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canada returns/exchanges

a real guarantee

At CB2, we stand behind the quality of our products and want every purchase to be a positive experience. We will do our best to make things right if you are not satisfied.

non-furniture return/exchange policy

CB2 will accept returns and exchanges of non-furniture items, purchases through our CB2 stores or by calling 855.833.1833, if:

  • Non-furniture items are returned within 90 days of customer receipt.
  • A valid proof of purchase is provided (see below).
  • Non-furniture items are returned in good condition—unused and unwashed.

If you discover an item has a manufacturer’s defect or was damaged during transit, we will accept the item for return or exchange with proof of purchase. Without proof of purchase, the item can be exchanged only for the same item. A valid photo ID is required.

We are unable to accept any items for return or exchange without proof of purchase. Items purchased as final sale cannot be returned, exchanged or repaired.

Items must be returned to the store brand where the purchase originated or by mail (if the item was ordered by phone and received by mail). Purchases made outside of Canada or online may only be returned to the purchase location.

proof of purchase for eligible items

Proof of purchase is required to issue an appropriate exchange, credit or refund for eligible items, as well as any taxes due to be refunded in accordance with applicable provincial law. For your convenience, we will accept the following as proof of your purchase:

  • Original Paper Receipt
  • Gift Receipt
  • eReceipt
  • Original Packing Slip
  • Gift Packing Slip
  • Order Number
  • Gift Registry Number

We can also verify proof of purchase by looking up your original receipt with the major credit card used at the time of purchase or the email address used to receive an eReceipt.

credits and refunds

We will issue an appropriate credit or refund in one of the following ways:

  • With an Original Paper Receipt, eReceipt, Original Packing Slip, Order Number or major credit card used at the time of purchase, the item’s purchase price will be refunded in the Original Form of Tender (cash refunds are limited to $100 in store with any balance refunded as a cheque by mail).
  • With a Gift Receipt or Gift Packing Slip, the item’s purchase price will be refunded by a CB2 Shopping Card.
  • When the Gift Registry Number is presented without proof of purchase, the item’s current selling price will be refunded by a CB2 Shopping Card.

Please note: Shopping Cards, Gift Cards and eGift Cards are valid for CB2 and Crate and Barrel purchases and are not redeemable or subject to exchange for cash or a cash equivalent, except as required by applicable law.

returns to a store

To return or exchange eligible non-furniture items at a store, please bring the items and proof of purchase within 90 days to the store brand where the purchase originated (i.e., CB2 items can only be returned to a CB2 store, and Crate and Barrel items can only be returned to a Crate and Barrel store).

See the “non-furniture returns/exchange policy” above for details on items that are eligible for return or exchange and valid forms of proof of purchase.

returns by mail

To return an item by mail, follow the instructions on the Packing Slip enclosed with your order, insure the package, and mail it to the CB2 address on your Packing Slip. If you do not have the Packing Slip or have misplaced it, please call us at 855.833.1833. Without proof of purchase, we are unable to accept any items for return or exchange.

basic freight returns

To return Basic Freight items, please call us at 855.833.1833 or, for orders placed through a store, please contact the store where the original purchase was made within 7 days of delivery; returns will only be accepted if the return is completed within 30 days of delivery.

All items will be inspected upon return. A restocking fee will apply, starting at 25% of the purchase price, for any items not returned in good condition or outside the stated time frame.

Proof of purchase is required to issue an appropriate exchange, credit or refund, as well as any taxes due to be refunded in accordance with applicable provincial law. See “proof of purchase for eligible items” above. Refunds will be issued in the Original Form of Tender (cash refunds are limited to $100 in store with any balance refunded as a cheque by mail).

Orders eligible for cancellation will be refunded in the Original Form of Tender.

furniture and rug return/exchange policy

At CB2, we take great pride in the quality and craftsmanship of our furniture and rugs. Attention to detail in design, materials and construction is always at the forefront. We encourage you to inspect the item upon receipt. If you have a concern or believe there is a quality issue, we will work with you to correct it, in accordance with the policy below. For orders placed through a store, please contact the store where the sale originated. For furniture orders placed by phone, please call us at 855.833.1833.

stock furniture, rugs and rug pads

Payment is required in full for in-stock items. For out-of-stock items, we require a 50% deposit to reserve incoming stock and full payment of the balance prior to scheduling delivery (or pickup of eligible items). You may cancel your Stock order at any time prior to delivery or pickup for a full refund.

If you are not satisfied with your Stock furniture, rug or rug pad purchase upon receipt, you must contact us within 7 days of your delivery or pickup to arrange a return. The item must be returned within 30 days of delivery or pickup.

All items will be inspected upon return. A restocking fee will apply, starting at 25% of the purchase price, for any items not returned in good condition or outside the stated time frame.

Proof of purchase is required to issue an appropriate exchange, credit or refund, as well as any taxes due to be refunded in accordance with applicable provincial law. See “proof of purchase for eligible items” above. Refunds will be issued in the Original Form of Tender (cash refunds are limited to $100 in store with any balance refunded as a cheque by mail).

special order upholstery

These special-order items are made to your individual specifications; therefore, we cannot accept returns or exchanges.

We require a 50% deposit for all Special Order upholstery merchandise. The balance must be paid in full prior to scheduling delivery (or pickup of eligible items).

Once you place your order for Special Order upholstery, you have 72 hours to change or cancel. After 72 hours, your 50% deposit is nonrefundable. The 72-hour time frame begins as soon as you place your order in a store or by phone.

For Special Order upholstery orders cancelled within 72 hours, an appropriate exchange, credit or refund will be issued for the item(s) and any taxes due to be refunded in accordance with applicable provincial law. Refunds will be issued in the Original Form of Tender (cash refunds are limited to $100 in store with any balance refunded as a cheque by mail).

If a Special Order upholstery item arrives with a manufacturing defect or damage caused during transit, we will repair or replace the defective or damaged area. If that is not possible, we will arrange an exchange. We reserve the right to determine the best course of action.

store floor samples

All store floor samples are sold “as is” and payment is required in full at the time of purchase.

All store floor samples are final sale and cannot be cancelled, returned, exchanged or repaired.

nonrefundable fees

Shipping and handling charges are nonrefundable.

Return shipping and return pickup fees are the customer’s responsibility and are nonrefundable.

delivery accessibility

The customer is responsible for making sure the item can fit in the room of choice and can be delivered through all entry points by verifying building access and all doorway measurements. Outside access to the delivery area must be clear, and the inside area where the furniture will be placed must be accessible for placement of furniture.

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