Refund & Exchange

Warranty, Refunds, Return & Exchange Policies

GENERAL

  1. Unless otherwise indicated, whether you are not satisfied with an item you purchased online (through our website) or in-store (at our warehouse), you may return or exchange (IN-WAREHOUSE ONLY) new, unused goods within 30 calendar days of the day you received them with your purchase receipt, and we will execute for eligible purchase a full or partial refund (Re-stocking fees may apply, see Important Notes below).
  2. Vortex Furniture will give the buyer a store credit, exchange the goods or will replace a damaged part  (at its sole discretion) for manufacturing, structural assembly damage, or malfunctioning, if reported via email within the next 180 calendar days of the date of purchase shown on Sales Receipt.
  3. At any time, Vortex Furniture reserves the right to refuse a return or exchange, as well as a reimbursement on shipping and handling charges.
  4. Vortex Furniture will place claims, on behalf of its customers, to third parties shipping companies and their personnel deemed responsible for damage caused in the transportation, handling and delivery of its products.
  5. Vortex Furniture is not responsible for damages like scratches, dents, fading and similar deterioration caused by handling, usage or weather exposition and these are the sole responsibility of the buyer.
  6. Design, materials and assembly of goods are provided by the manufacturer, whereas shipping and delivery are provided by third parties. Vortex Furniture’s role as a seller is defined in its Post-Sales Service Policy (herewith) and encourages its clients to use the goods for their intended purpose and not exceed reasonable weight and stress that could compromise the structural strength of the said goods.

WHAT TO KNOW ABOUT REFUNDS

  1. Items MUST be returned, unused, unopened and in their original packaging, including barcode labels, to be eligible for a full refund or exchange, Vortex Furniture reserves at its sole discretion return eligibility.
  2. Vortex Furniture will process a purchase refund within a maximum of four (4) business days of receipt of the return product.
  3. When apply, restocking fees will be calculated from product price before taxes and will be deducted from the total amount of the purchases eligible for refund.
  4. Gift cards are final sale and are not refundable or redeemable for cash.
  5. Refund will be based on the original method of payment and the amount actually paid for the merchandise.
  6. Original shipping and handling charges cannot be refunded, unless you received an item in error. Return shipping and return pickup fees are the customer’s responsibility and are non-refundable.

 

WHAT TO KNOW BEFORE RETURNING ANY PURCHASE

If you would like to return or exchange your purchase, please ensure to keep the original packaging. Restocking fees may apply.

See information as follows:

  • Restocking Fees for UNOPENED products is 0% of the sale price. Product MUST be as when it left Vortex Furniture Facility, box in perfect conditions and properly packaged, box tape seal MUST be UNOPENED. If any of these terms is incomplete, additional restocking fees may apply.
  • Restocking Fees for OPENED & UNUSED is 10% of the sale price. All parts MUST be with its respective protections. Product box MUST be in perfect conditions. If any of these terms is incomplete, additional restocking fees may apply.
  • Restocking Fees for OPENED & USED is 20% of the sale price. Product MUST work properly, unless otherwise indicated by manufacturer warranty (numeral 2 in General Warranty Clauses). Product MUST be in perfect conditions, undamaged and complete. If any of these terms is incomplete, additional restocking fees may apply.
  • We do not accept returns or exchanges on clearance merchandise, final sale merchandise and any product that has been modified/altered/washed.
  • Items under the promotional term “Final Sale", indicate there is neither return nor refund for these items.

Questions?

info@vortexfurniture.com or call 905-338-0606 on regular business hours 9am-2pm / 3pm-6pm, Monday to Friday.

"ALL RETURNS MUST BE PREAUTHORIZED BY A VORTEX FURNITURE REPRESENTATIVE"

To make your return easier, we will provide you with a pre-paid return label. Return shipping costs will be at customer expenses, unless otherwise indicated by manufacturer warranty (numeral 2 in General Warranty Clauses). Return shipping costs will be deducted from the total amount of the purchase eligible for refund.

RETURN LABEL

To obtain a pre-paid return label, you can either:

* Email us at info@vortexfurniture.com

Include your name, telephone number and order number.

Include the SKU number of item(s) you would like to return indicating quantity for each item you are returning.

Please indicate if you are returning your entire order.

Your subject line should read “request for return”

Your pre-paid return label which you will need to affix to your package will be emailed to you.

You will be required to mail your package using the assigned courier.

* Call Us at +1 905 338 0606

Your pre-paid return label which you will need to affix to your package will be emailed to you.

You will be required to mail your package using the assigned courier.

What would Customer Service Representative send to you by email?

  • Pre-paid return label (Shipping Fees charged to your order)
  • Copy of your Packing Slip

How to package your return?

  • Include the packing slip your Customer Service Representative emailed to you.
  • Indicate how many units of each item you are returning as well as the reason for the return on your packing slip. Please ensure to include with your return parcel.
  • Affix the pre-paid return label emailed to you by our Customer Service Representative, to your return parcel and drop your parcel off at any location for the courier indicated on the Packing Slip.

Mail your return package to: (ensure to mail with assigned courier)

Vortex Furniture
Unit 13 - 1121 Invicta Drive
Oakville, Ontario
L6H 2R2

*If using the return label provided by our customer service, you may not have to provide destination mailing address to the courier.