Return & Exchange Policy

We understand once in a while there might be a situation where you are happy with the item at time of purchase but after delivery it didn't meet your expectations.  So as a courtesy we can accommodate you to take the item back under the following terms and conditions below.

We do our best at the time of purchase to give you all the information needed to be sure you are making an informed buying decision.  If a return is found to be necessary call or email us from the information found on our Contact Us page.  Our policies and procedures for returning an item vary based on the type of item and the reason for return, see below for more information.

Manufacturer Defects & Warranty Issues

Many of our products include at the very least a one year parts and labor warranty.  The warranty information should be included with the item when delivered or can be found on the manufacturers website.  Please do not call the manufacturer directly, we are responsible for handling any legitimate warranty claims through the store.  Please call the store or email johnthomson@wightman.ca

Any pictures you can send will also help resolve any warranty issue and we will be able to pass it along with our correspondence to the manufacturer.  It is up to the manufacturer how we handle the warranty issue, in most cases the item is repaired or a part is replaced and returned to the home.  Most issues can be resolved by our staff right here in the store to speed up the process.

Damaged Products

If an item that has been damaged through shipping or is anyway defective from the manufacturer and was not a discounted due to a clearance sale, purchased “as is” or “one of a kind”, please contact the store at 519-843-1502.  We require a picture showing the damage/defect and please email to johnthomson@wightman.ca.  We will do our best to remedy a satisfactory solution to resolve the issue as fast as possible.

Eligibility For Returns

Custom orders (Any product specially made as per your specifications) are not returnable. The customer is responsible to make sure the item purchased will fit the space it is supposed to go.  We can offer assistance prior to purchase if requested but if a custom order will not fit your space or go through a door, we are not responsible. 

We inspect everything thoroughly prior to delivery and all items should be inspected by the customer once delivery is set-up in the home and call us immediately if there is a problem.

Custom orders placed cannot be cancelled once the order is in production.  Certain types of other items cannot be returned, due to our hygiene policy on mattresses and all related bedding products - All SALES FINAL, NO EXCHANGES OR REFUNDS.  Products used for any period of time in the home are not able to be returned.  

 

To be eligible for a return, all above criteria have been met.  Above solutions have been attempted and still not met your expectations, we will consider a refund.  Your item must be in the same condition that you received it, unused and with all manufacturer tags, with proof of purchase and packaging if applicable.  There is up to a 25% restocking fee on every product being returned that was delivered by our team to your home.  This is just to help cover our initial "Free Delivery & Set-up" costs, then picking the item up to be re-stocked, and possibly a need for the item to be discounted once returned to the store and any other costs incurred with the return.

Small accessory items that did not require delivery and are returned within 5 days and in perfect condition as sold, may be eligible for a full refund.

 

Any returned products will be inspected in the home and must be "as new" and in the same condition as it was delivered and/or sold. Products that do not meet these requirements may not be eligible for return or refund.  All returns will generally be refunded in the form it was paid with or we will use the most convenient method of refund that suits the customer.

 

Delayed Orders

We do our best to enter all orders in a timely fashion and cannot be held responsible for any unexpected manufacturer delays due to back-ordered materials as well as any shipping delays.  Especially now due to all the time constraints with COVID.  If you need an estimate when your furniture will arrive and an estimated delivery date, please contact the store directly.