Returns & Refunds

Changed your mind about a purchase? Under the Gadget Canada return policy, you can return new and used items within 30 days from delivery. New items must be unused and in their original packaging, and used items must come back in the same condition you received them. Defective products are handled separately under our warranty. This page explains what qualifies, how to start a return and how refunds work.

Gadget Canada return policy summary

• Return window: 30 days from the date your order is delivered, for both new and used items.
• New items: unused, in the original packaging, with everything that came in the box.
• Used items: in the same condition you received them, with everything that was included.
• Defective items: handled under our warranty rather than as a standard return: a 1-year limited warranty for new items and a 90-day limited warranty for used items.
• Refunds: issued to your original payment card once we’ve received and inspected the return.

New items: what counts as unused?

An unused new item hasn’t been set up, activated, installed, worn or paired, and shows no signs of use. It should come back in its original packaging with all accessories, cables, manuals and inserts. Here’s what that means for different products:

• Phones and tablets: not activated or set up with an account. Confirm carrier compatibility before you open and activate a phone.
• Earbuds and headphones: not worn. Because these products go in or on your ears, new audio products can only be returned unused.
• Smartwatches and bands: not worn or paired with a phone.
• TVs and large appliances: not mounted, installed, connected to water or power, or used. Keep the original box and packing materials until you’re sure you’re keeping the item.

Used items: returning in the same condition

The unused rule applies to new items. For a used device, what matters is that it comes back in the same condition it was in when it reached you. Before you send it back, please check that:

• There’s no new wear or damage: no new scratches, scuffs, dents, cracks or liquid damage beyond what its grade and listing notes described.
• Everything is included: the charging cable and anything else the listing included, such as the original box, a strap or a remote.
• Your accounts are removed: back up anything you’ve added, sign out of your accounts, turn off device locks and remove SIM and memory cards, so the device can be inspected.

When a used return arrives, we check it against the condition described on its listing. For a reminder of what each grade means, see how we grade and inspect used devices.

How to start a return

1. Email us within 30 days from delivery. Write to support@gadgetcanada.ca with your order number, the item you want to return and a short reason.
2. Wait for your return instructions. We reply within 1 business day with the return address and next steps. Please don’t send items back before you hear from us, as unannounced returns can be delayed.
3. Pack the item securely. Place the product in its original packaging, then put that inside a sturdy shipping box. Avoid writing on or taping labels directly to the product box.
4. Ship it and keep your receipt. We recommend a trackable shipping method, and keep the tracking number until your refund is complete.
5. We inspect and refund. Once your return arrives and meets the conditions above, we process your refund and confirm it by email.

Return shipping

Return shipping arrangements, including any costs, are confirmed in the instructions we send when you start your return. If you have questions about returning a large item such as a TV or refrigerator, email us before you pack it so we can plan the return with you.

Refunds

Approved refunds go back to the card you paid with and cover the item price plus the sales tax charged on it. We’ll email you when the refund has been processed. Your bank or card issuer may take a few business days to show the credit on your statement.

A new item that comes back used, damaged or incomplete, or a used item that comes back with new damage or missing items, doesn’t meet the return conditions. If that happens, we’ll contact you to explain what we found and discuss your options.

Exchanges

Want a different colour, model or grade? The quickest way is to return the item for a refund under the conditions above and place a new order for the product you want. That way, your new order doesn’t have to wait for the return to arrive.

Defective, damaged or incorrect items

• Defective: if a product doesn’t work properly because of a defect, it’s handled under our warranty: 1 year for new items and 90 days for used items. See the warranty page for how to make a claim.
• Damaged in transit: if your parcel arrives damaged, email us promptly with your order number and photos of the box and product.
• Wrong item: if you received something you didn’t order, email us before opening or using it, and we’ll arrange next steps.

Tips to avoid a return

• For phones, confirm network compatibility with Bell, Rogers, TELUS, Freedom, Videotron or your carrier before you buy. Our used phones are sold unlocked, but unlocked doesn’t guarantee that a phone supports your carrier’s network.
• For used items, read the grade, cosmetic notes, battery health and included items on the listing before you order.
• For TVs and large appliances, check dimensions, doorways and electrical requirements before ordering.
• For wearables and audio, check the product page for supported phones.
• Not sure? Ask our team before you order. We’re happy to help you check the details.