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Policies and Privacy

Privacy and Storage of Personal Information:

Your security is our priority. Personal information will never be shared or sold to a third party without your explicit consent.

Information we require in order to better serve you:

  1. The first and last name of the account holder.

  2. Phone number: To keep you up to date on your order status and delivery. Note: We may contact you via text message with consent.

  3. Residential address: For delivery or after sales service.

  4. Email address: To keep you up to date on your order status and delivery.

We will never solicit you with special offers or deals via email or text message unless your consent is given.

We will never store your banking information, credit card numbers or SIN number. If someone claiming to be from our business contacts you for this information please notify us immediately: (250) 492 8104 or sales@guerards.com

Return Policy:

  • Special Orders:

Yes, all manufacturers warranties and guarantees apply to your special order.

To get the most out of your new furniture please review and understand the manufacturer’s warranty policy, cleaning codes, and maintenance advice upon receipt. Should you find any defects in the product or workmanship we need to know about it in order to take the proper steps to rectify the problem(s).

Please notify us within 7 days if you’re unsatisfied with your custom order. Custom orders are made especially for you and therefore, any cancellations or returns must be approved by management prior to acceptance.

A mandatory 25% restocking fee will be charged on any special order cancellations or returns.

We will not accept any returns on custom orders more than 7 days after the delivery date.

  • Floor Models:

Floor models are sold in “as-is” condition and must be inspected by both the purchaser and Guerard’s staff before being removed from the showroom.

If you’re unsatisfied with your purchase we’ll accept returns no later than 7 days after the delivery date.

All returns are subject to approval by management and will be carefully inspected prior to acceptance. Any discounted merchandise (on sale, blow-out) may be returned within 7 days of delivery, but will be subject to a mandatory 15% re-stocking fee. Some items are specifically marked as “final sale”, please ask your sales associate if you have any questions regarding our return policy.

Liability for Moving: 

Every precaution is made by our careful delivery team to ensure your new furniture arrives in great condition and without any damage to your home, however Guerard’s shall not be held liable for any accidental damage that may occur as a result of moving furniture products into, or out of your home.  Should damage occur, we kindly ask that you notify our office within 24 hours of delivery and document any damages with detailed photos. If negligence on our behalf is determined a claim may be filed with management. Our delivery team has the right to refuse delivery if any unsafe or potentially injurious conditions present themselves. We will not reimburse delivery charges if our team is unable to deliver items to their intended location due to the potential for personal injury or property damage.

Take away policy:

Yes, we can take away your old furniture for either donation or disposal. Items for donation must be thoroughly cleaned and in good working order; any upholstery that’s soiled, ripped, or excessively worn will not be accepted by local charities and will have to be taken to the landfill. Unfortunately, because we can’t guarantee that your furniture will be accepted by local charities we must charge a nominal fee for our removal service, whether for donation or disposal. We reserve the right to refuse the removal of furniture if items are excessively soiled. 

Pick up policy:

Your furniture can be made ready for pick up at either our showroom location or warehouse. To ensure the furniture is ready for pick up please notify us of your arrival at least 48 hours in advance. We are not responsible for loading your vehicle or securing a safe load so please bring a minimum of one physically capable helper and appropriate tie downs to ensure your furniture arrives home in one piece. Our staff reserves the right to refuse providing assistance should the potential for personal injury or property damage arise. 

 

Remember, we are here to help you get the most out of your furniture purchase. Don’t hesitate to contact a friendly staff member for cleaning tips, leather care, and long-term maintenance advice.