Retail Policy

Cooper Brothers International

Cancellation/ Delivery/ Repair Policy

The following are non-negotiable.

Orders & Cancellation

For Custom Made products, the order has 48 Hours to be cancelled or changed. The Policy is in effect from the moment the order is placed with us. Please note that after 48 HOURS the order CAN NOT be cancelled or changed due to the manufacturing nature of custom work. If you wish to proceed with cancelling the order AFTER 48 HOURS, the charge for the order will be exchanged as store credit.

Sales item are FINAL SALE. Sales items will not be allowed exchange or refunds.

Making Changes

Once you have placed an order, and you would like to make any changes WITHIN THE PERIOD OF 48 HOURS, please e-mail us at sales@cooperbros.com.

Damaged Items

In the unlikely event that you have received a product that has been damaged in transit or is defective, Cooper Brothers is happy to set up a prompt repair. Please contact us upon receipt. In order to be eligible for scheduled repair, we ask that you notify us within 72 HOURS of receiving your product to request the necessary repair.

Shipment / Delivery

An authorized individual must be at home to await and oversee the scheduled delivery window. They must accept and inspect the delivered items, and then sign the delivery receipt. If the delivery is missed, there are no refunds. You will be responsible for the additional charges that will be applied for re-scheduled delivery services.

In the event of any imperfections noted at the time of delivery, Cooper Brothers will take the item back for repair at no cost to you.

Preparing for Furniture Delivery

Our delivery professionals are not permitted to move any furniture currently in your home, nor are they allowed to move or set up electrical equipment. Before delivery, please ensure that the space where the furniture will be stationed is free of all existing furniture and open for our delivery personnel to move around in comfortably.

It is your responsibility to ensure that the furniture items being delivered will FIT THROUGH any access points such as doorways, stairways, hallways, elevators and around corners into the desired location.

It is not our responsibility when delivery fails due to any of the reasons listed:

  • The items can not be delivered because they do not fit in to the desired space.
  • Existing furniture is taking up space and does not allow space for new furniture to be delivered.
  • The delivery is not received by an authorized person.
  • Where any electrical work is involved/required.

Warranty – 10 YEARS GUARANTEED

Cooper Brothers offers a Ten (10) Year furniture warranty protection with every custom made item. This warranty covers the following:

  • Upholstery Coverage: Genuine Leather, Bonded and Faux leather, Fabric , Wood and wood type finishes
  • Mechanism Failure
  • Defective Construction
  • Faulty joints and springs
  • Failed Stitching
  • Cracking and peeling of finish: (excluding bonded and faux leather)

The following are not covered under the Ten (10) Year furniture warranty:

  • Wear and Tear
  • Abuse and neglect
  • Physical damage from pets
  • Delivery/Transportation
  • Odors
  • Cracking and peeling of bonded and faux leather
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