Warranty & Protection

Comprehensive Mechanical Coverage and Service Protocols

01. The Oxbury Functional Guarantee

At Oxbury Warehouse, we recognize that purchasing a liquidation or open-box appliance requires a high degree of trust. To ensure your peace of mind, every appliance we sell comes with a standard functional guarantee. This warranty ensures that the mechanical components of your unit—such as compressors, heating elements, and control boards—operate according to the manufacturer's specifications at the time of installation and for the duration of the initial coverage period.

This guarantee is the cornerstone of our commitment to quality. While the exterior of a scratch-and-dent unit may show signs of its journey to our warehouse, the internal mechanics are held to a rigorous standard. If your appliance fails to perform its primary function within the stated warranty window, our dedicated service team is prepared to intervene, ensuring that your household routines are restored with minimal disruption.

03. Mechanical vs. Cosmetic Coverage

It is important to distinguish between mechanical failure and cosmetic imperfections within our warranty framework. Our protection plans are strictly focused on the functional integrity of the appliance. This includes the motor, pump, thermostat, and electronic sensors. Cosmetic issues—such as scratches, dents, or discolored trim—that were present at the time of purchase are not covered under warranty and do not qualify for service calls or part replacements.

By focusing our warranty resources on the "heart" of the machine, we are able to keep our liquidation prices low while still offering a safety net for major repairs. If a knob breaks due to a mechanical fault in the underlying switch, it is covered; however, if a door handle is scratched during a move into the home, it falls outside the scope of our protection. This clarity helps manage expectations and ensures our technicians are dispatched for critical functional repairs.

04. The 48-Hour DOA (Dead on Arrival) Policy

We provide a critical 48-hour window from the moment of delivery or pickup to report an appliance that is non-functional upon arrival. This "Dead on Arrival" policy is designed to catch shipping-related vibrations or internal shocks that may have loosened a connection during transit. If your unit does not power on or perform its basic function within this timeframe, it is given the highest priority in our service queue for immediate inspection.

Reporting a DOA issue immediately is essential for a swift resolution. In these rare cases, if our technician determines the unit suffered a catastrophic failure before it was even used, we may authorize an immediate exchange for a similar model. This policy ensures that no Oxbury customer is ever left with a non-working machine from day one, reinforcing our status as Ontario’s most reliable appliance liquidation outlet.

05. Extended Protection Plan Options

For those seeking long-term security beyond the standard warehouse warranty, Oxbury Warehouse offers Extended Protection Plans. These plans can extend your mechanical coverage for up to three or five years, depending on the appliance type. These plans are managed by our third-party insurance partners and provide comprehensive "parts and labor" coverage, often including food loss protection for refrigerators or power surge protection for sensitive electronics.

Purchasing an extended plan at the time of sale is the most cost-effective way to protect your investment. These plans move with the appliance, meaning if you sell your home, the warranty can often be transferred to the new owner, adding resale value to your property. Our sales representatives can provide a detailed brochure outlining the specific benefits and the easy "no-lemon" guarantee included in these premium protection tiers.

07. In-Home Service Area Limits

Oxbury Warehouse provides in-home warranty service within a designated radius of our London, Brampton, and Windsor locations. If you live outside our primary service zone, you may be required to pay a travel surcharge for a technician to visit your home, or you may be asked to bring smaller appliances back to the warehouse for repair. This geographical limit allows us to maintain a fast response time for our core local customer base.

Please verify your address with our service department when booking a repair. We utilize a network of certified independent contractors for remote areas, but their availability may vary. By concentrating our service efforts within our primary delivery zones, we ensure that our specialized appliance experts are available when you need them most, reducing the wait times often associated with national big-box retailers.

08. Parts Availability and Lead Times

While we strive to complete all repairs in a single visit, certain specialized parts may need to be ordered directly from the manufacturer. In these instances, the repair timeline is subject to the manufacturer’s shipping schedules. Oxbury Warehouse is not responsible for delays caused by national part shortages or logistics disruptions at the manufacturer level. We will, however, provide you with regular updates and a tracking number for your part whenever possible.

