Warranty claims
If your order arrives damaged, defective or incorrect, or you later discover a problem that may be covered by a legal warranty, please contact us with your order number, a brief description and photographs of the item and packaging, if available. These claims are assessed separately from change-of-mind returns and in accordance with applicable legal warranties.
Natural wood and care
Wood is a natural material that can expand, contract and change shape as moisture and humidity vary. This response is part of the material’s natural behaviour, but an open crack, separating joint or other damage still needs individual assessment.
Our care guidance explains cleaning, drying, conditioning and storage practices that help reduce avoidable deterioration. We cannot control how a product is used or stored after delivery, or guarantee against deterioration caused by unsuitable use, care or storage conditions. Any such cause is assessed case by case; damage alone does not establish improper use. This does not exclude manufacturing defects or limit applicable legal warranties.
If you have a concern, contact us with your purchase details and photographs so we can assess the product and the appropriate remedy. When damage falls outside warranty coverage, we may offer a one-time goodwill replacement following an individual assessment. This does not create entitlement to further goodwill replacements or limit applicable warranty rights. A goodwill replacement is offered only where no remedy is required by applicable law or warranty.
Warranty replacement shipping
Approved warranty replacements are subject to outbound shipping fees as set out in our Replacement Policy, which forms part of these warranty terms, except when applicable law requires us to bear those costs. Terms applicable to earlier purchases remain unchanged.
Change-of-mind returns
Request a voluntary change-of-mind return within 30 days of delivery. Eligible items must be unused, unopened, in pristine condition and sealed in their original protective film. Proof of purchase and prior authorization are required. Ship the return within 10 calendar days of authorization. You pay return postage. For each authorization from one original order, one processing and original-delivery deduction applies: CAD $25 plus applicable taxes if every returned product weighs less than 4 kg, or CAD $35 plus applicable taxes if any returned product weighs 4 kg or more. Multiple packages under the same authorization do not multiply the deduction. The total deduction is capped at the otherwise eligible refund; it may reduce that refund to zero, but no additional balance is charged. These voluntary conditions do not restrict a remedy provided by applicable law.
For lower-priced products, the deduction and return postage may equal or exceed the purchase price. Contact us before sending a return so that we can confirm the applicable costs and refund amount.
Please read the full returns policy before requesting a return.
Nothing here limits consumer rights that cannot legally be excluded or restricted.