 Backordered / Discontinued Products
If you receive a notification that an item you ordered is on backorder or discontinued, please contact us to confirm before making a cancellation decision. A backorder or discontinuation notice is often issued before the manufacturer’s stock is fully depleted and may not affect your specific order.
In the rare event that Company cancels your order due to availability issues, your order will be refunded in full to your original payment method.
1.2 Refund for Cancelled Orders
If your order is successfully cancelled, a refund will be initiated to your original payment method. Please allow 2–4 business days from the date of the confirmation email for the refund to appear.
2. Return Policy
Buyer’s remorse returns are not accepted. All claims must be submitted within the applicable reporting window (see Section 3). The following items are non-returnable under any circumstances:
- Custom made or special request items
- Opened bedding materials
- Assembled or Partially Assembled Furniture
- Mattresses
- Items without original packaging
- Used items
Note: Company will not be responsible for return shipping fees incurred if a customer arranges return shipment at their own expense.
3. Claims Reporting
3.1 Damage, Defect, or Lost Order Claims — 5 Calendar Days
Any damage, defect, or lost-order claim must be reported within 5 calendar days of receiving your item to initiate a claim.
What qualifies as damage: Dents, scratches, water spots, or evidence of mishandling or impact that are not part of an intended distressed finish.
3.2 Wrong Item, Missing Parts, and All Other Claims — 5 Calendar Days
Claims for receiving the wrong item, missing parts, incorrect colour, or any other issue not covered in Section 3.1 must be reported within 5 calendar days of delivery. In most cases, replacements can be provided at no charge.
3.3 Photo Documentation Requirements
Photos are required for all claims. Photographs must include:
- Clear images of the affected item or parts (all sides)
- All sides of the outer packaging
- The shipping label
- SKU / product description details on the packaging
If the item has not been unpacked and the exterior labelling clearly shows it is incorrect, a photograph of the carton is sufficient — you do not need to unpack the product.
3.4 Replacement Process
- Submit your replacement request by contacting us via email(Home -> Contact Us).
- You can expect a reply from our Replacements team within 3-4 Business days.
- Replacement requests are submitted directly to the manufacturer, who will determine whether replacement parts or a new unit is needed.
4. Shipping & Delivery
4.1 Ground Shipments (UPS / FedEx / USPS / GLS / etc)
Tracking details will be emailed once your product ships. If you are not available, the carrier may leave the package at the front door if it is deemed safe.
4.2 Truck Freight / White Glove Shipments(LTL)
Items that are large, heavy, or fragile may require freight delivery. Delivery is typically available Monday–Friday during business hours. Delivery dates or hours may be restricted for remote areas.
Signature & Appointment: If signature is required, the carrier will contact you to schedule a delivery appointment. If no signature is required, the item will be left at the first dry area or front door when safe to do so.
4.3 Inspection at Delivery
It is critical that you inspect the delivery while the driver is present. Note any damage on the carrier’s delivery documents before signing. Even minor packaging damage should be recorded as “Package Damaged.”
- Clear damage to packaging and product: Note damage on the carrier’s paperwork and refuse delivery of the damaged cartons.
- Minor packaging damage: Open and inspect the product. If damaged, note it on the paperwork and refuse the damaged cartons. If the product is fine, accept delivery normally.
- Carrier refuses to allow inspection: Note the packaging damage and the carrier’s refusal to wait on the paperwork. Accept delivery, inspect immediately, and contact us within 5 calendar days if the product is damaged.
Failing to note damages at delivery may limit Company’s ability to assist with disputes or replacements.
4.4 Refused Deliveries
Any refused delivery of orders will be charged a 20% restocking fee, which will be deducted from the refund amount.
4.5 Undeliverable Orders
If the carrier cannot deliver your item (due to an incorrect address, customer unavailability, etc.), you will have 5 business days to respond. If the item remains undeliverable, applicable restocking fees and/or additional delivery charges may apply.
5. Color Discrepancies
If the item received does not match the colour ordered, contact us within 5 calendar days. In most cases, replacements can be provided at no charge.
Please be aware that minor shade variance may occur due to monitor settings (brightness, contrast, etc.) or differences between studio photography lighting and room lighting. Such variations do not constitute an incorrect product.
6. Warranty
All products sold by Company are brand-new and backed by the applicable manufacturer’s warranty. Warranties are provided by the manufacturer directly, not by Company. Terms and duration vary by manufacturer and are typically available within individual product descriptions.
7. Listing Errors
Company strives to ensure all listings are accurate. In rare cases where an item is listed with incorrect details (pricing errors, incorrect product information, etc.), Company reserves the right to refuse, cancel, or request the return of any affected orders.
If your order is cancelled due to a listing error and your account has already been charged, a full refund will be issued to your original payment method within 2–4 business days.
8. Disposal of Replaced Items
In the event of a replacement, Company (or its designated third party) may coordinate the pickup of the original item. Upon actual or attempted pickup, all rights and title to the item transfer to Company (or the designated third party) at no cost. Company may dispose of these items as it sees fit, including selling, recycling, donating, or destroying them.
Please note that Company may also authorize disposal of the item in customer’s possession should no pickup is deemed possible.