Returns & Refunds Policy

Official Operational Framework for Oxbury Warehouse Ontario

01. Warehouse Liquidation Sales Model

Oxbury Warehouse operates as a premier liquidation and open-box outlet, offering high-end appliances at significantly reduced prices compared to traditional retail. Because our business model relies on high-volume inventory turnover and deep discounts, our return policies are designed to be firm and transparent. Every customer who purchases from our London or Brampton locations acknowledges that they are entering into a warehouse-direct transaction which differs from standard retail return flexibility.

By maintaining this strict policy, we are able to bypass the massive overhead costs that traditional big-box stores build into their pricing. We do not accept returns based on "buyer’s remorse" or a change in personal preference once the transaction is complete. We encourage every visitor to our showrooms to take the time to inspect their chosen units thoroughly, ensuring the appliance meets both their aesthetic and functional requirements before the invoice is finalized.

03. The Mandatory 25% Restocking Fee

In the event that a return is authorized for size issues, preference, or other non-mechanical reasons, a mandatory 25% restocking fee will apply. This fee is deducted from the refund amount to cover the labor, administrative processing, and technical re-inspection required to place the unit back into our inventory for resale.

Furthermore, please be advised that delivery and handling fees are non-refundable. These costs are consumed at the point of service and cannot be recovered. If you require Oxbury to provide transportation for the return of the unit, a separate pickup fee will be charged in addition to the applied restocking percentage.

04. Final Sale Status for Open-Box Units

The vast majority of our inventory consists of open-box, scratch-and-dent, or floor model appliances that are sold with significant price reductions. Consequently, these items are classified as "Final Sale" from the moment the payment is processed. We do not offer refunds or exchanges for these units if the customer simply decides they no longer want the item or if it does not match the color palette of their newly renovated kitchen space outside of the 7-day approved window.

This policy is a standard industry practice for liquidation assets and is essential for us to continue providing the lowest prices in Ontario. When you purchase an open-box unit, you are accepting the item in its current physical state, including any cosmetic imperfections that were disclosed at the time of sale. We provide high-resolution descriptions and in-person viewing opportunities to ensure there are no surprises regarding the condition of your appliance upon delivery.

05. Criteria for Authorized Return Requests

For a return to even be considered by our management team, the appliance must be in the exact condition in which it was delivered or picked up. This means the unit must not have been installed, connected to any water or gas lines, or used for any household tasks. If there is any evidence of installation (such as scratches on connection valves or removed protective films), the return request will be automatically denied to protect the integrity of our inventory for future customers.

Furthermore, all original documentation, manuals, and accessories that were included with the unit must be present and undamaged. If the item was originally sold as "New in Box," the box must be intact and not torn or discarded. We maintain a strict inspection protocol for every return request, and our warehouse technicians will verify the condition of the internal components before any funds are authorized for release back to the customer's original payment method.

06. Mechanical Defect Protocol

If an appliance is found to be mechanically defective upon its first use, we follow a strict "Repair First" protocol rather than an immediate refund. Our priority is to ensure you have a working appliance as quickly as possible, and most mechanical issues can be resolved by our certified on-site technicians. In the event of a defect, customers must contact our service department within 48 hours to schedule an inspection and a subsequent repair attempt.

If our technician determines that the unit is "unrepairable" due to a catastrophic factory fault, Oxbury Warehouse will then initiate an exchange for a unit of equal value. We do not issue cash or credit card refunds for defective units unless we are unable to provide a functional replacement of the same or similar specifications. This ensures that the customer receives the product they originally intended to purchase while allowing us to manage our technical assets effectively.

08. Order Cancellation Before Dispatch

If you need to cancel an order that has not yet left our warehouse, you may do so; however, a 5% administrative processing fee will be applied. This fee covers the credit card processing charges that we incur during the initial transaction and the labor involved in pulling and staging your appliance for delivery. Once an item has been loaded onto a truck for dispatch, the order can no longer be cancelled without incurring the full 25% restocking fee.

09. Refunds for Cash and E-Transfer Payments

For security and auditing purposes, we do not issue cash refunds at our showroom counters. If you paid for your appliance via cash or E-transfer and a refund is authorized, the refund will be issued via a corporate check or a return E-transfer within 7 to 10 business days. This allows our accounting department to verify the original transaction and ensure that all internal financial controls are followed before the funds are released.

10. Credit Card Refund Timelines

Authorized refunds to a credit or debit card are processed through our merchant gateway immediately upon approval. However, please be aware that the time it takes for the funds to appear on your statement is entirely dependent on your financial institution. Typically, this process takes between 3 to 7 business days, though some banks may take longer to reconcile the transaction and update your available balance.

11. Incompatibility and Fitment Issues

It is the customer's absolute responsibility to ensure that the appliance fits in the designated space and through all entryways of the home. If a delivery is attempted and the unit does not fit, this does not qualify the customer for a full refund. The situation will be treated as a failed delivery attempt, and the standard 25% restocking fee will apply if the customer chooses to return the item rather than exchanging it for a smaller model.

12. Special Order Items

Occasionally, Oxbury Warehouse may facilitate a "Special Order" for a specific model not currently in our local inventory. These special orders are 100% non-refundable and cannot be cancelled once the order has been placed with the manufacturer or supplier. These items are brought in specifically for you and cannot be easily integrated back into our standard warehouse liquidation stock.

13. Store Credit as a Refund Alternative

In certain scenarios where a cash or card refund may not be possible, management may offer Store Credit. Store credits are valid for 12 months from the date of issuance and can be used at any of our Ontario locations toward the purchase of any in-stock appliance. If you choose a store credit, the 25% restocking fee may be reduced to 15% at management’s discretion.

14. Proof of Purchase Requirements

No return, exchange, or warranty claim can be processed without a valid, original Oxbury Warehouse invoice. This document contains your unique transaction ID, the serial number of the appliance, and the date of sale, all of which are critical for our tracking systems.

15. Return Merchandise Authorization (RMA)

Before any item is physically brought back to our warehouse for a return, the customer must receive a Return Merchandise Authorization (RMA) number. Any appliance that arrives at our loading docks without an RMA number will be refused and sent back with the carrier at the customer's expense.

16. Condition of Refurbished Units

Refurbished units are strictly final sale and cannot be returned for cosmetic reasons, as imperfections are expected as part of the refurbishment process. However, they are still covered under our functional warranty. If a refurbished unit fails mechanically, we will repair it, but we will not issue a refund once it has been used.

17. Promotional and Bundle Returns

If you purchased an appliance as part of a promotional bundle, any authorized return of a single item will result in the forfeiture of the bundle discount. The refund amount will be calculated by deducting the full retail price of the item you are keeping from the total bundle price paid.

18. Seasonal and Clearance Events

Items purchased during specific "Clearance," "Blowout," or "Holiday Sales" events are strictly non-returnable and non-exchangeable under any circumstances. These items will be clearly marked on your invoice as "Clearance - Final Sale."

19. Responsibility for Data on Smart Appliances

It is the customer's responsibility to wipe all personal data and disconnect accounts before a unit is returned. Oxbury Warehouse is not responsible for any personal information or login credentials left on the device's internal memory after collection.

20. Right to Update Policies

Oxbury Warehouse reserves the right to update or modify these Returns & Refunds policies at any time without prior notice. The version in effect at the time of your purchase will govern your transaction.