Refund policy

Returns, Cancellations and Warranty Policy

At Decor Furniture & Mattress, we want customers to shop with confidence while recognizing that furniture and bedding cannot always be resold after use. This policy explains our cancellation, return, damage, warranty and refund procedures.

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable consumer-protection laws.

1. Order Cancellations

Cancellation within 48 hours

A standard order may be cancelled without a cancellation fee within 48 hours of purchase, provided that the order has not already:

Been delivered or picked up;
Been shipped or transferred for delivery;
Been prepared, assembled or otherwise processed specifically for the customer; or
Entered non-recoverable supplier processing.

Please contact us as soon as possible if you need to cancel an order.

Cancellation after 48 hours

If processing, supplier ordering, preparation or transportation has begun, an approved cancellation may be subject to a 15% cancellation or restocking fee.

Any actual, non-recoverable freight or supplier charges already incurred may also be deducted from the refund. Applicable charges will be explained before the cancellation is completed.

Orders that have already been delivered or picked up are governed by the return terms below.

Custom and special orders

Products that are custom-made, customized or specially ordered for a customer cannot be cancelled once production or supplier processing has begun.

If a supplier permits cancellation, any non-recoverable supplier, production or freight costs may be deducted from the refund. Products subject to these restrictions should be identified as custom or special order before checkout.

These restrictions do not apply where cancellation or another remedy is required by law.

2. Standard Furniture Returns

Eligible standard furniture may be returned within 7 calendar days after delivery or pickup, subject to prior authorization.

To qualify, the product must be:

Unused;
Unassembled;
Undamaged and unaltered;
Free from stains, odours, pet hair, smoke or other signs of use;
In resalable condition;
In its original packaging with all components, hardware and accessories; and
Accompanied by proof of purchase.

Approved change-of-mind returns are subject to a 15% restocking fee and applicable return-transportation costs.

Completed delivery, setup and assembly services are non-refundable.

Products may not be returned, delivered or shipped to Decor Furniture without prior authorization. Unauthorized returns may be refused.

No restocking fee will be charged when Decor Furniture delivered the wrong item, the item arrived damaged, a defect is confirmed, or a different remedy is required by law.

3. Return Transportation Costs

For approved change-of-mind returns, the customer is responsible for all return transportation, pickup and shipping costs. Original delivery, setup and assembly charges are non-refundable.

Large furniture returns must be authorized and coordinated with Decor Furniture and may require a paid pickup service.

If Decor Furniture delivered the wrong item, or an item is confirmed to have arrived damaged or defective, Decor Furniture will cover the reasonable transportation costs associated with the approved remedy.

For defects that arise later under a manufacturer’s warranty, transportation, inspection and service costs will be handled according to the applicable manufacturer’s warranty terms. Any customer charges will be disclosed before service is arranged.

Customers must not return, deliver or ship any item without prior authorization.

4. Mattresses and Bedding Hygiene Policy

For health and hygiene reasons, mattresses, box springs, foundations, pillows, mattress protectors, sheets and other bedding products may only be returned for a change of mind if they are:

Unused;
Unopened; and
Still in their original, factory-sealed packaging.

Once the factory seal or packaging has been opened, these products are final sale and cannot be returned or exchanged for comfort preference or change of mind.

A customer’s preference regarding mattress firmness, feel or comfort is not considered a product defect. A comfort exchange is only available when a specific manufacturer comfort guarantee applies to the purchased mattress.

This restriction does not apply to an incorrect product, confirmed damage, a confirmed manufacturing defect or any remedy required by law.

Hygiene notice for mattress product pages:
Mattresses and bedding may only be returned while unused and factory-sealed. Once opened, they are final sale except for confirmed damage, defects or applicable legal rights.

5. Final-Sale and Non-Returnable Items

The following are not eligible for change-of-mind returns:

Opened mattresses, box springs, foundations, pillows, protectors, sheets or bedding;
Custom-made, customized or special-order products once processing has begun;
Products specifically identified as final sale;
Clearance and floor-model products where identified as final sale before purchase;
Products that have been assembled, installed, modified or altered;
Products damaged after delivery or pickup;
Products showing stains, odours, pet hair, smoke, infestation, misuse or unsanitary conditions;
Products missing packaging, parts, hardware or accessories;
Gift cards; and
Completed delivery, setup or assembly services.

