Returns & Exchanges Policy (Please Read Before Ordering)

Important context: We are a reseller and many items ship from vendor/distribution partners. Returns involve real shipping and handling costs. We keep pricing competitive by separating these costs from product pricing rather than building “free returns” into every item.

If you are unsure about sizing, seat height, materials, or colour tone, please contact us before ordering. We will help you confirm the right choice.

1) Return eligibility (no-remorse / changed mind)

We accept no-remorse returns only when all conditions below are met:

• You email us within 48 hours (2 days) of delivery at returns@yourbarstools.ca
• Item is unused, unassembled, and in like-new condition
• Item is repackaged in original packaging with all protective materials (and pallets if received that way)
• You ship the return using a tracked + insured courier service
• The item passes inspection upon arrival at our warehouse

Not returnable: final sale / marked non-returnable items, gift cards, assembled/used items, modified items, or items without original packaging/protection.

2) How to start a return (strict steps)

1. Email us within 48 hours of delivery: returns@yourbarstools.ca (include order number + reason)
2. Wait for written approval and return instructions before shipping
3. Repack exactly as received using original packaging and protective materials (including pallets if applicable)
4. Ship with tracking + insurance (customer-paid). Keep your tracking receipt until the return is processed.

Important: If the return arrives damaged due to insufficient packaging or shipping damage, the return may be rejected or store credit may be reduced based on the condition received.

3) Refunds for no-remorse returns (store credit + restocking fee)

If your return is approved and passes inspection:

• Refund method: store credit only (valid for 12 months)
• Restocking fee: 40% (deducted from item price)
• Return shipping: paid by the customer
• Processing: store credit is issued after warehouse inspection

Example: Item price $1,000 → Restocking fee (40%) $400 → Store credit issued $600 (after inspection).

4) Damaged or defective items (must be reported within 24 hours)

Please inspect your items as soon as they arrive.

Report damage/defects within 24 hours of delivery by emailing returns@yourbarstools.ca with:

• photos of the outer packaging (all sides)
• photos of the issue (close-up + wider view)
• photo of the shipping label
• brief description of the issue

Why 24 hours? Courier claims often require timely reporting. Late reports may limit what we can claim from the courier.

What qualifies as damage/defect

• broken parts, cracks, significant dents/scratches that cannot be reasonably retouched
• faulty mechanisms or functional issues affecting safe use
• shipping damage

What does NOT qualify as defect/damage (normal characteristics)

• natural wood grain/knots/eye marks and tone variation
• minor finish/texture variation consistent with materials and manufacturing
• minor metal wrinkles typical to bent metal

Resolution (we choose the practical fix)

Depending on product type and vendor availability, we may provide replacement parts, replacement item, or a practical resolution such as a retouch/repair solution. If a return is required for a verified defect/damage and replacement cannot be provided, we will confirm the next steps and whether return shipping is covered for that case.

5) Missing parts / hardware

If any hardware or parts are missing, email us within 24 hours of delivery. This is handled as a support issue (not a no-remorse return). We will coordinate shipment of missing parts.

6) Exchanges

Exchanges are processed as a return first. Once the return is approved and inspected, store credit is issued (no-remorse returns include the 40% restocking fee), and you can place a new order for the desired item.

7) Order cancellation

You may request cancellation within 2–3 hours of purchase by emailing sales@yourbarstools.ca.

Cancellation is only possible if the order has not entered processing/fulfillment. Once shipped, an order cannot be cancelled.

Questions?

Email returns@yourbarstools.ca. If you’re unsure about sizing, seat height, materials, or fit, contact us before ordering—we’ll help you confirm the right choice.