Refund policy

Returns 

Return Processing and Fees
Original delivery fees are non-refundable. If you aren't happy with your purchase, notify us within 30 days of receipt and we will take it back for a refund of the returning item(s) minus a 25% return processing fee.

Return Process
Once we have received your return request, we will contact you to arrange a date and time for our delivery team to pick up the product(s) being returned. We recommend that you leave the product in place as our delivery team will disassemble and pack the product for return. 

Condition of Returned Product
To receive a refund, the returned product must arrive at our warehouse in its original condition. Once the item is back at our warehouse, it will be inspected by our team. Provided it is in as-new condition, we will issue a refund less the 25% return processing fee, any applicable repair costs, and outbound/return shipping fees.

Damaged or Defective Product
If an item arrives damaged, please notify us upon receipt and we will make arrangements for a replacement or refund as necessary. No re-stocking fees or return shipping charges will apply. Please contact our service team service@lockandmortice.com to report damage or defective items. Please note, we may request images of the damage for our records.

General Cancellation Policy
If you would like to cancel your order, please let us know as soon as possible. You will receive a full refund if your order is canceled before it enters production after which only a partial refund can be issued, the portion of which will depend on what stage of production the product has reached. This is because every product is made-to-order and cannot simply be restocked. 

Custom Furniture
Deposits for custom built pieces become non-refundable once approval drawings are issued. Custom items cannot be canceled or returned once they have entered production.

Final Sale items
Items marked Final Sale are discontinued items in new, unopened condition. Final Sale items are covered by our warranty, but are not eligible for return or exchange.

International orders
Returns are generally only available for items that were shipped within Canada. If you would like to return an item that was shipped to another country, please contact service@lockandmortice.com. Please note that you will be responsible for all shipping fees and documentation costs to return items from abroad.