Brief statement about wanting customers to be happy with their purchase.
General overview of the policy’s purpose.
Eligibility for Returns/Exchanges:
Timeframe: (e.g., “within X days of delivery/purchase”).
Condition of Item: (e.g., “must be in new, unused, unassembled condition,” “in original packaging”).
Proof of Purchase: (e.g., “original sales receipt or order number required”).
Items NOT Eligible for Return/Exchange (Exclusions):
Clearance / Final Sale items.
Custom-made / Made-to-order items.
Assembled furniture (unless a manufacturing defect).
Mattresses (often for hygiene reasons, unless unopened or specific trial period offered).
Gift cards.
Items damaged through misuse or accident after delivery.
Process for Initiating a Return/Exchange:
How should customers start the process? (e.g., “Contact Customer Service at [email/phone],” “Fill out our online return request form [link if you have one]”).
Information they need to provide (order number, reason for return, photos if for damage/defect).
Authorization needed? (e.g., “Do not ship items back without a Return Authorization (RA) number”).
Return Shipping:
Who pays for return shipping?
For buyer’s remorse / change of mind (customer usually pays).
For defective/damaged items or shipping errors (company usually pays or arranges pickup). Be very clear.
Instructions for packaging items for return.
Recommended shipping methods (if customer is responsible).
Refunds:
How refunds are processed (e.g., “to the original method of payment”).
Timeline for processing refunds (e.g., “within X business days of receiving and inspecting the returned item”).
What is refunded? (Product cost only? Original shipping charges? Are there restocking fees? Be transparent.)
Restocking Fees: If you charge them, clearly state the percentage or amount and under what conditions they apply.
Exchanges:
Process for exchanges (similar to returns).
Handling price differences for exchanged items.
Shipping for exchanged items.
Damaged or Defective Items:
What should a customer do if an item arrives damaged or is found to be defective?
Timeframe for reporting damage (e.g., “within 48 hours of delivery”).
Process for resolution (e.g., provide photos, company will arrange repair, replacement, or refund).
In-Store Returns/Exchanges (If Applicable for your Showrooms):
Can online purchases be returned/exchanged at your Montreal or West Island showrooms?
What are the conditions/requirements for in-store returns?
Contact Information for Returns/Exchanges:
Dedicated email or phone number, or link to your general contact page.
