Furniture return policy at Merit: returns, deposits and special orders

Can I change my mind after buying a sofa?

Changing your mind after buying a sofa is possible at Merit. We would rather swap it for something that suits the room than leave you with the wrong one, and the 30 days of encouraged exchanges is there for that.

A special order deserves the most thought up front, because the maker builds or ships it in the fabric, size and finish you chose. If you have second thoughts about one, call the Merit showroom in Duncan early and we will talk it through with you.

Special orders also take a while to reach you. The time each maker takes is in our list of special-order wait times. It runs from 2 to 3 weeks for mattresses to 8 to 10 weeks for Decor-Rest.

Can I return a sofa if it's uncomfortable?

A sofa that turns out to be uncomfortable falls under the same 30 days of encouraged exchanges. We look at a return case by case, and we would want to hear what feels wrong. A seat that feels too deep or too firm may have a better match among the sofas we carry.

The cheaper fix happens before you order. Why a floor model can look different at home covers fabric, light and room size. On a sectional, reading left facing against right facing is worth settling on paper before the order goes in.

Can I return an item if I have opened it?

Opening or using a piece of furniture is how you find out whether it works, and our page sets no rule about packaging. It does not list conditions for a return either. Ask the store before you count on a refund for something already used.

Mattresses raise their own question. Our returns page does not mention a mattress comfort exchange, and makers set different terms. If a trial period matters to you, ask which terms apply to that mattress before you buy it.

How the 24% deposit on a special order works

The 24% deposit on a special order is paid when the order is placed, as part of the price of the piece. On the Decor-Rest example above, that is $371.76 paid at the start. A regularly stocked piece needs no deposit of this kind.

Where a refund is agreed, it goes back to the card you paid with, or another way you prefer. If something about your order matters to you, ask us to note it on the order itself.

How a made-to-order piece moves from fabric pick to delivery is covered in the custom-order timeline guide. Most of what you see at our Duncan store is on display, and your piece is ordered for you.

Damaged, defective or late furniture from Merit

Damaged furniture is handled without leaving you in an empty room. If a piece arrives damaged and cannot be repaired right away, you usually keep it to use while we order a replacement. Our repair technician handles the small repairs.

A defect that shows up later is a warranty matter. Merit backs the manufacturer warranty on everything we sell, and you deal with us, not a call centre. Each maker sets its own warranty period. Accidental damage, such as stains, rips, tears, cuts and burns, is not part of a manufacturer warranty. The SmartOne extended plan from Zucora covers accidents for up to five years from your purchase date. The full picture is in what a maker's warranty does and does not cover.

A late special order is covered on the page on delivery and late orders. If a special order slips, we lend loaner furniture at no charge while you wait. We usually offer a discount if you carry on with the order, and cancelling is always an option.

What BC consumer law says about furniture returns

BC consumer law gives store buyers fewer automatic return rights than many people expect. Consumer Protection BC, the provincial regulator, wrote this in 2020: "in BC, there are no laws that deal directly with refund, exchange and return policies."

The same article says businesses can set their own return policies.

A 2013 Consumer Protection BC reply adds two points. Businesses "are not legally obligated to accept returned items unless they are defective."

The reply also suggests asking about a store's policy before you buy, rather than after.

Defects can bring in the BC Sale of Goods Act, which Consumer Protection BC does not administer. Section 18 of that Act implies conditions that goods are of merchantable quality and reasonably durable. How it applies to a given piece is a legal question, and this guide is general information, not legal advice.

Online orders have one rule of their own. Consumer Protection BC says an order not received within 30 days of the delivery date can be cancelled for a refund. That applies whatever the store's own refund policy says.

Deposits at a store have no set cap in BC law, as far as Consumer Protection BC describes it. Its deposit article names one limit, for door to door sales: $100 or 10% of the price, whichever is less. A purchase made in a store is not a door to door sale.

Questions to ask before you're ready to make a purchase

Consumer Protection BC suggests asking about deposits and refunds before you pay. These are the questions that cover the gaps in our page.

1. Is it stocked or a special order? That decides whether the 24% deposit applies.
2. How long will the maker take? Ask for the expected wait on that piece.
3. Who pays delivery on an exchange? Agree on it before the truck comes back.
4. Is there a mattress trial? Ask which maker's terms apply.
5. How is a refund paid? Ask whether it goes back to your card or another way.