A product is not automatically final sale merely because it is advertised at a sale price. Any final-sale restriction must be clearly identified.

These exclusions do not remove any applicable rights concerning incorrect, damaged or defective products.

6. Damaged, Defective or Incorrect Products

Customers should inspect products carefully at delivery or pickup.

Any visible damage, missing parts or incorrect products should be reported as soon as possible, preferably within 48 hours. Prompt reporting helps us document the issue with the supplier or delivery provider.

Customers may be asked to provide:

The order number and proof of purchase;
Clear photographs or video of the issue;
Photographs of the packaging, product labels and model information; and
A description of when and how the issue was discovered.

Please keep the product and its packaging until we provide instructions.

The preferred 48-hour reporting period does not eliminate applicable rights relating to concealed damage, manufacturing defects or remedies required by law.

Depending on the circumstances, availability, manufacturer requirements and applicable law, the approved remedy may include:

Replacement parts;
Repair;
Product replacement;
Exchange;
Store credit; or
Refund.

Decor Furniture or the manufacturer may need to inspect and confirm the reported issue before approving a remedy.

7. Manufacturer Warranties

Many products include a manufacturer’s warranty. Warranty coverage, duration and procedures vary by manufacturer and product.

Decor Furniture will assist customers with eligible manufacturer warranty claims. The final warranty decision and available remedy may depend on the manufacturer’s terms and inspection requirements.

Manufacturer warranties commonly exclude:

Normal wear and tear;
Comfort or firmness preference;
Normal fabric pilling, fading or stretching;
Natural variations in wood, stone, fabric, leather, colour or grain;
Normal settling or compression of cushions and mattress materials;
Stains, liquids, burns, cuts, tears or odours;
Smoke, pets, insects, infestation or unsanitary conditions;
Misuse, abuse or improper maintenance;
Damage caused while moving or transporting the product after delivery;
Improper assembly, installation, bed frame or mattress support;
Commercial or rental use unless expressly covered; and
Damage occurring after delivery that is not caused by a manufacturing defect.

Mattress warranty claims may require the mattress to be clean and sanitary, retain its law label and be used with an appropriate foundation, frame and centre support.

Transportation, inspection or service costs for later warranty claims are governed by the applicable manufacturer’s warranty. Any applicable customer costs will be explained before service is arranged.

8. Measurements and Product Fit

Customers are responsible for measuring rooms, doorways, hallways, staircases, elevators and other access points before ordering.

A product’s inability to fit through the customer’s premises is not considered a defect.

If an otherwise eligible product cannot fit, return transportation, redelivery charges and the applicable restocking fee may apply. Custom, special-order, assembled or final-sale products may remain non-returnable.

9. Delivery Appointments and Missed Deliveries

Customers must provide accurate delivery information and ensure that an adult is available during the confirmed delivery appointment.

Additional charges may apply when:

No authorized person is available;
Access to the premises is unsafe or unavailable;
Incorrect delivery information was provided;
The product cannot fit through the available access points; or
A second delivery attempt is required.

Any redelivery or storage charges will be explained before another appointment is arranged.

10. Delivery Estimates and Delays

Delivery dates and timeframes are estimates unless expressly confirmed otherwise in writing.

Most in-stock products are normally delivered in approximately two to three weeks, but supplier delays, back orders, weather, transportation disruptions and other circumstances may affect delivery.

We will provide updates when material delays become known and explain any options available based on the order’s status and applicable law.

A delay does not remove any cancellation or other rights that cannot legally be excluded.

11. Refund Processing

Approved refunds will be issued to the original payment method unless another method is required or agreed upon.

After approval, refunds are normally submitted within 5–10 business days. Banks, credit-card companies and payment providers may require additional processing time before the credit appears.

Any cancellation fees, restocking fees, non-refundable services, return-transportation charges or other permitted deductions will be itemized or explained before the refund is finalized.

Where applicable law requires a different refund method or timeframe, the legal requirement will apply.