Returns and Claims

Returns, claims and disputes policy

This policy explains how claims work at Bid Boss. It operates alongside your legal rights, never against them: nothing here reduces rights Ontario law gives a consumer.

1. Purpose

1.1 Every Lot is inspected, graded under a computed standard, photographed, and described, including named missing components, and the condition is disclosed before bidding. This policy governs claims where a delivered Lot does not match its disclosed grade or description.

2. What you can claim, by grade

2.1 New / Overstock, Grade A and Grade B items carry a claim window for major functional defects of twenty-four (24) hours from pickup or confirmed delivery, seven (7) days for accounts verified as resellers, and fourteen (14) days only under a signed reseller addendum. Grade C and Grade D items are final sale as to condition. Regardless of grade, an item that is the wrong item or materially misdescribed is always reviewable.

2.2 Grade C and Grade D: final sale. Their condition, including faults, is described before bidding and the price reflects it, so condition is not claimable.

2.3 Always reviewable, whatever the grade and whatever the window: you received the wrong item, the item is materially different from what we described, or a critical accessory the item needs to function was missing and we did not disclose it. Final sale applies to condition only; it does not apply to a Lot that was misdescribed.

2.4 Not covered: cosmetic wear consistent with the grade, packaging condition, anything we disclosed on the listing or condition card, colour or finish variations, missing generic replaceable parts that do not affect function, and completeness beyond what the listing promised.

2.5 Verified Resellers. An account whose business name and tax registration number, a Canadian business number or, for a United States business, an EIN or state sales-tax permit, we have verified is a Verified Reseller. Verification unlocks the 7-day window, which applies as a commercial term accepted by a verified business and as a condition of any claim. The tier changes the length of the window only: grade coverage, the functional-defect trigger, a refund to your original payment method and the non-refundable handling fee are the same for every account. A longer window, to a maximum of 14 days, exists only under an individual written reseller agreement.

3. How to claim

3.1 Claims must be submitted in writing within the window to support@bidbossinc.ca, with your invoice number, lot number and photos. Once your Bid Boss account is open, claims are filed from your invoice in your account. Filing within the window, with evidence, is what makes the fast process fast. The per-sale auction terms you accepted when bidding state the window that governs that sale.

3.2 While a claim is open, keep the item and do not alter, repair or resell it.

3.3 Ticket or claim. A ticket is a support request about your account, payment, pickup or shipping, handled through online support. A claim is a formal request about a Lot that does not match its grade or description, submitted under 3.1 within the claim window. Only a claim produces a refund decision, and a ticket never starts, extends, or replaces a claim window.

4. How we resolve

4.1 We review the claim against the inspection record, the condition card, the photos and your evidence, and respond. If we uphold a claim, the remedy is a replacement where one exists, or another remedy we agree with you. An upheld claim is refunded to your original payment method.

4.2 The per-Lot handling fee ($1.50, or $10 for a pallet Lot) is not refundable in any circumstance, including on a full refund, except where a refund of fees is required by law. Shipping paid on a shipped order is refunded only where the claim arises from our error.

4.3 Where a sale is cancelled because we upheld your claim, or because of our error or a wrong item, no restocking fee applies to you.

4.4 Decisions are communicated by notification. Manager review is available for exceptional cases, and every override is logged.

5. Transit damage

5.1 Risk of loss passes to you when your order is released to you at the counter or handed to the carrier, whichever occurs first. Damage or loss in transit is pursued through the carrier's claims process; Bid Boss helps you file the claim and supports it. Report it promptly with photographs and retain the packaging and its remains for inspection. An upheld claim is remedied under section 4.

6. Chargebacks

6.1 File your claim with us first: it is faster than a chargeback, and this policy is how problems are resolved.

6.2 Filing a chargeback while a claim is open, or after a remedy was provided, is a breach of your agreement with us. We contest such chargebacks with the complete evidence record: your acceptance logs, the condition card and inspection record, the photographs, the pickup or delivery record, and the claim correspondence.

6.3 Where a chargeback is filed in breach of 6.2, we may suspend or close the account, cancel pending orders, and recover from you the reversed amounts, the fees the chargeback causes, and our reasonable costs, to the maximum extent the law allows. Amounts reversed by a chargeback remain a debt until resolved.

7. Your legal rights

7.1 If you are a consumer, this policy adds a fast path on top of your statutory rights and takes none of them away. You always keep the rights, and the time to enforce them, that Ontario law provides. Business buyers are bound by the windows in section 2 as a condition of claiming.