Returns & Cancellations

The short version

Damaged or defective furniture is not a return. It is covered separately in the section below, at no cost to you.

1. Returning an unopened item

If you change your mind, you may return an item within 7 days of delivery or pickup, provided that:

• the item is still in its original, unopened packaging, with all seals, wrapping, and manufacturer cartons intact;
• the packaging is undamaged and the item has not been assembled, used, or removed from its box; and
• you have your invoice or order number.

A restocking charge of 15% of the item price applies to all change-of-mind returns. This covers our costs to inspect, repackage, and return the piece to stock.

Return shipping is your responsibility. You are welcome to drop the item off yourself at no charge, during posted hours. Accessories (decor, rugs, lamps, mirrors, and similar small items) go to our showroom. Furniture goes to our warehouse:

• Showroom (accessories) — Unit D200, 9737 Macleod Trail SW, Southland Crossing, Calgary. Showroom hours as posted at Contact Page.
• Warehouse (furniture) — Trade Space, 2360 Portland St SE, Calgary, AB T2G 4M6. Monday to Friday, 9:00 am to 4:00 pm. Please call us at 825-305-1850 when you arrive and someone will come out to receive the item.

Otherwise you may arrange your own carrier. If you would prefer us to collect the item, we can quote a collection fee, which is deducted from your refund.

Delivery and assembly fees are not refundable. Those services were performed.

2. What we cannot take back

Once furniture has been unboxed, assembled, or used, we are not able to accept it back for change of mind. Furniture is a considered purchase, and an opened piece cannot be resold as new.

The following are final sale and cannot be returned for change of mind:

• Opened or unboxed items of any kind, including furniture that has been partially assembled.
• Mattresses and sleep products once the packaging seal is broken. This is a hygiene requirement and applies regardless of use.
• Special orders and custom pieces — items ordered in specifically for you, or made to your chosen size, finish, or fabric. We commit these to our supplier when you order and cannot return them.
• Floor models, clearance, and items sold "as is." The condition is noted on your invoice at the time of sale.
• Assembled or installed items, where our crew has completed setup in your home.

This section does not affect your rights where an item arrives damaged or proves defective, or your statutory rights under Alberta law.

3. How to start a return

1. Email us at [email protected] or call 825-305-1850 within 7 days of receiving your item.
2. Give us your invoice number and tell us which item you would like to return.
3. We will confirm in writing that the return is approved and tell you where and how to send it back.

Please contact us before sending anything. We cannot process a return that arrives without an approved return reference, and we cannot be responsible for items sent back without one.

4. Refunds

Once we receive the item and confirm it is unopened and in original condition, we refund the item price less the 15% restocking charge, to your original payment method.

Refunds are issued within 10 business days of us receiving and inspecting the item. Your bank or card issuer may take a few additional days to post the credit.

If an item arrives back to us opened, damaged, or outside the 7-day window, we will contact you to discuss options before processing anything.

5. Damaged or defective furniture

If your furniture arrives damaged, or proves to be defective, we will put it right at no cost to you. You choose:

• a replacement of the same item; or
• a credit note for the value of the item, to use on anything we sell.

The 7-day window, the restocking charge, and the return shipping terms above do not apply to damaged or defective goods.

Report damage at the time of delivery with our crew present, or within 12 hours for pickup orders. If a problem could not reasonably have been seen at that point, contact us as soon as you discover it. Photographs help us resolve the claim and file with our supplier faster.

Manufacturer warranty coverage varies by brand and is identified on your invoice. See section 7.7 of our Terms & Conditions.

6. Orders placed online — your cancellation rights

If you place an order through rockwellhome.ca for more than $50, Alberta's Internet Sales Contract Regulation gives you rights that are separate from, and broader than, the return policy above.

You may cancel:

• at any time before the goods are delivered;
• within 7 days of receiving a copy of your contract, if we did not disclose the information the regulation requires;
• within 30 days of entering into the contract, if we did not give you a copy of it; and
• if the goods are not delivered within 30 days of the delivery date we specified.

To cancel, send notice by email to [email protected], or by registered mail or courier to our address below. We refund you within 15 days of receiving your notice. If the goods have already reached you, you must return them within 15 days, and we cover reasonable return costs.

These rights apply regardless of anything else in this policy. The 7-day window, the 15% restocking charge, and the customer-paid return shipping terms above do not limit them.

7. Cancelling before delivery

Within 4 hours of ordering. Call us at 825-305-1850 and we will cancel at no charge, provided we have not yet placed the order with our supplier.

Items we hold in stock. We will cancel and refund in full at any point before handling begins — that is, before the item has been picked, prepared, or dispatched.

Special orders, after we have ordered from the supplier.Once we commit the order to our supplier we cannot return the piece. Special orders cannot normally be cancelled at that point, and the showroom deposit described in section 4 of our Terms & Conditions is not refundable. Where we agree to accept a cancellation as a courtesy, the 15% restocking charge applies.

8. Your statutory rights

The remedies in this policy are what we offer as a matter of company policy. They are in addition to, and do not replace, the rights Alberta law gives you.

Under Alberta's Sale of Goods Act, goods we sell must match their description and be of merchantable quality. Under the Consumer Protection Act, we may not misrepresent what we sell. Nothing in this policy limits or excludes those rights, or any other right you have under Alberta consumer protection law that cannot be excluded by agreement. Where anything here conflicts with that legislation, the legislation prevails.