Returns & cancellations

1. Custom and made-to-order pieces are final sale

Every Luzini table is manufactured to the specification you approve: product type, material, pattern, dimensions, finish and base. Because these goods are made to your personal specification and cannot be resold, they are exempt from the cancellation and return rights that apply to standard stocked merchandise under the Ontario Consumer Protection Act, 2002.

Once you have approved the final quote and drawing in writing and payment or deposit has been received, the order is confirmed and no return, exchange, refund or cancellation is available.

2. Change-of-mind window before production starts

You may cancel or amend a custom order free of charge within 24 hours of written approval, provided cutting has not begun. After that point materials are committed and the deposit is non-refundable.

If we have not started production, we will confirm in writing whether a cancellation is still possible and what portion, if any, of the amount paid can be returned.

3. Damaged, defective or non-conforming goods

Nothing in this policy limits your statutory rights. Under the Ontario Consumer Protection Act, 2002 and the Sale of Goods Act (Ontario), goods must be of acceptable quality and match the description and specification agreed.

Inspect your table on delivery. Report any transit damage, manufacturing defect or deviation from the approved specification within 48 hours of delivery, with photographs, to hello@luzini.ca. We will repair, replace or, where neither is reasonable, refund the affected item at no cost to you.

Claims arising later are handled under our ten-year structural and joinery guarantee.

4. What is not covered

Normal variation in wood grain, colour and figure; natural movement, seasonal expansion and contraction; changes in tone from sunlight; damage from misuse, moisture, heat, abrasive cleaners or improper installation; and measurements supplied by you that prove incorrect for your space.

5. Delivery

Delivery within the GTA is optional and charged at CA$100. Delivery fees are non-refundable once the delivery has been performed. Refused deliveries on confirmed custom orders remain payable in full.

6. Taxes and pricing

Prices are quoted in Canadian dollars and exclude 13% Ontario HST unless stated otherwise. Where a refund is issued, applicable tax is refunded proportionally.

7. Contact

Questions about this policy, or a claim to open? Write to hello@luzini.ca with your order number and photographs. We respond within two business days.