Returns & Refunds Policy

Warehouse-Direct Terms — Oxbury Warehouse, London, Ontario

01. Our Warehouse-Direct Model

Oxbury Warehouse sells new, open-box, scratch-and-dent and factory-refurbished appliances at liquidation prices from our warehouse in London, Ontario. Our pricing is built on high inventory turnover and deep discounts rather than retail margins, which means our return terms are firm, clearly defined and applied consistently to every customer.

We encourage you to inspect your appliance, confirm your measurements and ask our team any questions before your invoice is finalised. Our staff will gladly walk you through the condition of any unit, in person or by photo and video, so that there are no surprises after the sale.

03. All Returns Must Be Delivered to Our London Warehouse

We do not collect returns. An authorised return must be delivered by the customer, at the customer's own cost and risk, to our warehouse at 1299 Oxford Street E, London, ON N5Y 4W5 during posted business hours, together with the original Oxbury invoice and an approved Return Authorisation number.

This requirement applies to every return without exception. It exists so that our technicians can physically inspect, test and document the condition of the appliance before any refund is authorised. Appliances delivered to our loading dock without an approved Return Authorisation number will be refused.

04. Condition Requirements

To qualify for a refund, the appliance must be:

• Unused and uninstalled — never connected to electrical, water or gas service, and never operated;
• Free of any new damage beyond the cosmetic condition disclosed at the time of sale;
• Complete, with all accessories, manuals, hardware and parts as supplied; and
• In its original packaging, intact and not discarded.

Every returned appliance is inspected, tested and photographed by our technicians on arrival. Where there is evidence of use, installation, missing components or new damage, the return will be declined and the appliance returned to the customer as-is.

05. The 25% Restocking Fee

Approved returns are subject to a 25% restocking fee, calculated on the purchase price of the appliance and deducted from your refund. This fee covers inspection and functional testing, re-packaging, administration, and the reduction in value of a unit that re-enters our inventory as previously sold.

06. Non-Refundable Charges

Delivery, handling and installation charges are non-refundable. These services are performed and consumed at the time of delivery and cannot be recovered once completed. Only the purchase price of the appliance itself, less the restocking fee and any deductions set out in section 07, is refundable.

08. After 7 Days: Warranty Service, Not Refunds

Your appliance is covered by the Oxbury warranty stated on your invoice. Once the 7-day return window has closed, a mechanical fault is addressed under that warranty as a repair, not as a return or refund. Our certified technicians will diagnose the unit and repair it, and where a unit is found to be unrepairable we will arrange an exchange for a unit of comparable value.

Warranty service is requested through our service department and is subject to the full terms set out on our Warranty & Protection page, including service-area limits and exclusions. Refunds are not issued for mechanical faults reported outside the 7-day window.

09. Appliances That Cannot Be Returned

The following are final sale and are not eligible for return or refund under any circumstances:

• Any appliance that has been used, operated or installed;
• Items purchased during clearance, blowout, "as-is" or final-sale events;
• Special orders brought in specifically for a customer;
• Appliances returned without their original packaging, accessories or invoice; and
• The cosmetic condition of open-box, scratch-and-dent or factory-refurbished units, which is disclosed and accepted at the time of sale.

10. Refund Method and Timing

Refunds are issued to the original method of payment once our inspection is complete and the return has been approved. Card refunds are processed through our merchant gateway immediately on approval and typically appear on your statement within 3 to 7 business days, depending on your financial institution.

For security and auditing reasons we do not issue cash refunds at our counter. Purchases paid by cash or e-transfer are refunded by corporate cheque or return e-transfer within 7 to 10 business days of approval.

11. Return Authorisation and Proof of Purchase

No return, exchange or refund can be processed without a valid original Oxbury Warehouse invoice, which records your transaction number, the serial number of the appliance and the date of sale. A Return Authorisation number must be issued by our team before the appliance is brought to the warehouse, and must accompany the unit on arrival.

12. Payment Disputes and Chargebacks

A payment dispute or chargeback is not a substitute for the process set out in this policy, and raising one does not create a right to a refund that this policy does not grant. Where a dispute is raised in respect of an appliance that has been used, installed, kept beyond the 7-day window, or returned in a condition that fails section 04, we will respond to the card issuer or financing provider with the signed delivery or pickup receipt, the invoice, the unit serial number and our technicians' inspection records.

If you have a concern about your appliance, please contact us first at 519-930-1685. Issues raised with us directly are almost always resolved faster than those routed through a payment provider.

13. Changes to This Policy

Oxbury Warehouse may update or modify this policy at any time without prior notice. The version in effect on the date of your purchase governs your transaction.