Refund & Return Policy

At Whitby Furniture Outlet, customer satisfaction is important to us. If you experience an issue with your order, please contact our team so we can assist you promptly.

Damaged or Incorrect Items

Please inspect your order upon delivery. If an item arrives damaged, defective, or incorrect, please notify us within 24 hours of delivery by email.

When contacting us, please include:

• Your order number

• Delivery date

• A detailed description of the issue

• Clear photos showing the damage or defect

Our team will review the issue and determine the appropriate solution.

Please note that damaged items are not automatically eligible for a full refund. In many cases, issues will be resolved under the manufacturer’s warranty, which may include repair, replacement parts, or replacement of the product.

Return Eligibility

To be eligible for a return:

• The request must be made within 5 calendar days of delivery

• The item must be unused and unassembled

• The item must be in original packaging

• Proof of purchase must be provided

If approved, returns are subject to a 25% restocking fee based on the final product price.

Customers are responsible for return shipping costs.

Non-Returnable Items

The following items are final sale and cannot be returned:

• Mattresses (for hygiene reasons)

• Custom or Made-To-Order furniture

• Clearance items

• As-Is products

Important Notice

Customers are responsible for ensuring furniture can fit through doors, hallways, elevators, and stairways before ordering.

If an item cannot fit inside the home during delivery, a 35% cancellation fee will apply, and the remaining amount will be issued as store credit only.