Return and Exchange

If you are not completely satisfied with your purchase, please contact us or call our store to return or exchange your item(s) within 3 days of the delivery or pick up date, with proof of purchase. Furniture and large home decor items will be subjected to a 15% re-stocking fee.

Note that returns or exchanges are not accepted for special/custom orders, floor models, clearance, products that discounted over 30%, items that have been installed, damaged items, mattresses and/or foundations no longer in their original packaging. Other exclusions may apply, see details listed below. Pick up fee for Zone 1 $199.99 and wrapping fee $39.99 per item if requested. 

Protection plan and delivery charges are not taken into account in determining the value of the product you received nor are they refundable.

You may not receive payment in exchanging for an item of lesser value. All exchanged items must be in “new” condition (no smoke, pet odors, hair, soil, etc.). There are separate charges if you want us to pick up your merchandise or deliver the replacement merchandise. You cannot return or exchange after 3 days of receiving your merchandise.

Upon return, your item will be inspected and exchanges, credits or refunds will be issued for the purchase price. Any taxes charged will be refunded in accordance with applicable laws. Delivery fees are non-refundable with the exception of manufacturer defects or transit damage. Return pick up fee are extra depends on the zoning, and if the product needs to be wrapped, there will be extra wrapping fee $39.99 per piece.

Hoya Casa Furniture reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. The claims has to be made within 48 hours of receipt of goods. Please email your claim to customercare@hoyacasa.ca

Inspection and Acceptance

You must make any claims for damage, shortage, or errors at the time your merchandise is delivered to you. If you do not make a claim at that time, you will be deemed to have accepted the products and you cannot revoke your acceptance. After such acceptance, you will have no right to reject the products for any reason but may request an exchange within 3 days of delivery as described and limited above. If its delivered by our delivery team, you will be request to inspect the product upon receiving and sign on our delivery slip.

Exceptions / non-returnable items

Custom and special orders are submitted for production immediately upon order placement and are built to your specifications. A non-refundable 50% deposit will be taken when the order is placed; the remaining 50% balance has to be settled before delivery. If you choose to cancel your special order item(s) prior to delivery, your 50% deposit will not be refunded.

Unfortunately, we cannot accept returns on floor models, sale items or gift cards.