SHIPPING & RETURNS

All custom orders are final sale and must be finalized before a deposit is paid and the order is placed with the manufacturer, as soon as the order is confirmed no changes or cancellations can be made. In stock purchases may be possible to exchange with a restocking fee if applicable but no refunds will be issued. Any products wished to be exchanged must be approved on a case by case basis and must be in the same new condition and packaging as when originally purchased.

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Dwell Modern sources most of its products direct from international suppliers to bring you the best prices. Our objective is to minimise the distance between the manufacturer and you, the end user. As a result most of our products are Special Order, and not in stock in our stores, meaning they ship directly to you from the factories/workshops/ateliers from around the world and most are made-to-order. Special Order products are not eligible for return or exchange. Special Order items are marked as such on their product webpage under the Special Order tab or on your Quote and Sales Order Confirmation.

We encourage you to  email, phone, or to visit one of our furniture showrooms for in-person help if you have any questions prior to making your purchase.

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Products Not Eligible for Return or Exchange:

• Special Orders

• Custom Orders (products our manufacturers don’t carry in stock, custom configured products, or colours not typically stocked)

• Large orders (single items over $5,000, orders totalling over $5,000 on multiple quantities of the same item)

• Any Sale, Clearance, Open Box, Overstock, and Promotion items

• Any product that has been modified, installed, or used in any way after delivery

• Items not in resalable condition or items missing the original packaging

• Items not purchased through Dwell Modern

• Items not purchased by the original customer (we require the original purchase receipt)

• Large quantities of the same product (6 or more)

Product purchased online through dwellmodern.ca cannot be returned to a Dwell Modern showroom.

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Damaged Goods

It is a reality that fragile items are sometimes damaged in shipping. We ask that you inspect all items individually once they arrive so that any damage claims can be made immediately.

If your item arrives damaged, please notify us within 48 hours of receipt of the item(s). We will also request that you provide photos of any damaged product as well as the product packaging. Please contact our Customer Service Team and we will be happy to replace the item or send replacement parts as soon as possible. In some instances, it is possible to repair damages and/or defects with replacement parts. When this is the case, we reserve the right to use this as a solution.

Once Dwell Modern receives your claim for a damaged product, we will file a claim with the shipper. The shipper in most cases will require the product and packing to be intact and ready for pick up. We ask for your assistance in the process by ensuring the goods are prepared for the shipper to pick up. Please DO NOT discard the damaged item or its packaging.

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Defective Goods

Please keep in mind that defective goods (those with factory defects, missing parts or other problems originating prior to shipment) are handled differently than damaged goods (which are damaged in shipping). We work closely with our suppliers to ensure that quality production and inspection procedures are in place, but sometimes defects do occur. We work with you to resolve these issues.

In the event the products are defective when delivered, you must notify Dwell Modern in writing with photographic evidence within 24 hours of the date of delivery. Please DO NOT discard the defective item or its packaging and DO NOT attempt to install it if it is visibly defective. In some instances it is possible to repair damages and/or defects with replacement parts. When this is the case, we reserve the right to use this as a solution.

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If Dwell Modern inspection supports the claim that the product is defective, Dwell Modern’s liability is limited to repairing or replacing the defective product only. In no event shall Dwell Modern be liable for any incidental or consequential damages including, without limitation, damage to other property and equipment, loss of profits, or compensation for services or delays on site.

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Sale Pricing:

If the product you have purchased goes on sale at a future date, we cannot extend the sale pricing to your past purchase. Dwell Modern and its manufacturers reserve the right to change sale pricing at any time without notice. 

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Warranties:

Every manufacturer will warranty their products for a period of time. Dwell Modern does not carry its own warranty but relies on manufacturers' warranties. During the manufacturer's posted warranty period, customer service will support you by helping coordinate the resolution of any warranty issues. During this warranty period, most manufacturers will repair or replace, at their option, products or parts that are proven to be defective. This warranty does not apply to damages resulting from accident, alteration, tampering, misuse, negligence, or abuse.

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Please feel free to contact us for more details.