Returns and Refunds Policy

At City Pallets Wholesale Liquidations, we understand that purchasing liquidation pallets, power tools, electronics, and wholesale merchandise requires informed decisions. We aim to provide accurate product descriptions, clear condition grading, and a fair return process.

If an eligible purchase does not meet your expectations, you may request a return within our 30-day return window, subject to the conditions outlined below. If your order arrives damaged, incorrect, or materially different from its listing, contact us so we can investigate and determine an appropriate resolution.

1. Overview

We offer a 30-day return policy for eligible purchases made through our website, by phone, or through an authorized sales channel.

The return period begins on the date your order is delivered or, for local pickup orders, the date you collect it.

To qualify for a standard return, the request must be submitted within 30 calendar days. Eligible merchandise must be returned in its original received condition, with all items and accessories included. Products must not have been used, resold, altered, or damaged after delivery. Opening a pallet for inspection does not automatically disqualify a return, but the complete pallet and its contents must be returned.

Certain products, including specifically disclosed final-sale and custom orders, may be excluded as explained in Section 7. These exclusions will be identified before purchase where applicable.

Nothing in this policy limits any rights customers may have under applicable consumer protection laws.

2. What Is Covered by the Return Policy?

2.1 Standard Returns

You may request a return within 30 calendar days for an eligible purchase, including when you change your mind or determine that the merchandise is not suitable for your resale business.

To qualify:

• Submit your return request within 30 calendar days of delivery or pickup.

• Obtain return authorization and follow the instructions provided by our team.

• Return the merchandise with all items, accessories, and included documentation.

• Ensure the merchandise has not been used, resold, altered, or damaged after receipt.

• Return the complete pallet or lot unless our team authorizes a partial return.

All returns are subject to inspection and approval under this policy.

2.2 Incorrect Listings, Manifest Errors, and Condition Misgrading

If your order materially differs from its listing or manifest, contact us within 30 calendar days of delivery or pickup.

Covered issues may include:

• Manifest discrepancies: Material differences in listed products, quantities, or descriptions.

• Condition misgrading: Items described as “New in Box” or “Like New” that materially fail to match the stated condition.

• Incorrect shipments: Receiving a different pallet or product from the one purchased.

• Undisclosed damage: Material damage that was not disclosed in the listing or reasonably apparent from the supplied photographs.

• Power tool discrepancies: A power tool that materially differs from its description, listed model, or disclosed condition.

Please provide photographs and a description of the discrepancy so our team can investigate. Ordinary liquidation variations that were accurately disclosed in the listing are not automatically considered listing errors.

2.3 What Is Not Covered?

The following circumstances may make a return ineligible:

• Disclosed liquidation conditions: Ordinary cosmetic wear, shelf wear, missing retail packaging, or removed tags when consistent with the stated grade and listing.

• Buyer-related damage: Damage caused by improper storage, handling, testing, modification, or use after delivery.

• Incomplete returns: Missing products, accessories, or components that were included in the original shipment.

• Market changes: Changes in retail prices, seasonal demand, resale platform fees, or expected resale profitability.

• Mystery or unmanifested pallets: These may be excluded from standard returns when clearly identified as final sale before purchase.

• Salvage or parts-only merchandise: Items explicitly sold as final sale with disclosed defects or without a functional guarantee.

• Custom or special orders: Custom-curated bulk orders and container orders may be excluded when their final-sale terms are clearly disclosed before purchase.

These exclusions do not override applicable legal rights or prevent us from investigating an incorrect shipment or other issue where the law requires a remedy.

3. How to Request a Return

3.1 Return Request Deadline

Submit your return request within 30 calendar days of:

• The recorded delivery date for shipped orders.

• The pickup date for orders collected in person.

Please contact us as soon as possible if your order arrives damaged or appears to be incorrect. Prompt reporting can help preserve evidence and facilitate shipping-carrier claims.

3.2 Required Information

Email: info@citywholesaleliquidations.com with the following information:

• Your order number and purchase date.

• The date your order was delivered or collected.

• A clear explanation of why you are requesting a return.

• Photographs showing the product, pallet, packaging, and relevant condition.

• The relevant SKU, manifest entry, or product description, where applicable.

• Photographs of visible shipping damage and the Bill of Lading (BOL), if applicable.

For power tools and electronics, include photographs of the model number, accessories, and the reported issue where relevant.

Please retain the original packaging and pallet materials until your request has been reviewed. Do not discard, resell, or dispose of disputed merchandise before receiving instructions from our team.

3.3 Return Review Process

Once we receive your request:

1. We aim to acknowledge receipt within one business day.

2. We review the order details, listing, photographs, and supporting documentation.

3. We aim to provide an initial decision or update within three business days after receiving the information needed to assess the request.

4. If the return is approved, we provide return instructions and explain any applicable shipping arrangements.

5. After the returned merchandise is received and inspected, we notify you of the outcome and process any approved refund within five business days.

Complex freight shipments or cases requiring additional investigation may take longer. If additional time is needed, we will communicate the reason and the next steps.

4. Refunds, Replacements, and Store Credit

Depending on the circumstances and applicable law, approved returns may be resolved through a refund, replacement, or account credit.

4.1 Refunds

For an approved standard return, the refund will generally be issued to the original payment method after the returned merchandise has been received and inspected.

