CUSTOMER SATISFACTION POLICY: SHIPPING AND RETURNS
At COFO, we strive for customer satisfaction, and want to ensure your expectations are managed. We want you to be happy with your purchase. If it wasn’t meant to be, we want to make your replacement, repair or refund as easy as possible. If you purchase a product through the site, here’s how it will work.
Great things come to those who wait. When you buy COFO, you are buying custom hand-made furniture directly from our factory. No warehouses, no restocking fees, no unnecessary layers. While we strive to deliver as soon as possible, delivery estimates may vary. Please be patient, we are changing the way we shop for Canadian made home decor by enabling easy online ordering and full-service shipping across Canada.
For our American friends, additional customs charges will need to be paid separately by the customer. Should you have further questions regarding these additional charges, please contact your local tax office.
Freight (Large Items)
COFO commonly provides standard curbside delivery. You will be contacted by our delivery partner to schedule a delivery time and date. If you happen to be unavailable at the agreed time of delivery, your item will be returned to a warehouse. In this case, you will need to contact us to re-arrange delivery. An extra delivery cost will apply. Prices may change at any time.
Return Policy & Warranty
We stand behind our products. If you’re not happy, we’re not happy.
Once your delivery has been received, please inspect the product(s), You must email us within seven (7) days of delivery if anything is damaged or missing, and we will then replace items that arrive damaged, arrange for a repair, and/or send you missing parts. Save the original packaging and your receipt or other proof of purchase, otherwise we will not be able to process your return. After seven (7) days of receiving your delivery, you will be responsible for any damage or missing parts.
We understand that you may need a little time to figure out if you are satisfied with the product. If within thirty (30) days of receiving the product, you decide that you are not 100% satisfied with it, email us and we will provide you with a full refund, minus the delivery and pickup charges. Save the original packaging and your receipt or other proof of purchase, otherwise we will not be able to process your return. This satisfaction guarantee does not extend to products that have scratches, stains, damages, drilling or any other modifications. Remember you need to notify us if the product you purchased arrived damaged or parts were missing within seven (7) days of receiving it to return it.
We offer a manufacturer’s warranty. Our warranty covers defects in materials and craftsmanship for one (1) year from the date of shipping. If you believe the product you purchased has a defect, you must email us and explain the defect. You may be asked to provide a photograph, video or something else to show the defect. COFO, at its discretion, will determine whether there is a defect and the warranty applies, and if so, will courier a replacement as soon as possible. Delivery and pickup charges covered by COFO. COFO reserves the right to physically inspect any product before determining the validity of the claim.
Depending on the damage or defect, we reserve the right to cover costs to repair the product, rather than replacing it.
Save your receipt because you must have it for us to process returns and honour the warranty. Our warranty is not transferable and does not extend to re-sold items. You must be the original customer that purchased the product, and have purchased it through this site, for the return policy and warranty to apply.
Our products are intended for normal, safe residential use. Some of our products may be fragile and must be treated delicately. Defects resulting from negligence, misuse, accidents, wear and tear or if used for commercial purposes are not covered by the warranty. The warranty does not cover cosmetic wear, dents, cleaning, or repairs made by unauthorized personnel.
Modifying the product you purchased voids the warranty.
Because our products are custom and hand-made, each product is unique, and there may be variation between the product shown on the site and the one you purchase. The warranty does not extend to such variation.
The warranty also does not extend to claims that the product is damaged or missing something. Again, you need to notify us if the product arrived damaged or with missing parts within seven (7) days of receiving it to return it.
We have sole and absolute discretion to determine whether a product is defected or damaged, and may require proof from you before processing a return or determining the warranty applies.
You understand and agree that your use of our products is at your sole risk. We disclaim all other warranties and/or conditions of any kind in relation to our products, including but not limited to implied warranties or conditions of merchantability, merchantable and satisfactory quality, and fitness for a
particular purpose. We are not liable for any consequential damage resulting from wear and tear, theft or loss of the product you purchase.
Please contact our customer service team for more info at firstname.lastname@example.org.