Everything you Need to Know for the Holidays – Learn more. New! Discover more categories. Shop now.

Didn't find all the answers here? Search our Community Forum or email us. Provide feedback to help us improve our site.

Returns and Exchanges Policy

Holiday Update

During the holidays, any purchase made on or after November 7th 2014 can be returned until January 4th 2015. This extended holiday return policy does not apply to cellular/wireless devices or products that cannot ordinarily be returned. Your original receipt is required for any returns or exchanges. A store credit will be issued for any gift receipt returns. Please ask a Sales Consultant for more details.

To ensure quality service, returns and exchanges will not be processed in-store on November 28th, December 26th (26th & 27th for Quebec, Sudbury, Sault St. Marie, Brandford, and Atlantic stores), or online from December 24th to 27th.

You can return items purchased in-store or online to any of our retail stores. You can also return online items by mail using our online form, just select ‘Returns and Exchanges’.

Future Shop does not charge re-stocking fees. Just follow the instructions and check the table below to make sure your items are returnable.


What you'll need to process a return or exchange:


  1. The original receipts (invoices) from your purchase – for online orders, please login and get your invoice OR call us at 1-800-663-2275 for a copy.
  2. Original method of payment (If a gift card was used and was discarded, please proceed to a retail store where the refund will be processed on a new gift card. If PayPal was used, your PayPal account will be credited for the return amount. There are no fees for using PayPal. If your PayPal account is no longer active, please proceed to a store and speak to an associate or call 1-800-663-2275.)
  3. Original packaging and all items originally included by the manufacturer or Future Shop (including all manuals, accessories and gifts with purchase or other included or bonus items).
  4. Your name, address, phone number and signature. Valid government-issued photo ID may be requested to confirm this information.

IMPORTANT: In the event that a returned order has items missing, the order may be refused, or the value of the missing materials, including gifts with purchase or other included or bonus items (e.g. a gift card), may be deducted from the total credit amount.

Return period by product category

For online purchases, the return period begins on the date the items are delivered.

Returnable within 30-Days of Purchase date

Returnable within 30-Days of Purchase date – only if unopened

Returnable within 14-Days of Purchase date

Not Returnable

Items not listed in other categories or subject to the limitations set out below.

  • 3D Glasses
  • Apparel, Bedding & Linens*
  • Baby & Juvenile Products
  • Batteries
  • Beauty, Grooming & Personal Products
  • Blank Media (Digital Memory, Hard Drives, etc.)
  • Child Safety (Gates, Car Seats, etc.)
  • Cleaning Supplies & Chemicals
  • Computer Components & Upgrades
  • Fashion Apparel*
  • Fitness Accessories
  • Furniture*
  • Headphones & Earphones (all types)*
  • Hobby-Grade R/Cs
  • Jewelry (excluding earrings)
  • Major Appliances (Exchange only - see below
  • Mattresses*
  • Musical Instruments Consumables
  • Office Supplies (Paper, Writing Instruments, etc.)
  • Office Supply Consumables (Ink, Toner, etc.)
  • Pet Supplies
  • Photo Film
  • Safety Goods
  • Software & Entertainment Media
  • Wind Instruments such as Harmonicas

 

  • Air Conditioners
  • Camera Lens and Flash
  • Cell Phones and Wireless Devices** (15 days - see below***)
  • Computers, Laptops & Tablets
  • Digital Cameras & Camcorders
  • DJ & Karaoke Equipment
  • Monitors
  • Portable DVD Players
  • Printers
  • Radar Detectors
  • Seasonal Holiday Goods
  • Books, Magazines & Copyright Materials
  • Earrings
  • Food, Vitamins & Supplements
  • Pre-Paid Cards
  • Digital Downloads
  • Intimate Products
  • Open box and floor model major appliances
  • Services, Deliveries & Installations

*Apparel, fashion apparel, linens and bedding must be unused, unworn (if applicable), unlaundered and still have the original tags attached. Furniture must be unassembled and still in the original packaging. Mattresses must be unsoiled, undamaged, and show no signs of use. Headphones of any kind must be unopened due to Canadian health and safety regulations.

**If you are returning an iPhone/iPad/iPod purchased after September 20th, 2013 or that has had the software updated after September 18th, 2013, you will need to turn off the ‘Activation lock’ feature before returning the device. How to disable ‘Activation lock’.

