TERMS AND CONDITIONS



ORDERS


Coolican & Company accepts all standard forms of payment, including credit card, cheque, money order and e-transfer.  We must receive payment, in full or in part (depending on order size), to begin an order.  Lead time commences once an order has been paid for and all details have been finalized in writing.



LEAD TIMES


The standard lead time for batch products is 8-12 weeks, depending on the product.  Lead times for custom projects may be longer and are determined on a case-by-case basis.



RUSH ORDERS


Coolican & Company is happy to accommodate rush orders, and will do so wherever possible.  Rush fees will apply.



SHIPPING & HANDLING


Coolican & Company offers a variety of trusted shipping options.  We take  responsibility for careful preparation and packing of every object that leaves our studio.



COOLICAN & COMPANY LIMITED WARRANTY


Coolican & Company, Toronto, Canada, guarantees that the purchased products are free from defects in workmanship and materials for five years from the products’ date of delivery.  In the unlikely event your piece arrives to you in less than perfect condition, please review our Returns policy and write to us at mail@coolicanandcompany.com immediately.  

If any defects should arise during the product’s warranty period, Coolican & Company will repair or replace the affected part or parts of the product at our discretion and expense. Repairs or replacements must fulfil all Coolican & Company’s obligations under this warranty and exclude any right to compensation.  This warranty does not cover damage or defects caused by:

  • External events and actions, including misuse of the product, inadequate or incorrect maintenance, or improper storage contrary to Coolican & Company recommendations.
  • The usage of third-party materials on the product or changes made to the product without prior agreement with Coolican & Company.
  • More intensive or abnormal use of the product than what can reasonably be expected for normal use.
  • Dramatic temperature or humidity variations or exposure to exceptional circumstances or conditions contrary to Coolican & Company recommendations. 
  • Natural variations occurring in wood and leather cannot be considered defects, and Coolican & Company does not guarantee colour resistance, matching of colours and textures or the surface hardness of such materials. 

 

Complaints under the warranty policy as described above must be reported in writing to Coolican & Company (mail@coolicanandcompany.com) within 30 days after they are discovered. Please note that our warranties are non-transferable, and cannot be extended to re-sold items.

                                                                                                                                        

RETURNS

                                         
If for any reason you are unsatisfied with a product you can email us at mail@coolicanandcompany.com and our team will provide all of the details for initiating a return.  As soon as the returned product(s) are received back to our studio in good condition you will be issued a refund minus a restocking fee equal to 15% of the purchase price.                                                                      
In order to process your return as quickly as possible we ask that your invoice number is clearly marked on all boxes. Please note that the shipment of a return is to be independently arranged and covered by the customer, with products received back to our studio within 30 days from the delivery or pick-up date.                                                                
Just like most return policies we are only able to accept returned items that are in original packaging and like-new condition. This means that products with any scratches, stains, damages, or modifications cannot be returned. Please note that any shipping and handling charges from the original order are not able to be refunded once these services have been provided by the carrier.                                                                               
We are only able to issue refunds via the original method used for payment on the order. If the original method of payment is no longer available, we would be happy to issue a store credit equal to the amount of the refund.  Custom orders, products marked as Final Sale, and lighting items are not able to be returned or refunded. 
                                                                                                                           
DAMAGED OR DEFECTIVE ITEMS                                                                     
While cases are rare, damages and defects do happen once in a while. In order to ensure the best possible outcome, please consider the following: 
  • Inspect every item upon delivery.
  • If damage is noted, accept delivery and sign off with the carrier "damaged upon arrival".
  • Photograph the item and packaging.
  • If an item is structurally damaged and completely unusable, refuse delivery
  • Do not refuse undamaged items, you are responsible for all redelivery costs, including but not limited to storage fees.
  • To file a claim you must contact us at mail@coolicanandcompany.com within (3) calendar days. Claims received in excess of (3) calendar days beyond the delivery will not be accepted.
  • Photographs of the item and packaging must be clear and attached to your claim within (3) calendar days.
  • We will send a replacement via Standard Shipping, offer a blemish discount, or offer local repair reimbursement at our discretion. In the event of a replacement, items with structural damage and/or determined unusable will be fully replaced where possible.
  • The customer may be responsible for any labour and/or shipping of parts(s)
  • Coolican & Company will not cover the costs for damaged or defective items in the event that the furniture was made damaged or defective as a result of customer negligence. This includes, but is not limited to damage or defects caused by:
    • External events and actions, including misuse of the product, inadequate or incorrect maintenance, or improper storage contrary to Coolican & Company recommendations.
    • The usage of third-party materials on the product or changes made to the product without prior agreement with Coolican & Company.
    • More intensive or abnormal use of the product than what can reasonably be expected for normal use.
    • Dramatic temperature or humidity variations or exposure to exceptional circumstances or conditions contrary to Coolican & Company recommendations. 
  • Natural variations occurring in wood and leather cannot be considered defects, and Coolican & Company does not guarantee colour resistance, matching of colours and textures or the surface hardness of such materials. 
  • If you do not accept any of our solutions to the case, you will be responsible for the safe return of the items (s) under our 'Buyer’s Remorse' policy.
  • In the event Coolican & Company deems all resolution attempts have failed, Coolican & Company reserves the right at any time to cancel and refund the damaged or defective item in full, less all associated shipping charges.

 


REFUNDS                                                                                                             

Refunds can only be issued via the method of the original purchase. If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund. It may take up to 5 business days for credit to appear.

Coolican & Company cannot be held responsible for third party costs. Returns received past 30 days from the date of receipt and/or not received in original condition cannot be refunded. Shipping charges, custom and special order furniture, non-stock items, and lighting are non-refundable. Standard Shipping, Express Shipping, and White Glove Delivery Service charges are not refundable. We do not accept any returns or exchanges on custom and special order furniture.


All items marked as Final Sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are not covered by the Coolican & Company Limited Warranty. Strictly no exceptions will be made for Final Sale items.