Furniture Warranty

At Stonewaters, we prioritize product quality and customer satisfaction. If your piece arrives with any imperfections, please contact us promptly via phone at 1-(403)-493-0135 or email at spaces@stonewaters.com. For faster warranty claims processing, please keep your purchase records accessible. Providing photographs of the product from different angles and distances, along with images of the packaging if damaged during transit, will aid our team in resolving your issue promptly. Videos are also acceptable if needed.

Our manufacturer’s warranty covers defects in materials and workmanship for one year from the date of delivery. For specific details and exceptions, please refer to the information provided in our Made-to-Order and In-Stock collections below.

Please note: our warranties are non-transferable and apply only to items used for their intended purposes under normal conditions. Negligence, misuse, accidents, modifications, or commercial use voids the warranty.

MADE-TO-ORDER COLLECTION

Our Made-to-Order collection represents the pinnacle of customization in furniture design.

Frames & Springs

25 year pro-rated warranty

Fabric

1 year warranty - If fabric fails to give at least 1 year of normal wear - fabric on furniture will be replaced or repaired as best determined by our manufacturer.
Close out, end of line and seconds bear no warranty.

Notes:

Claims due to cuts, burns, stains, soiling, pet damage and after market fabric protectant and improper cleaning are excluded.
Due to chemical make-up of certain fabric fibers, our manufacturer cannot warrant any problems which may result from exposure to excessive heat or sunlight.
Pilling is a characteristic of many upholstery fabrics that results in excess fiber coming off of the surface of the material. This release of excess fiber results in small balls or pills of fiber forming on the surface of the cover. This condition is not warranted by the fabric mills because it is not seen as a defect, it is simply excess material being released.

Sofa-bed units & mattresses

3 year pro-rated warranty.
This warranty does not cover defects or damage caused by, or resulting in negligence by the user or mover of the product or accident, improper care, maintenance, repair and failure to follow directions for proper use.

Foam products - Seat and Back cushions

25 year pro-rated warranty against excessive loss of resiliency.
Foam will soften initially (which is normal). Each customer should be notified for proper care of seat cushions (rotation of cushions on a weekly basis, or not removing the covers from cushions for cleaning).

Exposed wood parts

1 year warranty against material defects.

VOCABULARY

Pro-rated formula: equals to month(s) used divided by month(s) warranted multiplied by current suggested retail price to be determined by Stonewaters.
End of line fabrics: Or deadstock fabrics are leftover fabrics of brands and manufacturers who have over ordered fabric or textile mills that have overproduced. End-of-line, mill overruns or designer excess are some of the common phrases used when describing deadstock fabrics.
Second fabrics: Generally, an item listed as factory second will have failed quality inspection for cosmetic rather than functional reasons. Such items are often heavily discounted but may not have as all-encompassing a warranty or guarantee as a full-quality item. The product then may be non-returnable.

Notes:

Any product(s) to be used for purposes other than residential use must be specified by the buyer prior to purchase.
As is, discounted, and floor models products are excluded.
Does not apply to any product which has been misused, altered in any way or subject to improper care, normal wear and tear, exposure, corrosion, or damage caused by rain, fire or other and all acts of nature.
Any altering, misuse or abuse of a product, or if the product is used for any purpose which it was not manufactured, will void the warranty.
The warranty provides coverage to the original purchaser only and is not transferable.

IN-STOCK COLLECTION

Our In-Stock collection offers quality, ready-made furniture items available for immediate purchase, without customization.

All Stonewaters furniture items are warranted to be free of manufacturer defects in workmanship and materials for 1 year from the date the product is invoiced by Stonewaters.

Warranty coverage includes repair or replacement, subject to manufacturer inventory availability.
Please contact us by phone: 1-(403)-493-0135 or via email at: spaces@stonewaters.com our team will be happy to assist you.

Notes:

Any product(s) to be used for purposes other than residential use must be specified by the buyer prior to purchase.
As is, discounted, and floor models products are excluded.
Does not apply to any product which has been misused, altered in any way or subject to improper care, normal wear and tear, exposure, corrosion, or damage caused by rain, fire or other and all acts of nature.
Any altering, misuse or abuse of a product, or if the product is used for any purpose which it was not manufactured, will void the warranty.
The warranty provides coverage to the original purchaser only and is not transferable.

FURNITURE RETURN & REFUNDS

Can all furniture pieces be returned?

No, some furniture items are excluded.

Returns will not be accepted if furniture has been used or if the 15-day window has passed.
All discounted furniture or floor models are final sale.

Please get in touch if you have questions or concerns about your specific item(s).

ALL SALE ITEMS AND GIFT CARDS ARE FINAL SALE

How long do I have to request a return for items purchased online?

Products bought online can be returned to us via post or in store within 15 days of receipt of the item (the date shown as delivered on tracking) and in an unused condition.

Can I return a piece of furniture I purchased online?

You have up to 15 days from the delivery date to return your item(s) if they aren't quite right. Please contact our team at spaces@stonewaters.com for assistance.

Please note:

Items returned without prior authorization will not be accepted.
Return postage cost is the responsibility of the customer, and the product must arrive in an unused condition.
Our team may require pictures or videos to facilitate the return process.

How do I ship the item(s) I want to return?

Simply post the item(s) back to us.

The return process must be initiated within 15 days after the reception of the online order, based on the web order tracking information.
Place the items you are returning, along with your receipt and/or a printed copy of your order confirmation, in its original packaging or in a securely sealed shipping container.
Make sure any old labels on your package are removed or obscured and affix your shipping label.
Address your package to: STONEWATERS 638 Main Street, T1W 2B5 Canmore, AB, CANADA

Please note:

Return postage cost is the responsibility of the customer, and the product must arrive in an unused condition.
Upon receiving your return, our team will inspect the item(s) before issuing a refund.
You will be notified via email once the refund has been processed.
It may take up to 10 business days for the refund to show within your bank statement.

How do I exchange items online?

Exchanges can not be processed for online orders. We recommend returning your original order for a refund and placing a new order for the desired product.

Due to our collaboration with multiple manufacturers, inventory levels for certain items may fluctuate without prior notice. Please feel free to contact us, and we can check stock availability for you and provide a more accurate timeline for any items of interest.

Will I receive a receipt or email confirming my refund?

After you request a return, you will receive a return request email telling you how to return the items that aren't right for you. Once we have received your returned merchandise, we will send you a confirmation email together with a return receipt. Your refund will then be issued automatically.

What do I do if a product arrives damaged?

Please contact us at spaces@stonewaters.com with your name, last name, order number and picture of the damaged items, and we will contact you as soon as possible.

How do I return items I bought in-store?

Please visit us in store, and bring your receipt, unused products purchased in store are eligible for:

within 7 days of purchase, a full refund.
within 14 days, in-store credit.

Any promotional discounts applied to your original purchase will not be applied to your exchanged item(s) unless that promotion is still active at the time of processing. All items will be subject to review upon return. Please get in touch if you have questions or concerns about your specific item.

ALL SALE ITEMS AND GIFT CARDS ARE FINAL SALE