Return Policy

​At Encore Auctions, we have specific conditions for returns as we are an auction company, not a retail store. Returns are possible under our return policy, which requires a completed and approved return authorization form. All sales are final once items are sold. Returns are void if items are removed from their packaging for loading and transport. Please thoroughly inspect any items you unbox during pick-up at our facility.

 

If there is a discrepancy in a listing, we offer a full replacement or money back return on all items won at our auctions, except those listed "as-is" or in our clearance auctions. 

 

Items must be returned (pending staff approval) in their original packaging and condition within 14 calendar days to qualify for a replacement. In the rare event that a replacement is not available, a full refund will be provided.

​

We will not accept any returns after the warranty date has passed, with no exceptions. We provide ample time for inspection and testing after each auction, and it is your responsibility to use this time wisely. 

 

Return Conditions:

 

- Item must be returned to us within 14 calendar days of the date of the auction. 

- The original packaging the item was sold in must be included. Returns will not be accepted without the original packaging.

- A return authorization form must be completely filled out, indicating why the item is being returned.

- Returns must be completed before the return deadline date.

- Returns must be approved by a manager.

 

If an item won at our auction has a manufacturer defect, was misrepresented in the listing, or is factory sealed but damaged or incomplete (and this was not indicated in the listing), we will exchange the item (if available) or offer a full refund if no replacement is available, provided the return is approved by our staff.

 

As a liquidation company, we do not accept returns for minor issues such as missing basic hardware (generic screws, nuts, dowels, etc.) or manuals, even if not stated missing in the listing.

 

 

 Accepted Return Coverage: 

1. Item has major damage not described or photographed on the listing at the time of sale.

2. Item has major pieces missing that are not easily replaceable, and are not described or photographed on the listing at time of sale.

3. Item has manufacture defect not described on the listing at time of sale.

4. Item was listed as the incorrect model/product.

5. Item was recalled by manufacturer.

 

Return Policy Does NOT Cover: 

1. Buyer’s Remorse (e.g., you changed your mind, do not like the colour, etc.)

2. Missing minor pieces (e.g., generic hardware, manuals, bonus software/content, etc.)

3. Open consumables/perishables (Warranty will cover if its still factory sealed)

4. Apparel (clothing, shoes, undergarments, etc). (We are unable to warranty these types of items that were tried on/used by our customers. Please come in for item preview for sizing inquiries before bidding. Please note we do not allow you to try clothing on during preview, viewing only.)

5. Not agreeing with our opinion on the condition (e.g., “Lightly used” vs “used”)

6. Any items if they are not returned with their original packaging and contents they sold with.

7. Items that were assembled and/or damaged by the customer. This includes items where the packaging is removed or discarded at the time of pickup to fit in your vehicle. 

 

TV & Large Display Disclaimer

At time of pickup, we offer our customers the ability to plug in and test high end and fragile monitors, TV's and displays. If you refuse this service, any warranty for physical damage or cosmetic issues becomes void. There will be no exceptions to this policy. 

 

Customer satisfaction is our top priority, but our staff are human and do their best to inspect and test all items with limited product knowledge. While we may make some mistakes, we are committed to making it right. We recommend emailing us at info@encoreauctions.ca as our phone lines may get extremely busy during pickup hours.