Cancel and Return

Cancellation

1. Canceling an Order Before Shipment: If you wish to cancel your order within 24 hours of payment, please get in touch with us via email at cs.ca@costway.com and provide your order details, such as order number, recipient name, and other relevant information to ensure timely cancellation. We can stop the shipment and arrange a full refund.

2. Canceling an Order After Shipment: If you want to cancel the order after it has been shipped, we will need to contact the shipping company to attempt to recall the package. You will be charged a recall fee of C$25 per box at the same time. Please note that recalls are not always successful, so you will need to closely monitor the package's tracking information and refuse delivery if necessary. If the package is successfully recalled and returned to our warehouse, your refund will be processed within 2-3 business days.

Important Note: Changes or cancellations of an order cannot be guaranteed until you receive confirmation from our customer service team.

Refusing Delivery of a Package

If you refuse to accept the package for any reason without Costway's consent, you will be charged related fees, including but not limited to additional shipping costs and handling fees. Therefore, if you wish to cancel your order due to damaged or defective items, please take relevant photos and send them to us so that we can assist you in resolving the issue.

Faulty or Damaged Products

Upon receiving your order, please carefully inspect the products you purchased. If you find any parts are missing, faulty, damaged, or if you received the wrong item, please notify us immediately. If there is an issue with the product, we recommend that you contact our customer service team within 48 hours of delivery. For instance, if the armrest of the sofa is broken, the air conditioner is dented, or the furniture is damaged before opening, please be sure to take a photo or record a short video to illustrate the problem. Providing photos of the product, packaging, and external labels will greatly speed up our resolution process.

We recommend notifying us of any product issues within 30 days of receipt and attach the photos mentioned above. If after-sales inquiries are made after 30 days, it may be more difficult to resolve the issue.

Please note: that we will not be responsible for any repair costs if unauthorized contractors are hired for repair.

Return Policy

We hope that every product becomes the perfect addition to your home. If you find that an item doesn't meet your home decor needs, you can request a return or exchange within 30 days of delivery for local warehouse orders, or within 45 days for international warehouse orders. To ensure a smooth process for your refund or exchange, please make sure your return meets the following criteria:

The product you are returning must be:

*In brand new condition
*Not installed or assembled
*Unused
*With original tags and packaging
*Including all accessories from the original shipment

Items that Cannot be Returned or Exchanged:

*Sale items
*Customized items
*Offline purchases (items or parts not listed on our website)
*Products marked as "Non-returnable" on the product page
*Bundled discounts (unless the entire set is returned)
*Assembled or disassembled products
*Any item item beyond the return period:
- 30 days for local warehouse orders
- 45 days for international warehouse orders
If the item is damaged or defective, the above exclusions do not apply. In such cases, please take relevant photos and send them to us so we can assist in resolving the issue.

Please Note: Returned items must remain in brand new, unused condition, and must be returned in their original packaging. If you no longer have the original packaging, a repackaging fee of C$45 per item will be charged.

Items must be returned using the return label provided by Costway, and the following conditions apply:
*For defective products or those that do not match the description, the return shipping costs will be covered by Costway. Please be sure to take photos or record a video explaining the issue, and Costway will provide a prepaid return label based on the circumstances.
*For other return cases (such as buyer's remorse, order shipped before cancellation, wrong color/size/type ordered, etc.), the return shipping costs will be the customer's responsibility.
*Costway Plus+ members can enjoy free returns within 30 days of receiving the product, without paying return shipping. Please note that the order must be placed during the valid membership period. Members are allowed up to three free returns in each calendar month. Returns that exceed the monthly limit of three or are made beyond the 30-day return period will incur return shipping fees.

How to Return an Item

You can contact Costway customer service via email to explain the reason for the return and request a prepaid return label to send the item back to the Costway warehouse.
If you choose to return the item on your own, please email the return tracking number to cs.ca@costway.com.

Please send all returns to:

Costway
75 Quarterman Road,
Guelph, Ontario, N1C 0A8
778-300-1840

Please note: Costway does not cover the shipping costs for self-returns.
Once the item is returned to our warehouse, our team will inspect it. If the item is in brand new condition, we will issue a refund within 7 business days, deducting the return shipping fees (except for returns due to quality issues).

Missing Package

If you have not received your package within the expected delivery time, please email cs.ca@costway.com with your order number and tracking number. Our customer service team will assist you in checking the latest shipping status. The package may be delayed or lost for various reasons, and we will do our best to help ensure you receive your product smoothly.

Refund

When you place an order online, we authorize your credit card to ensure sufficient credit is available. Refunds can only be processed using the original payment method. Depending on your credit card provider, it may take up to 10 business days for the refund to be reflected in your account. If the original payment method is no longer available, we can issue a store voucher equal to the refund amount.