Return policy

PART 1 — OUR COMMITMENT TO YOU

At Exotik Mobilier, your complete satisfaction is our priority. If you are not fully satisfied with your purchase, we will always find a solution for you. That’s why we have developed a fair, flexible, and transparent return policy — designed to protect you, not complicate your life.

What our policy guarantees you	Details
✔ 10 days to make a return, no worries	Contact us and we’ll take care of the rest
✔ No restocking fees on an authorized return	Only exception: an order cancelled after its preparation has started (15%, up to $100, see section 2)
✔ Zero fees if item is damaged	Return and delivery covered by Exotik Mobilier
✔ Guaranteed refund	Within 10 business days after inspection
✔ Price adjustment	Price drop within 7 days? We credit the difference to you as store credit.
✔ A quick response	We usually reply within 1 to 2 business days
✔ A team that’s here to help	We advise you before, during, and after your purchase
ⓘ Please note	Certain conditions apply — see the full policy below

Want to learn more? See our full policy below.

---

PART 2 — FULL POLICY

1. Return period

You have 10 days following receipt of your order (or the in-store purchase date) to request a return. Final sale items (see section 7) are excluded.

2. Order cancellation

You can cancel an order within 72 hours of your purchase, provided that preparation has not yet started. We will confirm the status of your order in writing at the time of your request.

For orders placed online, Shopify processing fees of 2.9% are retained by the platform and are not refunded to us — they will therefore be deducted from the refund.

If preparation is already underway, a restocking fee of 15%, up to a maximum of $100, may be charged depending on the progress of the order.

For special or custom orders, no cancellation is possible once the order is confirmed, due to their personalized nature.

3. Return conditions

To be eligible for a return, the item must be in its original condition, unused and unassembled, returned in its complete original packaging (protections, accessories, hardware), and accompanied by proof of purchase. We recommend keeping the original packaging for the first few days after receipt. Any damage occurring during the return due to inadequate packaging will be the customer's responsibility.

Any return request must be authorized in advance by our team. Contact us at exotikmobilier.entrepot@gmail.com to receive the necessary instructions. Any return made without prior authorization may be refused.

4. Photos upon receipt

We strongly encourage you to take photos of the packaging before opening, as well as photos of the product as soon as it is unpacked. These photos are essential for processing any claim, especially when delivery is made by a third-party carrier. Without these photos, we may not be able to proceed with a compensation request.

We also recommend inspecting the goods in the presence of the delivery person when possible, and noting any damage or concerns on the delivery slip before signing it.

5. Item damaged or defective upon receipt

If your furniture is damaged or defective upon receipt, inform us as soon as possible and no later than 5 business days after receipt. Photos of the product and packaging may be requested — which is why we advise you to keep the original packaging until the issue is resolved.

After validation, our team will offer you the most appropriate solution: repair, replacement part, exchange, or refund. For a confirmed defective or damaged item, return shipping costs are covered by Exotik Mobilier.

After this 5 business day period, the request will be treated as a standard return and return shipping costs will be the customer's responsibility.

6. Refund

Return shipping costs are the customer's responsibility, except for a confirmed defective or damaged item.

Once your return has been received and inspected at our warehouse, we refund you to the original payment method within 10 business days of the inspection.

Initial delivery fees are non-refundable. When delivery was offered free of charge at the time of purchase, its actual cost is deducted from the refund.

7. Final sale

Because they are one of a kind or made to order, the following items are final sale and cannot be returned, exchanged or refunded: clearance and final-sale promotion items, special or custom orders, one-of-a-kind pieces (live edge tables, slabs, suar wood) and items that have already been assembled or installed.

This list applies even if the product page does not say “final sale”. If you are unsure about an item, email us before you buy: our team will confirm it and help you choose what suits you best.

8. Price adjustment

If the price of an item you purchased is reduced within 7 days of your purchase, contact us and we will offer you the difference as store credit. This policy does not apply to clearance items, final sale promotions, or special orders.

9. Exchanges

Exchanges are offered only for defective or damaged items, after validation by our team. Store credit may also be offered as an alternative. If you simply want to change the model or colour, you will need to make a standard return and place a new order.

10. In-store returns

For purchases made directly in-store, returns are free of additional charges. The same 10-day period and conditions apply. Proof of purchase is required, and every return must be authorized in advance.

For orders placed online and brought back to the store, the initial delivery fees are non-refundable (see section 6). However, you avoid return shipping fees. Please contact us beforehand.

11. The natural character of our products

Our furniture is made from natural, exotic and reclaimed woods, including suar wood. Each piece is one of a kind and may show slight variations in colour, grain, texture or finish, as well as knots, natural cracks or signs of age. These features are part of each piece’s natural character and are not defects.

For pieces with a very distinctive character, additional photos can be sent to you before shipment, or you can request them at any time before delivery. Feel free to ask — we will do our best to provide them so you can confirm the piece meets your expectations before purchase.

12. Amicable resolution

In case of disagreement, Exotik Mobilier and the customer agree to attempt an amicable resolution before any legal action. We invite you to contact us directly so our team can find a satisfactory solution for both parties.

13. Jurisdiction and language

This policy is governed by the laws of the province of Quebec. In case of discrepancies between versions or translations, the French version prevails.

14. Contact us

Our team is available to answer your questions and advise you before your purchase — dimension checks, finish choices, additional photos, or any other request.

Exotik Mobilier reserves the right to change this policy at any time. The policy that applies is the one in effect on the date of purchase. Policy in effect since April 2026, updated November 1, 2026.