Refund policy

Returns, Exchanges, Warranty & Cancellations

This policy covers returns, exchanges, warranty coverage, and cancellations: what condition an item needs to come back in, how long you have, and who pays for what.

The short version

• Everything we sell (any room of furniture, plus massage chairs, Olivia, and saunas) comes with a 90-day home trial. Not right for your space? Send it back within 90 days, unused or in like-new condition, in the original box, and there’s 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 at Kelowna, Calgary, or Edmonton.
• Refunds go back to your original card if you bought online. Showroom purchases, showroom pickups and local deliveries follow section 5. We never refund in cash.
• Warranty length depends on what you bought, see the table above. It’s 3 years on almost everything, lifetime on Olivia’s frame and mechanism, and 1 year on Olivia’s mattress specifically.
• Pre-orders can be cancelled any time before they ship, for a full refund. In-stock orders can be cancelled before they ship, and special-order pieces before they go into production, for a fee of 10% of the order total (before tax). If we’re more than 30 days past your delivery date, you can cancel any order for a full refund.
• Special-order pieces (4 to 5 week lead time) get the same 90-day trial as everything else. Only true custom orders, made to your own fabric, size, or configuration, are final sale: no trial, no return.

This summary is here for convenience. The full policy below is what actually applies.

In this policy

Every product ordered online comes with a 90-day home trial from your delivery date, including special-order pieces that take 4 to 5 weeks to arrive. If it’s not working out, you can send it back, as long as it is:

• Unused, or in the same condition it arrived in (like-new for anything that’s been set up and tried, such as a massage chair or the Olivia bed). For flat-pack or ready-to-assemble furniture, that means it comes back disassembled or never assembled.
• In its original box, with all original packaging, parts, and hardware
• Complete: nothing missing, nothing swapped out

Meet those conditions and there’s no restocking fee, on any product, including flat-pack furniture. You do pay for return shipping, unless you drop the item off in person at one of our stores, see section 4.

Custom orders, made to your own fabric, size, or configuration, don’t carry a trial. See section 6.

• General catalogue (living room, bedroom, dining, office, patio): 3-year warranty against defects in materials and workmanship. Replacement parts are included. This doesn’t cover accidental damage, normal wear and tear, or damage from misuse.
• Olivia Cabinet Bed: lifetime warranty on the cabinet frame, the lift mechanism, and the bed platform, for as long as the original Canadian purchaser owns it. It is not transferable if the bed is sold or given away. The mattress that comes with it carries its own 1-year warranty, separate from the frame.
• Bliss and other massage chairs: 3-year warranty.
• Haven Heat and other saunas: 3-year warranty.
• Special-order pieces (ordered in for you, 4 to 5 weeks): the manufacturer’s warranty, or our 3-year warranty against defects in materials and workmanship, whichever is longer.

Every warranty above covers defects in materials and workmanship, not accidental damage. For how to actually file a warranty claim, see our Claims and Warranty page.

If something comes back to us missing a piece, missing the original box, or showing damage or heavy use beyond a normal trial, we may charge a fee or turn down the return. We’ll always tell you why before we do either.

Every return needs to physically reach one of our stores, Kelowna, Calgary, or Edmonton, before we can process it. You’ve got two options: ship it back yourself, using a carrier of your choice, and cover that cost, or drop it off in person at any of the three stores for free. This is the same rule for everything we sell, the general catalogue, Olivia, massage chairs, saunas, and special-order pieces alike. The delivery fee you paid when you first ordered is not refunded once the order has shipped, except where the law requires it (for example, a late order cancelled under section 13).

A custom order is a piece made to your own choice of fabric, size, or configuration, built specifically to your spec so there’s no way for us to resell it. Those are final sale. No trial, no return, no exchange. A store manager can, at their own discretion, approve an exchange for credit toward another purchase. If a custom order ships to you online, it still isn’t eligible for a return or credit unless you cover the return shipping and we approve it first.