In the rare event that a part is backordered for more than 30 days, Oxbury management may review your case for a potential unit exchange. We understand that living without a primary appliance like a refrigerator or stove is a major inconvenience, and we work tirelessly with our suppliers to expedite the arrival of critical components. Our goal is to minimize your "downtime" while maintaining the highest quality of repair work.

09. Exclusions from Warranty Coverage

There are specific scenarios that fall outside of our warranty protection. These include damage caused by "Acts of God" (such as flooding or lightning strikes), commercial use of residential appliances, and damage resulting from pests or rodents. Furthermore, the warranty does not cover consumable items that are expected to wear out over time, such as water filters, light bulbs, air filters, or plastic shelving that breaks due to overloading.

Using a residential-grade washer or oven in a commercial setting (such as a laundromat or a restaurant) immediately voids all Oxbury Warehouse warranties. These units are designed for standard household duty cycles, and the excessive strain of commercial use causes mechanical wear that the warranty is not priced to cover. Please ensure your appliance is used only for its intended residential purpose to keep your coverage active and valid.

10. The Service Call Request Process

To initiate a warranty claim, customers must submit a request through our online service portal or call our dedicated warranty line. You will need to provide your original invoice number, the serial number of the unit, and a brief description of the issue. In many cases, our service coordinators can provide "over-the-phone" troubleshooting that may resolve common issues like a tripped breaker or a kinked water line, saving you the time of a scheduled visit.

Once a service call is logged, a technician will contact you within 24 to 48 hours to schedule an appointment. We ask that an adult (18+) be present at the home during the entire service window to provide access to the appliance and sign off on the completed work. Having your unit cleared of any food or laundry before the technician arrives helps ensure they can begin the diagnostic process immediately upon arrival.

11. Warranty for Refurbished Units

Refurbished units at Oxbury Warehouse undergo a multi-point inspection and a rigorous testing cycle before being certified for sale. These units come with a specialized "Refurbished Warranty," which typically covers functional parts and labor for 90 days. While this period is shorter than that of a brand-new unit, it provides ample time to verify that the refurbishment was successful and that the unit is ready for long-term household use.

We stand behind the work of our in-house technicians. If a refurbished unit fails within its 90-day window, we will prioritize the repair to ensure the unit meets the standards we promised at the time of sale. This shorter warranty window is one of the reasons refurbished units are priced so aggressively, offering the best "cost-per-use" ratio in our entire warehouse inventory for budget-conscious shoppers.

12. Third-Party Repair Prohibition

Attempting to repair an appliance yourself or hiring an unauthorized third-party technician will immediately void your Oxbury Warehouse warranty. Our warranty is contingent upon our certified experts performing the diagnostics and labor. This ensures that the repair is done safely and that only approved, compatible parts are used. We cannot guarantee the safety or functionality of a unit once an uncertified person has altered its internal wiring or components.

If you suspect a problem, please contact us first. Even if you are a "handy" homeowner, opening the cabinet of a modern high-efficiency washer or a high-voltage microwave can be dangerous and will break the chain of custody for our warranty records. Let our professionals handle the technical work so that your coverage remains intact and your home remains safe throughout the lifespan of the appliance.

13. Transferability of Warranty

Our standard Oxbury functional warranty is tied to the original purchaser and the original installation address. If you move the appliance to a new home, the warranty does not automatically transfer, as the process of moving an appliance can introduce new mechanical stresses or damage. However, if you are selling your home and leaving the appliances for the new owner, you may contact us to request a formal "Warranty Transfer" for a small administrative fee.

This transfer process involves a brief verification to ensure the unit is still at its original installation site and is functioning correctly. Providing the new homeowners with a valid Oxbury warranty is a significant selling point during a real estate transaction. It offers them the same peace of mind you enjoyed, backed by Ontario's leader in appliance liquidation and service.

14. "No Fault Found" Service Charges

If a technician is dispatched to your home and determines that the appliance is functioning perfectly (a "No Fault Found" scenario), a standard service call fee will be charged. Common examples include a dishwasher not draining because the homeowner forgot to remove the knockout plug from a new garbage disposal, or a dryer not heating because a household fuse was blown. These are external environmental issues, not appliance defects.

To avoid these charges, we highly recommend performing basic troubleshooting before requesting a service call. Check your power sources, water valves, and user manuals. Our service coordinators will walk you through a checklist over the phone to help rule out these external factors. We want to save you money and ensure our technicians are available for customers who have genuine mechanical failures requiring expert attention.

