Refund policy
All Sales Are Final
All Hamilton Holmes sales are final. We do not accept returns or exchanges for change of mind, personal preference, fit, site access, or any other reason unrelated to verified damage during delivery arranged by Hamilton Holmes.
Custom, commissioned, modified, made-to-order and one-of-a-kind pieces are non-returnable and final sale.
Variations in wood grain, colour, texture, figure and other natural material characteristics are inherent to the materials we use and are not considered damage or defects.
Nothing in this policy limits any rights or remedies that cannot be excluded under applicable law.
Order Cancellations
A client may request cancellation of a custom or made-to-order purchase at any time before delivery by contacting Hamilton Holmes in writing. Hamilton Holmes will stop work as reasonably practicable after receiving the request.
The client remains responsible for all costs incurred or irrevocably committed up to the time the cancellation request is received. These costs may include design and drafting, materials, labour, subcontractor charges, non-refundable third-party fees, crating, freight, storage and other project-specific expenses.
Hamilton Holmes will provide an accounting of the applicable costs and deduct them from any amount already paid. If the costs incurred exceed the amount paid, the outstanding balance remains due. Any remaining amount approved for refund will be returned to the original payment method within 10 business days. Additional processing time imposed by a bank or payment provider is outside Hamilton Holmes' control.
Delivery Damage
Furniture must be inspected immediately upon delivery. Any visible damage to the item, crate or packaging should be photographed and noted on the carrier's delivery receipt before the delivery is accepted. For white-glove delivery, the client should inspect the item before the delivery team leaves.
Damage must be reported to Hamilton Holmes in writing within 24 hours of delivery. The report must include:
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the order number and delivery date;
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clear photographs of the full item and the damaged area;
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clear photographs of the crate, pallet and all exterior and interior packaging;
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a copy or photograph of the delivery receipt, including any damage notation; and
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any other information reasonably requested to verify when and how the damage occurred.
All packaging must be retained until Hamilton Holmes confirms in writing that it may be discarded. Reporting damage does not automatically approve a claim. Hamilton Holmes may review photographs, delivery records, carrier documents and any other relevant evidence before determining whether the damage occurred in transit.
Damage that occurs after delivery, including during unpacking, installation, moving, storage, use or handling by the client or another party, is not transit damage and is not eligible for return or replacement under this policy.
Approved Transit-Damage Claims
If Hamilton Holmes confirms that an item was damaged during delivery arranged by Hamilton Holmes, Hamilton Holmes will arrange and pay for the return of the damaged item to our workshop at 94 Vine Street, Hamilton, Ontario. Items must not be shipped or brought back without prior written authorization. Unauthorized returns may be refused.
Hamilton Holmes will replace an item covered by an approved transit-damage claim. Because our furniture is handmade and often made from natural materials, replacement production time may vary and exact grain, colour and figure cannot be guaranteed. Refunds are not offered in place of replacement except where required by law.
Original shipping and delivery charges are non-refundable.
Approved Refunds
Any refund approved under the cancellation provisions of this policy, or otherwise required by law, will be issued to the original payment method within 10 business days after approval. The time required for the credit to appear is determined by the client's bank or payment provider.
Contact
Questions regarding returns and refunds can be sent to:
Hamilton Holmes94 Vine Street
Hamilton, Ontario
L8R 2A9
Canada