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FREE SHIPPING CANADA WIDE ON ORDERS OVER $300 & CURBSIDE ALWAYS AVAILABLE Learn more
FREE SHIPPING CANADA WIDE ON ORDERS OVER $300 & CURBSIDE ALWAYS AVAILABLE Learn more

Refund policy


Covid-19 Update

 

Your browser does not support our video. Product availability is generally marked on the Product Page of our website.

While everything on our site is ready to order, we don’t have every product in our showroom. If you wish to order a product that is out of stock at Union, we need to order it from our supplier which requires a longer lead time.

Please check the dates on the product page so you are aware of the ETA (Estimated Time of Arrival). If your product does not have an ETA, please email us at serviceweb@unionltg.com for more information.

If the product is in stock at Union, it will be available in 1-3 business days to ship or be picked up

Orders with items in stock at the manufacturer will take 2-8 weeks.

Most items that are not in stock at our supplier still have specified return to stock dates on our website. Sometimes dates are not available so please contact us at serviceweb@unionltg.com for more information.

On some occasions, while fulfilling an in-stock order, we may find that an in-stock item is out of stock, damaged or defective. In this case, we will need to order a replacement. You will be notified if this situation arises.

As you have likely noticed the global supply chain has been thrown into complete disarray. Suppliers around the world continue to experience truly unprecedented production and supply chain constraints. This means that some of our products are taking longer than usual to arrive.

Returns & Cancellations 

It’s no secret that we love every item on our website – but we also understand that returns need to be made occasionally! If you didn’t find your perfect fit the first time, we’re happy to help you find a better match.

We do have restrictions on returns so we encourage you to reach out to us with any questions at serviceweb@unionltg.com before making your purchase so we can help ensure you have all the info you need.

Lighting, Furniture, Hardware and Artwork - These items incur a 50% restocking fee. The reason for this is most items will be ordered specially for you and when we return them to our supplier, we must pay a return fee.

Returnable items

● Are in their original packaging and exactly how they were shipped, including all original packaging material, original factory information, and paperwork.

● Do not have any markings on the outside of the packaging; even a slight modification to the packaging can cause the item to be damaged in transit, making the return invalid.

● Delivered within the last 7 days (or within 7 days of pickup from the store

If your item meets these requirements we will refund your purchase excluding shipping costs and restocking fee.
After 7 days and up 14 days (delivered or picked up from the store)
If your item meets our return requirements we will issue you a store credit excluding shipping costs and restocking fee.
We will not accept returns after 14 days.

Final sale 

All products that are on sale on our website cannot be returned or exchanged, except in the event of a manufacturing defect.

How to make a return

All items that meet our return policies can be returned either to our store in-person, totally free of charge, within 7 days, or by mail at the customer’s expense. 
In-person returns can be done either in the store or curbside. Curbside returns should be brought to door #4 behind our showroom 8150 Decarie Boul. You can easily access this area by turning into the back parking lot using the Royalmount entrance.
If you need any help please email us at serviceweb@unionltg.com.
If you send a product back by mail, you will be responsible for the cost of shipping. Please allow 3-5 business days from the date of receipt for us to conduct a quality review, based on our return policies, and issue a refund to your original payment method.
Once a refund has been issued, you will be notified via email. Please allow 5-7 business days for the refund to be reflected in your account.

Order changes and cancellations

In-Stock items

As soon as you place an order, our team will jump into action. Once you place your order you have 24hrs to cancel. If it is already in the shipping process we cannot cancel the order. Please email customer service as soon as possible and we will see what we are able to do.
If you order something outside of regular business hours, please email us at serviceweb@unionltg.com and we will get back to you as soon as we can regarding the cancellation.

Items Not in Stock

While everything on our site is ready to order, we don’t always have every single model and colour in our showroom. In these cases, we need to order it from our supplier which requires a longer shipping process. If a product is not in stock it will be identified on both the product and check out page. Since flexibility is our top priority, we will never mark special stock as “final sale,” even though this is typically the industry standard. We do charge a 50% restocking fee to process the return.

Once your order is placed on our site, our team will contact you within 72 business hours to give you an approximate lead time. If the date isn't to your liking or you are unsure about the product, we will reimburse you in full and/or suggest another item. Orders can be cancelled up until this point. Once you are comfortable and excited about your purchase, we will finalize the order.  After this period, any returns, modifications, or cancellations are subject to the restocking fee discussed above. For more details see our return policy above.

Delivery & Inspecting Your Merchandise

If you received an incorrect or damaged product, please contact our team within 48 hours at ​serviceweb@unionltg.com​ to let us know. Keep in mind that many of our items are handcrafted using natural materials, so it’s normal for there to be some variation in their appearance compared to the in-store model or the images online. That being said, if you do notice damage, a defect, or a missing item please let us know as soon as possible using the above contact details. Failure to notify us within 48 hours may impede your ability to submit a claim for resolution. We also cannot address claims or process returns on lighting that has been installed. Any items returned to us because of incorrect address or refusal at the delivery address, are subject to an additional delivery charge. 

Warranties

Union does not offer in-house warranties: the only warranties that apply are those issued by the manufacturer, if applicable.

Price Match

If you find a currently available lower price on a new, identical item, show us the lower price when you buy the item and we will match it.