|Our goal is to make your online shopping experience at KVADRO pleasant and safe. We love the quality of KVADRO furniture and hope you do too. However if you are not completely satisfied about your purchase we are proud to offer one of the most customer friendly returns policies among online furniture stores.
Please in all cases contact us first. We are here for you.
1. What if the furniture is nice and everything but I just would like to return it
It’s ok with us. With our Easy Returns Policy you have full 30 days to evaluate your new furniture. If for any reason you would like to send your purchase back within 30 days of receipt, please contact us, and we will make the necessary arrangements for collecting your furniture.
Realizing that shipping furniture might be pretty expensive by itself we do not apply any restocking or handling charges. We’ll only ask you to pay for the actual round trip shipping (shipping from a manufacturer to your home, and back from your home to our warehouse in Halifax, NS). Please, contact us and we will email you a round trip shipping quote by our assigned moving company.
Please make sure the merchandise you are returning is in original new condition. After examining the item in our warehouse we will process a full refund minus round trip shipping immediately. According to your preference it can be a KVADRO store credit or a card refund.
2. If the furniture I received had been damaged during shipping
With our curbside delivery all items are exceptionally well packaged by professional furniture people. So damages happen quite rarely. We work only with trucking companies experienced in delivering furniture and fragile items.
In case of our premium white glove service the damage rate is less than 0.5%. All furniture is blanket wrapped and individually cared for.
Damage is rare but it still might take place sometimes due to different circumstances. Our professional staff is available to help you in such cases.
Please, examine your item carefully at the time of arrival. Sign the shipping papers only AFTER you examine the package and your purchase. Note on shipping papers, even if damage is slight, and may only be the packaging. In the event of damaged product, we ask you not to assemble the furniture.
If you find any damage (a torn package, a damaged furniture item), please:
· keep the furniture and report the damage to the shipping company in notes on your delivery receipt,
· make photos of all the damaged items upon the arrival,
· contact us within 3 business days upon the arrival of your merchandise.
We will send you a free replacement of damaged parts or arrange the return shipping of the whole damaged item at our discretion. After examining the returned whole furniture item in our warehouse we will provide you with an equal exchange, a store credit or a full card refund. We will of course pay the return shipping costs when the return is a result of our error.
If you would rather decline the replacement of a partial damage and cancel your order then our normal 30 Day Easy Returns Policy is applied.
3. If my purchase misses some parts
All Kvadro furniture is built to specifications, so missing part situations are not frequent. For us to protect your interests effectively we would ask you to examine your furniture upon the arrival. If you find some parts of your purchase missing, please note this in delivery papers and then contact us within 3 business days of your furniture receipt and we will send you these parts for free as soon as possible.
4. If I wish to cancel my order
Orders may be cancelled at any time. If you wish to cancel your order for any reason you can do so for a full refund within 3 business days of placing the order.
As all furniture is custom made, it means custom fabrics, woods and sizes. After 3 business days of your order we will have to charge you a restocking fee of 40% of the purchase price.
All our clocks are normally sent by FedEx or UPS. Please examine your purchase before signing your delivery slip.
· If the goods came damaged or you found a shortage, please note this in delivery papers and then contact us within 3 business days of receipt. We will send a replacement for the damaged or shorted item.
· Please make sure items are returned in the original packaging and the same condition when you received it.
Warranty on Furniture and Clocks
If you found a manufacture’s defect within 30 days of your furniture/clock receipt, please notify us immediately for service. We will ask you to email us pictures of the issue and a clear description of the issue.
Upon accepting a valid claim, we will repair or replace the part under warranty at our discretion at no cost to you. We would ask you to do the related assembly (if necessary) of the replacement part.
A word about natural characteristics of wood and leather
Wood and leather are the products of nature. We encourage the craftsmen we work with to bring out the natural beauty and character of wood and leather. This makes each piece of our furniture exceptional and one-of-a-kind.
Organic markings such as mineral deposits, surface checks and small cracks in wood as well as wrinkles and veins in leather are not viewed as flaws, on the contrary, they are true indications of geniune authenticity and nature's "beauty marks" which make each piece of furniture truly unique. Thus, they are not considered to be manufacturer's defects.
Miscellaneous Category items such as sofa pillows can only be returned unused, in original packaging. We make sure to send you items only in a good, brand new condition and well packaged.
Your satisfaction is top priority at KVADRO Traditional Furniture Inc. We pride ourselves in fair policies. In all the cases simply contact us and we will do our best for you.