In-Store Return Policy
At Porter’s Wood Furniture, we stand behind the quality of our products. We want every purchase to be a positive experience for our customers and we will do our best to make things right if you are not satisfied.
Customer satisfaction is our top priority, so we manage most returns or exchanges on a case-by-case basis. Because the majority of furniture purchases are made with careful deliberation, we find every “return” situation to be unique and so we like to work directly with each customer to find a solution that ensures the best possible outcome for all parties.
Cancellations and Returns for In-Store Purchases
You are free to cancel your furniture order, prior to delivery or pick-up, within 24 hours of purchase (furniture and mattresses). Any deposits made to this order (excluding custom or special order deposits) will be refunded without fees or charges. Please note: mattresses cannot be returned or exchanged once the item has left our store.
If you are unhappy with your furniture purchase upon possession, please contact us within 24 hours and we will discuss the various options available to you. In the rare event that a full product return must be made, you may be subject to a 25% restocking fee.
Returns and deposits are processed with the same method of payment used to make the purchase. Deposits or purchases made by cash will be refunded on the debit card of the original buyer or, if that cardholder is not present, will be refunded by company cheque and mailed to the original buyer within 7–10 business days.
Custom or Special Orders
We love that we can provide our customers with custom or special orders on furniture to satisfy your unique specifications. That said, due to the custom nature of these orders, we cannot accept refunds.
When placing your custom or special order, a non-refundable deposit of 50% will be charged. The remaining balance of your order will be charged upon shipment.
While we like to be flexible around our customers’ needs, there are certain products we just can’t refund or exchange, these non-refundable items include:
- Mattresses: All mattresses are final sale. We carry our complete mattress collection in store for customers to try before purchase.
- Floor Models: All floor models, “As-Is”, and clearance items are final sale.
- Custom or Special Orders: Since custom orders are made to suit your unique specifications, all custom and special orders are final sale.
- Bed Accessories: All mattress protectors, covers, pads, and duvets are final sale.
- Non-refundable fees: Shipping and delivery charges are non-refundable. If returning an item that was purchased online, customers are responsible for all return-shipping costs.
What if my product is damaged?
While we always want our products to arrive in perfect condition, things do happen and sometimes furniture can arrived damaged or flawed. In this case, we will work as quickly as possible to replace or fix the item (at no cost to you) to ensure that you’re satisfied with your final product.
If you notice your furniture is damaged or has deficiencies upon arrival, please contact the store within 24 hours (via phone or email) so we can make arrangements to replace or fix your item as soon as possible. If we are delivering and setting up your furniture, it is likely our delivery team will notice the damage/defect upon set up and make arrangements to replace or fix the item, however if something is missed, please feel free to alert our staff directly (or call the store).