At Nabio Furniture, we are committed to offering high-quality furniture and ensuring your satisfaction. However, we understand that certain situations may require a return, an exchange, or a refund. This policy outlines the applicable conditions.
1. General Conditions
- All returns and exchanges must be pre-approved by Nabio Furniture.
- Return and shipping costs are the responsibility of the customer, except in the case of an error on our part or a defective product (see sections 3 and 4).
- Items must be returned to our warehouse in Quebec, accompanied by the original invoice.
- The product must be in its original sealed packaging, intact, and unassembled.
- A full inspection will be carried out upon receipt to confirm eligibility for credit, exchange, or refund.
- Nabio Furniture reserves the right to refuse any return that does not comply with these conditions.
2. Voluntary Returns (Change of Mind – Item No Longer Wanted)
- Scenario 1: The furniture is received in perfect condition but is no longer desired
In this case:
- Returns are accepted within 14 days of delivery.
- The item must be returned in its original sealed packaging, intact, and unassembled.
- After inspection and approval, a refund may be issued.
- A 20% restocking fee will be deducted from the refund.
- All return and transportation costs remain the responsibility of the customer.
Important: Once the packaging has been opened or the item has been assembled, no refund or exchange is possible.
3. Nabio Furniture Error (Wrong Color or Wrong Dimension)
- Scenario 2: Nabio shipped an item in the wrong color or dimension
In this case:
- The customer must contact our customer service at [email protected] within 7 days of receiving the order.
- The customer must provide the original invoice.
- The customer must explain the situation and provide photo evidence.
- Following an agreement with Nabio Furniture, the item must be returned by the customer to the address provided by Nabio Furniture, in its original sealed packaging, intact, and unassembled, within 7 days of the agreement.
- After inspection and approval, an exchange for the correct product will be made at no additional cost.
- All return and replacement costs are fully covered by Nabio Furniture.
4. Defective or Damaged Product
- Scenario 3: The furniture is delivered with broken panels, missing parts, or a manufacturing defect
In this case:
- The customer must report the issue to our customer service at [email protected] within 7 days of receiving the order.
- The customer must provide the original invoice.
- Photos and a detailed description must be provided to validate the claim.
- Depending on the situation, Nabio Furniture may:
- A – provide the missing or replacement parts,
- B – replace the defective item,
- C – or, if necessary (for example, if the item is discontinued or out of stock for an extended period), issue a full refund.
Process:
- A – Nabio Furniture will send the missing parts to the customer.
- B – If the entire item is defective, the item must be returned by the customer to the address provided by Nabio Furniture, in its original packaging, intact, and unassembled, within 7 days of the agreement. After inspection and approval, Nabio Furniture will ship a replacement item.
- C – For this option, the item must be returned by the customer to the address provided by Nabio Furniture, in its original packaging, intact, and unassembled, within 7 days of the agreement. After inspection and approval, Nabio Furniture will issue the refund to the customer.
- All return and replacement costs are fully covered by Nabio Furniture.
5. Exclusions
Damage caused by:
- negligence,
- misuse,
- modification or incorrect assembly,
- or accidents
is not covered by this policy and does not qualify for a refund, exchange, or repair.
6. Refunds
- Approved refunds will be made to the credit card used for the original purchase, within a maximum of 30 business days following approval of the return.
7. Return or Exchange Procedure
- Contact our Customer Service at: [email protected] within the prescribed deadlines.
- Provide the order number, original invoice, and photos (if applicable).
- Receive approval and return instructions.
- Return the item to the warehouse address provided, at the customer’s expense (except in the case of a Nabio Furniture error or defective product).
- An inspection will be carried out upon receipt to confirm eligibility.
- The refund, credit, or exchange will be processed according to the final decision.
