Frequently Asked Questions

You can call the customer service line that is on the warranty card. You can also contact us For all inquires please send us an email at rma@refurb.io or use the Contact Us form. Please be prepared to include a soft copy of your emailed receipt under which you have purchased the system. Telephone: 1-844-5-REFURB (1-844-573-3872)

Hours of Operation: 9:30 AM –5:00 PM EST Monday-Friday excl. Canadian Holidays

As per our warranty, we are not liable for any data left on a unit being returned for warranty service.

Our representative issue an RMA number when they receive a complaint. You can call our customer service line and provide the RMA number for an update.

Start by clicking https://ca.refurb.io/account/login and type your email or click on Forget Password. you will receive an email with instructions on how to proceed further.

A refurbished computer is a pre-owned laptop or desktop that has been professionally restored, tested, and certified to work reliably before being resold. Unlike a used device — which is sold as-is with no testing, no repairs, and no guarantees — a refurbished computer has gone through a documented process: hardware diagnostics, cleaning, any necessary repairs or component replacements, a secure data wipe, and a fresh operating system install. It's then cosmetically graded and backed by a seller warranty.

The quality of that process varies between sellers, which is why buying from a Microsoft Authorized Refurbisher (MAR) matters. MAR certification means the device has been refurbished to Microsoft's standards and includes a genuine, licensed copy of Windows — verifiable by the Certificate of Authenticity (COA) label on the device. That's your assurance the software is legitimate, not just that the hardware works.

Yes. Every computer is professionally multi-point tested before it ships. At Refurb.io, that process covers full hardware diagnostics (CPU, RAM, SSD/HDD, GPU), battery health verification for laptops, ports, keyboard, trackpad, webcam, and Wi-Fi/Bluetooth testing, display and audio checks, fan and thermal stress testing, a secure data wipe and fresh activated Windows install, and a final quality check with all required accessories (including charger) before packaging. Each item is cosmetically graded and backed by our warranty.

You can check the eligibility of any offers on our home-page, we also send out regular e-mailers to our registered customers updating them on any new offers. You can click here to register with us to receive updates.

Each unit has a max amount a customer can order online. This can be changed through request. You can contact us on 1-844-5-REFURB (1-844-573-3872) or write to us on care.refurb.io and we can respond within 48 hours on your bulk request.

You can contact our customer service department for any concerns relating to the order. You can contact us on 1-844-5-REFURB (1-844-573-3872) or write to us on care@refurb.io and we can respond within 24-48 hours on your query.

Checkout accepts the following payment methods:

• Credit/debit cards: Visa, Mastercard, Discover

• Digital wallets: PayPal

• Buy Now, Pay Later: Sezzle

• Business/bulk orders: Invoice, PO, or wire transfer (by request)

All prices are in CAD and taxes are calculated at checkout. Payment processing is PCI-compliant — card details are never stored in full.

An automatic email is sent to confirm the order once you have submitted and paid for the order. 

You can contact our customer service department should there be any concerns with your order confirmation. You can contact us on 1-844-5-REFURB (1-844-573-3872) or write to us on care@refurb.io and we can respond within 24-48 hours on your query.

All orders are only placed online  For Canada: ca.refurb.io. For USA: us.refurb.io

Yes, as per the policy a replacement can be availed if the product you ordered is in stock and is available with us. Customers would have to request a replacement with our customer service department. We follow a simple rule of first offering the customer a repair service for their product. If we cannot fix the device, we will provide a replacement.

We have a dedicated RMA team which takes care of Repairs, Exchanges, Shipping and Refunds. They can be reached on 1-844-5-REFURB (1-844-573-3872) or write to us on rma@refurb.io and we can respond within 24-48 hours on your query. If we cannot fix the device we will provide a replacement.

Not currently. Orders ship in clean, protective packaging designed for safe delivery. If you're sending a device directly to someone else, you can enter their address at checkout. For any special requests, contact support before placing the order.

Units are listed as Grade A unless stated in the description. Our Grade A product standard does not have and major or minor functional defects. However, there are certain features of a unit we do not guarantee. We do not guarantee the product to come with additional features (i.e. Webcam, touchscreen, Bluetooth, back-lit keyboard, fingerprint scanner) unless it is written in the descriptions.

