Returns & Warranty
Standard pieces
You have 30 days from delivery. The piece must be unused, unassembled, and in its original packaging. Email hello@northandluxe.com with your order number and we will send you the return address in Concord, Ontario. You arrange and pay the return freight, including any customs brokerage on a return shipped from the United States; we recommend a trackable, insured service. No restocking fee. Your refund for the piece goes back to your original payment method within 3 business days of inspection; priority freight, if you chose it, is not refunded.
Cancelling a standard order
Cancel free any time before production starts; we email you when it begins. After that, the order can't be cancelled, but once it's delivered you can return it under our 30-day return policy.
Custom pieces
A piece we make to your own size, colour or configuration, agreed with you by form, phone or email, is final sale. We confirm that in writing before you order.
- Cancel before production begins: full refund, no fee.
- Cancel after production begins: a fee of 20 to 50 percent of the piece's price applies, reflecting the stage of the build.
If a custom piece arrives with a quality issue, the three-year warranty applies: send photos and we will make it right.
Damaged, defective, or incorrect
If your order arrives damaged, defective, or not what you ordered, email photos and your order number to hello@northandluxe.com within 48 hours of delivery. We replace it or refund it in full, and every shipping cost is ours.
If we run late
If your order has not reached you within 14 weeks of the date you placed it, you may cancel at any point after for a full refund. If the consumer law that applies to you gives an earlier right to cancel, that right applies.
When an order is late, we first check with the carrier and tell you what we find. If tracking shows your order is on its way, you can choose to wait for it or to cancel. If you cancel while it is in transit, we ask the carrier to return it, and your full refund is issued once the carrier confirms the return or the loss, and always within the time consumer law where you live allows (in Ontario, 15 days after you cancel). If the delivery reaches you after you cancel, you may refuse it, or keep it and we will treat the order as delivered instead of refunded. You never pay for an order you do not receive.
Three years, backed by us
Every piece carries a three-year warranty from the date of delivery. Frames, panels, mechanisms, surfaces and upholstery are covered against manufacturing defects. Send a photo and your order number to hello@northandluxe.com; most claims resolve within ten business days.
Contact
North Luxe (NORTH LUXE INC.), 7250 Keele St, Unit 379, Concord, ON L4K 1Z8, Canada · hello@northandluxe.com · +1 (647) 691-9075
