If your purchase did not live up to your expectations, please contact us within (7) seven days after receiving your items(s) to request a return with some exclusions. (see below)
Please do not return items to our store without pre-approval, as we will need to review and indicate the appropriate steps required for your return. We do not accept returns on all items for cost and space reasons. (see below) We will inspect all items upon return, and if your return is approved, we'll send you instructions on how and where to return your package. To start a return, you can contact us at email@example.com. Items without a request first will not be taken.
Please note: Return shipping & shipping charges cannot be refunded and will be deducted from your refund.
If an item is damaged during the return process, we will assess the refund amount based on its received condition. A Damage Fee of 25% or more of the purchase price will be applied depending on the state of the returned item. Please note if the item is considered unsalvageable, we may not be able to provide any refund.
If your item is eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging to be eligible for a return. You'll also require the original receipt or proof of purchase. Some items hold a restocking fee of 25-35%.
Eligible Items for Return:
- Small furniture items purchased off the showroom floor (side tables, poufs, ottomans, rugs purchased off the floor)
- Plug-in Lighting
- Custom or made to order items, including art and furniture
- Medium/Large furniture items (dining tables, dining chairs, armchairs, sofas, cabinets, sideboards, beds and any other items over 15lbs)
- Special or pre-order rugs, furniture or lighting
- Bedding, towels, and bath products (for sanitary reasons)
- Hardwired lighting
- Floor model and sale items
- Items damaged through normal wear, such as sun exposure, humidity, items damaged by daily wear or other natural factors
- Refunds will be issued in the original form of tender once all items have been received and inspected and will show on your account within 5-7 business days
- Gift receipts will be refunded in the form of store credit
- Shipping and Delivery fees are non-refundable
You can always contact us for any return questions at firstname.lastname@example.org
Damages and issues
Please inspect your order upon reception and contact us immediately (within 24 hours) if the item is defective, damaged or if you receive the wrong product so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain items are non-refundable, like floor model and final sale items, custom order pieces (including furniture, rugs and art), all furniture, hardwire light fixtures, items damaged by daily wear. Please get in touch if you have questions or concerns about your specific article.
Unfortunately, we cannot accept returns on sale items or gift cards, and delivery fees are non-refundable.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we receive and inspect your refunded item and let you know if the refund was approved or not. If approved, we issue a refund immediately on your original payment method. Please remember that it can take some time for your bank or credit card company to process and post the refund. Most financial institutions take 5-10 to return your funds.
Orders are eligible for cancellation within 24 hours of the initial order, excluding Farrow & Ball paint and accessories. A refund is provided back to the original method of payment without question.
Manufacturer Defects/Transit Damage
Unfortunately, damages can happen, and we get that. If you happen to have an item with a manufacturer defect, please inform us within 24 hours of receiving the item. If you are obtaining white glove delivery, please inspect the piece before the drivers depart and have them make a note of any damages or defects. Defects or damages that happen over time are only available within the first six months of receiving the item; after six months, we can no longer guarantee replacement or credit. All items are subject to approval after we have an opportunity to inspect the defective item.
Please Note: Natural materials, such as wood and marble, have variations, and these imperfections are not considered defects. As foreign wood adapts to different climates, it can shift in size, resulting in cracking. These are not necessarily product defects but rather a wonderful reminder of their organic nature.
Make a Claim: Please email email@example.com to begin your claim request for defects or damages. We’ll reach out to you as soon as possible with the following steps! This process can take anywhere from 3-5 weeks to complete as we work to issue a replacement or suitable solution. We will be working hard behind the scenes to settle it as quickly as feasible but are presently experiencing delays in response times from claims.
Cancelling Your Order
Please get in touch with us within 24hrs of placing your order to request a cancellation. If your order has shipped out already, shipping is non-refundable. You may also be required to incur the inconvenience and cost of having to receive the item and ship it back if we are unable to reroute the product during transit.
Please Note: Custom and made-to-order items are not eligible for cancellation after 48hrs. Unshipped back ordered items can be cancelled without issue!
GUS* MODERN TERMS AND CONDITIONS OF PURCHASE
Please note that Gus* Modern does not accept returns other than damage incurred in transit, concealed damage or a mis-shipment. It is imperative to note that Gus* does not accept returns due to buyer's remorse. With that in mind, we suggest that you take advantage of our complimentary fabric swatches and catalogues before purchase. Whenever possible, we recommend that you visit your local authorized Gus* retailer to see our products and receive knowledgeable advice about the item(s) of interest.
The following policy aims to clarify and streamline the procedures for claiming with Gus* Modern. The approach is in place to resolve issues in a fair, timely, and consistent manner. Upon determination of the claim, Gus* Modern reserves the right to replace or repair the product at its sole discretion. We base the decision on the product itself, the level of damage and the feasibility of a proper repair. In all scenarios, the original delivery fees are non-refundable.
If an item arrives damaged or you receive an incorrect item, please notify Gus* within 48 hours of receipt and Gus* will make the necessary arrangements for a replacement. No restocking fees or return shipping charges will apply. Failure to notify Gus* within this period will result in Gus* denying the claim without exception.
Please contact us at firstname.lastname@example.org or call 416-534-0773 x6100 to report damaged, defective or mis-shipped item(s). Please note that Gus* will require images of the product and its packaging to verify the damage or error in shipping. Please be sure to save all packaging. Gus* cannot accept a claim without photos. For small parcel returns, Gus* will provide you with a UPS return label. Gus* will provide you with the necessary paperwork for freight returns and have our freight partner contact you to schedule a pickup.
In-stock items ship out of our warehouse within 24-48 hours of the initial order placement. If you would like to cancel your order, please let us know within 24 hours of the time your order. You will receive a full refund if you cancel your order before leaving our warehouse. It is essential to note that Gus* will be unable to cancel your order for any reason after it leaves our warehouse.
Please be sure you have carefully read through these terms and conditions before completing your purchase.
GUS* MODERN - HOME DELIVERY – FLAT 8% SHIPPING* – Small items will ship via UPS directly to you. For more oversized items, the delivery team will carefully unload the order outside your location. We suggest asking a family member or friend for an extra hand to move the item to its final position. If you have an authorized Gus* Modern retailer in your shipping area, they will facilitate the local delivery. Some Gus* retailers may offer premium, white glove delivery options. Contact your local Gus* Modern retail store for more information. We calculate a flat 8% shipping rate on the MSRP of your order before any applicable discounts or rebates.