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Terms & Policies

Terms & Policies

ONLINE Purchase Policies


We want you to be completely satisfied with your online purchase. If you are not completely satisfied, you may return your item within 5 days of the receiving date for a full refund - less the cost of shipping.

  • Exceptions -
    The exception to the above policy are: special orders, clearance items, pillows, opened mattresses, mattress pads and any assembled items.
  • Re-stocking Fees
    Restocking fees are no fun.   To avoid restocking charges, please unwrap or unbox your merchandise carefully. Keep in mind the merchandise can only be returned in its original packaging.   Any merchandise that is returned with damages, missing parts or without original packaging will be subject to a minimum 20% restocking fee.
  • The Process
    If you wish to return your product, please email to obtain a Return Authorization Number prior to shipping the product back to us and for further information on return shipping.

    All refunds will be processed within 1-7 day business days upon the receipt of goods.  


Damages from shipping and handling may sometimes occur. Please inspect all products when receiving a delivery. Inspect the boxes for any damage and make sure that you are receiving the correct amount of pieces.

  • Signing Off -
    When signing the ‘Proof of Delivery’ receipt from the shipping company please note:
  1. Any missing items
  2. Damage to packaging
  3. Suspected damage to product inside a box.

    This allows us to make a claim on your behalf if items are lost or damaged due to shipping.
  • Photos -
    To make a claim for damages, please take pictures of the damaged packaging before opening the item along with images of the item. Then send all images along with a description of the damages to We will then send out your replacement pieces.

**Note – Signing a Proof of Delivery receipt without indicating any damages will free the transport company of all responsibility regarding loss or damages to your product. It also prevents us from filing a Damage Claim on your behalf.


We have been selling quality products in Canada for over 25 years and we stand behind what we sell. All products sold by East West Futons are covered with a 1 Year Warranty against any manufacturing defects.  Some suppliers of product lines that we carry will offer longer warranty periods and this is stated in the product description.


  • Claims -
    To make a warranty claim, simply take photos of the defective item with a description of the issue and a copy of your Invoice or Invoice number. Send all photos, description & invoice information to

    We will address all warranty defects by sending out the appropriate replacement parts to your directly.