Thank you for choosing EQ3. We know that finding the right pieces for your home takes thoughtful consideration. If something isn't right, here's how we correct it.
EQ3 designs fall into two categories: stocked designs and custom designs. Our policy is structured accordingly.
Stocked designs — including ready-to-ship upholstery, beds, dressers, dining tables, dining chairs, consoles, and rugs — may be returned within 7 days of delivery or pickup. Returns must be initiated at the store where the purchase was made. Items must be in their original packaging and in sellable condition.
In cases where an item exceeds the store's maximum weight and size, a pickup fee will apply. This amount will be deducted from your refund and may vary by region. Photos may be requested before a return is authorized.
Accessories — including dinnerware, lighting, vases, smaller rugs, and art — may be returned within 30 days of purchase. Items must be in new condition and in their original packaging.
Items returned without original packaging or not in sellable condition are subject to a 20% restocking fee. EQ3 reserves the right to refuse a return if an item is materially damaged or unsellable.
If your original receipt states Final Sale, the item cannot be returned or exchanged.
Orders for stocked designs may be cancelled or changed within 48 hours of purchase for a full refund. After 48 hours, orders cannot be cancelled and are considered final sale; our standard return policy applies. To confirm your order status, contact the store where you purchased or email customercare@eq3.ca.
Customization is at the core of what we do. Custom designs include made-to-order upholstered furniture, upholstered beds, and custom-configured Partner Brand designs. These pieces are created specifically for you once your order is placed.
Custom design orders may be cancelled or changed within 48 hours of purchase for a full refund.
After 48 hours, custom designs are considered final sale.
If your piece arrives with material defects or is damaged during delivery, please refer to our warranty policy. Damage and incorrect shipment claims must be reported within 72 hours of delivery — contact the store where you made your purchase or email customercare@eq3.ca if you purchased online.
Before placing your order, if you'd like a second opinion, we're happy to offer complimentary Design Service.
Each of our Partner Brand programs carries its own return policy. Here's a summary:
Final sale. No cancellations, returns, or exchanges.
EQ3 manages the return process on behalf of Branch. Orders may be cancelled or changed within 48 hours of purchase. Returns are accepted within 30 days of delivery in like-new condition, fully disassembled, and in original packaging. A 20% restocking fee applies, plus any applicable pickup fee.
EQ3 manages the return process on behalf of Kuzco. Orders may be cancelled or changed within 48 hours of purchase for a full refund. Kuzco returns are accepted within 30 days of delivery. Items must be in like-new condition, fully disassembled, and in original packaging. A 25% restocking fee applies.
Returns and cancellations are handled directly by Silk & Snow. Contact the store where you purchased or email customercare@eq3.ca for assistance.
Trica orders follow EQ3's Custom Design policy. Orders may be modified or cancelled within 48 hours of placement. After 48 hours, once submitted to Trica, the order cannot be changed or cancelled.
All Canadel orders are final sale upon placement. The client and EQ3 team member must both sign and date a copy at time of sale.
This policy applies to all EQ3 products. For Partner Brand return terms, see the Partner Brands section above.
You'll need your original receipt or order confirmation. Items must be returned in their original condition and with all original packaging.
If original packaging is no longer available, a 20% restocking fee will apply.
Items that can be carried by one person may be returned to your closest EQ3 retail location. For larger items, contact the store where you made your purchase to arrange a pickup — a fee will apply. If you purchased online, email customercare@eq3.ca.
Contact the store where you made your purchase to arrange a pickup — a fee will apply. If you purchased online, email customercare@eq3.ca.
Select products can be returned by mail. Contact the store where you made your purchase or email customercare@eq3.ca for details. Mail returns can take up to 2 weeks to process.
We refund the amount paid, excluding delivery and assembly fees. Delivery and assembly fees are non-refundable once service has taken place. If an item is returned without original packaging or not in sellable condition, a 20% restocking fee will be deducted from your refund.
Store credit is funds connected to your customer account that can be applied to a future purchase. It cannot be transferred to another account or redeemed for cash.
Floor models, clearance merchandise, custom upholstery, commercial upholstery, COM (customer's own material) upholstery, and items purchased at a designated outlet location are all final sale and cannot be returned, cancelled, or exchanged. Delivery and assembly fees are also non-refundable.
Your Extended product protection is eligible for a full refund processed by EQ3 up to 60 days after receiving your product.
EQ3 is happy to offer a one-time price adjustment within 14 days of purchase.
Report any damage or defect within 72 hours of receiving your product. Contact the store where you made your purchase, or email customercare@eq3.ca if you purchased online. If you believe your product is defective, please refer to the warranty policy for the applicable product type. Issues not covered by warranty include (but are not limited to) fabric pilling, chenille napping, wood variation, and feather maintenance.
For the fastest response, please contact the store where you made your purchase.
If you purchased online or are unable to reach your store, email us at customercare@eq3.ca.
For warranty claims and defective products, please visit our warranty page.
