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Returns & Exchanges

Our Promise to You

We strive to provide a positive experience with every purchase. If you’re not satisfied, we’ll do our best to make things right!

A Note on COVID-19

Unless your province has specific mandates in place, our regular return policy stands. To keep everyone safe, accepted returns are stored for 48 hours before handling. But don’t worry, refunds will be processed at the time items are brought back.

To our customers in Ontario, to account for the province-wide lockdown, we've extended our return deadline to 30 days following the reopening of our stores.

Items Eligible for Return or Exchange

 We’ll accept returns and exchanges of items if: 

  • Items are unused, unlaundered, undamaged, and in their original packaging 
  • Purchase was made within allotted timeframe (see details for online and in store below)
  • Valid proof of purchase is provided (see details below)

Exceptions Include:

  • Items 50% off the original price are eligible for exchange only
  • Items priced over 50% off are final sale
  • Sales are final for all Clearance and Super Deal (product pricing ending in $0.97) items
  • For health reasons, sales are also final for: face masks; duvets; pillows; mattress toppers; and protectors
  • Price-matching is not available for prices shown during the Black Friday, Cyber Monday or Boxing Week Events 
  • QE Home Gift Cards are final sale
Proof of Purchase for Eligible Items

To return or exchange items, you’ll need to provide one of the following: 

  • Original paper receipt
  • Gift receipt
  • Email confirmation receipt
  • Packing list receipt

E-commerce Returns & Exchanges

First step, get in touch with our customer care team! They’ll ensure the return or exchange of your online purchase goes smoothly. If you picked up your online order from a store, simply follow the instructions in the “Store Returns & Exchanges” section below.

E-commerce Returns or Exchanges by Mail

  • You may return or exchange items in their original packaging by mail for 30 days from the time you received your online purchase.
  • Please get in touch with our customer care team for shipping instructions. 

E-commerce Returns or Exchanges in Stores

  • You may return or exchange items in their original packaging in stores for 30 days from the time you received your online purchase. 
  • Please ensure you have your email confirmation receipt on hand when returning your online purchase in-stores.
  • If you can’t find your electronic receipt, please contact our customer care team prior to visiting a QE Home location, and they’ll be happy to send you a new copy!

Store Returns & Exchanges

For eligible purchases made in store and online orders, you have 30 days from the time you picked up or received your item(s) to exchange, refund, or request a price adjustment. 

If your purchase meets these guidelines, simply visit your favourite location and bring your receipt and unused items in their original packaging! 

Additional Information

Refund Processing 

If items are eligible for return, refunds will be provided: 

  • In the same format as your original payment. The refund transaction will appear on your credit or debit card statement during the next billing cycle. 

Refunds won’t be provided for: 

  • Shipping costs, including costs associated with shipping returned or exchanged items. 

Shipping Damage

Manufacturer’s Defects

Third Party Marketplace Purchases

 

  • If you purchased your items from a third-party marketplace, you can't return or exchange your products with us. You'll need to contact the seller directly for returns or questions about your order.
  • However, we're always happy to answer questions about our products themselves. Feel free to get in touch with our customer care team!
  • Note, if you purchased your items from our official Amazon store, you can return your products with us provided they qualify for return or exchange.