Refund policy

Returns and Refunds

We recommend that you keep ALL original packing material for at least 15 days in case an item needs to be returned and for the length of the warranty period in case it needs to be shipped. 

You may return factory-sealed merchandise purchased from Onkyo Online, within 15 days of shipment, for a refund. Unfortunately, original shipping charges incurred cannot be refunded.

PLEASE NOTE: Products must be new, factory sealed, and show no signs of use or installation or Onkyo Online will refuse the return or charge a 20% restocking fee. 

We will accept your return as long as you pay for the return shipping and restocking fee equal to the actual shipping costs incurred to ship the product to you. These fees are charged in order to keep item prices consistently low and are based on the actual cost of shipping.

Final Sale Items - Unfortunately, we are unable to accept returns with the following exceptions:

  • Product refused due to shipping damage
  • Product is deemed DOA (dead on arrival)

Troubleshooting – Before returning your purchase, try these troubleshooting tips: 

  • Check the troubleshooting tips provided in the owner’s manual. Usually there are great suggestions from the manufacturer listed that answer frequently asked questions.
  • If you need setup help or technical assistance, please call our team of experts toll-free at 1-800-229-1687.

Before initiating a return, please follow the important guidelines listed below: 

  • Please email info@onkyo.ca so we can provide you with an RMA number. Shipping and handling to return an item is the responsibility of the customer. We recommend using an insured and track-able shipping method as we cannot be held responsible for anything lost or damaged on its way back to us. 
  • Refunds will be issued in the same manner as the original form of payment (Credit Card). 
  • Original shipping charges are non-refundable. 
  • Please note that additional fees may apply in the event of missing parts or accessories. 
  • All returns must be accompanied by the original receipt (invoice) from your purchase. 
  • Please ship your return to the address provided with your RMA number.
  • For assistance, you can reach us by email: info@onkyo.ca

Returns of Damaged Goods or Defective Product

When you receive your shipment, we request that you examine it closely prior to opening the product’s factory sealed packaging. If there is any evidence of external damage make a note of it on the bill of lading if possible and notify us by email: info@onkyo.ca. Any shortage or damage must be reported within 48 hours of delivery.

Manufacturer’s Defective merchandise will be replaced within 30 days of purchase with a comparable item upon return of the manufacturer’s defective merchandise. All defective items will be opened and inspected by Onkyo Online to verify manufacturer defects. If product is found to not be defective, it will be returned to the customer at their expense, no credit will be issued. Shipping charges will be at our expense in the case of a manufacturer’s defective item. Please unpack and inspect your shipment within 48 hours of delivery. If there are any internal shipping damages, please email: info@onkyo.ca. There are no further claims allowed for internal damage after the 48 hours of receiving your shipment. All items considered for replacement must be returned in the original packaging with all packaging materials and accessories. 

Returns to Our Warehouse 

If you live in or around the Markham, Ontario area and would like to return your item to our warehouse to avoid shipping, follow the steps below.

  • Email: info@onkyo.ca to setup a return with an RMA
  • Make sure to include all factory-packed accessories in the original box, with all UPC and barcodes intact. Incomplete returns may be subject to additional fees and possible restocking charges or refusal of the return and no refund issued.
  • Please bring a copy of the original sales receipt or invoice for faster processing 
  • Bring your package to our warehouse, using the shipping entrance at the rear of the building. 
  • Onkyo Online will open, inspect and test the item while you wait. Please allow yourself some time when returning or exchanging items. In some cases, it can take up to an hour. 
  • Our store location:
    Onkyo (Gentec International) 
    90 Royal Crest Court 
    Markham, ON 
    L3R 9X6

Shipping Your Return 

Please follow the steps below for a successful return or refund: 

  • Please email us at: info@onkyo.ca  to obtain an RMA (Return Material Authorization). Packages returned without an RMA number will be refused. Your RMA number is valid for 5 days. Shipping costs incurred, if applicable, are the responsibility of the customer and the deduction will be the equivalent to actual shipping costs incurred for that item. 
  • Make sure to include all factory-packed accessories in the original carton, with all UPC and barcodes intact (incomplete returns may be subject to additional fees or refusal of the return and no credit issued). 
  • Returned Merchandise must be packaged and shipped as you received it, with no writing on the manufacturer’s box.
  • Please choose a shipping carrier and ship your package to the following address: 
    Gentec International
    Attn: Onkyo Returns
    90 Royal Crest Court
    Markham, ON 
    L3R 9X6 

IMPORTANT: In order for us to process any refund, return or exchange we will require your original receipt or a copy of the original receipt from Onkyo Online. 

Please note that unless you have purchased a refurbished B-Stock product (will be clearly specified at the time of your purchase and on your invoice), Onkyo Online only ships brand new, factory sealed products from our store. This is done to eliminate any possibility of miscommunication when a product is being returned for a refund or exchange. For items returned in-store or shipped in, we will verify that the product meets the criteria listed above with regard to original condition and packaging. Once we have verified this, we will process your refund or exchange (shipping or delivery charges incurred are non-refundable). 

Any Questions? 

If you have any doubts or concerns about your purchase, the knowledgeable staff at Onkyo Online will be happy to help. 

Please email us: info@onkyo.ca with any questions about the item(s) you intend to purchase. These Terms and Conditions are subject to change without notice.