We have reviews under every product written by our customers. You can also visit our review page to read what our customers have to say about our services and products.

We are ISO 9001 Certified, as well as, Microsoft Authorized Gold Certified Partner and Microsoft Authorized Refurbisher. We have been in this business over a decade and have provided our services to over 50k customers. We value every customer who buys from us and ensure that they get the best buying experience through us.

Refurb.io doesn't offer direct exchanges, but returns, repairs, and replacements are available depending on the situation. For a change of mind, you can return within the window listed on our return policy — items must be in original condition with all accessories, and refunds are issued after inspection with possible return shipping fees. For a defective or incorrect item, contact support within your return or warranty period and an RMA will be issued; after inspection, the resolution will be a repair, replacement, or refund. Once the return window has closed, warranty coverage still applies for hardware defects.

Note that final-sale items like Mystery Boxes, missing accessories, or damage from misuse may affect eligibility. The full details are in the Return and Warranty Policy pages.

Monitors, Desktop, Laptop, Combo’s (Desktop and monitor), Electronics (Bluetooth speakers), Accessories & parts (Hard drive, RAM, Printer, Carts).

No — orders cannot be edited once placed. If you need to change an item, address, or payment method, the process is to request a cancellation and submit a new order. Contact support immediately with your order number; if it hasn't shipped yet, it can be cancelled and your original payment method refunded. If it has already shipped, you can return it once it arrives following the standard return policy. Orders process quickly, so the sooner you reach out, the better the chance of catching it before fulfillment.

We do not face this problem or issues very often as we take complete precautionary steps to ensure that we provide damage free packaging on all our products. We advise the customer to refuse the shipment if the damages are visible. If the package is accepted and the damages are found later, customer must notify us immediately within 2-3 days with pictures of the condition of the box and the unit. We then file for claims and once we receive a claims number, customers can request a replacement or refund.

The resolution depends on whether the product is defective. If it's defective or not as described, contact support within your return or warranty period — a repair or replacement will be arranged, or a refund issued if neither is possible. If the unit isn't defective but you'd like to return it anyway, you can do so within the return window; a 15% restocking fee applies, and non-defective items aren't eligible for repair or replacement.

To start the process: contact Refurb.io with your order number to initiate an RMA, return the device in its original condition with all accessories, and allow time for inspection before the refund is processed. Original shipping costs are non-refundable, and return shipping may apply. Full details are in the Return & Warranty Policy.

For all inquires please send us an email at care@refurb.io or use call us on 1-844-5-REFURB (1-844-573-3872). We will do our best to help you out in case of any query.

Every device ships with the essentials needed to get started right away, and all accessories are tested before packaging. Laptops include a compatible power adapter. Desktops include a power cable, USB keyboard, and USB mouse — and if the desktop doesn't have built-in Wi-Fi, a USB Wi-Fi adapter is added. For monitors and other devices, the product page lists any included cables or extras.

The batteries are refurbished and tested. They come with a warranty of 3 months.

No. We do not compare our prices with our competition.

No, we are sorry, you cannot use a coupon code or discount amount after placing the order.

No, we are sorry that feature is not available. The units are sold preassembled. Some units may have different variations but if you do not see a unit with the specification you are looking for, it means we do not sell the unit with that.

REFURB.io does sell parts in our Accessories and Parts section.

Unfortunately, we do not offer any services post-warranty period.

The manner of refund will be on the original method of payment you used. Payment card purchases will be refunded to the original payment card Customers are sent the timeframe for returns in the email with their RMA number. Refunds generally occur within 7-10 business days of our receipt of the unit.

Yes! We offer an additional 1-year warranty for an extra cost on our refurbished computers. All items include either a standard 1-year warranty or a 90-day warranty, depending on the product. To know more about our Warranty policy please click on the link.

Warranty cards are included with all units when shipped from our warehouse. The invoice / order confirmation emails can also be used to claim the warranty.

We only replace or exchange units that are the same model and specifications. We do not offer any upgrades.

We will provide standard One Year of Warranty support beginning on the original purchase date for Laptops and Desktops, with a few exceptions which will be specified on the product page.

