Refund policy

Returns & Exchanges

At Lane & Co., we carefully curate every product in our showroom from trusted suppliers around the world. We hope you love your purchase, but if something isn't quite right, we're here to help.

Before placing your order, we encourage you to carefully review product descriptions, dimensions, and specifications, and to measure your space, doorways, stairwells, and entryways to ensure your purchase is the right fit for your home and delivery.

If you have any questions before purchasing, please contact us at hello@laneandco.ca. We're always happy to help.

 

 

What Can & Can't Be Returned

Eligible for Return

The following items may be returned provided they meet the return conditions outlined below:

  • Decorative accessories (decor)

  • In-stock runners available in our showroom

  • Plug-in lighting (excluding special-order items)

Final Sale

Unless an item arrives damaged or defective, the following items are final sale and cannot be returned or exchanged:

  • All hardwired lighting fixtures (whether installed or not)

  • All custom, made-to-order, or special-order items

  • All freight-shipped furniture, including (but not limited to) sofas, dining tables, dining chairs, accent chairs, sideboards, cabinets, beds, and furniture weighing over 15 lbs

  • Special-order rugs and runners

  • Bedding, towels, and personal hygiene products

  • Floor models

  • Clearance items

  • Any item discounted 25% or more

If you're unsure whether an item is eligible for return, please contact us before placing your order.

 

 

Return Conditions

Eligible items must:

  • Be returned within 14 days of receiving your order

  • Be unused and unassembled

  • Be in their original condition

  • Include all original packaging, tags, instructions, and inserts

  • Receive return authorization from Lane & Co. prior to being shipped back

  • Pass inspection upon arrival

Returns that do not meet these requirements may not be accepted.

Customers are responsible for return shipping on any items eligible and approved for return.

 

 

Restocking Fee

Eligible returns other than décor and accessories are subject to a 15% restocking fee, which will be deducted from your refund once the returned item has been received and inspected.

 

 

Refunds

Once your return has been received and approved, refunds will be issued to the original method of payment.

Please note:

  • Refunds may take 5–10 business days to appear, depending on your financial institution.

  • Gift receipt returns will be refunded as store credit.

  • Original shipping and delivery charges are non-refundable.


Price Adjustments

Price adjustments are available on eligible returnable items within 5 days of purchase.

Price adjustments are not available on:

  • Final sale items

  • One-day sale purchases

  • Promotions where price adjustments have been excluded

 

Order Cancellations

Orders may be cancelled within 4 hours of purchase.

After that time:

  • Orders that have already shipped cannot be cancelled.

  • Shipping charges are non-refundable.

  • If we are unable to reroute an order already in transit, customers are responsible for any shipping costs associated with receiving and returning the item.

  • Custom, made-to-order, and special-order items become final sale after 4 hours.

  • Backordered items that have not yet shipped may be cancelled without issue.

 

Return Shipping

Customers are responsible for return shipping costs.

Please note:

  • We do not provide prepaid return shipping labels.

  • Original shipping charges are non-refundable.

  • Actual freight costs are often higher than the amount charged during checkout. We recommend obtaining a shipping estimate before arranging a return.

Please contact hello@laneandco.ca for return approval before shipping your item.

Items returned without prior authorization may be refused.


Damaged or Defective Items

Please inspect your order immediately upon arrival.

Any damage or defects must be reported within 48 hours of receiving your order.

When submitting a claim, please include:

  • Close-up photos of the damage or defect

  • A photo of the entire item

  • Photos of all original packaging.

Please keep all original packaging until your claim has been reviewed.

If an item arrives visibly damaged during delivery, please refuse the shipment before unpacking whenever possible and contact hello@laneandco.ca immediately.

 

Natural Materials

Many of our products are crafted using natural materials such as wood, marble, stone, leather, and woven fibres.

Variations in colour, grain, texture, veining, knots, and other natural characteristics are part of the beauty of these materials and are not considered defects.

Similarly, some rugs and upholstered products may naturally shed or pill over time. Regular vacuuming and routine care will help maintain the product's appearance.


Warranty Limitations

Our manufacturers' warranties do not cover damage caused by:

  • Misuse

  • Neglect

  • Improper maintenance

  • Exposure to excessive sunlight

  • Extreme temperatures

  • Normal wear and tear


Holiday Return Policy

Christmas Décor

Christmas décor may be returned until December 24.

After December 24, all Christmas décor is considered final sale.

Holiday Gifts

Eligible gift purchases (excluding holiday décor) may be returned for exchange or store credit until January 7 with a receipt or gift receipt.

The following items remain final sale:

  • Large and mid-sized furniture

  • Hardwired lighting

  • Large rugs and special-order rugs/runners

  • Bedding

  • Towels

  • Personal hygiene products

  • Special-order items


Quotes

Quotes provided by Lane & Co. are valid for 30 days from the date they are issued.

However, in the event of significant pricing changes outside our control—including tariffs, duties, taxes, customs charges, supplier price increases, or other unforeseen cost increases—Lane & Co. reserves the right to modify, withdraw, or cancel a quote prior to acceptance.