Returns and Exchanges

Gift Cards

All Urban Barn Gift Cards are final sale. Gift Cards cannot be redeemed for another Gift Card. Gift Cards cannot be replaced if lost or stolen and cannot be redeemed for cash.

Furniture and Large Home Décor Items

Furniture and large home décor items, including oversized or heavy items not available for in-store pickup (such as sofas, large area rugs and large mirrors), must be returned to our warehouse.

Returns for furniture and large home décor items can be made within 14 days of delivery by contacting Customer Care with the original receipt present. Refunds will be made in the same form as the original payment* and will be subject to a 15% restocking fee.

Furniture and large home décor purchased on markdown with a price ending in $0.99 can be returned within 14 days of receipt for refund on to a Gift Card by contacting Customer Care with the original receipt present and will be subject to a 15% restocking fee.

Shipping and handling charges are non-refundable. Return shipping and return pickup fees are the responsibility of the customer and are non-refundable.

Custom Upholstery

All custom orders are made to the customer’s unique specifications. For this reason, custom orders are final sale and cannot be modified, cancelled, or returned.

Final Sale Items

All floor models, reduced as-is pieces and items with a price ending in $0.97 are final sale, therefore not eligible for refund or exchange, and are not offered under warranty.

Order Changes

We cannot make changes to an order once it has been placed. To make any edits to an order, including price adjustments or delivery method, the original order must be cancelled and a new order placed. Please note: This may impact the estimated delivery time. Custom Orders are not available for Order Changes.

Order Cancellation

Orders placed online can be cancelled prior to being shipped by contacting Customer Care. If the item has been shipped, we are unable to cancel the order.

Orders placed in-store (excluding Custom items) can be cancelled prior to being scheduled by contacting the store. If the item has been scheduled, we are unable to cancel the order.

Damaged After Delivery

To report furniture and/or large décor items damaged in transit, contact Customer Care within 24 hours of delivery.

To report a furniture defect, contact Customer Care within the specified warranty period.

Warranty

The Diamond Kote warranty is provided free of charge on eligible purchases of living room upholstery. This warranty protects the upholstery for 5 years against most accidental stains, rips, tears, and burns. Some exceptions apply.

Price Adjustments

Price adjustments are provided on a product only if it goes on sale within 14 days after it has been received. At this time, we will offer a one-time price adjustment in the same form as the original payment. If an item has been ordered, but not yet received, please see the Order Changes section above. Please note: Custom Orders are not available for price adjustments.

Items purchased on markdown ending in $0.97 are not eligible for price adjustments. Items purchased on markdown ending in $0.99 are eligible for a one-time price adjustment for refund on to a Gift Card.

*Purchases completed with E-Transfer as the method of payment will have any subsequent refunds processed in the form of a company cheque, delivered by mail. This may take up to 14 business days. Purchases completed with a cash payment may also require any refunds to be in the form of a company cheque.