Laptop batteries, Apple products, tablets & all monitors have a limited 90 Day Warranty. Any damages must be reported within 14 days of receiving the unit or it may not be returned or refunded. For all inquires please send us an email at rma@refurb.io or use the Contact Us form. Please be prepared to include a soft copy of your emailed receipt under which you have purchased the system. Telephone: 1-844-5-REFURB (1-844-573-3872) Click here to see more about our Warranty policy.

We are sorry, we do not offer support for units outside of warranty.

Requests for order cancellations must be received by REFURB.io within 24 hours of placing your order (excluding Weekends and Holidays) for REFURB.io to use best efforts to action the cancellation request. If communicated outside of 24 hours, we may not be able to process the cancellation. In which case, the product will have to be treated as a return and a 15% restocking fee will apply. 

For all inquires please send us an email at care@refurb.io or use call us on 1-844-5-REFURB (1-844-573-3872). You can click here to know more about our cancellation policy.

Requests for order cancellations must be received by REFURB.io within 24 hours of placing your order (excluding Weekends and Holidays) for REFURB.io to use best efforts to action the cancellation request. 

If communicated outside of 24 hours, we may not be able to process the cancellation. In which case, the product will have to be treated as a return and a 15% restocking fee will apply. All customers who have requested cancellations are subject to a cancellation fee of $7.50 + applicable taxes, which will be deducted from the refund.

Please note that we are unable to change any information on an order that has been placed. If an error is made on your order from the customers end, it will require a cancellation request and standard fees will apply. To know more about our cancellation policy please click here.

On order cancellations, refunds are processed once we have received the confirmation on order cancellation. It will take within 7-10 business days. However, it may take 10 -12 business days to reflect in your account.

At the moment, we have delivery options across Canada. To know if a product can be delivered to your location, please check with your postal code on our final order page. To know more about our shipping details please click here.

Our return policy is 30 days after the customer receives the unit. If the unit is not defective (Buyer’s Remorse) we will still accept returns; however, the refund will be subject to a 15% restocking fee. Refunds are only issued through the original payment method and all returns must have an RMA case number.

No, we do not provide additional boxes for returns. As stated in our warranty page, customers need to send back units in the boxes they received the unit it.

Unfortunately, due to shipping policies all orders must be shipped to the customer. The option to pick up a product from the hub or the warehouse is not available at the moment.

We are sorry. We do not have field technicians to come and repair customer’s unit. You can call our customer service and discuss your concern. They will provide an RMA number for you to send your device back to the company.

The manner of refund will be on the original method of payment you used. Payment card purchases will be refunded to the original payment card. Customers are sent the timeframe for returns in the email with their RMA number. Refunds generally occur within 7-10 business days of our receipt of the unit.

Unfortunately, we do not offer express shipping. Standard shipping is the only shipping option we provide.

We do no charge for shipping to Canadian Provinces but do charge for Territories.

Most in-stock items will be processed at our warehouse within 2 business days of ordering; however, some orders may take up to 4 business days to process and longer. In such cases our customer service department will get in touch with you. To know more about our shipping details please click here.

We are sorry we do not provide this feature in the delivery system. Once the product is ordered it will be shipped out in 2-4 business days depending upon the order.

Only one delivery attempt is made. If no one can be reached for a signature a note is left indicating when and where to pick up the package.

You will receive an email with your tracking number once your order is processed and shipped.

Microsoft Authorized Refurbishers (MAR) offer Desktop PCs, Laptop PCs, Tablets, Smartphones and Servers.

No, it will have a MAR COA (Certificate of Authenticity) or GML (Genuine Microsoft Label) if it has been through the MAR licensing program. See how to tell »

See how to tell »

If they are from a good refurbisher you should expect them to have a similar or often better reliability than a new device. This is because they have been successfully working before they were refurbished and have since been retested and reconfigured using later technology with newer software updates.

Each MAR will have their own warranty policy. You should look for at least a one year warranty either directly with the MAR or with the reseller of the MAR device. Some MARs offer 3 year warranties. A few even offer longer warranties than 3 years.

