Our Team is dedicated to providing you with the peace of mind you deserve when you purchase at KIJOVA. We want you to love your furniture! In fact, if you get your new purchases home and aren’t 100% happy, we’ll be glad to let you return them. If you need to modify your order, have policy questions, or are not satisfied with your purchase, we want to help. Below, you will find all the information needed to complete a return with seamless experience.

 

RETURN AND EXCHANGE

We want you to be completely satisfied with every item you purchase. We understand that products do not always work out or fit your space as expected. If you are not 100% satisfied with our product, we will be happy to exchange or refund within 14 days upon delivery or pick up. When returning or exchanging your product you will be responsible for the applicable transport fee which is based on your location and order value. If you would like to know the exact cost please contact us for the specific amount based on your location. More information is provided below.

Please email our Customer Service team at support@kijova.ca with your order number and name to initiate a return or exchange. Merchandise returned without authorization will be refused and shipped back to the customer at their expense.

Customer will be responsible for the return shipping fee and to ensure that your returning item(s) is packed in the original packaging that is suitable for safe transport back, for moving your item to the front door of your home and being available to meet the courier at the agreed upon time. We will find the lowest available rate in order to minimize the cost of return shipping that will be deducted from your refund. Please unwrap your merchandise carefully, keeping in mind that merchandise can only be returned unassembled and in its complete original packaging. We understand that packaging will be opened for initial inspection. Any item without the original packaging is considered final sale and will not be eligible for a refund or exchange. Assembled items and any items without complete and undamaged original packaging, including those unwrapped and assembled by a White Glove delivery service, cannot be returned. Shipping paid by the customer at the time of purchase, if applicable, is not refundable. Refunds will be processed as soon as your orders are received and inspected by our warehouse team. Returning products via shipping can take up to 3 weeks to be processed depending on where your order is picked from and refunds can take up to 30 days to process. If the item was marked as oversize or white glove, please contact support@kijova.ca to arrange your return. Due to the size of these items, we are unable to issue ground return labels, and freight returns will be issued and arranged.

Once the order is placed, items get processed quickly. If you would like to purchase other items, it is processed as a new order. You have 24 hours risk-free after placing your order to change your mind without a charge. Simply contract us at support@kijova.ca and we will gladly refund or exchange your order. Canceling an order past the initial 24 hour from the time of order, or/and has been processed or in transit is subject to a 35% re-stocking fee from the original, pre-discounted product price. Shipping paid by the customer at the time of purchase, if applicable, is not refundable.

Past the initial 24 hours and up to 14 days from the time of order, refund requests are subject to a 35% re-stocking fee from the original, pre-discounted product price. Shipping paid by the customer at the time of purchase, if applicable, is not refundable. No refunds or exchange allowed after 14 days.

 

RETURN CONDITION

Rugs: Variation and imperfection in weave, fiber size, color, and overall rug size (up to 2-3" in length and width) are normal characteristics and are not considered a manufacturing defect.

Measurements: Please ensure to measure properly prior to placing any orders. If you have any questions regarding the product’s size please email support@kijova.ca. Orders that are cancelled or refused at delivery due to sizing issues are subject to a 35% re-stocking fee from the original, pre-discounted product price.

NOTE: Because every computer monitors displays color differently, we cannot be responsible for variations between the actual product color and how it is displayed on your screen. Descriptions of merchandise, including colors or shades, textures, measurements and other feature are provided by the manufacturer; KIJOVA assumes no liability whatsoever for the description, for variance, including in colors or textures, minor imperfections, and/or for a product not meeting with customer satisfaction, absent a manufacturer-verified defect.

 

NON-REFUNDABLE ITEMS

Some items cannot be returned or exchanged, including:

• Any items that are marked “Final Sale”
• Items without the original packaging
• Any items that are "Open Box"
• Exchanged Items 

All items shipped to the United States as well as some items such as mattresses, blankets, pillows, cushions, items labelled "final sale", artwork, paintings, framed wall art, clearance items, open box items, special orders, artificial plants, and items assembled at or after delivery, are non-returnable.

OPEN-BOX SALE ITEMS

All items that appear within the "Open Box Sale" section on our website are FINAL SALE and cannot be exchanged or returned for any reason whatsoever.  

 

FREE White Glove Delivery

This service is applicable on selected items only with purchases over $799 before taxes. (additional shipping fees may apply if outside of our primary delivery zone). This service is only available within certain areas of GTA, Peel, Halton, Hamilton, Waterloo Region, and London, Ontario. CANADA

• In stock items will be shipped within 2-10 business days for local delivery and for long distance freight 7-15 business days
• Pre-order items will be shipped immediately once they arrive in our distribution center
• P.O. Box addresses not allowed
• The delivery team has the right to refuse delivery of the product or request signing a Damage Waiver if they identified a higher risk for potential damage to either the product and/or your home due to a “tight fit” situation, or risk to themselves or others.
• Delivery signature is required upon delivery
• Customer is responsible for making sure a person over the age of 18 being present for delivery who is authorized to sign

• It is the responsibility of the customer to ensure that any item(s) will be deliverable based on careful consideration of the dimensions of the item(s), as stated on the website’s product listings, and any potential limitations of the customer’s dwelling. Any order that is not able to be delivered or is returned or refused due to limitations of a dwelling that prevent delivery, a fee of 35% from the original, pre-discounted product price will be charged back to the customer and deducted from their refund amount. If another delivery attempt is requested, a custom delivery fee will be charged (varies by location) if the request is approved by KIJOVA.
• Customer is responsible for making sure room is free and open to receive the new merchandise, furniture will fit the space, and that furniture will fit thru doorways.

• This service is only applicable to main floors in a residential home with a clear path to the main/first floor and excludes delivery to buildings, basements, second floors or any other forms that require the use of interior/exterior stairs.
• In the rare instance that white glove delivery cannot be fulfilled, item will be curbside delivery.
• If delivery is incomplete due to customer negligence, absent, or refusal to accept the delivery, a re-stocking fee of 35% from the original, pre-discounted product price will be charged back to the customer and deducted from their refund amount. Shipping paid by the customer at the time of purchase, if applicable, is not refundable. If another delivery attempt is requested, a custom delivery fee will be charged (varies by location) if the request is approved by KIJOVA.
• Only Selected items qualify for the one-week free delivery or pick-up promotion.

Kijova works with various carriers to deliver your order. If you have a tracking or delivery confirmation number and you have any questions regarding delivery status, please contact the carrier directly. There might be a delay between receiving the shipping email and being able to track your order. If this happens, please wait a few days to contact the carrier for a follow up.

FREE white glove delivery is a complimentary offer with zero value and can be withdrawn at any time without notice at KIJOVA's discretion.

FREE pick-up is available

 

DAMAGED ITEMS

Please inspect your new beautiful item when arrived. All items must be fully inspected and any damages or incorrect items must be noted before signing for your pickup/delivery. No damage claims can be filed after customer has signed clean delivery/pickup receipt

If your item is damaged in delivery, please send a minimum of 4 pictures within 24 hours of arrival to support@kijova.ca of the damaged item. Please note on your bill of lading that the product was damaged. Our Customer Service Experts will take care of you! You will be responsible to ensure that your returning item(s) is packed in the original packaging that is suitable for safe transport back, for moving your item to the front door of your home and being available to meet the courier at the agreed-upon time.

Any item without the original packaging is considered final sales and will not be eligible for a refund or exchange. Refunds will be processed as soon as your orders are received and inspected by our warehouse team. Returning products via shipping can take up to 3 weeks to be processed depending on where your order is picked from and refunds can take up to 30 days to process.