Refund policy

Returns & Refunds Policy

Last updated: 2026/04/02

If there's an issue with your order (damage, wrong item, missing parts, or a delivery problem), contact us and we'll work to resolve it through replacement parts, a replacement item, or a refund where appropriate.

1) Start a Claim

Email: support@davidandrewfurniture.com

Include: order number + photos/video of the issue + photos of packaging/shipping label + a short description.

2) Claim Windows

  • Damage on arrival: within 72 hours of delivery
  • Wrong item / missing parts / defects: within 7 days of delivery
  • General disputes: within 30 days of delivery

3) Eligible Cases (Refund or Replacement)

  • Damaged on arrival
  • Incorrect item / wrong variant
  • Missing components
  • Out of stock / unable to ship (refund for unfulfilled items)
  • Excessive transit delay after shipment (typically 30+ days domestic; 45+ days Canada; 60+ days international; or 40/55/75+ days respectively during peak season)
  • Lost in transit (confirmed by carrier / investigation)

4) Not Automatically Eligible

  • Tracking marked "Delivered" (carrier investigation may be required)
  • Incorrect/incomplete address, refused delivery, or unclaimed package
  • Customs-related holds or actions required by the recipient (including unpaid duties, taxes, or brokerage fees — see Section 8)
  • Delays within published transit time estimates for your region

5) Returns (Only if Authorized)

Do not return items without written authorization. If approved: return within 10 days, item must be resellable, and return shipping is the customer's responsibility unless the return is due to our error or a confirmed defect.

6) Restocking Fee

A 25% restocking fee applies to all authorized returns unless the return is due to our error or a confirmed defect.

Fee is waived for:

  • Damaged on arrival (must be claimed within 72 hours of delivery)
  • Incorrect item / wrong variant
  • Missing components
  • Lost in transit (carrier-confirmed)

General disputes must be raised within 30 days of delivery. Authorized returns must be completed within 10 days of written authorization.

7) Refund Timing

Approved refunds are issued to the original payment method. We process refunds within 5–10 business days after approval (your bank/provider may take longer to post).

8) Import Duties, Taxes & Carrier/Customs Fees

Orders shipped across international borders (including to Canada and international destinations) may be subject to import duties, taxes, brokerage, or carrier/customs processing fees. Unless explicitly stated otherwise at checkout (for example, "duties paid"), these charges are the customer/recipient's responsibility and are collected by the carrier or customs authorities, not by us.

Refunds will not be issued for orders held, seized, or abandoned due to unpaid customs fees or recipient non-compliance with customs requirements.

Contact

Support: support@davidandrewfurniture.com

Mailing address: 59-610 Katherine Rd, West Kelowna, V1Z3G2, B.C., Canada