***Future Shop adheres to the CRTC Wireless Code of conduct and the rights of the consumer. Subject to usage restrictions set by the carriers, cell phones may be returned within up to 15 days of the purchase date or up to 30 days after purchase for those who have self-identified themselves as a person with a disability. Wireless Code of Canada:
http://www.crtc.gc.ca/eng/info_sht/t13.htm

In-Store Purchases (incl. Reserve and Pick Up & In-store Web Orders)
To return or exchange an item purchased in store, you can go to any Future Shop retail store. Proceed to the Futureshop.ca counter and present your item(s) along with all the required documentation (listed above). Refunds will be processed with the original method of payment. For purchases made with a credit card, the same card used to make the purchase will be credited with the refund. The credit will be made within 5 to 7 business days of us receiving and verifying the returned merchandise. For purchases made with a gift card, if the original was discarded, a new gift card will be issued for the refund amount.

Online Orders
When you receive your package, we ask that you examine it closely prior to opening the factory sealed product packaging. If you are not satisfied with your order, you may exchange or return your product at any Future Shop retail store in Canada, even if you placed your order using PayPal. For your convenience, we also accept returns by mail for orders that were shipped directly to you. Please contact us at 1-800-663-2275 to request your Return Merchandise Authorization (RMA) number. It will take approximately 2 business days before an RMA is issued to you. IMPORTANT: Packages returned without an RMA number will be refused. Your RMA number is valid for 14 days.

Shipping and delivery charges are non-refundable; however, we will gladly refund your original shipping and delivery charge if you are returning an item because of an error on our part or we have determined that the product is defective.

Scheduled Delivery Items, Large Furniture, & Major Appliances
For information on how to return large items that required Scheduled Delivery (like TVs over 40" and major appliances), large furniture, or other special items, please contact us at 1-866-585-4494 or click on the link in your Notification email to correspond directly with our Home Delivery experts if the item will require pickup. Some items may only be cancelled prior to delivery, including without limitation: Factory-sealed Major Appliances including Washers, Dryers, Refrigerators, Ranges, Dishwashers, Freezers, Built-in Ovens & Cooktops. These items are not returnable after delivery. Major appliances purchased online may only be exchanged for the same item/model. If purchased in-store, major appliances may be exchanged in-store for another item from the same category within 30 days of date of delivery if in unused condition. Open box and floor demo major appliances are final sale and cannot be returned.

Free gifts, Included or Bonus Items, Bundles, and Fees
All products (both defective and non-defective) must be returned in their original purchase condition, with the original packing material, blank warranty cards, manuals and any other item or accessory provided by the manufacturer. If the purchase included a free gift, or an included or bonus item, to qualify for a refund, the free gift, included or bonus item must also be returned.

If you purchased an item as part of a bundle package, you may return that item separately. However, if you decide to break up that bundle by returning an item, the price of all items in the bundle reverts to what they would be if they were purchased individually. Therefore, you will receive a refund for the returned item that is less than the price you paid for it when you purchased it as part of a bundle.

If you were charged an environmental handling fee with your purchase, the fee will be refunded as well along with the cost of the item(s).

SodaStream Cylinder Exchanges
SodaStream cylinders cannot be exchanged in-store. To find out how to process an exchange for your empty cylinder(s), visit our How to exchange SodaStream cylinders Help Topic.

Mattresses
Mattresses can only be returned by calling our Customer Service line at 1-866-585-4494 and requesting a pick up. They cannot be returned in-store. The mattress must be wrapped and protected prior to arrival of the driver. When the driver is performing an exchange or return for sanitary reasons, any mattresses being returned may be refused by the delivery team if the unit(s) are deemed to be “infested” or “soiled”, posing a health risk to the delivery team.

Jewelry
The safest way to return jewelry is to ship it back to us. You can complete a return request online and we’ll email you a shipping label. Please note that earrings cannot be returned for hygienic reasons.

Product Category Examples:
Fashion Apparel – Sunglasses, Jewelry (excluding earrings), Watches, etc.
Blank Media – Items such as Digital Memory, USB Flash Drives, RAM, CD’s, DVD’s, etc.
Musical Instruments Consumables – Guitar Strings, Microphones, etc.
Beauty, Grooming & Personal Products – Electric Razors, Skin Care Products, Cosmetics, Press on Nails, etc.
Safety Goods – First Aid Equipment, Ear Plugs, Eye protection, etc.
Software & Entertainment Media – Music, Videos, Video Game Software, Computer Software, etc.
Seasonal Holiday Goods – Christmas Lighting, Halloween Costumes, Easter Decorations, etc.
Pre-Paid Cards – Future Shop and other Gift Cards, Gaming Cards, Loadable Cards, Content Cards, etc.
Intimate Products – Swim Wear, Under Garments, Earrings and other piercing goods, Sexual Health, etc.

Terms and conditions are subject to change without notice.

Return to Customer Support