Refund policy

Return, Refund & Manufacturer Defect Policy

Last Updated: August 11, 2026

At Durham Surplus, we work hard to offer competitive pricing, quality products, and convenient local delivery throughout the Greater Toronto Area. Please review this policy carefully before completing your purchase.

All Sales Are Final

Unless otherwise required by applicable law, all products sold through Durham Surplus are considered FINAL SALE.

We do not offer returns, refunds, or exchanges for:

Change of mind or personal preference.
Ordering the wrong item, size, colour, model, or quantity.
Finding the product for a lower price elsewhere.
Items that are no longer wanted or needed.
Customer-caused damage.
Improper use, installation, assembly, modification, or maintenance.
Normal wear and tear.

Orders also cannot normally be cancelled once they have been processed, packed, shipped, or scheduled for delivery.

By completing your purchase, you acknowledge and agree to this policy.

Manufacturer Defective Items

If an item has a manufacturer defect that was present when you received the product, you may be eligible for a replacement, subject to review and approval by Durham Surplus.

A manufacturer defect generally refers to a defect in the product's materials, components, construction, or manufacturing that prevents the product from functioning as reasonably intended.

A manufacturer defect does not include damage caused after the product has been received, including accidental damage, misuse, improper handling, improper assembly or installation, modification, neglect, or intentional damage.

Reporting a Manufacturer Defect

Manufacturer defect claims must be reported to Durham Surplus within 48 hours of receiving the order.

To evaluate a claim, we may require:

Your order number.
Clear photos of the complete product.
Close-up photos of the suspected defect.
Photos of the product packaging.
Photos of the shipping or delivery label, where applicable.
Video showing the defect or malfunction.
Photos showing the condition of the product before or during assembly, where applicable.
Any additional information reasonably required to determine the cause of the issue.

Please keep the original product and packaging until your claim has been reviewed.

Claims submitted after the 48-hour reporting period may not qualify for a replacement, except where otherwise required by applicable law.

Claim Review

Submitting a manufacturer defect claim does not automatically guarantee a replacement.

Durham Surplus may review the information, photographs, videos, packaging, condition of the product, and other available evidence to determine whether the issue appears to be a genuine manufacturer defect.

We may request additional photographs, videos, information, or inspection of the product before making a decision.

A claim may be denied if the available evidence indicates that the problem was caused by something other than a manufacturer defect.

Conditions That Do Not Qualify

A replacement request may be denied where the product shows evidence of:

Accidental or intentional damage.
Misuse, abuse, neglect, or improper handling.
Damage occurring after delivery or pickup.
Improper installation or assembly.
Unauthorized repairs or modifications.
Failure to follow product instructions.
Normal wear and tear.
Cosmetic imperfections that do not materially affect the normal function of the product, where appropriate.
Missing components caused after the product was received.
Insufficient evidence to establish a manufacturer defect.

Durham Surplus reserves the right to reasonably assess each claim based on the circumstances and information provided.

Approved Replacements

If a manufacturer defect claim is approved, Durham Surplus may, at its discretion:

Replace the defective item with the same product; or
Provide a comparable replacement if the original product is no longer available.

Replacement products are subject to inventory availability.

Unless otherwise required by applicable law, an approved manufacturer defect claim does not entitle the customer to a cash refund.

Delivery Responsibility

Customers are responsible for:

Providing a complete and accurate delivery address.
Providing accurate contact information.
Ensuring reasonable and safe access to the delivery location.
Being available to receive large, high-value, or otherwise designated deliveries when required.
Checking the general condition of the order when it is received.

Durham Surplus is not responsible for delays or unsuccessful deliveries resulting from:

Incorrect or incomplete delivery information.
Customer unavailability.
Building, condominium, or apartment access restrictions.
Unsafe or inaccessible delivery locations.
Traffic or weather conditions.
Carrier or third-party delivery delays outside our reasonable control, where applicable.
Other circumstances outside our reasonable control.

Order Cancellation Policy

Please carefully review your order before completing checkout.

Orders may not be cancelled once they have been:

Processed.
Packed.
Shipped.
Assigned or scheduled for local delivery.

If you contact us before processing has begun, we may review a cancellation request, but cancellation is not guaranteed.

Product Availability & Pricing

Durham Surplus reserves the right to:

Limit product quantities.
Correct obvious pricing or product information errors.
Cancel orders affected by inventory errors or product unavailability.
Discontinue products.
Modify pricing or promotions without prior notice.

If we are unable to fulfill an order that has already been paid for, we will contact the customer and provide an appropriate resolution.

Contact Us

For manufacturer defect claims, order concerns, or questions regarding this policy, email is our preferred method of contact:

Durham Surplus
Oshawa, Ontario, Canada
Email: support@durhamsurplus.ca

When submitting a manufacturer defect claim, please include your order number, clear photos or videos, and a detailed description of the issue.

For matters that cannot reasonably be handled by email, you may also contact us at +1 (647) 987-5664. Telephone availability may be limited, so email is recommended for claims and policy-related inquiries.

Important Notice

By completing a purchase from Durham Surplus, you acknowledge that you have reviewed and agreed to this Return, Refund & Manufacturer Defect Policy, subject to any rights that cannot be excluded under applicable law.