Returns & Store Policies
Price Guarantee If you find an identical item (must be same size, model, SKU, quantity, brand, name and colour) at a competitor we will match the price. We will require proof the pricing and the retailer must be within 150km of our location or deliver to the area. Green’s will provide the same service level as offered by the competitor whose price is being matched.
If we advertise the identical item at a lower price within 30 days of your purchase, we will gladly refund you the difference in the price.
The following exclusions apply:
- Clearance, Black Friday, Cyber Monday, Boxing Day and timed specials.
- Green’s does not offer competitor price match on financed specials.
- Greens’ does not offer competitor price match on bundle offers, rebates, coupons, mail-in offers.
We are committed to your satisfaction. Returning a product can be stressful on customers, so we’re here to help you get it right the first time. Our talented product experts are available to help you select the right product for your needs and application. We encourage you to take advantage of our expertise before making your purchase.
If a return is necessary, your sales associate can help facilitate the return. To start the return process, call or email us at the phone number or email address found on our Contact Us page. Policies and procedures for obtaining a return authorization vary based on the reason for return. See below for more information.
Defective Products: Most of our products include a one-year parts and labor warranty. See your product literature or speak with one of our product experts for details. If your product is defective upon arrival, notify product expert of the problem within 48 hours of receiving goods. If you notice the defect after 48 hours of receiving goods, please contact the product’s manufacturer directly. Contact information for the manufacturer is included in the product literature. NOTE: Most manufacturers require one service call to diagnose the problem.
Stock Merchandise Returns Greens Brandsource will exchange or refund your regular priced furniture and accessory purchases within 7 days on stock items only. There are no returns allowed on appliances that have been installed or in use. Please refer to our 90-Day comfort guarantee policy for mattress returns.
- All returns subject to a minimum 15% restocking fee. You are responsible to bring the item(s) back or pay a pickup fee.
- Product must be returned to our warehouse, inspected and verified to be in good condition before a refund is issued.
- Custom Order items, Clearance items, mattresses, pillows, bed linens and mattress protectors cannot be returned.
- Fees for extended warranties, delivery and administration fees will not be refunded.
- "As Is" sales are final and no manufacturer’s warranty will be extended.
Refunds for credit card purchases will be issued by the same method that the original payment was made. Debit card or cash purchases will be refunded by cheque or e-transfer. Refunds for purchases paid by cheque are subject to a minimum 2 week waiting period to ensure that the original cheque has cleared the bank.
Special Order Returns If a special order is cancelled or returned a 25% restocking fee will be charged.
A Custom Order is defined as an order in which you have chosen the fabric, colour or style of the merchandise.
- If a custom order is cancelled prior to delivery or pickup, the 50% deposit will be withheld as a restocking and handling charge.
- There are no returns for custom order merchandise.
The customer agrees to the terms and conditions published above when they place a completed order with our company. In addition, the customer authorizes their credit card company to abide by these terms. We reserve the right to cancel orders at any time.
Payment & Warranties
All merchandise remains the sole and recoverable property of Greens Brandsource until duly paid in full.
- 50% deposit is required at time of order.
- All merchandise must be paid in full prior to delivery or pickup.
- Payment Types: Cash, Cheque, Visa, Mastercard, Debit.
- Financing plans available on approved credit. See Sales Associate for details.
- Returned cheques subject to $35.00 service charge.
Layaways / Delayed Delivery
- 25% deposit to start layaway process, 25% must be paid each month for 3 consecutive months for the layaway to stay in process. Items are held once at 50% paid.
- Special orders must put 50% down before product will be ordered.
- Product is ordered in sufficient time to meet requested delivery date. You will have 30 days to schedule a delivery or arrange a pickup once your complete merchandise order has been received in our warehouse.
- As a value-added service, we will provide an additional 30 days of storage, providing your account is paid in full.
Use & Care Manual: It is imperative that you read and understand the use and care manual that accompanies your purchase.
Delivery from Manufacturer Delivery from our manufacturers can range from 2 days to 12 months depending on the supplier. This varies greatly based on stock availability, production schedules, and geographic location. At time of order, we can approximate delivery times based on information provided to us by the supplier. However, these are only estimates and we will do our best to keep you abreast of any delays that may occur.
- If a problem is noted at the time of your delivery, our staff will forward details to your Sales Associate who will be in touch with you.
