Customers shopping on Aosom.ca often want to know what happens if an item needs to be returned. Aosom Canada provides a return program designed to make the process straightforward while protecting both the buyer and the company.
Operating in Canada since 2011 and part of the global Aosom company founded in 2009, the retailer offers thousands of products across home furniture, garden equipment, pet supplies, toys, and fitness categories through brands such as HOMCOM, Outsunny, PawHut, Soozier, Qaba, Vinsetto, Kleankin, and Durhand.
Understanding the return rules, shipping responsibilities, and refund timeline can help buyers handle returns smoothly.
Overview of the Aosom Canada Return Policy
Below is a simplified summary of the most important return policy terms.
Policy Area | Key Information |
Return period | 30 days after delivery |
Holiday return extension | Orders placed Nov 3–Dec 31, 2025 returnable until Jan 31, 2026 |
Defective item return cost | Free return shipping |
Return for other reasons | Customer pays return shipping |
Refund processing | Usually 2–5 business days |
In-person returns | Not available |
Product warranty | 1 year from purchase date |
Customer service | customerservice@aosom.ca |
For complete terms, customers can review the official Return and Refund Policy page on the Aosom Canada website.
Return Timeframe for Aosom Canada Orders
Most products purchased from Aosom Canada can be returned within 30 days of delivery. This allows customers to send an item back if it does not meet expectations, arrives damaged, or is no longer needed.
The company also provides extended returns during the holiday shopping season. Orders placed between November 3 and December 31, 2025 (excluding certain seasonal products) can be returned until January 31, 2026.
One important point to remember is that returns cannot be made in person. All returns must go through the online return process with customer service approval.
Item Condition Required for Returns
To be eligible for a return, the item must be returned in proper condition. Aosom Canada typically requires:
The product must be sent back in its original packaging
All accessories and parts must be included
The item should not show signs of misuse, alteration, or damage caused by improper handling
If these conditions are not met, the company may decline the return request.
Responsibility for Return Shipping
Who pays the shipping cost depends on the reason for returning the item.
Damaged or Defective Products
If the product arrives damaged or has a manufacturing defect, Aosom Canada covers the return shipping cost and arranges the return process.
Returns Without Product Issues
If the item is returned because the customer changed their mind or no longer wants it, the customer is responsible for return shipping fees.
Pickup Service for Large Items
For bulky products, Aosom Canada may offer a courier pickup option instead of requiring customers to ship the item themselves.
To qualify for this service, the product must meet these size limits:
Longest side under 100 inches
Total perimeter under 150 inches
Weight below 140 pounds
A collection fee will apply and will be deducted from the refund amount. Customer service will provide the exact cost when arranging the pickup.
Steps to Return a Product
Customers must follow a specific process to return an item.
Contact customer support with your order number and return request.
Wait for authorization before shipping the item back. Unauthorized returns may not be accepted.
Repack the product carefully, including all accessories and original packaging.
Ship the item using a tracking service or the label provided by Aosom.
Refund processing begins once the warehouse receives and verifies the return.
How Long Does an Aosom Canada Refund Take?
After the returned item arrives at the warehouse or after the return is approved through photo verification, Aosom typically processes refunds within 2 to 5 business days.
The exact time for the refund to appear may depend on the payment provider or bank processing times.
Aosom Canada Warranty Coverage
Most products sold by Aosom Canada include a one-year limited warranty beginning on the purchase date.
The warranty generally covers:
Manufacturing defects
Faulty materials or workmanship
Products purchased through official Aosom channels or authorized retailers
However, the warranty does not cover damage caused by misuse, accidents, modifications, or improper handling.
Warranty claims must be submitted within the warranty period, along with order details and proof of purchase.
Important Notes About Returning Products
Customers should keep a few key points in mind:
Returns must always be approved by customer service
Tracking information must be provided when shipping an item back
Original packaging should be kept until the return process is completed
Unauthorized shipments may not be accepted or refunded
Returning Products to Aosom Locations
At this time, Aosom Canada does not accept walk-in returns at any warehouse or location. All returns must be arranged online and shipped back using courier services.
What to Do If Your Package Arrives Damaged
If an item arrives damaged, it is important to take the following steps:
During delivery
Check the package for visible damage
Write “Package Damaged” on the delivery receipt before signing
After receiving the item
Keep all packaging materials
Take photos or videos showing the damage
Contact customerservice@aosom.ca with your order number and evidence
The company may need to submit a claim with the shipping courier before sending replacement parts or a replacement item.
FAQs
1. Can I cancel an Aosom Canada order instead of returning it?
Yes, orders can sometimes be cancelled before they are shipped. If the order has not yet been processed or dispatched from the warehouse, customers can contact Aosom Canada customer service to request a cancellation. Once the item has been shipped, the standard return process will apply.
2. Do I need proof of purchase to return an Aosom Canada item?
Yes, customers usually need to provide order information or proof of purchase when requesting a return. This helps Aosom verify the transaction and process the return or refund correctly. Without order details, the return request may be delayed or declined.
3. Can replacement parts be requested instead of returning the entire item?
Yes, in some situations Aosom Canada may offer replacement parts instead of requiring a full return. If a product arrives with missing or damaged components, customers can contact support and provide photos so the company can send replacement parts when available.
