DUO CONCEPTS - Return & Exchange Policy

At DUO CONCEPTS, we want you to be completely satisfied with your purchase. Our return and exchange policies vary by product category to ensure fairness and quality assurance. Please review the details below:

Sofas

  • Returns & Exchanges: Sofas may be returned or exchanged within 30 days of delivery.
  • Conditions for Return:
    • The item must be in its original condition, unused, and with all packaging and tags intact.
    • Any items that show damage, stains, pet hair, or excessive wear may not be eligible for return or may be subject to a restocking fee.
  • Custom Upholstery Orders:
    • Custom or made-to-order sofas are final sale and cannot be returned or exchanged.

Wall Beds & Systems

  • Final Sale: Due to the nature of wall beds and integrated systems, all sales are final and non-returnable.
  • Warranty Coverage: While returns are not accepted, wall beds and systems come with a 3-year limited warranty covering defects in materials and workmanship.
  • Defective or Damaged Items: If your item arrives damaged or defective, please contact us within 48 hours of delivery, and we will arrange for a repair or replacement.

Casegoods (Tables, Storage Units, and Other Hard Furnishings)

  • Returns & Exchanges: Casegoods may be returned or exchanged within 30 days of delivery.
  • Conditions for Return:
    • Items must be in their original condition, unused, and with all original packaging.
    • Returns due to personal preference (e.g., change of mind) may be subject to a restocking fee.
  • Custom & Special Orders: Custom-made or special-order casegoods are final sale and cannot be returned or exchanged.

General Return Process

  1. Initiate a Return: Contact our customer service team at customercare@duoconcepts.com or call 1-604-238-9996 to start the return process.
  2. Approval & Instructions: If your return is approved, we will provide instructions for returning the item.
  3. Return Shipping:
    1. Customers are responsible for return shipping costs unless the return is due to a defect or damage.
    2. For large furniture, we can help arrange pickup, with applicable fees deducted from your refund.
  4. Refund Processing: Once the returned item is inspected and approved, a refund (minus any applicable fees) will be processed within 7-10 business days.

Exclusions & Limitations

  • Final Sale Items: Wall beds, custom upholstery, and custom casegoods cannot be returned or exchanged.
  • Damaged Returns: Items that show signs of misuse, improper assembly, or neglect will not be eligible for a refund.
  • Restocking Fees: Some returns may be subject to a restocking fee of up to 20%, depending on the condition and reason for return.

For further assistance, please reach out to our team—we're happy to help!