15. Use of Non-OEM Parts

Oxbury Warehouse reserves the right to use high-quality, certified aftermarket parts for repairs on certain out-of-production or liquidation models where Original Equipment Manufacturer (OEM) parts are no longer available. Any part used in our repairs is tested to meet or exceed the performance of the original component. This flexibility allows us to repair units that might otherwise be deemed "unrepairable" due to manufacturer obsolescence.

All parts used by our technicians—whether OEM or certified aftermarket—are covered under our service warranty. We prioritize the longevity and safety of the appliance above all else. If a specific part is critical to the unit's specialized features (such as a specific Samsung display panel), we will always aim for an OEM replacement to ensure the user experience remains exactly as intended by the brand.

16. Cosmetic Warranty for New-In-Box Items

Units sold as "New in Box" are the only items eligible for cosmetic damage claims, provided the damage is reported at the time of unboxing. Since these items are factory-sealed, any dent or scratch found inside is considered a manufacturer’s defect. However, once the unit is installed and the delivery team has left the premises, the opportunity to claim cosmetic damage on a "New in Box" item expires.

We encourage all customers to be present during the unboxing of their new appliances. Inspect the stainless steel finish, the glass cooktops, and the interior liners before the installers complete their work. Catching a factory defect at this stage allows us to swap the unit out immediately or arrange for a manufacturer’s cosmetic repair kit, ensuring your brand-new kitchen looks flawless from day one.

17. High-Efficiency (HE) Appliance Education

Many modern appliances—especially HE washers and dishwashers—operate differently than older models. They use less water, make different sounds, and have longer cycle times. A perceived "lack of water" or "long runtime" is often a normal characteristic of high-efficiency operation and is not a warrantable defect. We provide educational materials to help you get the most out of your modern appliances and avoid unnecessary service requests.

Using the wrong detergent (non-HE) in a modern washer can cause "suds locks" and pump errors. These issues are considered user error and are not covered under the mechanical warranty. By following the manufacturer's usage guidelines, you ensure the longevity of your machine and avoid the cost of service calls for issues that are easily preventable through proper operation and maintenance.

18. Loaner Appliance Policy

Oxbury Warehouse does not typically provide "loaner" appliances during the repair period. Because of the logistical complexity and hygiene standards involved in moving appliances, we focus our resources on completing your repair as quickly as possible in your home. For critical failures (like a primary refrigerator) where a part is on long-term backorder, management may, at their sole discretion, offer a temporary solution or an expedited exchange.

We recommend having a secondary "backup" plan for laundry or food storage during a major repair, just as you would with any other home utility service. Our technicians work efficiently to ensure your downtime is kept to a minimum, and our high "first-time fix" rate means most customers are back to their normal routines within a few days of their service appointment.

19. Warranty During Clearance Events

Items sold during "Final Clearance" or "As-Is Blowout" events may have modified warranty terms. These units are often priced at a fraction of their value to move inventory quickly. In these cases, the warranty may be limited to a 30-day functional guarantee rather than the standard one-year term. Always check the specific warranty notes on your clearance invoice, as these terms are fixed at the time of purchase.

Even on clearance items, we ensure the unit is functionally sound before it leaves our dock. The shorter warranty period simply reflects the extreme discount applied to the item. It is our way of providing the absolute lowest prices in Ontario while still offering a "startup" guarantee that ensures the appliance works when it arrives in your home.

20. Limitation of Consequential Damages

The Oxbury Warehouse warranty is limited to the repair or replacement of the appliance itself. We are not liable for any consequential or incidental damages, including but not limited to food loss, floor damage from leaks, clothing damage, or the cost of alternative services (like laundromats or eating out). Our liability is strictly capped at the purchase price of the appliance as stated on your original invoice.

We recommend that all homeowners maintain appropriate insurance coverage for their property. While our appliances are tested for safety and reliability, no mechanical device is 100% fail-proof. By purchasing from Oxbury, you acknowledge that our warranty covers the machine, not the surrounding environment or the contents within the machine. This standard industry practice allows us to continue providing deep discounts on high-end appliance technology.