Return & Exchange Policies

What is your return policy?

  • To process a return, you will need to provide your receipt or invoice.

  • Returns and exchanges must be made within 30 days of receiving your item.

  • Refunds will be provided in the form of the original payment.

  • Returns may be subject to inspection before your refund can be issued.

  • To ensure a full refund, items must be unused, unassembled, and in their original condition. Packaging must be complete with tags, instructions, and inserts.

  • EQ3 Protect, designer fees, delivery fees, and assembly charges are non-refundable.

  • Custom upholstery pieces are made just for you, therefore are non-refundable and cannot be changed, returned, or cancelled.

  • Please allow 1-2 weeks for processing on items returned via mail.

  • Final sale items cannot be returned, cancelled, or exchanged.

How can I return or exchange my order?

In-Store Returns

You may return your purchase, regardless of whether it was purchased online, at any of our EQ3 retail locations. As some items are too large to be held in our showrooms, please contact Customer Care or call us at 1-888-988-2014 to determine your proper return location.

Returns by Mail

To begin the process of a return by mail, please contact Customer Care or call us at 1-888-988-2014 to receive instructions prior to sending back your merchandise. Returns by mail require shipment back to our main warehouse, located in Winnipeg, Canada. Please note that return shipping is your responsibility, so we encourage you to use a service that offers tracking capabilities.

What items are final sale?

  • Custom upholstery: all custom pieces are made just for you, therefore are non-refundable and cannot be changed, returned, or cancelled.

  • Herman Miller items are made-to-order and therefore are final sale. For all other EQ3+ brands, please refer to our return policies.

  • All floor models and clearance merchandise

  • Any item that has noticeable wear and tear.

  • Used, soiled, or laundered bed linens.

  • Any cushions or pillows that have been made just for you.

Do you offer price adjustments?

  • We are happy to offer a price adjustment on any regularly priced item in the form of the original payment if it was purchased within 14 days of the sale.

  • Price adjustments cannot be combined with any other offer or applied to previously discounted purchases.

  • Price adjustments are not available between December 15 and January 5.