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Exchanges & Returns

Our Approach to Returns & Exchanges

At Furniture Spot & Mattress Outlet, we aim to be fair, transparent, and consistent with all returns and exchanges. The policies below are designed to protect product quality, ensure hygiene, and clearly outline what to expect before and after purchase.

Return and exchange eligibility varies by product category. Mattresses, furniture, rugs, and soft goods are subject to different return, exchange, and final sale conditions as outlined below and in their respective policy pages.

For full details, please review our Mattress Care & Warranty, Furniture Care & Warranty, and Rugs & Carpets Policy pages.

Refund Eligibility

Refunds are accepted within 30 calendar days of the purchase date (online or in-store).

To qualify, all of the following must be met:

  • The item is unopened, unused, and in its original packaging

  • The request is emailed to 📩 support@furniturespot.ca within the 30-day window

  • You receive written confirmation from our Customer Care team before returning anything

  • Proof of purchase and ID requirements are met, as outlined below

Return & Exchange Process

To initiate a return or exchange:

  • Email 📩 support@furniturespot.ca with your order number, item details, and reason for return or exchange

  • Attach a clear copy of the original sales invoice (scanned copy or full photo is acceptable)

  • Wait for written confirmation before taking any further action

  • Follow the return or exchange instructions provided by our Customer Care team

Requests submitted without the required documentation or without written approval will not be reviewed.

Proof of Purchase & ID Requirements

  • A clear, complete copy of the original invoice must be included with the email request

  • The invoice must be fully visible and legible, showing all order details

  • Partial, cropped, or unreadable invoices will not be accepted

  • Valid photo ID must be presented in-store at the time of the return or exchange, along with the original or full invoice copy

Customers are responsible for retaining their invoice.
Lost, missing, or unrecoverable invoices cannot be reissued and may result in the request being denied.

Fees and Refund Handling

  • Special orders are non-refundable.

  • A restocking fee may apply to approved refunds, depending on the item and condition.

  • Any additional delivery, pickup, or courier services required to complete a return are separate services and are the customer’s responsibility.

  • Refunds are issued to the original payment method, minus any nonrefundable service charges (and any applicable restocking fee).

  • Any applicable fees or deductions will be confirmed in writing during the approval process.

Comfort Trial Exchanges

If a mattress qualifies under the Comfort Trial, a one-time exchange may be completed during the applicable trial period. Full details are outlined in the Comfort Trial Policy.

Terms

  • Requests must be submitted by email only to 📩 support@furniturespot.ca

  • Comfort Trial requests may be submitted only after the required minimum adjustment period, as outlined in the Comfort Trial Policy

  • The mattress must meet all condition, hygiene, and usage requirements

  • A Hygiene & Processing Fee of $47.99 applies to all approved Comfort Trial exchanges

  • Mattresses priced at $399 or more include one-time free pickup/delivery service for the first approved mattress service event (Comfort Trial or warranty, whichever occurs first). Any additional pickup or delivery services are charged at standard service rates.

  • Mattresses priced under $399 do not include the one-time free pickup/delivery benefit; standard service rates apply

  • Exchanges are permitted for a mattress of equal or higher value only

  • Refunds are not available, and lower-value exchanges are not permitted

After a Comfort Trial Exchange

  • The replacement mattress is Final Sale and is not treated as a new or first-time purchase

  • The replacement mattress is not eligible for return, cancellation, refund, or another Comfort Trial

  • The replacement mattress remains covered only under the applicable manufacturer warranty for structural defects, as defined by the product’s warranty terms

  • No additional Comfort Trial exchanges, exceptions, or discretionary accommodations are available.

Final Sale Items

No Returns, Refunds, or Exchanges 

The following items are considered Final Sale and are not eligible for return, refund, or exchange under any circumstance:

  • Clearance or promotional items

  • Items marked Final Sale, No Warranty or No Comfort Trial

  • Used, stained, damaged, assembled, or unpackaged items

  • Floor models and display items, unless otherwise stated on the invoice

Floor models are sold as display items. Cosmetic wear is expected and accepted at the time of purchase. Warranty coverage applies only if explicitly stated on the invoice.

Final Sale designations override all discretionary returns, exchanges, and Comfort Trial eligibility.

Product Appearance Disclaimer

Some mattress models may feature variations in fabric, cover material, stitching, or color.

While we make every effort to use accurate, up-to-date product images, including real in-store photography whenever possible, actual appearance may vary due to:

  • Manufacturing updates or supplier changes

  • Promotional versions or availability

  • Differences in lighting, photography, and screen or device settings used by the customer

Slight variations in color or fabric appearance between online images, in-store displays, and delivered products are normal and do not affect product performance or quality.

As a result, minor differences in color, shade, texture, or fabric appearance do not qualify an item for return, exchange, or refund.

Customers with specific color or fabric concerns are encouraged to view products in-store before purchase whenever possible.

Damaged or Defective Items

If an item arrives damaged, defective, or with missing parts, the issue must be reported as follows:

  • Issues that are present at the time of delivery or pickup, including visible manufacturing defects or missing parts, must be reported within 48 hours of delivery or pickup.

  • All reports must be submitted by email only to:
    📩 support@furniturespot.ca

Required Documentation

  • Clear photos of the item and any visible damage

  • Photos of the packaging

  • Your invoice or order details

Photos must be taken immediately and before any assembly, use, or movement of the item.

Issues reported after 48 hours, after assembly begins, or after the item has been moved may not be accepted.

How We Resolve Approved Issues

If approved, we will determine the appropriate solution based on the issue, which may include:

  • Shipping replacement parts

  • Arranging pickup or drop-off where required

  • Repairing the item, or providing a replacement

Resolution is limited to repair or replacement only. 

Soft Goods

Final Sale Items

The following soft goods are Final Sale and are not eligible for return, refund, or exchange under any circumstance:

  • Pillows

  • Duvets

  • Mattress pads and protectors

  • Sheets

  • Other small home goods

All soft goods are considered personal-use items and are Final Sale once purchased.

Please inspect these items carefully before completing your purchase.