PRICE MATCH GUARANTEE

We work hard to make sure you are getting the best value for your money. We keep prices at the lowest we can to provide you more style within your budget. If you find a current lower price on an identical item in our local delivery area (i.e. London and surrounding area) at the time of or within 30 days of your purchase, we will refund you the difference.

At the time of or within 30 days of your purchase:

  • Bring in a physical, dated copy of a Canadian retailer that is advertising the identical product you wish to purchase or have already purchased along with your original purchase receipt (if already purchased) and present it to one of our retail sales associates or our customer service department. Once we have confirmed the competition’s details, we will refund you the difference. Competitor’s advertisement must be dated and effective on the date of or within the 30 day window after your purchase. Our Price Match Policy only applies to current model merchandise (refurbished, distressed or display merchandise is not eligible for out Price Match Policy).

  • Our Price Match Policy applies if a competitor is advertising a percentage discount. We will match the dollar amount not the percentage amount when a competitor advertises a percentage discount (i.e. 15% off sofas).

  • Our Price Match Policy does not apply to additional services such as extended warranties or fabric protection, special credit or financing terms, administration fees or delivery and is applicable only on the purchase price of the merchandise.

  • Our principle is to offer our Price Match Policy only on the identical merchandise advertised for less by an authorized dealer in the same local trading area, under the same terms and conditions. Merchandise must be the same name brand, same model and must be sold under the same finance terms including any administrative fees or delivery charges.

  • Our Price Match Policy does not apply to misprints or advertising errors. It excludes competitor club, co-op or wholesale purchases, limited quantity offers, clearance, after-rebate or coupon discounted prices, auction website prices, discounts for 'cash' purchases and damaged, reconditioned, shop-worn, floor model or other items that are not new and first quality, internet only retailers or non-Canadian retailers.

  • We reserve the right to discontinue or amend our Price Match Policy without notice.

  • Our Price Match Policy cannot be combined with any other sale or promotional offer (i.e. VIP Program).

CUSTOM FURNITURE

We want your space to look exactly how you want it to look.  That can involve customization from one of our many suppliers.  We do our very best to give accurate time lines for your pieces, but good things take time.

Occasionally delays may occur due to insufficient stock, bad weather, supplier issues beyond our control or factory shut-downs for holidays.  Customized pieces are being made just for you and to provide you with the best quality, this can take time.  We will notify you of any delays if and when we become aware of the them as soon as possible.  We want your furniture to come quickly, and we do the best we can within our means to make that happen.

 

Expected Timeframes for our Manufacturers:

  • 8 weeks: Klaussner,  Palliser, ELE/Direct Custom, Craftmaster, Shermag, Bermex, Leathercraft, Rustix

  • 6 weeks: Amisco, Capel, Ashley, LH Imports, Moe’s Collection

  • 4 weeks: Renwil, Zuo Modern, Torre & Tagus, Korson, Mercana

  • 2 weeks: Citak, Kalora

RETURN POLICY

We want you to be happy.  If you aren't, please contact us at (519)-474-7111 to arrange a return, exchange or re-selection on qualifying merchandise as stated below.

Items must be in new condition and in the original packaging to qualify for a refund.  Refunds will be issued in the same form of payment as the original payment.  Exchanges of greater value require payment of the difference.  

 

Refunds, exchanges and re-selections are issued once the item is received and inspected.  Customers are responsible to pay the difference for re-selection.

 

Delivery fees are non-refundable.  The costs of return shipping and any return fees will be deducted from your refund.

 

Sorry, we cannot return, exchange or refund clearance merchandise, mattress toppers, mattress protectors and encasements, pillows, comforters, adjustable bed bases and foundations, as-is products, floor samples, soiled or misused merchandise, items used commercially, promotional products and gifts with purchase.  Mattresses and foundations cannot be returned for a refund.

DELIVERY DAMAGE AND DEFECTS

If your item arrived damaged or defective, we're happy to help.  Contact us within 48 hours of delivery to let us know about any delivery damage or defect.

 

Regular Stock Cancellations, Returns and Exchanges

If you wish to return any eligible furniture item for a reason other than delivery damage or defect, please contact us within fifteen (15) days to arrange a return or exchange.

 

  • Return fees or delivery charges will not apply to cancellations of regularly stocked merchandise made prior to delivery or pickup.

  • Returns of regularly stocked merchandise within fifteen (15) days of receipt are eligible to receive a merchandise refund, less a 20% return fee and any return delivery fees.

  • Exchanges of regularly stocked merchandise are charged a 20% return fee, return delivery charges, plus any difference in price.

CUSTOM ORDER CANCELLATIONS

RETURNS OR EXCHANGES

Please contact us within seven (7) days to arrange a return or exchange of custom order merchandise. Because custom order merchandise is designed to your specific requirements, a 50% deposit is required at the time of purchase.

 

  • Custom order cancellations within 72 hours of purchase: No charges will apply.

  • Custom order cancellations after 72 hours are subject to loss of the 50% deposit.

  • Custom orders may be returned for refund or exchange within seven (7) days of receipt if the merchandise is returned in new condition.  A 50% return fee and a return delivery fee will be charged.

DELIVERIES

Our delivery service is more than just drop it off at your house.  Our delivery company brings your furniture pieces into your house and places them where you want them to go.  The fee you are paying for your delivery ensures that your pieces arrive just as you purchased them in the store.

 

If there is any damage that occurs during the delivery process (to your furniture, or to your house during the process) this will be taken care of at no cost to you.

 

Please make sure you look over your furniture and that you are happy with it.  If you are unsatisfied with any part of the delivery, please make a note when you sign the delivery copy.  Once this copy is signed, it is no longer the store's responsibility for any damage, it must be noted at the time of the delivery.

 

For an extra fee, the delivery company can remove your old furniture, but this arrangement needs to be made in advance.

 

Delivery outside of the London area will have an extra charge on top of our standard fee.  Please speak to our delivery specialists for a quote.

 

Once a delivery time has been booked, changes to the booking cannot be made less than 48 hours before the scheduled time without incurring a fee.

PLEASE NOTE, ONCE YOUR ITEMS HAVE LEFT THE STORE, YOU ARE RESPONSIBLE FOR ANY DAMAGE OCCURING AFTER THAT.

 

Please bring appropriate blankets, ties, plastic tarps, etc. for transport of your furniture.

 

Blankets are available for rental for a $25 cash deposit which will be returned upon return of the blanket.

 

Pick-ups are MON-FRI 10AM - 5PM.  Thursday evenings and weekends with advance notice.

 

YOU NEED TO CALL AT LEAST 24hrs IN ADVANCE FOR PICK-UPS.  We do not have warehouse staff available at all times for pick-ups and we need notice to get your furniture ready and easily available to pick-up.

   LONDON'S DESIGN EXPERTS   
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