Custom Orders
All custom orders require full payment at the time of purchase. A non-refundable administration fee of $399 CAD applies to all custom orders.
Cancellations and Refunds
Custom orders may be cancelled at any time prior to production commencing. In the event of cancellation before production begins, the customer will receive a refund less the non-refundable administration fee of $399 CAD.
Once production has commenced, the order is considered final and cannot be cancelled, returned, exchanged, or refunded, except where required by applicable law.
For the purposes of this policy, production is deemed to have commenced when Duo Concepts has initiated manufacturing, fabrication, material procurement, supplier ordering, custom finishing, or any other production-related activities associated with the custom order.
Lead Times
The estimated production and delivery lead time for custom orders is 14–16 weeks from the date the order is confirmed and full payment has been received.
Lead times are estimates only and may vary due to factors beyond Duo Concepts' control, including supplier delays, material availability, manufacturing schedules, shipping disruptions, weather conditions, customs delays, and other unforeseen circumstances.
While Duo Concepts will make reasonable efforts to meet estimated timelines, delivery dates are not guaranteed.
Order Changes
Once a custom order has been submitted, modifications cannot be guaranteed. Any approved changes may result in additional charges and may extend the estimated production or delivery timeline.
Product Variations
Due to the nature of custom furniture and home furnishings, slight variations in colour, texture, grain pattern, finish, dimensions, stitching, and material characteristics may occur. These variations are natural and are not considered defects.
Samples, photographs, renderings, and showroom displays are intended as guides only and may not exactly match the finished product.
Outstanding Balances and Additional Charges
Duo Concepts reserves the right to charge the payment method on file for any outstanding balances, approved order modifications, storage fees, delivery-related charges, or other amounts owing under the terms of the sale.
Warranty and Defects
Custom orders are covered solely for verified manufacturing defects or damage that occurred during transit, subject to Duo Concepts' warranty and claims procedures.
Custom products are not eligible for return, exchange, or refund due to changes in preference, design choices approved by the customer, measurement errors provided by the customer, site-access issues, or any other form of buyer's remorse.
Customers should report any visible shipping damage within 48 hours of delivery. Manufacturing defects should be reported within a reasonable period after discovery and supported by photographs and relevant documentation.
Delivery and Storage
Customers are responsible for accepting delivery or arranging pickup within 15 days of being notified that their order is ready.
If delivery cannot be completed within this period, Duo Concepts reserves the right to apply reasonable storage fees until delivery arrangements are finalized.
If a customer is unreachable or fails to accept delivery after reasonable attempts to contact them, Duo Concepts reserves the right to continue charging storage fees and pursue any remedies available under applicable law.
Limitation
Nothing in this policy limits any rights or remedies available to consumers under applicable consumer protection legislation.
Acceptance of Terms
By placing a custom order with Duo Concepts, the customer acknowledges that they have read, understood, and agreed to this Custom Order Policy.