Returns & Refunds
We want you to love your furniture. If something isn't right, we're committed to making it easy — clearly and without hassle.
Nora & all massage chairs
We stand behind every massage chair we sell. If you're not satisfied within 90 days of delivery, you're welcome to return it — no lengthy explanations required.
To be eligible, the chair must be:
- In good condition with no stains, damage, or signs of misuse
- Accompanied by all original components — remote control, power cord, manuals, and hardware
Items are returned to our Vancouver warehouse. Our support team will provide full instructions and coordinate everything once your return is approved.
Tables & chairs
All dining tables, chairs, and dining sets are eligible for return within 90 days of delivery, provided they meet the following conditions:
- Items are in original condition — no scratches, stains, or damage beyond normal inspection
- All components are present including hardware, assembly tools, and any included accessories
- Original packaging is retained where possible
Items are returned to our Vancouver warehouse. Our team will issue return authorization and provide full shipping instructions upon approval.
In-stock & made-to-order
In-stock sofas
In-stock modular sofas are eligible for return within 90 days of delivery. Items must be in original, undamaged condition with all components included.
Items are returned to our Vancouver warehouse. Contact our support team to begin the process and receive full return instructions.
Pre-order & made-to-order sofas
Pre-order and made-to-order sofas are crafted to your exact configuration, fabric, and finish — built specifically for you. Because of their personalized nature, all sales are final and these items are not eligible for return or exchange.
To help you order with full confidence, we offer complimentary fabric and finish swatches — request yours before placing your order and we'll send them out promptly.
Pre-order and made-to-order items are clearly marked at the time of purchase. Please review your selection carefully before confirming your order.
Manufacturing defects
If your item arrives with a manufacturing defect, please notify us within 7 days of delivery with photos and a brief description. We'll arrange an inspection and resolve it promptly — whether that's a replacement part, a repair, or a full replacement.
For full warranty coverage details by product, see our Warranty Policy
How to start a return
- Contact our support team at support@softseason.ca with your order number and reason for return
- Our team will review your request within 1–2 business days and issue a return authorization
- You'll receive complete return instructions, including the delivery address for our Vancouver warehouse
- Pack the item securely in its original packaging and ship using the method provided
- Once received and inspected, your refund will be issued within 5–10 business days to your original payment method
Changing your mind
Orders may be cancelled at no charge any time before they have been shipped. Once your order has been dispatched, it can no longer be cancelled — however, you remain eligible to initiate a return once the item is delivered, subject to the applicable return policy above.
For pre-order and made-to-order items, cancellations are accepted within 24 hours of order placement only, as production is scheduled shortly after. Please contact us as early as possible if you need to make a change.
For delivery timelines and carrier information, see our Shipping Policy
Questions about a return?
Our team is happy to walk you through the process, step by step.