Last Update: May 2024

Returns Policy for Drop-Ship Orders Only

Overview

This returns policy, along with our full Terms & Conditions, must be read, understood, and followed to successfully process your returns claim. Key sections include:

• “Defective Goods and Returns”
• “The Goods”
• “Disclaimer”

Quick Summary

We accept returns for manufacturing defects and transit damages, subject to approval by the Returns Team. We will arrange free collection of defective merchandise. All returns must be logged within 2 working days through the Trade account dashboard or Virtual Assistant Flo.

Terms

These terms also apply to any repaired or replacement goods we ship to you. Refunds are processed within 14 business days and are only issued to the original bank account used for the initial order.

Consumer Protection in Canada

In Canada, the Consumer Protection Act provides extensive rights for consumers but does not apply to B2B transactions. A ‘consumer’ is defined as an individual purchasing goods or services for personal use, not for business purposes. Therefore, businesses purchasing goods from Artisan Furniture are not covered by these consumer protections.

Consumer Law

Sale of Goods Act (SGA)

The Sale of Goods Act (SGA) in Canada regulates the sale of goods where specific terms are not explicitly outlined in the contract. This act implies certain conditions and warranties in every sale contract, including:

• Goods must be of merchantable quality, fit for the ordinary purposes for which such goods are used.
• Goods must be fit for the specific purpose that the buyer has communicated to the seller.

These implied terms can often be excluded or modified by express terms in a B2B contract. In B2B transactions, it is crucial that both parties clearly outline their terms and conditions to avoid any reliance on the default protections provided by the SGA.

Supply of Goods and Services Act

The Supply of Goods and Services Act applies similarly, implying terms regarding the quality and fitness for purpose of goods and services supplied. These terms can also be overridden by specific contractual terms agreed upon by the parties involved in a B2B transaction.

Standard Operating Procedure for Returned Items

• Original Packaging: All returns must be in the original packaging and in the same condition as received.
• Evidence Submission: Submit complete evidence and information within 2 working days of delivery. Include a picture of the defect and packaging box with a brief explanation.
• Submission Process: Submit returns through the ‘My Returns’ tab on your trade account dashboard. Returns submitted via email are not accepted.
• Courier Collection: The courier company will collect the approved goods based on your RMA form from the original delivery address only.
• Non-Authorized Returns: Products returned without our authorization will not be credited.

Defective Goods and Returns

• Notification: Notify us no later than 2 working days from the date of delivery.
• Options: If your claim is accepted, we will offer one of the following:
• Issue a credit note
• Issue a discount
• Provide a full or partial refund
• Replace the Goods
• Repair the Goods

Bespoke Orders

• Cancellation and Refunds: We do not accept cancellations, refunds, or replacements of bespoke products if the product is already under production or in transit.
• Damage Claims: We accept a replacement or refund only if the item arrives damaged. Correctly notified and sufficient evidence of the damage must be provided. Upon receipt, we will arrange collection and provide a replacement, refund, or repair as appropriate.

Back Orders

• Treatment: Once executed, back orders are treated like standard orders and follow the same Standard Operating Procedure and returns policy.

Important Notes

• Non-Working Days: Weekends and Canadian Federal holidays are not considered working days.
• Change of Mind: We do not accept returns due to a change of mind by you or your customers.
• Handmade Policy: Our products are handcrafted and may show natural variations in size, colour, finish, texture, grain pattern, knots, etc. These variations are part of the uniqueness of handmade products and are not considered defects.

Examples of Acceptable Variations

• Different shades of wood or finish
• Slight design differences from pictures
• Small filler marks
• Dimension differences within acceptable levels
• Non-exact matching pieces

For any questions or further clarifications, please refer to our Terms and Conditions for our full returns policy.