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How can we help you?

Sutherland’s Furniture believes that your ideal doesn’t end after you’ve purchased furniture from us. We work with you until the final follow up and stay committed to providing the same level of exceptional service from purchase to delivery and after.

We’ve built our business on quality, service, and referrals, and we aim to keep our service promises for decades to come.

Our merchandise is guaranteed to be in “show room” condition for you once it is delivered. If there are any manufacturing defects, we guarantee all of our furniture for ONE full year, along with the manufacturer’s warranty. We will repair or replace the item for you, no questions asked. It’s all part of the superior experience with Sutherland’s, and we offer it every day.

Table of Contents:


Important Exclusions:

In order to protect our business, and provide you with a seamless transaction, there are some exclusions to our guarantees you should know about. "As Is" merchandise and other specifically marked final sale items are excluded, and our guarantee does not cover damages due to:

  • Misuse
  • Abuse
  • Accidents
  • Discolouration due to sunlight
  • Shrinkage
  • Abnormal wear
  • Fading

Warranties:

It's human nature to worry about and be protective of an important investment. Sutherland's Furniture warranties allow you to relax and enjoy your furniture or mattresses without all the fuss and anxiety!

We will guarantee your furniture against manufacturers’ defects in workmanship and materials for one year from the date of purchase. Some manufacturers do not offer a written or limited warranty, and we will discuss those details with you.

Repairs, replacements, or refunds are at our discretion. Manufacturer warranties for longer than one year are honoured through our retailer and we will repair, replace, or refund as directed by the manufacturer.

The warranty applies for normal in-home use and is negated if the furniture items are used for commercial, industrial, or institutional purposes. Also, the warranty does not cover minor flaws which are discernable only upon the closest inspection. 


Upholstery:

Upholstery is warrantied for the primary customer for 1 year. Upholstery is not warrantied for colourfastness or level of wear. Sutherland’s cannot and will not honour any adjustments, claims, or credits promised from the manufacturer. Fading, shading, and pilling are not considered defects. Foam seat cushions are not covered under warranty. Try regular pillow rotation to solve this issue.  


Case Goods (Wood Products):

Wood furniture products are warrantied for 1 year against manufacturer’s defect. Wood may have certain attributes by nature, including knots, unusual grain patterns, etc. These are not considered defects unless they interfere with the service of said item, and thus, aren’t covered under warranty.


Bedding:

Matched sets of bedding (box spring and mattress combinations) are warrantied to the primary customer for 1 year. Mattresses that are stained are not covered under the warranty. Please consider a mattress cover.


Damages:

Deliveries: If damages are discovered upon or after arrival, please call the Sutherland’s Service Department within 48 hours. We will expediently repair or replace the item for you.  

Pick-up Orders: If damages are discovered upon opening said item, please call the Sutherland’s Service Department within 48 hours. We will schedule a time for you to return the item for repair or replacement.  


Returns:

Please make all exchanges and returns within 7 days for stock items. Special orders require a 20% non-refundable deposit. “As Is” items are non-refundable, as are appliances, bedding, extended warranties, fabric protections, and mattress pads.    


Deliveries:

Sutherland’s Furniture has a team of delivery specialists who will provide drop-off and proper positioning of your products. We do not offer delivery and positioning for “ready-to-assemble” products. We operate with the utmost care for your interior. We ask that pre-delivery, you clear all obstacles, and measure the width of the doors, hallways, and stairs. We will always get verbal permission from you to move said item if we encounter a tight fit.

We can and will provide an accurate time frame for your delivery. However, there are elements which are beyond our control, such as road conditions and other scenarios.

Merchandise not in stock for immediate delivery will be ordered from the manufacturer with a tentative delivery date. Delivery dates are agreed to in good faith; however, they are subject to availability from the manufacturer.

If we are delayed, we will keep you informed about the delivery time changes. All changes in delivery dates are subject to stock and scheduling. If your delivery date is not arranged at the time of sale, we will contact you to arrange one. We do not set up deliveries for cash-and-carry or clearance items. 

If we arrive on an agreed-upon delivery date, and there is no one available to accept the item, we will charge for the next delivery. To reschedule a delivery date, we require 24 hour’s notice.


Delivery Payment:

Should you have a balance on your account, this must be paid at the latest upon delivery. Please discuss options with Ray, our Service Manager when he calls to set up delivery.


Pick-Ups:

If you want to pick up your item, please let us know the day before so we can make sure it’s ready for you. You may need to bring ropes and blankets to help secure it and keep it safe. Please know that damages incurred by customer transportation are not warrantied.


Storage/Layaway:

Delivery of sale merchandise or in-stock items must be taken within 2 weeks (14 days). All other merchandise can be laid away for 20% of the purchase price to be paid at time of final purchase, 50% of total value of the item paid within 3 months, and the full, non-refundable purchase price to be paid within 6 months.


If you need more information about any of our service policies, or if you would like arrange purchase and delivery of certain items, please call Sutherland’s Furniture at 519-457-2139.