Effective Date: October 22, 2024

At Capital Ottawa Furniture & Mattress, your satisfaction is our priority.  

1. Return For Exchange Eligibility

To be eligible for a return for exchange, 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.
  • Must be in unopened. 
  • Must be unassembled. 
  • If approved a 25% restocking fee will apply

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 Time frame

  • You may cancel your order most eligible items within 1 day.
  • For items purchased in-store, returns must be requested within 1 day. Otherwise orders will be processed. 

 

3. Non-Returnable Items

The following items are not eligible for return:

  • Custom-made or personalized furniture
  • Mattresses (unless defective) Yor warranty will apply towards defects. Most Mattress are warrantied up to 10 years. 
  • Clearance or floor models items
  • Gift cards
  • Items damaged due to misuse or improper care
  • Custom orders
  • Financing Fees
  • Delivery Fees

 

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. Return Policy

If your item is eligible for an exchange or return for exchange,  Once we receive your returned item, it will be inspected, and we will notify you of the approval or rejection of your exchange.  If approved, your exchange will be processed. The process for your new item delivery time frame will be set up. 

 

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.

 

6. Damaged or Defective Items

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

  1. Contact Us within  24 hours of receiving the item.
  2. Submit Photos of the damaged or defective item to assist with the evaluation process.
  3. We will start the process of repairing the item, replace the damaged parts, or exchange the item. These decisons are made at the store level. 

 

8. Order Cancellations

  • Orders may be canceled 24 hours after purchase. After this time there will be NO REFUND OR EXCHANGE.  

 

9. Custom Orders & Special Items

Please take 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