RETURN POLICY - MADE TO ORDER - CUSTOM ORDERS
All Custom and Made to Order items are FINAL SALE and cannot be canceled or returned, exchanged, or refunded. Custom or Made to Order Furniture, items purchased as final sale, store floor models, cut yardage of fabric, COM orders are FINAL SALE.
Special-order items, CUSTOM / MADE TO ORDER FURNITURE are made to your individual specifications; therefore, we cannot accept returns or exchanges. These items are NON-REFUNDABLE.
When placing an order with Castle Mountain Home Furnishings the client is advised to ensure all specifications (i.e. finishes, fabrics/leathers, dimensions, sectional configurations, schematics etc.) are correct on the sales order/invoice. Castle Mountain Home Furnishings is not responsible for 3rd party design trade recommendations and product specifications for their clients.
All special orders require a 50% deposit. No cancellations or returns on any special orders. No changes on orders are accepted once order has been placed.
All sale items are final sale. Sale items are sold ‘as is’ in the condition that they were presented.
No returns on bedding. Due to hygienic reasons, we do not accept returns on sofa beds, or mattresses of any kind.
Our furniture pieces are often made by hand, with the utmost care, however, no piece of furniture will ever be perfect. Castle Mountain Home Furnishings is not responsible for naturally occurring variances in wood, leather, fabric and craftsmanship, as these differences are part of the unique characteristics of each product.
No two pieces of furniture will be identical, and a variation of an inch or more is not uncommon and not considered a defect.
ALL MANUFACTURER WARRANTIES & DISCLAIMERS APPLY
Warranty documentation is available upon request. Items not covered under any manufacturers’ warranties include and are not limited to negligence, ordinary wear, improper cleaning, public use, abuse or acts of nature, improper use, fabric pilling, puddling. Regular care and maintenance to extend the life and look of the product is highly recommended.
CASTLE MOUNTAIN HOME FURNISHINGS is not responsible for manufacturer or shipping delays (i.e. productivity, materials not in stock, etc.). The manufacturer will process your order in the order it was received. Lead times given are approximate and may take more or less time for production and/or shipping. Castle Mountain Home Furnishings cannot guarantee exact arrival times.
*Special note about upholstery and cushions: With regular use of upholstered furniture in leather and fabrics, there will be some degree of stretching in their lifetime. The amount of puddling (leather) or comfort wrinkling (fabric) depends on many factors, such as how thick or thin the leather or fabric is, the design of the cushions (ie. bench cushions will puddle or wrinkle more than a smaller width cushion), the fill of the cushion (down filled cushions require more fluffing and maintenance than a foam filled cushion). Puddling or comfort wrinkling occurs as you sit and use your upholstered furniture, these natural occurrences are not considered defects, but signs of normal wear. Regular smoothing, fluffing, unzipping of cushion casings to run your hand along the inside to even out the fill may be required. No upholstered piece will ever be free of wrinkles, or the cushion fill texture being seen through the upholstery casing.
DELIVERY & REMOVAL
Complimentary white glove delivery, which includes building all items and removal of packaging material (within Banff & Canmore) on regular retail priced merchandise only. Delivery is not included on discounted items.
Client is responsible to ensure that all products can be delivered successfully into final install locations and elevators if applicable. (i.e oversized sectionals, large cabinets, dining tables to name a few.).
ITEM REMOVAL
Removal charges apply, please inquire prior to your delivery.
To ensure a smooth process, all item removals must be specified and confirmed before the delivery, and any associated charges must be addressed in advance.
Customers requesting the removal of any items must specify which items are to be removed at the time of order and ensure payment for those items is completed in advance.
Items will only be removed if noted on the delivery receipt and confirmed by our staff. Our delivery team will not meet requests for item removal at time of delivery without prior arrangement and payment. Call in for payment to our sales team to process the request.
DELIVERY DAMAGE
The client is required to sign the ‘delivery receipt’ at the time of delivery, indicating that the goods were delivered in good and acceptable condition. If there is damage to merchandise, the client should contact CMHF immediately to notify us of these damages. CMHF will not be liable or accept any damages after the client has signed off on the delivery receipt or is not notified within 24 hours. Delivery no shows will be subject to a delivery charge. Our complimentary delivery is for a one-time delivery. If you miss your appointment, charges will apply for a second attempted delivery.
DAMAGES AND SUBSEQUENT REPAIRS
In the event of damages or defects, Castle Mountain Home Furnishings reserves the right to perform repairs in accordance with industry standards and based on manufacturer assessments. All defect claims are subject to the manufacturer’s warranty and discretion.
Where a claim is not covered under warranty, nor considered a valid claim, Castle Mountain Home Furnishings shall not be liable for any shortages, deficiencies, or damages.
RETURN POLICY- IN STOCK
In stock furniture, lighting, art, and rugs are final sale and cannot be returned.
In stock small accessories can be returned for a store credit within 14 days of purchase. Returns are subject to a 15% restocking fee. All returns are for store credit only.
- Returns are subject to a 15% restocking fee
- Items must be returned in their original condition
- We cannot accept the return of any item with an indication that it has been used. Merchandise purchased on sale or “As-Is” is not returnable.
HOW TO START A CLAIM
Please send us an email including the item(s), and reason(s) for claim. We will respond to return requests in 48 hours.
SHIPPING TERMS
The customer is responsible to ensure that all furniture will clear elevators, stairs, doorways, etc.
LEAD TIMES
Please be advised that all lead times and delivery dates are estimates only, we cannot guarantee specific deadlines.
Castle Mountain Home Furnishings is not responsible for manufacturer or shipping delays (i.e. productivity, materials not in stock, etc.). The manufacturer will process your order in the order it was received. Lead times given are approximate and may take more or less time for production and/or shipping. Castle Mountain Home Furnishings cannot guarantee exact arrival times.
FINISHES
Natural materials and hand-applied finishes are subject to variation. Our sample swatches should be used for reference only as variances in the finish shades, metal, and wood can and do occur.
PAYMENT TERMS - FURNITURE
A 50% deposit is required on all orders before they are started and the balance paid before delivery. The 50% deposit is non refundable.
STORAGE
Castle Mountain Home Furnishings cannot store furniture due to unexpected delays.
1-15 Days – Complimentary storage
16-60 Days: Fee equivalent to 10% of standard product sale price (taxes excluded)
61-90 Days: Fee equivalent to 15% of standard product sale price (taxes excluded)
91-120 Days: Fee equivalent to 20% of standard product sale price (taxes excluded)
121-151 Days: Fee equivalent to 25% of standard product sale price (taxes excluded)