Return and Refund Policy

Refund Policy

 

Last Updated: September 8, 2026

At Durham Surplus, customer satisfaction is important to us. This policy explains our return, refund, cancellation, and manufacturer defect procedures for purchases made through our online store.

1. Return Eligibility & Timeframe

Eligible items may be returned within 14 calendar days from the date of delivery or local pickup.

To be eligible for a return:

  • The item must be unused.
  • The item must be in its original packaging.
  • The item must be in the same condition as received.
  • You must provide proof of purchase, such as an order confirmation or receipt.

Non-Returnable Items

The following items are not eligible for return:

  • Items explicitly marked Final Sale on the product page.
  • Perishable goods.
  • Items damaged due to customer misuse, abuse, neglect, or improper assembly.

2. How to Request a Return

To request a return:

  1. Email support@durhamsurplus.ca with your Order Number and details of the item(s) you wish to return.
  2. Our customer support team will review your request.
  3. If your return is approved, we will provide instructions for return shipping or local drop-off.

Please do not send an item back before receiving return instructions from our support team.

Return Shipping Costs

For standard returns, customers are responsible for the return shipping costs.

Durham Surplus will cover return shipping costs when the return is required because of:

  • A manufacturer defect
  • Damage that occurred during transit
  • An error in order fulfillment by Durham Surplus

3. Manufacturer Defects & Damaged Items

If you receive an item with a manufacturer defect or damage caused during transit, please contact us within 48 hours of receiving your order.

To submit a claim, email support@durhamsurplus.ca and provide:

  • Your Order Number
  • Clear photos or video showing the defect or damage
  • Photos of the product packaging
  • A photo of the delivery or shipping label

After reviewing and approving your claim, Durham Surplus will provide either:

  • A replacement at no additional cost; or
  • A full refund to your original payment method.

4. Refunds & Processing Time

Once a returned item has been received and inspected, we will notify you by email whether your refund has been approved or rejected.

Refund Processing

Approved refunds will be credited to your original payment method within 5–7 business days.

Please note that your bank, credit card issuer, or payment provider may require additional time to post the refund to your account.

Late or Missing Refunds

If 7 business days have passed since your refund was approved and you have not received it:

  1. Check your bank account or credit card statement.
  2. Contact your card issuer or payment provider.
  3. If you still need assistance, contact us at support@durhamsurplus.ca.

5. Order Cancellations

Orders may be canceled for a full refund before they are packed, shipped, or dispatched for local delivery.

Once an order is in transit or has been assigned for local delivery, it cannot be canceled. In this situation, you may follow the standard return process after receiving the item.

6. Contact Us

For questions regarding returns, refunds, cancellations, or manufacturer defect claims, please contact us:

Durham Surplus
Oshawa, Ontario, Canada
Email: support@durhamsurplus.ca
Phone: +1 (647) 987-5664
Support Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time