Exchange/Return policy

We want you to be completely satisfied with every item you purchase. All regular priced furniture items that are stocked by Urban Accents Canada in our warehouse are able to be returned within 7 days of purchase. The unused item must be returned in its original condition and packaging. Refunds will be processed based on the original method of payment.

Shipping and Delivery fees are not refundable and customer is responsible for paying the shipping fees to have the item(s) returned to our warehouse. All sale furniture, clearance furniture, floor models, and special order furniture are considered final sale and are not eligible for return.

Nobody likes restocking fees and we do all we can to avoid them. Therefore, please unwrap your merchandise carefully, keeping in mind that merchandise can only be returned in its original packaging. Any opened merchandise that is returned with damaged, some missing or unwrapped packaging will be subject to a 20% restocking fee.

SPECIAL ORDER AND CUSTOM PRODUCTS

All custom and special orders are non-cancellable and non-returnable.

FEDEX/UPS DELIVERY:

Items shipped via FedEx Ground may be returned or exchanged in-store or online. The unused item must be returned in its original condition and packaging. To arrange a return or exchange for an online order, please call us at 905-660-4669.

IN HOME DELIVERY:

Our in-home delivery service (only across the GTA) is offered for purchases made in-store and online. The unused item must be returned in its original condition and packaging. Please note that delivery fees are non-refundable. Customers are responsible for any applicable delivery fees and return packaging.

Please contact your nearest store location within 7 of delivery to arrange a return or exchange. To arrange a return or exchange for an online order, please call us at 905-660-4669.

DAMAGED ITEMS:

We work closely with our distribution partners to make sure your merchandise arrives safely. However, damages from shipping and handling may sometimes occur.

The process is easy: you send us pictures and a description of the damages, we send you replacements. Please send all photos to service@urbanaccentscanada.com.

To help us protect you and your merchandise and enable us to make a claim on your behalf if items are lost or arrive damaged due to transport, it is important that you inspect all packaging carefully upon delivery before signing the "Proof of Delivery" receipt and report any damage to the packaging to the driver.

We recommend taking photos of damaged packaging before opening it. If you cannot inspect your merchandise upon delivery for any reason (e.g., you cannot unwrap the merchandise or do not immediately see any damages to merchandise or packaging), but suspect that it may be damaged, please declare the merchandise as damaged on the Proof of Delivery, before you sign. Signing a Proof of Delivery receipt without indicating any damages will free the transporter of all responsibility regarding loss or damage to your goods and prevents us from filing damage claims on your behalf.