If you recently placed an order on Aosom.ca and are wondering how returns work, you are in the right place. Aosom Canada is a trusted online retailer with over 15 years of experience, serving millions of customers across the country with high-quality home, garden, and lifestyle products.
Operating under popular sub-brands such as Outsunny, HomCom, Soozier, Qaba, PawHut, Vinsetto, Kleankin, and Durhand, Aosom Canada has built a reputation for making the shopping experience as smooth as possible and that includes returns.
Aosom Canada Return Policy
Here is a simple breakdown of the key details at a glance:
| Policy Detail | What You Need to Know |
| Return Window | 30 days from date of delivery |
| Holiday Returns | Orders Nov 3–Dec 31, 2025 can return until Jan 31, 2026 |
| Return Cost (Defective) | Free — Aosom covers shipping |
| Return Cost (No Reason) | Customer pays return shipping |
| Refund Processing Time | 2–5 business days after return received |
| In-Person Returns | Not accepted at any location |
| Warranty Period | 1 year from date of purchase |
| Contact Email | customerservice@aosom.ca |
For complete official details, you can also review the Aosom Canada Return and Refund Policy on the website.
How Long Do You Have to Return an Item to Aosom Canada?
Aosom Canada offers a 30-day return window from the date of delivery for all purchases, for any reason. This means you have one full month from the day your order arrives to request a return if you change your mind, are not satisfied with the product, or simply no longer need it. Aosom Canada also runs an extended holiday return period.
Important:
- In-person returns are not accepted at any Aosom Canada location.
- All returns must be arranged through customer service and shipped back.
What Condition Must Items Be in for a Return?
To be eligible for a return, items must meet the following requirements:
- Items must be in their original packaging
- All accessories included in the original shipment must be returned
- The item must not have been modified, misused, or damaged through mishandling
Returns that do not meet these conditions may not be accepted at Aosom’s discretion.
Who Pays for Return Shipping?
Whether Aosom Canada covers the return shipping cost depends on the reason for the return.
Defective or Damaged Items
- Free return shipping.
- If your item arrives damaged or is defective, Aosom Canada will cover all return shipping costs.
- You will not be charged anything to send the item back.
Returns for Any Other Reason
- The customer pays return shipping.
- If you are returning an item because you changed your mind or simply do not want it, you are responsible for the cost of shipping it back to Aosom’s warehouse.
Aosom-Arranged Collection Service
If you prefer not to arrange shipping yourself, Aosom Canada offers a collection service for eligible items.
To qualify for collection pickup, the item must meet ALL of the following size and weight requirements:
- Longest side must be less than 100 inches
- Perimeter must be less than 150 inches
- Weight must be less than 140 pounds
You can contact Aosom customer service to arrange a collection. Please note that a collection charge will apply and will be deducted from your refund. Aosom will provide you with an exact quote when the collection is arranged.
How to Return an Item to Aosom Canada
Aosom Canada does not accept walk-in returns. Follow these steps to return an item:
- Contact Aosom customer service by emailing customerservice@aosom.ca with your order number, a description of the issue, and photos or videos if the item is defective or damaged.
- Wait for approval. Aosom will review your claim and confirm whether the return is authorized. Unauthorized returns may not be accepted.
- Repack the item in its original packaging, including all accessories.
- Ship the item back using the label provided by Aosom (for defective items) or your own shipping (for no-reason returns). Provide a tracking number to Aosom.
- Wait for your refund. Once the return is received and confirmed, allow 2 to 5 business days for the refund to be issued.
For technical support, replacement parts, or product questions, you can reach out any time.
How Long Does an Aosom Canada Refund Take?
Once Aosom receives your returned item, or once Aosom confirms that photos or videos are sufficient to process the return, please allow 2 to 5 business days for the refund to be issued.
What Is Aosom Canada’s Warranty Policy?
Aosom Canada provides a limited warranty on all products sold through its official channels, including its website and authorized retailers.
Standard Warranty Period
Unless otherwise stated, all Aosom products come with a one-year limited warranty starting from the date of purchase.
What the Warranty Covers
- Defects in materials or workmanship in all new Aosom products
- Products purchased from Aosom directly or through an authorized merchant, retailer, or official marketplace
What the Warranty Does NOT Cover
- Damage caused by misuse, accidents, abuse, neglect, or exposure to excessive heat and humidity
- Modifications to the product or use contrary to its intended purpose
- Damage caused by other equipment
- Consequential or incidental damages, including costs related to construction, setup, or assembly by a third party
- Accessories and bonus items such as batteries, cables, carry bags, or earphones
- Products purchased from unauthorized wholesalers or distributors not affiliated with Aosom
How to Make a Warranty Claim
To request warranty service, contact Aosom directly within the warranty period:
- Contact customer service at customerservice@aosom.ca
- Provide your order information and proof of purchase
- Send photos or videos of the defective product
- Aosom will verify the claim and advise on next steps
Important: Warranty claims must be submitted within the warranty period. Communications past the 30-day mark and one-year mark are not covered.
Can You Return an Item to an Aosom Canada Store?
No. Aosom Canada is currently not accepting any in-person returns at any of its locations. All returns must be arranged through customer service and sent by mail or arranged courier collection. There is no retail storefront return option available at this time.
What to Do if Your Aosom Canada Order Arrives Damaged
If your item arrives damaged or defective, here is exactly what to do.
At the Time of Delivery
- Inspect the box before signing for the delivery
- If there is visible damage, write “Package Damaged” on the delivery slip before signing
- Accept the delivery even if it is damaged, do not refuse it
After Delivery
- Do NOT throw away the box or any packaging materials, the courier needs these for a damage claim
- Take clear photos or videos of all damage to both the box and the product
- Email customerservice@aosom.ca immediately with your order number, a description of the damage, and your photos or videos attached
- Be patient Aosom must first file a claim with the courier before sending replacement parts or a replacement unit
If you want to understand delivery timelines and courier handling, you can review the Aosom Canada Shipping information before placing an order.
FAQs
If you arranged the return shipping yourself, the courier is responsible for the shipment. Always use a tracked service and keep the tracking receipt until the return is confirmed. Without delivery confirmation, Aosom may not be able to process the refund.
Returns are free only if the item is defective or damaged. For all other returns, the customer is responsible for return shipping costs. Aosom also offers a paid collection service for large items that qualify.
Generally, no. The standard return window is 30 days from delivery. After the return window closes, warranty coverage applies for defective items for up to one year.
Aosom Canada generally processes returns and refunds rather than direct exchanges. If you want a different product, return the original item first. After the refund is issued, place a new order for the replacement item.