Return policy

Returns, exchanges, warranty and cancellations

This is the short version of our policy. The full refund policy is what actually applies.

Everything we sell (any room of furniture, plus massage chairs, the Olivia and saunas) comes with a 90-day home trial from your delivery date. Send it back unused or in like-new condition, in the original box, and there is no restocking fee.

Every return has to make it back to one of our stores. You either pay to ship it back, or drop it off free in Kelowna, Calgary or Edmonton.

Refunds go back to your original card if you bought online. If you bought in-store, we can refund your card or credit another purchase. We never refund in cash.

Warranty: 3 years on almost everything, lifetime on the Olivia's frame and mechanism, and 1 year on the Olivia's mattress. See our claims and warranty page.

Cancel any order for free within 5 hours of buying it. After that, a 10% fee applies.

Special-order pieces (4 to 5 week lead time) get the same 90-day trial. Only true custom orders, made to your own fabric, size or configuration, are final sale.

To start a return, email support@forwardfurniture.ca within 90 days of delivery with your order number, delivery date and the reason.