At LUSSO Modern Home, our aim is to deliver a seamless and satisfying experience for every client. We understand that plans can change, so we’ve outlined the guidelines below to clarify how cancellations, returns, and exchanges are handled—while protecting the integrity of our operations and the unique nature of many of our products.

General Considerations

We encourage all customers to carefully review their selections before finalizing a purchase, especially for items with unique specifications or significant promotional pricing. While we will do our best to accommodate changes where possible, certain product categories carry specific conditions regarding modifications, cancellations, returns, or exchanges.

1) Order Adjustments & Cancellations (Before Possession)

Requests to cancel or modify standard (regular-priced) orders may be considered within 48 hours of purchase, provided that fulfillment processes (such as delivery scheduling, shipping, or pick-up preparation) have not begun.

If a request is made after 48 hours, LUSSO Modern Home may offer one of the following options before the customer takes possession:

• One-time re-selection (swap to a different product): subject to a 20% processing fee based on the original invoice total.

• Refund request: subject to a 30% administrative fee to account for restocking and handling overhead.

Important: Once an item has been received via delivery or pick-up, it is deemed “possessed”, and the post-possession policy below applies.

2) Returns & Exchanges (After Possession) – Regular-Priced Items

For regular-priced items, requests must be initiated within 7 days of receipt/delivery, and the item must be returned in new, unused condition, with original packaging preserved.

Eligible pathways within 7 days:

• Exchange / Re-selection:
  Exchange for an alternate product may be arranged upon return of the original item in new condition, subject to a 30% re-selection fee.

• Return / Refund:
  A return may be accepted if the item is received at our distribution center within the 7-day window, subject to a 35% restocking fee.

All returns must be coordinated in advance to ensure timely delivery back to our warehouse. Items may be refused or incur additional charges if returned used, damaged, assembled, or missing original packaging.

3) Final Sale Items (No Returns / No Exchanges / No Cancellations)

The following items are final sale and are not eligible for return, exchange, or cancellation, except where required by applicable consumer protection laws:

• Clearance items

• Floor models / display models

• Custom and made-to-order items

• International orders

• Any order where the applied discount exceeds 35% of the regular price (considered final sale once confirmed)

These categories are typically noted at the time of sale and are priced accordingly.

4) Restocking & Handling Fees

Approved returns and cancellations may be subject to fees based on item condition and operational handling requirements:

• 15%–35% restocking fee may apply depending on:

  • Product condition

  • Packaging condition

  • Handling and inspection requirements

Where applicable, fees are deducted from the refund amount.

5) Custom & Made-to-Order Items

Custom and made-to-order items are produced specifically for each client and are:

• Non-cancellable

• Non-returnable

• Non-exchangeable

Lead Times: Typical production timelines range from 12–15 weeks, depending on the item and manufacturer.

Natural Variations: Variations in fabric, wood grain, veining, and finish are normal and are not considered defects. Customer confirmation by email, signature, or written approval constitutes final acceptance.

6) International Shipping

• Shipping is available within Canada and to the United States only.

• All international orders are final sale.

• Duties, customs, and taxes are the customer’s responsibility.

• Items are inspected and documented prior to shipment. Damage claims are valid only if shipping insurance was purchased.

7) Refund Processing

Approved refunds are issued to the original method of payment. For purchases made by cash or cheque, refunds will be issued via company cheque, typically within 7–10 business days after the return is processed.

Non-refundable charges:
Delivery charges, installation services, and handling fees are non-refundable and are not included in any refund amount.

8) Inspection & Eligibility

All returned items are subject to inspection prior to final approval of any refund or exchange. Items returned with visible wear, damage, missing parts, or without original packaging may be declined or may incur additional fees.

Need Help?

If you have any questions or need clarification at any point before or after your purchase, our customer service team is always available to assist.