Our goal at Lakehouse is to have the highest quality brands, the happiest customers, and in a perfect world…no returns! Well, we know it’s not a perfect world but we're very proud to have few exchanges and returns. Please let us know if there is anything we can do to help you minimize exchanges or returns. We’re here to help.
To start the process: For items purchased on our webstore that need to be shipped back to us, provided that you have the original sales receipt or a gift receipt, please notify us via email at [email protected] within 7 days of your purchase to commence the process. We’ll provide you with a Returns Authorization (RA) Form to include with your returns.
Some items are not returnable: Custom orders and special orders are not returnable. We also can't accept returns or exchanges on gift cards, sale items, food, furniture or items which have been used. Also, we can’t accept returns that are missing the original packaging or if the packaging is damaged to the extent that we’re unable to resell the item.
Return shipping: Costs associated with return shipping are at the expense of the purchaser. We advise you to purchase insurance and to carefully re-pack in the same manner that you received your item. Please ensure that Returns are sent to the correct Lakehouse address. If the merchandise was delivered originally with Free Shipping then an estimate as to the equivalent amount of the original shipping costs is deducted from the amount of your refund or store credit. Original shipping costs are not refunded and we may apply a re-stocking fee, when applicable.
Your refund: Once the merchandise is received at our correct address and passes inspection, we’ll issue a store credit or refund. Refunds are only given back in the original tender used. If this is not an option, then store credit will be issued or a gift card will be mailed to you.
Exchanges: If an item is to be exchanged and the same or similar item is not available then a store credit or gift card will be issued.
In-store Returns: Merchandise returned in person to our Lakehouse store in Kelowna are subject to the same policies as above with the exception that merchandise can be returned or exchanged within 30 days of purchase, or can be exchanged in-store within 90 days of purchase with a gift receipt and/or the original sales receipt. In the event a suitable exchange item isn't available we'll provide a gift card or store credit.
Damage Claims: Must be made within 3 days of receiving your delivery. Please follow the same procedures and policies as noted above starting with emailing [email protected]. If you see that your shipment is damaged please Contact Us via telephone prior to unpacking. To assist in assessing the extent and cause of the damage please take digital pictures of your damaged shipment. It’s helpful to include photos of a damaged shipping box, if any, and also photos of the unpacking process. Photos help expedite the claim process.
Warranty Claims: Many products include a manufacturer’s warranty. We kindly ask that you first contact the manufacturer as in most cases they prefer to work directly with the purchaser. This is the most efficient solution for you. If an item must be returned to Lakehouse at the advice of the manufacturer, please ensure that the item is clean, has all of the original accessories, as well as the original packaging and sales receipt. If you need to ship your item back to us, please follow the same procedures as a described above for 'Returns' starting with an email to [email protected]. Claims may take up to 10 days to process after receipt. Claims that qualify will be repaired or replaced with an equivalent. If an equivalent product is not available then an in-store credit will be issued.