If you buy a non-MAR refurbished device make sure you know:

• Where the software came from
• Whether it is a legal license and how can they be sure it is not counterfeit
• What checks they have done to ensure it does not contain viruses and malware that steals your confidential data
• Whether it qualifies for updates and upgrades from Microsoft

No. The Microsoft Registered Refurbisher Program (RRP) is for smaller refurbishers. They do not have a Microsoft account manager, direct access to Microsoft engineers trained specialising in refurbishment etc.

Mystery Boxes are available exclusively at refurb.io and are released in limited quantities on a first-come, first-served basis — they sell out quickly. Current box types include:

• Mystery Desktop: A refurbished desktop computer, Windows-ready and quality-tested for home or office use

• Mystery LCD Monitor: A refurbished monitor selected for everyday performance and reliability

Every refurbished desktop and monitor is professionally tested, data-wiped if needed, and certified before it ships, and all Mystery Boxes include free shipping across Canada. One important note before ordering: Mystery Boxes are final sale and cannot be returned or exchanged due to their surprise nature, though warranty coverage applies as stated on each product page.

The most important rule is to power down completely — shut down, unplug, and remove any batteries or accessories — before touching anything. Cleaning a powered machine risks short circuits and static damage.

For the exterior, a dry microfiber cloth handles most dust and smudges. For tougher spots, lightly dampen the cloth with 70% isopropyl alcohol or distilled water — never spray liquid directly onto the machine. The screen needs its own approach: use a screen-safe cleaner or 70% isopropyl alcohol on a clean microfiber cloth and wipe in straight lines. Paper towels and window cleaners can scratch or leave residue, so avoid both.

The keyboard and vents respond well to short bursts of compressed air — hold the can upright and keep bursts brief to avoid moisture. Don't insert anything into ports or fans. For the keyboard surface and trackpad, a cloth slightly dampened with isopropyl alcohol works well; just let everything dry fully before powering back on.

Light cleaning once a week makes a noticeable difference in the long-term life and performance of your machine.

A Small Form Factor desktop is a compact PC that saves desk space without giving up meaningful performance. It sits between a micro or "tiny" PC and a traditional tower — smaller than a tower, but more expandable than the ultra-compact options.

SFF desktops can be positioned horizontally, vertically, or mounted behind a monitor via VESA. They run quietly and efficiently, support RAM and storage upgrades, and typically include one or two low-profile PCIe slots for modest expansion. They're a practical choice for home offices and business desks where space matters but you don't want to sacrifice upgradeability entirely. Popular SFF models include the Dell OptiPlex, HP EliteDesk, and Lenovo ThinkCentre lines.

Refurb.io offers certified refurbished gaming desktops with strong performance at a significant discount compared to new. The key is knowing which specs matter for the resolution and framerate you're targeting.

For GPU, the GTX 1660 or RTX 2060 handle 1080p gaming well; the RTX 3060 or 3070 are better suited to 1440p; and the RTX 4070 or higher if you're pushing for high framerates or 4K. Pair that with an Intel Core i5 or i7 with at least 6 cores, 16GB of RAM, and a 512GB+ SSD. Before buying, also check the power supply wattage and case size — SFF cases limit GPU options — and confirm Windows 11 readiness and the warranty and return policy.

Business-grade off-lease computers from Dell, HP, and Lenovo are the standard choice for office environments. They're built to higher tolerances than consumer hardware, parts remain widely available, and they're designed to be serviced — which matters when you're managing multiple machines.

When buying, stick to proven business lines: Dell OptiPlex, HP EliteDesk, and Lenovo ThinkCentre all have long driver support and straightforward maintenance histories. Check Windows 11 compatibility (look for TPM 2.0 and Secure Boot support), aim for 8–16GB RAM and a 256–512GB SSD minimum, and choose the form factor that fits your desk: Micro for tight spaces, SFF for standard workstations, Mini Tower if you anticipate needing more expansion. If you're equipping multiple stations, look for sellers like Refurb.io who offer volume discounts — many certified refurbishers serve schools, offices, and small businesses with consistent bulk stock.

