Our Policy

Refund and Returns

The following policy EXCLUDES items created custom for you. If you are having problems with one of your furniture pieces, please contact us directly.

Our Refund and Returns policy last 15 days or 3 days after delivery. If 15 days have passed since the purchase of an item OR 3 days since it arrived at your door, we can’t offer you a full refund or exchange. Therefore, it is your responsibility to fully inspect your purchase quickly upon delivery. After being authorized for a return or an exchange, you will have 5 days to mail the item back to us.

To be eligible for a return, your item must be unused and in the same condition that you received it. 

Certain types of products are exempt from being returned. Namely, items in promotion, final sale, or purchased “as-is”, as well as gift cards purchased from the shop. As mentioned above, due to their customized nature, custom orders are NOT refundable.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

To complete your return, we require a receipt or proof of purchase. You, therefore, need to contact us from the email we sent the purchase confirmation, forwarding it with all the required information. 

After receiving your initial request, we will instruct you on how to send it back.

Once your return is received by our team and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@eastendmtl.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

We only replace items if they are defective or damaged upon arrival. If still in stock, we will replace it for the same item. As for Returns, First, send us an email at info@eastendmtl.com with photos of the products. When authorized, send your item to 115-3890 Rue Sainte-Catherine E, Montréal, QC H1W 2G4. We will ship a new item upon receiving the original ones.

We will accept order cancellation if received less than 48 hours after the initial order. Please contact us ASAP at info@eastendmtl.com with the email subject: CANCELLATION and your order number.

To return your product, you should mail your product to 115-3890 Rue Sainte-Catherine E, Montréal, QC H1W 2G4.

You might be responsible for paying for your own shipping costs for returning your item, depending on the situation. Original shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items on your own, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at info@eastendmtl.com for questions related to refunds and returns.