🛡️ Our Return Commitment

At EX-STOCK, we are committed to providing a safe, transparent, and customer-focused shopping experience. Our return policy is designed to protect customers while ensuring a fair and efficient resolution process.

• ✅ 90-Day Return Policy on Eligible Products
• ✅ 7-Day Issue Reporting Period
• ✅ Verified Suppliers & Retail Partners
• ✅ Secure Payment Protection
• ✅ Marketplace Buyer Protection
• ✅ Dedicated Customer Support

🏪 Marketplace Transparency

EX-STOCK operates as an online marketplace working with verified suppliers, distributors, manufacturers, and retail partners across Canada, the United States, the United Kingdom, Europe, and other supported regions.

Because products may be fulfilled by different suppliers or retailers, shipping times, return eligibility, and warranty coverage may vary by product.

The applicable fulfillment and return policy will always be displayed on the product page when required.

🤝 Marketplace Items & Partner Retailers

• EX-STOCK Fulfilled Orders follow our standard return policy and support process.
• Partner Fulfilled Orders may follow the policy of the retailer, supplier, or brand responsible for fulfillment.

Regardless of who fulfills your order, EX-STOCK Customer Service remains your primary point of contact and will assist you throughout the process.

🚚 Delivery & Quality Support

• 📦 Delivery issues will be investigated and resolved appropriately.
• 🔄 Eligible quality issues may qualify for replacement, refund, or store credit.
• 💵 $5 CAD Store Credit for qualifying delivery delays exceeding one week.
• 📭 Orders not delivered within 45 days may qualify for a full refund after investigation.
• 📋 Lost shipments may qualify for replacement, refund, or store credit.

Learn More About Our Commitments

We offer a 90-Day Return Policy on eligible products unless otherwise specified on the product page.

Damaged, defective, missing, incorrect, or quality-related issues must be reported within 7 days of delivery.

Depending on the product, issue reported, supplier requirements, and item value, EX-STOCK may offer:

• ✅ Replacement
• ✅ Refund
• ✅ Store Credit
• ✅ Prepaid Return Label
• ✅ Refund Without Return (selected cases)

Eligible size or color issues may qualify for exchange depending on product availability and supplier policy.

Please contact us within 7 days of delivery.

For selected low-value items, EX-STOCK may offer a refund or store credit without requiring the item to be returned.

Eligibility is determined based on product value, category, and the nature of the issue reported.

Customers may choose store credit instead of a refund when available.

Selected store credit offers may include bonus value for future purchases.

• Gift Cards
• Personalized Products
• Perishable Goods
• Flowers & Plants
• Hazardous Materials
• Flammable Liquids & Gases
• Personal Care Products Restricted by Health Regulations
• Final Sale Items
• Liquidation Products
• Auction Products
• Special Order Quantity Items

1. Ensure the item remains in original condition.
2. Submit your request through our return portal.
3. Upload photos or videos showing the issue.
4. Wait for approval before returning any item.

Start Return Request

• Return requests are reviewed by our support team.
• Approved returns receive detailed instructions.
• Refunds are generally processed within 7–10 business days after inspection.
• Financial institutions may require additional processing time.

  We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
  
  To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  
  To start a return, you can contact us at sales@ex-stock.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
  
  If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  
  You can always contact us for any return question at sales@ex-stock.com.
  

  
  

  Damages and issues
  Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

  
  

  Exceptions / non-returnable items
  Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
  
  Unfortunately, we cannot accept returns on sale items or gift cards.

  
  

  Exchanges
  The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

  
  

  European Union 14 day cooling off period
  Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

  
  

  Refunds
  We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
  If more than 15 business days have passed since we’ve approved your return, please contact us at sales@ex-stock.com.

Eligible EU customers may cancel or return orders within 14 days in accordance with applicable consumer protection regulations.

📞 Contact EX-STOCK Support

EX-STOCK Marketplace
Ottawa, Ontario, Canada

📧 sales@ex-stock.com
📧 returns@ex-stock.com
📞 613-909-1313