Effective Date: October 22, 2024

At Capital Ottawa Furniture & Mattress, your satisfaction is our priority. If you’re not completely satisfied with your purchase, we offer a straightforward return and refund policy to ensure a hassle-free shopping experience.

 

1. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

  • The item must be unused and in the same condition that you received it.
  • It must be in its original packaging, along with all accessories, manuals, and parts.
  • Proof of purchase (receipt or order number) is required.

Please note that custom-made furniture, special orders, and mattresses are non-refundable, except in cases where the product is defective or damaged upon delivery.

 

2. Return Timeframe

  • You may return most eligible items within 14 days of delivery.
  • For items received in-store, returns must be requested within 7 days.

 

3. Non-Returnable Items

The following items are not eligible for return:

  • Custom-made or personalized furniture
  • Mattresses (unless defective)
  • Clearance or sale items
  • Gift cards
  • Items damaged due to misuse or improper care

 

4. Return Process

To initiate a return, follow these steps:

  1. Contact Us: Reach out to our customer service team at +1 (613) 228-8639 or email us at [email protected] to begin the return process.
  2. Provide Proof of Purchase: You will need to provide your receipt or order number.
  3. Return Authorization: We will provide you with a return authorization number and details on how and where to return your item.
  4. Return Shipping: Customers are responsible for return shipping costs unless the item was damaged or defective upon delivery.

Note: For larger items, such as furniture sets, we can arrange for pickup and return services. Please inquire about any applicable fees.

 

5. Refund Policy

Once we receive your returned item, it will be inspected, and we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

Refunds are issued for the following reasons:

  • The product was defective or damaged upon arrival.
  • The wrong item was delivered.

Partial Refunds may be granted in the following cases:

  • Items returned with missing parts or that are not in their original condition.
  • Items returned after the 14-day return period.

 

6. Exchanges

We will replace defective or damaged items free of charge. If you need to exchange a product for the same item, contact us within 14 days of delivery to arrange the exchange.

 

7. Damaged or Defective Items

If your item arrives damaged or defective, please notify us immediately:

  1. Contact Us within 48 hours of receiving the item.
  2. Submit Photos of the damaged or defective item to assist with the evaluation process.
  3. We will either replace the item or issue a full refund, including shipping costs.

 

8. Order Cancellations

  • Orders may be canceled before the item is shipped. If you cancel your order before it is processed, a full refund will be issued.
  • If the order has already shipped, it may be returned under our standard return policy once received.

 

9. Custom Orders & Special Items

Please note that custom furniture and special orders are final sale and cannot be returned or refunded, unless they are defective or damaged upon delivery.

 

10. Contact Us

For any questions or concerns about our Return & Refund Policy, please contact us:

  • Phone: +1 (613) 228-8639
  • Email: [email protected]
  • Address: 1440 Merivale Road, Ottawa, ON, K2E 5P1