A Real Guarantee
At Westhill Interiors, 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.
Returns & Exchanges
We will accept returns and exchanges of items shipped from or sold through either our stores or Westhill Interiors online:
- Must be in new and unused condition in the original packaging
- Within 7 days of purchase
If you discover an item has a manufacturer’s defect or was damaged during transit, we will accept the item for return or exchange within 7 days with proof of purchase. A valid photo ID is required.
We are unable to accept any items for return or exchange without proof of purchase.
Items must be returned to the store if the item was purchased there, or by mail (if the item was ordered online or by phone and received by mail).
Non returnable items
Items purchased as Final sale, Floor Models, Clearance, Custom/Special Orders and Discounted items cannot be returned, exchanged or repaired.
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 tax laws. For your convenience, we will accept the following as proof of your purchase:
- Original Paper Receipt
- Gift Receipt
- eReceipt
- Order Number with phone number and address associate to the account
We can also verify proof of purchase by looking up your original receipt using your major credit card used at the time of purchase, or the email address used to receive an eReceipt.
Return / Exchange Process:
- To initiate a return or exchange, please contact our customer support team at +1 604 732 1398 with your order details and reason for the return/exchange.
- Our team will provide you with instructions on how to return the product or proceed with the exchange.
- Please note that any return/exchange costs are the responsibility of the customer.
Refund:
- Once the returned products is received and inspected, we will notify you of the approval or rejection of your refund.
- If approved, the refund will be processed to the original payment method within 3 business days.
- Please note that the refund amount maybe subject to deduction for any applicable shipping fees or restocking fees.
Exchange:
- If you would like to exchange a product for a different size, colour, or alternative item, please contact our customer support team to check the availability of the desired item.
- Exchanged items will be shipped to you once the original product has been received and processed.
Damaged or Defective Products: - If you receive a damaged or defective product, please contact our customer support team within 24 hours.
- We may request supporting documentation, such as photographs, to sees the damage or defect.
- Depending on the situation, we will provide a replacement, a refund, or offer a suitable solution to resolve the issues.
Return Shipping:
- When returning a product, please ensure that it is securely packaged to prevent damage during transit.
- We recommend using a trackable shipping service and obtaining a shipping receipt as proof of shipment.
- We are not responsible for any lost or damaged items during the return shipping process.
Returns & Exchanges of Furniture Items
At Westhill Interiors, we take great pride in the quality and craftsmanship of our furniture. 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.
How to Contact Us for a Furniture Return/Exchange
For orders placed online, please email us at: [email protected] | For orders placed in store, please call us at (604) 732-1398.
Stock Furniture
Payment is required in full for in-stock items. For out-of-stock items (eg. Custom/Special Orders), we require a 50% deposit for over $3000 purchases or full deposit with less than $3000 before tax purchases to reserve incoming stock. Full payment of the balance prior to scheduling delivery (or pickup of eligible items). You may cancel your Stock order within 7 days of purchase at any time prior to delivery or pickup for a full refund.
If you are not satisfied with your Stock furniture purchase upon receipt, you must contact us within 24 hours of your delivery or pickup to arrange a return or exchange. The item must be returned within 7 days of delivery or pickup.
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 tax laws. Refunds will be issued in the Original Form of Tender (cash refunds are limited to CAD 100 in store with any balance refunded as a check by mail). For your convenience, we will accept the following as proof of your purchase:
- Original Paper Receipt
- Gift Receipt
- eReceipt
- Order Number with phone number and address associate to the account
Custom Furniture and Personalization
These special-order items are made to your individual specifications; therefore, we cannot accept returns or exchanges.
We require a 50% deposit for all Custom order merchandise with purchases over $3000 before tax, and full deposit under $3000 before tax. The balance must be paid in full prior to scheduling delivery (or pickup of eligible items).
Once you place your order for Custom merchandise, you have 48 hours to change or cancel. After 48 hours, your deposit is nonrefundable. The 48-hour time frame begins as soon as you place your order and confirm your fabric selection in a store or online.
For Custom orders canceled within 48 hours, an appropriate exchange, credit or refund will be issued, as well as any taxes due to be refunded in accordance with applicable provincial tax laws. Refunds will be issued in the Original Form of Tender (cash refunds are limited to CAD 100 in store with any balance refunded as a check by mail).
If a Custom or Personalization 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.” Payment is required in full at the time of purchase.
All store floor samples are final sale and cannot be canceled, 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. We can arrange our delivery partner to schedule a pickup and return for your convenience. A $249 white-glove pickup fee is required within the Greater Vancouver Area
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.
Please Note
Furniture and rugs are not eligible for online returns.
We reserve the right the modify or update this return policy at any time without notice. Any changes will be effective immediately upon posting the updated policy on our website.