Return policy

Returns, Exchanges, and Cancellations

We understand that sometimes life and situations change. If you change your mind, or are not entirely satisfied, please contact us within 5 business days of delivery to arrange a return or exchange of your product(s).

All returned or exchanged product(s) must be in resalable condition (unassembled), including all the original packaging, instructions, and hardware.

How do I request a return?

Send us an email to within 5 business days of delivery. Please include your order number, the date your order was delivered, and why you wish to return or exchange your order.

Your request will be reviewed by our team. We will look into the return shipping options and send you an email quoting you the return shipping costs.

You will then have 5 business days to review and respond to the email to confirm you accept the return shipping costs. If we do not receive a response within 5 business days your order will be closed as delivered.

How much will it cost for my return?

The returns costs vary depending on where you are located and what you have ordered. We will send you an email with the return shipping costs and your refund. We will need you to respond to the email to confirm you accept the costs before we can proceed with arranging the shipping.

Initial shipping and delivery fees are a one-time paid service and are non-refundable once delivery has transpired.

For more information including an estimated return shipping cost, please contact us.

My order is damaged and I want to return it, how do I do this?

Under our claims policy, we will cover the damages that occur in shipping or any manufacturer defects discovered upon delivery. You will need to send us pictures of the damages, the boxes, and other information for us to review in order to determine the best course of action.

If you do not wish to proceed under the claims policy, it will fall under the returns policy and you will be subject to the return shipping costs. This includes manufacturer defects. We will work with you to have the defective pieces replaced or discounted to keep "as is."

If I have put together my furniture, can I still return it?

In situations where an order has been assembled, such as a bed frame, we will require details and pictures in order for us to determine whether or not we will be able to accept a return. This is not guaranteed, and Forward Furniture reserves the right to decline a return request.

Can I exchange my order for something else?

Yes, except for products that are sold as a final sale. Exchanges must be for an item of equal or greater value and you are only responsible for 50% of the return shipping.

The original item must still be in resaleable condition and needs to arrive at our warehouse for inspection before the new item can be picked up or ship to you.

When would I receive my refund?

We will issue the refund when the returned item has arrived back into our warehouse, it has been inspected to ensure all the pieces are included, and it is in resaleable condition. Refunds can take 3 - 7 business days to be applied to your credit card and our admin team will send you an email once the refund has been completed.

What do I do when my return request has been approved?

You will need to make sure all the pieces are in boxes, including hardware and instructions, and that it is taped up well. The delivery company will contact you to arrange to pick up the boxes. You may need to print out a shipping label that we will email you and help the driver put the boxes on the truck.

My order hasn’t shipped out, can I cancel it?

Yes. Standard orders may be cancelled at any time prior to shipping with no charge. Orders financed through PayBright are subject to a cancellation fee regardless of whether your order has shipped.

Please be aware in some cases your order may have already shipped and we have not been notified yet. Any standard orders that have already shipped will be considered a return and subject to return shipping costs, and any orders financed through PayBright will be subject to a cancellation fee and return shipping costs. If you do wish to cancel your order we must be advised by email as soon as possible.

Are there any cancellation fees?

Standard orders do not have any cancellation fees as long as your order has not been picked up by a shipping carrier. If your order has shipped and you wish to cancel it will be considered a return and subject to return shipping costs.

Orders financed through PayBright are subject to a cancellation fee which is calculated to 10% of your order total.

Are there items that cannot be cancelled?

Yes. We cannot accept cancellations of the following:

  • Orders that have been shipped out.
  • Items that are custom made for you in colour or configuration.
  • Items that are sold "as is" and/or "final sale."

Please note most of our products ship within one to four business days.


  • Custom orders are NOT eligible for returns or exchanges. Custom orders are orders that are built to customer specifications. This includes items where the customer has selected a specific fabric or configuration. For example some sectional sofas have options for a left or right side chaise, sofa bed, and upholstery options.
  • Furniture damaged by the customer is not eligible for returns or exchanges.
  • Flat packed, ready to assemble (RTA) furniture is not eligible to be returned or exchanged such as items by Prepac.
  • Items sold "as is" and/or "final sale" are not eligible to be returned or exchanged.
  • Once mattresses and bedding are opened, they are considered used and are not eligible to be returned except for mattresses that qualify for the 90 Day 'Sweet Dreams' Guarantee. Click for details

This policy supersedes any verbal communication between Forward Furniture and you, the customer. Any amendments to this agreement must be made in writing and be clearly indicated as amendments to this specific agreement.