Refund policy

RETURNS, EXCHANGES, PRE-ORDERS & CANCELLATIONS POLICY

(Updated – Massage Chairs + Saunas + Pre-Orders)

We understand plans can change. This policy explains when returns, exchanges, and cancellations are available, and what conditions apply.

1) Returns & Exchanges – In-Stock Products (Online Orders)

If you purchased an in-stock product online, you may request a return for store credit only within 10 days of delivery, provided the item is:

  • Unused

  • In its original box

  • In perfect, resaleable condition

  • Complete with all original packaging, instructions, and hardware

Ordered-in items from suppliers (including Ashley Homestore or GOWFB products) are not eligible for refunds.

2) Massage Chairs & Saunas – Risk-Free Trial (Online Only)

2.1 Massage Chairs – 30-Day Risk-Free Trial (Online Only)

Massage chairs sold with a 30-Day Risk-Free Trial must meet all return requirements in Section 1, plus:

  • Applies to online purchases only (not in-store)

  • Item must be like-new, with no signs of wear, use, or damage

  • All original accessories, manuals, remotes, and components must be included

  • Original box is required — no exceptions

  • Customer is responsible for all return shipping/freight and insurance costs

2.2 Saunas – 30-Day Risk-Free Trial (Online Only)

Saunas sold with a 30-Day Risk-Free Trial must meet all return requirements in Section 1, plus:

  • Applies to online purchases only (not in-store)

  • Trial period begins on the delivery date and ends after 30 calendar days

  • Sauna must be like-new with no signs of use, wear, heat damage, or cosmetic damage

  • All original parts, accessories, manuals, and components must be included

  • Original packaging is required — no exceptions

  • Customer is responsible for all return shipping/freight and insurance costs

Important: If a return request is not submitted within the trial window, the purchase falls under our standard return policy (Section 1) where applicable, or becomes final sale if it is an ordered-in/special order item.

3) Missing Packaging / Components or Signs of Use

3.1 Missing Packaging or Components

If an item is missing original packaging, instructions, hardware, accessories, or components:

  • A restocking fee may apply, and/or

  • The return may be refused

3.2 Signs of Use or Damage

If the item shows any signs of:

  • Use or wear

  • Damage

  • Missing parts

A restocking fee may apply, or the return may be refused.

4) Return Shipping Costs (Online Orders)

All return shipping costs are the customer’s responsibility, including:

  • The original shipping fee paid at checkout (non-refundable)

  • Return shipping/freight back to our warehouse

  • Any carrier insurance or applicable delivery fees

Return shipping costs will be provided by email and may be deducted from the refund/store credit where applicable.

5) In-Store Purchases

Each store location operates independently.
Return policies may vary by location. Customers must confirm the return policy with the location where the purchase was made.

6) Special Orders / Ordered-In Items (Final Sale)

Items that are ordered in (not stocked and brought in specifically for the customer) are considered final sale and cannot be returned or exchanged, because product and shipping costs are paid upfront.

A store manager may approve an exchange for store credit at their discretion.

For online orders: if an ordered-in product ships, it is not eligible for return or store credit unless the customer pays return shipping and the return is approved.

7) PRE-ORDERS (IMPORTANT)

7.1 What is a Pre-Order?

A pre-order is any product sold before it is available for immediate shipment. Pre-orders may have estimated shipping windows, and timelines may change due to supplier or freight delays.

7.2 Pre-Order Disclosure

Pre-order status and any delivery estimates are disclosed on the product page and/or order confirmation. Delivery estimates are not guaranteed.

7.3 Pre-Order Commitment / Allocation

Once a pre-order is placed, inventory may be allocated/reserved for the customer, and supplier or freight planning may begin. This is considered the pre-order commitment stage.

7.4 Pre-Order Cancellation Fee

  • Pre-orders may be cancelled within [X HOURS] of purchase free of charge. (Set this to match your actual rule — e.g., 2 hours.)

  • After that window, a 5% cancellation fee applies to pre-orders.

This fee applies because pre-order inventory is reserved and administrative/supplier commitments may occur.

7.5 If a Pre-Order Ships

If a pre-order has already shipped, it cannot be cancelled and will be treated as a return request (if eligible). Return shipping costs will apply.

7.6 Pre-Order Delays

If a pre-order is delayed, we will provide updated information when available. Pre-orders are still subject to the cancellation terms above unless otherwise required by law.

8) Warranty & Damaged Products

This policy does not apply to warranty claims or items damaged during delivery. These are handled under our claims/warranty process.

If your order arrives damaged or defective, you must provide:

  • Photos of the damage

  • Photos of the packaging and shipping labels

We will determine the best solution: parts replacement, exchange, discount, or return.

If a customer chooses not to proceed under the claims process, the order falls under the standard return policy and return shipping costs apply.

9) How to Request a Return

Email support@forwardfurniture.ca within 10 days of delivery with:

  • Order number

  • Delivery date

  • Reason for return/exchange

If approved, we will email return shipping options and costs.
You have 5 business days to confirm. If no response is received, the order may be considered final sale.

10) Refund / Store Credit Timing

Refunds/store credit are processed after the returned item arrives, is inspected, and confirmed resaleable.

Refunds typically take 3–7 business days to appear after processing.

11) Exchanges (Eligible Items Only)

Exchanges are issued as store credit only (except final sale items).

  • Customer pays 50% of return shipping costs

  • Original item must be received and inspected before replacement is shipped or ready for pickup

12) Assembled Furniture

Returns for assembled furniture are not guaranteed. Customers must provide photos and details. Forward Furniture reserves the right to decline returns for assembled items.

13) Cancellation Policy (Non-Pre-Order Orders)

  • Orders can be cancelled within 2 hours of purchase free of charge.

  • After 2 hours, a 5% cancellation fee applies.

Important:

  • If an order has shipped, it cannot be cancelled and will be treated as a return request (if eligible).

  • All cancellation requests must be submitted by email as soon as possible.

14) Non-Cancellable Items

Orders that cannot be cancelled:

  • Orders that have already shipped

  • Custom-made items (fabric/size/configuration)

  • Final sale or “as-is” items

15) Exceptions & Non-Returnable Items

  • U.S. orders cannot be returned once they clear customs

  • Custom orders are final sale

  • Customer-damaged items are non-returnable

  • Flat-packed RTA furniture (e.g., Prepac items)

  • Final sale / as-is items

16) Legal Disclaimer

This policy supersedes all verbal agreements. Any exception must be approved in writing by Forward Furniture.