This doesn’t include special-order pieces, ones we simply order in for you that take 4 to 5 weeks to arrive because of size, colour, or configuration. Those aren’t final sale, they come with the same 90-day home trial, the same warranty rule, and the same return terms as everything else, see the table at the top of this page.

A pre-order is anything you buy before it’s ready to ship, other than a special-order or custom piece made or ordered in for you (those follow sections 6 and 13). The order confirmation and product page will tell you the estimated timeline, though timelines can shift if a supplier or shipment is delayed. See section 13 for what happens if your order is late.

You can cancel a pre-order any time before it ships, for a full refund. If your pre-order has already shipped, it’s treated as a regular return instead of a cancellation, and normal return shipping costs apply, unless it’s a late order (see section 13).

If your order arrives damaged or with a defect, that’s not handled under this return policy, it’s handled as a claim. Send us photos of the damage and the packaging, and we’ll work out the best fix: replacement parts, a swap, a partial discount, or a return. Full details are on our Claims and Warranty page. If you’d rather not go through the claims process, the item falls back under the standard return terms above and normal return shipping applies.

Email support@forwardfurniture.ca within your trial window (90 days of delivery) with your order number, delivery date, and the reason for the return or exchange. Once we approve it, we’ll confirm your options: ship it back yourself, or drop it off at your nearest Forward Furniture store (Kelowna, Calgary, Edmonton).

Once your return arrives at one of our stores and we’ve checked it over, we’ll process your refund. If you bought online, that goes back to the original card you paid with. Approved showroom returns are given as store credit, see section 5. We never refund in cash.

This usually takes 3 to 7 business days to show up after we’ve inspected the item.

We’re happy to exchange an eligible item for something else (final sale items can’t be exchanged). Any price difference is charged or credited toward another purchase at the time of the exchange.

• You cover half the return shipping cost, or drop the original item off at a store yourself to skip that cost entirely
• We need to receive and check the original item before we ship or set aside the replacement

Flat-pack, ready-to-assemble furniture isn’t final sale. Like everything else, it just needs to come back unused, disassembled or never assembled, and complete, in its original box, with no restocking fee. If you’ve already put a piece together, take it apart again before you send it back so it meets those conditions. If something’s wrong with it, send us photos and details, and we’ll do our best, but we do reserve the right to say no if a piece doesn’t come back meeting the conditions above.

Pre-orders: you can cancel any time before your order ships, for a full refund.

In-stock orders: you can cancel within 5 hours of placing your order at no charge, and you'll receive a full refund. After 5 hours, you can still cancel any time before your order ships, but a 10% cancellation fee applies, calculated on the order total. We'll refund the remaining balance.

Special-order pieces: you can cancel before the piece goes into production or is ordered from our supplier, for the same 10% fee. After that, it can’t be cancelled. Ask us and we’ll tell you where your order stands.

Late orders: every order comes with a delivery date, shown in your order confirmation. If we haven’t delivered your order (or had it ready for pickup) within 30 days after that date, you can cancel it any time before it’s delivered, for a full refund including the delivery fee, paid within 15 days of your cancellation. If the order reaches you after you cancel, refuse it or return it unused within 15 days using our return instructions; we cover the reasonable cost of the return.

• Orders that have already shipped
• Custom pieces made to your specific fabric, size, or configuration
• Final sale or as-is items
• Special-order pieces once they’re in production or ordered from our supplier

Even these can be cancelled for a full refund if we’re more than 30 days past your delivery date (see section 13).

• Custom orders, made to your own fabric, size, or configuration, are final sale
• Damage caused by the customer isn’t covered by a return
• Flat-pack, ready-to-assemble furniture isn’t final sale, it just has to come back unused, disassembled or never assembled, complete, and in the original box, like everything else
• Final sale and as-is items generally

Nothing in this policy limits your rights under consumer protection law. Any refund, credit or exception beyond what this policy or the law requires is at our discretion, and making one doesn’t change this policy for other orders. If our team agrees to an exception, we’ll confirm it by email.

Still need a hand?

Not sure whether your order qualifies? Send us the order number and we’ll tell you straight away.

Call or text any time. A real person replies within one business day.