Return & Exchange Policies

• For online purchases, you may return your item(s) within 7 business days of receipt for a refund of the purchase price excluding shipping and handling costs in the form of store credit. No refunds will be made to cash/credit. If however, the reason for shipping is a result of our error we will refund, exchange, store credit the purchase at your choosing.
• Returns should be unused, unassembled and in the original condition and packaging complete with tags, instructions and inserts. 
• A copy of your receipt, proof of purchase should be included with the item(s) you are returning.
• Return shipping is your responsibility, thus for insurance reasons we advise that you use a service that offers tracking capabilities.
• All custom upholstery, is made just for you therefore is non-refundable and cannot be changed, returned or cancelled.
• Toss cushions, throw covers, rugs, and linens are considered non-refundable. 
• Sugar Loft custom orders are a final sale.
• A 25% re-stocking fee is applied to warehouse orders. Once the return is received and inspected, you will be refunded the purchase price of the item(s) in the same form of store credit minus a 25% re-stocking fee. Please allow 1-2 weeks for processing.

WARRANTIES

For full warranty information, please refer to the Warranty Booklet included with most Sugar Loft products. If you cannot find it or have misplaced the Warranty Booklet, please contact us at support@sugarloft.ca.

RETURN & EXCHANGE NOTES TO CUSTOMERS:

• Customers are responsible for ensuring the furniture purchased fits into their premises (doorways, elevators, stair wells, etc.).
• The merchant has the right to delay delivery due to shortage of supply.
• Protection plans, designer fees, shipping delivery and assembly charges are non refundable.
• To process a return the item must be accompanied by proof of purchase.
• Return and exchange policy will apply after inspection of merchandise to determine salability and at the discretion of Sugar Loft.
• Any merchandise which is received damaged must be reported within 48 hours.
• In the event that damage occurs during delivery, or if you discover any defect in manufacturing, please Support@SugarLoft.ca within 24 hours.
• Product availability is subject to change without notice.
• Warranties are based on normal household use from date of purchase.
• Only the original purchaser holds the right to a valid warranty.
• Always keep your invoice as proof of purchase.
• Transportation costs are the responsibility of purchaser.
• Products that are ready for delivery and held for over 1 week are subjected to a $30 fee per week. Unclaimed products after (30) days following notification from SugarLoft.ca will be returned to stock and the customer will be given store credit in the form of a gift card for the original purchased amount minus any accumulated fees.

If you received a damaged item please follow the instructions below:

Any merchandise which is received damaged must be reported within 24 hours.

In the event that damage occurs during delivery, or if you discover any defect in manufacture, please contact Support@SugarLoft.ca within 24 hours of receiving your order.

We strive to ensure your package arrives to you safe and intact. Occasionally however, you may receive a product that has been damaged during shipping. In such case we will make every effort to obtain your replacement as quickly as possible, at no cost to you. In order to satisfy our insurer, damaged goods must be reported within 24 hours of delivery. If damage does occur, please review our policies below for receiving and returning damaged items:

Outside damage to package only

If you receive a package with obvious damage to the outside of the box or packaging but believe the item inside is intact, please make written note of this with the courier when signing for your package. If no mention is made of external damage, we cannot be responsible for any product damage and will not accept a return or issue a refund.

Damage to package and contents

If a package appears significantly damaged, you may refuse delivery of the item. It will then be returned to the place of origin. Please notify us immediately if this occurs and we will make arrangements for a replacement to be sent to you as soon as possible. PLEASE NOTE: original product lead times may apply on the replacement product.

Damage to contents only

If your intact package is found to hold damaged contents, DO NOT throw away the original packaging. Please contact us immediately and follow the steps below.

For any of the previous scenarios please follow these return instructions:

• Take photos of damages to items & photo of any damage to package. Both images of packaging and the items themselves are required.
• Contact Suport@SugarLoft.ca. Please provide your original customer number (if applicable), your name (or the name of the item was ordered under), and the product you are returning (with photos). You will be given a return authorization number which you may need to submit with your returned item.
• Arrangements will be made for replacement of your damaged item at no cost to you. Please note that your original product lead time may apply for a replacement.
• We will instruct you on how or if to return the damaged product for replacement or refund.
• Refunds will only be issued once the original package is received back in our warehouse.
• Sugar Loft reserves the right to refuse or issue a refund/replacement item in the event that the item is found to have suffered damage after delivery or has been misused or used other than in accordance with the instructions of if the problem is due to normal wear and tear.