Refund policy

Appliance Warranty and Refund Policy

These terms explain the warranties offered with appliances sold by The Home Store. The warranty applicable to a particular appliance depends on its condition, brand, and the warranty information recorded at the time of sale. Please keep your receipt or invoice and any written warranty information provided with your appliance.

1. Warranty periods and providers

- Used appliances: The Home Store provides a limited warranty for three (3) months from the date of purchase.
- Open-box appliances: The Home Store provides a limited warranty for one (1) year from the date of purchase.
- Eligible new or open-box LG appliances: These include a one (1) year manufacturer warranty, subject to LG's terms and eligibility requirements. The manufacturer warranty is provided by LG, not by The Home Store. Please refer to the product's documentation and your sales record for its applicable warranty.
- Other new appliances: The applicable manufacturer warranty, if any, is the warranty specified for that product in its documentation and sales record. Warranty periods and coverage may vary by manufacturer and model.

If an eligible LG appliance is also open-box, the LG manufacturer warranty may apply if the product is eligible, and The Home Store's one-year open-box warranty also applies. These warranties run concurrently; they do not automatically create two consecutive years of coverage. Where more than one warranty applies to a claim, we will explain the available service options.

2. Optional additional one-year warranty

Customers purchasing an open-box appliance or an eligible new or open-box LG appliance may choose to purchase one (1) additional year of warranty from The Home Store for CAD $149, plus applicable tax. This optional warranty must be selected and recorded at the time of sale. It is charged only once if the appliance is both LG and open-box.

The additional year begins when the applicable initial one-year warranty period ends. Where both the LG manufacturer warranty and The Home Store open-box warranty apply, the additional year begins after that initial one-year period, rather than after both warranties separately.

The optional additional year is not included with used appliances under this policy.

3. What The Home Store warranty covers

During an applicable The Home Store warranty period, the warranty covers functional defects in appliance parts or components that arise under normal use. It does not cover cosmetic condition or damage that does not affect the appliance's function.

The Home Store will assess a reported problem and, where the claim is covered, arrange an appropriate repair, compatible exchange, or refund under the terms below. A manufacturer warranty is governed by the manufacturer's own terms.

4. Exclusions

The Home Store warranty does not cover:
- Cosmetic marks or defects, including scratches, dents, and other non-functional blemishes.
- Damage caused by improper installation, misuse, abuse, accidents, or unauthorized modifications.
- Damage caused by lightning, flooding, fire, or other natural disasters.
- Consumable items, including filters, bulbs, and batteries.

5. How to make a warranty claim

Contact The Home Store at 613-224-2484 or info@thehomestore.ca and provide your name, invoice or order number, appliance model, and a description of the problem. We may request photos or other information to assess the claim.

For a manufacturer warranty claim, the manufacturer's claim procedures and terms also apply. Please contact us if you need help identifying the applicable warranty provider.

6. Warranty service

For a covered claim under a The Home Store warranty:
- If the appliance can be repaired, we will arrange for a technician to inspect and repair the covered problem at no additional charge to the customer.
- Where an appropriate repair cannot be completed, we may offer an exchange for a compatible appliance.
- If we cannot provide a compatible replacement, we will refund the original purchase price of the appliance, excluding shipping or delivery fees, subject to applicable law.

A customer who chooses to return an appliance instead of proceeding with an available covered repair or compatible exchange is responsible for return costs. The Home Store may be able to arrange that return for a $90 fee. This fee does not limit any remedy the customer is entitled to by law.

7. Return and delivery costs

Unless applicable law requires otherwise, customers are responsible for the cost of returning an appliance to our store, including shipping or delivery charges. Customers arranging their own return should package and transport the appliance securely.

For a covered warranty exchange outside a 35 km radius of our store, The Home Store will cover up to $90 of the exchange delivery fee. The customer is responsible for any amount above $90. If the customer chooses to return the appliance instead, the applicable return delivery costs are the customer's responsibility, subject to applicable law.

8. Service visit for misuse

If a technician determines that the reported problem was caused by misuse and is therefore not covered by The Home Store warranty, an $80 technician visit fee applies when the visit occurs more than two weeks after the customer receives the appliance. This misuse visit fee does not apply during the first two weeks after receipt.

9. Transfer of The Home Store warranty

The Home Store warranties described in this policy apply to the original purchaser and are not transferable. Any LG or other manufacturer warranty is subject to that manufacturer's own transfer rules.

10. Other rights

This policy does not limit any rights or remedies a customer has under applicable consumer protection or sale of goods law. If a legal requirement conflicts with a term above, the legal requirement applies.