Refund policy
Cancellation is only possible for non-customized orders prior to shipment subject to a 20% restocking fee.
We also have a 30-day return policy for standard products, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@kootenaybeds.ca. Please note that returns will need to be sent to the following address: 307 Derosa Dr, New Denver, BC, V0G 1S1 CANADA
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Shipping costs (delivery and return) are not refundable and there will be a 30% restocking fee for all returns.
You can always contact us for any return questions at sales@kootenaybeds.ca.
Import Duties and Taxes: All international orders are shipped under Delivered Duty Unpaid (DDU) Inco Terms. This means that the customer is responsible for any and all import duties, taxes, and other related charges applicable at the destination country, both now and in the future. These charges are not included in the purchase price or shipping cost and must be paid directly by the customer.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If the Kootenay Beds are damaged or defective beyond repair or they do not meet the specifications of your order, you must refuse delivery. Please be sure you mark damaged on the waybill and return the Kootenay Beds with the freight company at the time of delivery. If no note of damage is mentioned on the waybill, no damage claim may be filed with Kootenay Beds, and Kootenay Beds will not be liable for any costs incurred. If you refuse delivery of items in good condition that are not damaged or defective to Kootenay Beds, you will be responsible for all shipping and a restocking fee equal to 50% of the amount of returned portion of the order. If you return products that are damaged beyond repair and correctly mark the waybill, once the claim is complete and the freight has been inspected by the freight carrier, Kootenay Beds will ship replacement Kootenay Beds of the same size and specifications. You acknowledge and agree that even damaged goods will not be refunded.
If the Kootenay Beds are damaged, but you reasonably determine that they can be repaired locally, you are required to appropriately mark the waybill and immediately contact Kootenay Beds to request written approval of a repair estimate. Damage claims must be reported to Kootenay Beds via email or fax with photos within 24 hours of delivery. Damage claims that are not reported in writing with photos within 24 hours of delivery will not be honored. Please remember that if you accept the products and do not note the damages on the waybill and notify Kootenay Beds within 24 hours of delivery, no damage claim can be filed.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or customized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days, less any shipping costs and the restocking fee as noted above. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@kootenaybeds.ca
Other
Kootenay Beds reserves the right, in its sole discretion, to allow you to return the product upon written agreement between you and Kootenay Beds, and upon the terms and conditions set forth in such written agreement, with exception of Custom Made Products, Under no circumstance will Custom products be considered for return or refund. In the event such an agreement is made, you acknowledge that it is your responsibility to repackage, or pay to repackage, the Kootenay Beds in exactly the same manner as the Kootenay Beds were packaged when you received them, including preparation shipment. All shipping and packaging expenses for return and reshipment will be your sole responsibility. It is recommended that you insure the Kootenay Beds for full value during shipping, as you will be responsible for any loss or damage that occurs in transit. You acknowledge that any and all such damages, upon reasonable inspection by Kootenay Beds, will be charged to your account by the method of payment you used to purchase the Kootenay Beds. If that method is insufficient, any remaining amounts will be billed directly to you and payable on receipt of invoice.