For an approved return involving an incorrect shipment, material listing discrepancy, or qualifying damage, we will assess the appropriate remedy based on the circumstances and applicable legal requirements.

Refunds are processed within five business days after approval and completion of any required inspection. Your bank or payment provider may require additional time to post the refund.

The refund amount will reflect the approved return and any disclosed, applicable deductions permitted by law. We will explain any deductions before finalizing the refund.

4.2 Partial Refunds

A partial refund may be appropriate when only part of an order is affected and a partial resolution is agreed upon or otherwise appropriate under applicable law.

The amount will be assessed based on the purchase price and the nature of the discrepancy.

4.3 Account Credit

Where agreed upon as a resolution, account credit may be issued for future purchases. The amount and any applicable terms will be communicated when the credit is offered.

Account credit is not automatically substituted for a refund where a refund is required by law.

4.4 Replacements

Where a replacement is appropriate and comparable inventory is available, we may offer a replacement product or pallet.

Replacement availability and estimated shipping arrangements will be confirmed before the replacement is finalized.

5. Return Shipping and Freight Damage

5.1 Return Shipping Costs

For approved returns due to a change of mind or other buyer preference, the customer is responsible for return shipping costs unless otherwise stated in the product listing or agreed in writing.

For returns resulting from an incorrect shipment or a verified material discrepancy attributable to our listing or fulfillment, we will explain the return shipping arrangements and applicable costs before the return proceeds.

Where a refund or shipping arrangement is required by applicable law, that requirement takes precedence over this policy.

Because liquidation pallets can be large or heavy, customers should obtain return authorization before arranging freight. Unauthorized shipments may be refused if they do not comply with the provided instructions.

5.2 Visible Carrier Damage

If a pallet arrives with visible external damage, such as torn shrink wrap, crushed boxes, or a broken pallet:

• Photograph the damage before moving or unpacking the shipment, where practical.

• Record the visible damage on the Bill of Lading (BOL) or delivery receipt when possible.

• Notify us promptly and provide photographs and shipping documentation.

Reporting visible damage within 24 hours is strongly encouraged because it may help us pursue a carrier claim. However, this request does not automatically eliminate any return or refund rights available under this policy or applicable law.

We will review the evidence and explain the next steps.

5.3 Lost or Missing Shipments

If tracking shows no movement for seven or more days, or the carrier marks a shipment as delivered but you have not received it, contact us promptly.

We will investigate with the carrier and provide updates. If the shipment is confirmed lost, we will work with you on an appropriate resolution, which may include a replacement or refund, subject to the circumstances and applicable law.

Please report shipment problems as soon as reasonably possible so the carrier investigation can begin.

6. Local Pickup Policy

For orders collected from our warehouse in Calgary, Alberta, Canada:

• Customers are encouraged to inspect their pallet and its visible condition before leaving the warehouse.

• Our team can assist with questions about the order and available product documentation.

• Any discrepancies should be reported as soon as they are discovered and within the applicable 30-day return window.

• Damage occurring after pickup due to customer transportation, handling, or storage is generally the customer’s responsibility.

Signing a pickup receipt does not automatically remove return rights available under this policy or applicable law.

7. Special Orders and Final-Sale Items

Certain products and orders may be excluded from the standard 30-day return policy when their final-sale status and conditions are clearly disclosed before purchase.

Potential exclusions include:

• Mystery or unmanifested pallets explicitly marked final sale.

• Custom-curated bulk orders prepared to the customer’s specifications.

• Container or export orders with disclosed final-sale terms.

• Merchandise explicitly marked “Final Sale” or “Salvage — No Functional Guarantee.”

• Other products with specific return restrictions disclosed on the product page before checkout.

For salvage or parts-only items, the stated condition and known defects should be reviewed carefully before purchase.

Purchases made using account credit will generally be refunded to the original form of credit where appropriate, unless another remedy is required by law or agreed upon in writing.

These exclusions do not waive any mandatory rights under applicable law.

8. Payment Disputes and Customer Support

We encourage customers to contact us directly so we can review concerns and attempt to resolve them fairly.

Please Email: info@citywholesaleliquidations.com with your order number and supporting information. We will review the matter and communicate the next steps.

Where a payment dispute is initiated, we may provide relevant order records, correspondence, listing details, and delivery documentation to the payment processor as appropriate.

Nothing in this policy prevents a customer from exercising their rights through a payment provider, consumer protection authority, or other lawful process.

9. Reseller Pro and Bulk Buyers

Reseller Pro customers and bulk buyers are subject to the same standard 30-day return window unless a different written agreement applies.

We aim to provide responsive support and efficient claim reviews for repeat and bulk customers. Any additional benefits, including priority review or dedicated support, will be communicated directly to eligible customers.

Bulk, custom, and container orders may have separate return conditions when those terms are disclosed and agreed upon before purchase.

10. Policy Changes

We may update this policy as our business and procedures evolve. Changes will apply to purchases made after the revised policy takes effect, subject to applicable law.

The policy in effect at the time of purchase will generally govern that transaction unless a legal requirement provides otherwise.

We encourage customers to review this page before placing an order.

Contact Information

City Pallets Wholesale Liquidations Email: info@citywholesaleliquidations.com

For return requests, include your order number and a clear description of your concern so our team can assist you.