Returns, Exchanges and Cancellations Policy

Policy Version: v2.0 | Effective Date: August 13th, 2025

For previous versions of this policy, please visit our Policy Old Versions page.

1. Eligibility for Returns & Exchanges

1.1 Products Eligible for Return or Exchange
Cellphones, tablets, laptops, and appliances purchased from Canadian Outlet may be returned or exchanged within 14 days of the purchase date. Returned or exchanged items must be in their original condition, unused, and include all original packaging, accessories, and proof of purchase.

1.2 Non-Returnable or Non-Exchangeable Products
Products that are damaged, altered, or missing original packaging are not eligible for return or exchange.
Consumables, software, or products with activated software are non-returnable unless there is a manufacturer’s defect.

1.3 Buyer Changed Mind (Brand New Items)

Condition of Return:
– If you change your mind and return a brand new item unopened and unused, it is eligible for a full refund minus a 3% transaction fee and shipping costs.
– If the original seal or packaging has been opened but the product remains unused, a 15% depreciation/restocking fee will be deducted from the refund amount in addition to the 3% transaction fee and shipping costs.
– Opened products that show signs of use may be subject to further deductions or may be considered non-returnable.

Return Shipping: Customers are responsible for both the original shipping and return shipping costs. Please ensure the product is properly packaged to prevent damage during transit.

1.4 Buyer Changed Mind (Certified Pre-Owned or Open Box Products)
Certified Pre-Owned (CPO) and Open Box products must be returned in the same condition as received, with all original packaging and accessories, within 14 days.
A restocking fee of up to 15% may be deducted if the product has been used or activated. This fee is at the sole discretion of Canadian Outlet based on product condition.
Return shipping costs are the customer’s responsibility unless the item is defective or not as described.
Exchanges: Defective Certified Pre-Owned or Open Box products can be exchanged for the same model, subject to availability. If unavailable, a store credit or refund will be provided.

2. Return Process

2.1 In-Store Returns
Please visit our store with the product, original packaging, and proof of purchase. Our staff will assist you with the return or exchange process.

2.2 Online or Phone Order Returns
Contact our customer service team at 647-786-4344 or email [email protected] to initiate a return or exchange. You will receive instructions for returning the item via mail or designated centers.

3. Refunds & Exchanges

Refunds will be processed to the original payment method after inspection of the returned item. Applicable fees (transaction or restocking) will be deducted.
Please allow 2 to 4 business days after processing for the refund to appear in your account.
Exchanges depend on product availability. If unavailable, a store credit or refund will be offered.

4. Warranty Information

4.1 Warranty Coverage by Product Type
Brand New: Covered by a 3-month store warranty from the purchase date. Manufacturer warranty may not apply.
Certified Pre-Owned Devices: Covered by a 3-month store warranty from the purchase date.
Open Box Products: Covered by a 3-month store warranty from the purchase date.

4.2 Warranty Terms & Conditions
The store warranty covers manufacturing defects and hardware malfunctions under normal use. It does not cover:
Physical damage, liquid damage, or accidental breakage.
Software issues, viruses, third-party apps, or unauthorized modifications.
Battery degradation from normal wear and tear.
Damage from improper use, unauthorized repairs, or modifications.

4.3 Warranty Claim Process
Contact customer service at 647-786-4344 or visit our store with proof of purchase and issue details.
Our team will assess your device and, if eligible, proceed with repair or replacement based on availability.

NOTICE TO QUEBEC CONSUMERS

Warranty of Availability of Replacement Parts, Repair Services, and Maintenance and Repair Information

Samsung Canada is aware of new repairability disclosure requirements that take effect October 5, 2025 within the meaning of the Quebec Consumer Protection Act (“warranty of availability”). We value our customers and are dedicated to providing support throughout the customer journey.
Please review the disclosures below for details on the availability of replacement parts, repair services and information on the maintenance and/or repair of goods.

Replacement Parts
Although Samsung Canada will use reasonable efforts to make replacement parts available to customers (subject to availability and applicable lead times), Samsung Canada does not guarantee the availability of replacement parts within the meaning of the warranty of availability set out in sections 39 (paragraph 3), 39.1 and 39.2 of the Quebec Consumer Protection Act.
To purchase replacement parts and tools for self-repair, please visit: samsung.com/ca/support/buy-certified-parts

Repair Services
Although Samsung Canada offers repair services for Samsung products through Samsung Authorized Service Centers located in most major urban centers (defined as a city in Canada with a population equal or greater than 50,000 individuals) across Canada, Samsung Canada does not guarantee the availability of any repair services within the meaning of the warranty of availability set out in sections 39 (paragraph 3), 39.1 and 39.2 of the Quebec Consumer Protection Act in all locations, cities, or regions in Quebec.
To find your nearest Samsung Authorized Service Center, please visit: samsung.com/ca/support/service-centre

Information for Maintenance or Repair
Although Samsung Canada provides information on the maintenance and/or repair of goods for select Samsung products (please see below for more information), Samsung Canada does not guarantee the availability of information that is necessary to maintain or repair Samsung products within the meaning of the warranty of availability set out in sections 39 (paragraph 3), 39.1 and 39.2 of the Quebec Consumer Protection.

5. Cancellation Policy

5.1 Before Shipment
To cancel an order before shipment, email [email protected] as soon as possible. Cancellations requested before shipment will not incur a transaction fee.

5.2 After Shipment
If the order has shipped and you wish to cancel, you must return the product at your own cost. A 3% transaction fee will be deducted from your refund upon receipt and inspection of the returned item.

6. Additional Warranty Options

Extended warranty plans may be available for purchase. Please inquire in-store or contact customer service for details.

7. Contact Information

For assistance or questions regarding returns, exchanges, or warranties:
Phone: 647-786-4344
Email: [email protected]

8. Policy Updates

Canadian Outlet reserves the right to update this policy. Any changes will be updated on our website.

Definitions
Unused: The product has not been used in any way and remains in the condition it was sold.
Opened: The product packaging has been opened but the product remains unused.
Activated: Device software or hardware features have been used or enabled.