- Warranties apply only to items subject to normal use in the home and not to defects resulting from negligence, misuse, or accident.
- Items purchased for use in commercial, industrial, or institutional settings are not covered by manufacturer’s warranty or any warranty that is sold or offered by Greens Brandsource, except in certain circumstances. See Sales Associate for details.
- Service Plans: Greens Brandsource offers a variety of Service Plans to protect your purchase. See Sales Associate for details.
Shipping Policy / Delivery Policy
Please be assured that your items will ship out as soon as possible from the date of purchase. If a special order is placed, please anticipate a longer delivery time. You will be notified once the item has been received in our warehouse. We cannot ship to P.O. boxes. If you are trying to estimate when a package will be delivered, please note the following: Credit card authorization and verification must be received prior to processing.
Delivery to your Home
- Minimum 1 day notice is required to schedule or reschedule your delivery. We will do our best to accommodate the time requested however we have a limited number of delivery times available.
- We will supply a 1–2-hour delivery time-frame window for in town deliveries
- For out-of-town deliveries on our weekly delivery, we are not able to provide delivery window.
- If we cannot keep our appointment due to weather conditions or delivery complications, we will call you to keep you updated.
- Merchandise will be unpacked, inspected, and assembled (as much as possible) prior to delivery. Some assembly may have to be done in your home. Whenever possible, product will be unpacked, leveled, placed in location in your home.
- Washer Hoses and Dryer Vent Kit - When easily accessible, and when new hoses have been purchased on same order as washing machine or dryer vent kit purchased on same order as dryer, Green's delivery staff may attach hoses or power cords to existing approved plumbing or electrical supply or attach dryer vent hose from dryer to existing vent pipe. Customer responsibilities: Ensure connections are secure, electrical/plumbing properly rated for items, test for leaks. Greens Brandsource and delivery staff are released of any and all liability for damages resulting from connection of hoses or power cords.
- Excluded: Installation of over-the-range microwaves, dishwashers and hood fans; any installation requiring a tradesperson; dryer vent pipe; hoses; water, electrical and/or gas hook-up.
- Recycling: Green’s BrandSource Home Furnishings will remove, for a fee, the old furniture, appliance or mattress that you are replacing. Removal and fee paid must be pre-arranged prior to delivery.
- Moves: Delivery staff cannot move other furniture or appliances not included in your contract. Contact your salesperson for details.
- Please inspect your product at time of delivery. Be sure to note any issues with the delivery personnel prior to their leaving your location. We will promptly repair, or if necessary, replace the damaged item. Repair or replacement is at our discretion. We cannot accept responsibility for any damages that are not noted at time of delivery.
Customer’s "To Do" Prior to Delivery
- Will your new product fit? Measure doorways, hallways and stairways to ensure that item(s) purchased will fit, prior to delivery.
- Prior to the delivery appointment, please remove interior and exterior house doors, trim, pictures (and hooks), breakables, all other hazards to fit new furniture and appliances.
- Ensure that room and areas leading to the room are clear and ready for placement of items purchased.
- Protect flooring and carpet. For health and safety reasons, our delivery staff cannot remove their footwear.
- If access is not clear, the customer will be responsible for getting the merchandise from the closest point possible by truck, to the desired location in your home.
- For the safety of our delivery staff - driveways and walkways must be clear of snow, ice and other hazards.
- You will be advised when unusual or difficult delivery conditions are encountered and given the option of signing a damage waiver or having the merchandise returned to the store and reselecting other products. A restocking fee may apply when uncrated merchandise does not fit.
- Contact Green’s at least 3 hours in advance to schedule a pickup.
- Pick ups are available Monday to Friday between 9am-5pm and Saturday between 9am-3pm. (1:30pm during summer hours)
- Some items may require assembly by you.
- Bring your own handling material such as rope and blankets. Green’s staff can load the items into your vehicle but are NOT PREMITTED strap your items down.
- Inspect your purchase prior to departure.
- If concealed damaged is found when opening your order, simply notify your sales associate within 24 hours. We will gladly arrange a time for you to return the item for repair, or if necessary, replacement. Repair or replacement is at our discretion. We cannot accept responsibility for damages that are brought to our attention after 24 hours.
- Damage done after pickup is not warranted.