Refund policy

Cancellations

Regular-priced orders can be cancelled as follows, counted from the time the order is placed:

  • Within 24 hours: a $45 cancellation fee applies.
  • After 24 hours and within 7 days: a 25% restocking fee applies.
  • After 7 days: orders can no longer be cancelled.

To cancel, call 647-748-1424 or email info@newfurnituregallery.ca with your order number. Approved refunds are issued to the original payment method within 5–7 business days.

Delivery charges are refunded only if the order is cancelled before it ships. Once an order has shipped, delivery and service charges (inside delivery, room of choice, white-glove service and assembly) are non-refundable.

Returns

We do not accept returns once an order has been delivered or picked up, including for change of mind, colour preference, or items that don't fit your space. Before ordering, please check product dimensions and measure doorways, hallways, stairways and elevators. Contact us for exact measurements of any product.

Final sale items

The following are final sale and cannot be cancelled or returned:

  • Discounted or sale-priced items
  • Mattresses
  • Custom and special orders
  • Floor models
  • Layaway purchases

Gift cards are non-refundable.

Damaged or defective items

If your item arrives damaged or has a manufacturing defect, we will replace it with the same item, including final sale items. To make a claim:

  • Report it within 48 hours of delivery or pickup by emailing info@newfurnituregallery.ca with your order number, a description of the issue and photos.
  • Do not assemble or use the damaged piece, and keep the original packaging.
  • Our Customer Service team will review your claim and issue an Exchange Authorization number before any replacement is arranged.

Damage that happens while you transport an item yourself after pickup is not covered.

Warranty

Manufacturing defects that appear after the 48-hour window are handled under the one-year manufacturer warranty described in our Terms of Service.

Your rights

Nothing in this policy limits your rights under Ontario's Consumer Protection Act, 2002 or any other applicable law. If your order has not been delivered within 30 days of the promised delivery date, please contact us.

Questions

Call 647-748-1424, email info@newfurnituregallery.ca, or visit us at Unit 7, 2450 Finch Ave W, Toronto, ON M9M 2E9.