Refunds, deposits & warranties.

Intro visits

The first 45-minute conversation at the showroom (or by video) is free. There is nothing to refund.

Deposits

Work starts after you sign the proposal and pay the deposit:

• Phased design projects: 25% of the current phase.
• Small fixed-fee jobs (space plans, a few renderings, a finish board): the full fee, or 50% if the proposal says so.
• Furniture and millwork special orders: 50% to confirm the order and lock the finish lot. The balance is due on delivery or pickup — e-transfer, debit, or major credit card. HST is extra on all amounts.

Deposits are applied in full to your invoice. They are refundable only under the cancellation rules below. The deposit holds your start date on our calendar.

Cancellations & rescheduling

Showroom appointments, more than 48 hours before: no charge. Inside 48 hours, or a no-show, we may charge a $75 booking fee on the next visit.

Design work, before we start drawings or site work: we refund the deposit minus a $150 scheduling fee. If we have already reserved a start week and turned other work away, we may keep up to 25% of the deposit. We will say which applies in the refund note.

After work has started: you can end the project at any time by email. You pay for work completed up to that day, including meetings and travel already booked. If that amount is less than the deposit, we refund the difference within 14 business days. If it is more, we send an invoice for the balance, due in 14 days.

We cancel or we are more than one business day late to a booked install: you choose a new date or a full refund of everything paid for work we have not delivered.

Rescheduling a site visit once, with 48 hours’ notice, is free. After that we may charge a $75 booking fee.

Design fees — refunds

We do not refund fees for drawings, finish schedules, or documents we have already delivered.

Each proposal states how many revision rounds are included. Extra rounds are billed at $185/hour or a fixed addendum. Changing the program after you have approved a phase is new work, not a refund.

You may pause a job for up to 30 days at no extra charge. After 30 days we may need a new schedule and, if costs have changed, a revised fee. A pause longer than 90 days is treated as a cancellation of the unused phases.

If Framework Design Studio cannot finish the work (illness, conflict of interest, or a scope we are not licensed for), we refund any fees paid for work we have not delivered. You keep copies of whatever we have already issued.

Furniture, millwork & finishes — refunds

Floor-stock pieces in original condition, unused, with tags, may be returned within 7 days for a refund minus a 15% restocking fee. Delivery charges are not refunded.

A custom sofa, table, millwork run, or cut stone is a custom good. Once it is ordered, cut, or finished to a written approval (in-shop sample or signed photo), it cannot be returned for a change of mind, a colour you saw on a phone, or a finish that looks different in your lighting than it did on Church Street.

After approval:

• No refund for preferring a different fabric, sheen, or timber.
• If our install has gaps we caused, damaged edges, or a finish that does not match the signed sample, we correct it at no charge or, if we cannot make it right, we refund the labour portion and remove the piece.
• Manufacturer defects (structural failure, peeling finish within the rated years) are filed with the maker; we handle the claim and reinstall covered goods.

Opened tile, wallpaper, and cut fabric are not restockable.

Renderings and space plans

• Canceled before modeling starts: full refund minus $150.
• Canceled after modeling starts but before the first images: 50% refund.
• After the first images or plan are sent: no refund on that package. Extra views are billed only if you order them.

Workmanship warranty

Framework Design Studio warrants our installation for 12 months from the invoice date on furniture and millwork we installed: joints we caused to fail, doors that will not close on a piece we set, and finish failure on a surface we prepared.

Bring the issue to 90 Church Street South, Richmond Hill — or send photos. We inspect, and if it is our work, we repair or replace that piece at no labour cost.

What is not covered

• Wear, pets, water, moving damage, or sunlight fade after delivery.
• A different colour or fabric you chose after seeing a photo of someone else’s room.
• Contractor, plumber, electrician, or painter work you hired directly.
• City fees, surveyors, engineers, printers, and third-party trades — paid by you, not refundable through us, unless the proposal says we will pass them through at cost.
• Staging pieces returned dirty, smoked-in, or missing hardware.
• Allergies to a material you approved in writing.

How to request a refund or warranty visit

Email hello@frameworkdesignstudio.ca or call (437) 441-2974 with your invoice number, a short description, and photos of the area. We respond within two business days and book an inspection.

Approved refunds go back to the original payment method within 10 business days. We do not issue cash refunds over $200.

This policy is governed by the laws of Ontario. Nothing here limits rights you have under the Consumer Protection Act, 2002 that cannot be waived.