Studio by RFP — Returns, Cancellations & Warranty (Canada & USA)
Last updated: October 15, 2025
Studio by RFP builds each piece to order. The terms below set clear expectations while respecting non-waivable consumer protections in Canada and the United States. If any term conflicts with an applicable law that gives you greater protection, that law controls.
No legal advice. This policy explains our store terms; it does not waive any non-waivable legal rights you may have.
1) Custom / Made-to-Order — Final Sale
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All custom and made-to-order items (including custom dimensions, finishes, fabrics, COM, or configurations) are final sale and not eligible for return, exchange, or refund once fabrication has begun.
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Statutory rights preserved (Canada & USA): Nothing in this policy limits or waives your non-waivable rights under applicable consumer protection, sale-of-goods, or legal warranty laws (including, in Québec, the legal warranty of quality and durability; and in U.S. states, non-waivable implied warranty rights where applicable).
2) Order Review, Approval & Changes
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We issue an order confirmation and, where applicable, drawings/finish approvals. Your written approval authorizes us to proceed.
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Changes: Request in writing before fabrication begins. Late changes (if feasible) may affect price and lead time.
3) Cancellations
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You may cancel any time before fabrication begins for a full refund.
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Once fabrication begins, orders are non-cancellable and non-refundable, except where non-waivable cooling-off rights apply (e.g., certain door-to-door/off-premises sales). Online/phone orders generally do not carry automatic cooling-off rights in most jurisdictions.
4) Delivery, Inspection & Transit Damage
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We ship via trusted carriers.
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Visible damage at delivery: You may refuse delivery or note damage on the carrier receipt and email [email protected] with photos within 48 hours.
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Concealed damage/defects: Notify us within 14 days of delivery with photos and a description.
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Responsibility: If transit damage is reported on time, we handle the claim and provide a remedy (see §6).
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Title & risk: Title passes upon acceptance after inspection at delivery.
5) In-Stock / Ready-to-Ship Items (if offered)
If we offer non-custom, in-stock items in future (product page will say so):
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Return window: 14 days from delivery, new/unused, original packaging, and prior Return Authorization (RA).
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Costs: Return shipping is the customer’s responsibility unless otherwise required by law.
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Refunds post-inspection. Items showing wear, damage, or improper repackaging may be refused or subject to fees.
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This section does not apply to custom/made-to-order goods.
6) Remedies for Manufacturing Defects or Transit Damage
We do not offer an express (written) warranty. However, if we confirm a manufacturing defect or qualifying transit damage:
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We will repair the affected component(s) at our cost;
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If repair is not feasible, we will replace the defective component or item;
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If repair/replacement is not feasible, we will provide a refund or store credit appropriate to the circumstances (e.g., pro-rated, reflecting use).
These remedies apply in addition to any non-waivable statutory rights (see 7 and 8).
7) Your Legal Rights — Canada (by province/territory)
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All provinces/territories: Sales of goods include non-waivable implied conditions/warranties of acceptable quality/fitness (Sale of Goods legislation). Any term that purports to negate non-waivable protections is ineffective.
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Québec: You benefit from a legal warranty of quality/durability that cannot be waived.
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Consumer protection statutes (e.g., Ontario Consumer Protection Act) may grant additional rights and remedies that this policy does not limit.
8) Your Legal Rights — United States (state law)
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We offer no express warranty, and Magnuson-Moss does not require one.
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State laws may provide implied warranties (merchantability/fitness) or restrict disclaimers in consumer sales. To the extent any implied warranty cannot legally be disclaimed in your state, it remains in force. If your state allows limitations, we limit duration and scope only to the extent permitted by law.
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Where permitted, remedies may be limited to repair or replacement; if that fails of its essential purpose, other remedies available under your state law may apply.
9) Materials, Colour, Environment & Use
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Natural variation: Wood/stone/leather/fabric show natural variation in grain, figure, colour, patina; these are characteristics, not defects.
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Normal wear: Pilling, cushion compression, minor finish changes, and surface patina are normal with use.
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Environment: Indoor furniture requires typical residential conditions. Significant humidity swings or extreme temperatures can cause movement; keep RH roughly 30–60% and temperature ~16–27 °C / 60–80 °F where feasible.
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Use: “Light commercial” means office/hospitality lounge or similar (approx. 8 hours/day, 5 days/week). Misuse, abuse, accidents, improper care, third-party modifications, and COM-related issues are excluded.
10) Measurements, Access & Site Readiness
Please confirm doorways, elevators, hallways, and that rooms are ready to receive goods. Access issues are not defects and are not grounds for return.
11) Accessibility & Accommodations
We accommodate accessibility needs under the AODA (Ontario) and applicable U.S. federal/state disability laws. Contact us before delivery to arrange reasonable accommodations.
12) Cross-Border (Canada ↔ USA)
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Duties/taxes/brokerage: For cross-border deliveries, these may apply and are typically payable by the customer unless stated otherwise at checkout.
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Regulatory compliance: We comply with relevant customs, safety, and wood/finish regulations for shipped goods.
13) Force Majeure
We are not liable for delays or failure to perform caused by events beyond our reasonable control (e.g., supplier disruption, strikes, carrier capacity issues, severe weather, emergencies). We’ll communicate revised timelines promptly.
14) Dispute Resolution
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We encourage good-faith resolution. Before legal action, the parties will attempt mediation.
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Arbitration/class waivers: Because enforceability varies for consumers, we do not require binding arbitration or class-action waivers. If both parties agree in writing, disputes may be arbitrated under applicable Ontario or state arbitration rules.
15) Governing Law
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Canadian orders: Laws of the province/territory where the customer resides (and applicable federal laws).
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U.S. orders: Laws of the U.S. state where the customer resides (and applicable federal laws).
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Venue and procedures will follow the applicable jurisdiction’s consumer rules. This section does not limit any mandatory consumer protections.
16) Privacy
Personal information and any photos you provide are handled under our Privacy Policy (see site footer).
17) How to Contact / Start a Claim
Email: concierge@studio.rfpdesign.com
Address: 3161 Wharton Way, Mississauga, ON, L4X 2B7, Canada
Include your order number and photos (all sides of packaging + product; detail of issue). We typically respond within 2 business days.