Refurb.io sells certified refurbished laptops from reputable sellers that are professionally tested, cleaned, and backed by a real warranty — with free shipping standard across Canada. The main brands worth focusing on are Acer, Apple, Dell, HP, Lenovo, and Samsung, each with different strengths depending on your use case: Dell's Latitude and HP's EliteBook lines excel for durability and business use, Lenovo's ThinkPads are known for keyboard quality and repairability, and Apple's MacBooks suit creative and professional workflows.

Before purchasing, always confirm the cosmetic grade (A or B) so you know what condition to expect, verify there's a genuine data wipe and clean OS install, and check what warranty and return window comes with the device. Solid options under $300 are widely available for students, families, and small offices.

A refurbished device is a pre-owned product that has been professionally restored, tested, and certified to work reliably before resale. The word "refurbished" covers a lot of ground in the market, so it's worth knowing what a legitimate process actually involves.

Each properly refurbished computer should be multi-point tested across all hardware components, thoroughly cleaned, repaired or upgraded where needed, securely data-wiped, and reinstalled with a genuine operating system. It should also be cosmetically graded — typically Grade A or B — so buyers know exactly what condition to expect, and backed by a warranty.

The most useful distinction is refurbished versus used. A used device is sold as-is, with no testing, no warranty, and no guarantees. A refurbished computer has been certified, tested, and warrantied — which translates to meaningfully better reliability and value. Expect like-new performance with the possibility of minor cosmetic wear. Batteries are tested to meet health standards and a charger is typically included.

The performance gap between a certified refurbished laptop and a new one is often much smaller than the price gap. For similar specs, performance is nearly identical — the main difference is cosmetic condition and where the warranty comes from.

A refurbished laptop from a certified seller has been professionally tested and cleaned, repaired where needed, data-wiped, and reloaded with a genuine OS. It's cosmetically graded so the condition is transparent, includes a compatible charger and warranty coverage, and typically costs 20–60% less than buying new. The battery meets performance standards but may show some wear. A new laptop, by contrast, arrives factory-fresh in retail packaging with the full manufacturer warranty and the latest hardware configuration — at the highest price.

Choose refurbished for the best price-to-performance ratio and certified reliability. Choose new if you specifically need the latest generation hardware or require an extended OEM warranty.

Certified refurbished means a pre-owned computer has been fully tested, cleaned, repaired if needed, and reloaded with a genuine licensed operating system. Each unit is inspected and cosmetically graded (A or B) before being sold.

If the device runs Windows, look for two things that confirm it was processed by a Microsoft Authorized Refurbisher (MAR) like Refurb.io. The COA (Certificate of Authenticity) will have distinct colouring, include the wording "Refurbished Device," and list the refurbisher's name. The GML (Genuine Microsoft Label) features a holographic Microsoft logo, colour-shift ink (blue to purple under light), and micro-text. These labels confirm the device includes a genuine, licensed copy of Windows — not a pirated or grey-market install.

Yes — for most household and school needs, refurbished computers are an excellent choice. The key difference from buying used is that refurbished computers go through actual performance testing, not just cosmetic cleanup, and come with warranty coverage and support.

For families, the value proposition is straightforward: lower prices mean you can often afford faster specs or a larger screen for the same budget, and the warranty means you're not completely on your own if something goes wrong. Devices typically arrive with built-in webcams and Wi-Fi, making them classroom and video-call ready. There's also an environmental benefit — choosing refurbished keeps functional hardware out of the waste stream.

For students, lightweight laptops or Chromebooks with 8GB+ RAM and SSD storage are well-suited to academic workloads. For family shared use, compact desktops or laptops that connect to a TV or external monitor work well.

Windows 11 requires a compatible 64-bit CPU (Intel 8th Gen or AMD Ryzen 2000 or newer), TPM 2.0, Secure Boot enabled in BIOS, at least 4GB of RAM, and 64GB of storage. The fastest way to check all of this at once is to download and run Microsoft's PC Health Check tool, which gives a clear pass/fail result for each requirement.

Most business-class desktops from 2018 or later — Dell OptiPlex, HP EliteDesk, Lenovo ThinkCentre — will qualify once TPM and Secure Boot are enabled in BIOS. If your CPU isn't on Microsoft's supported list, upgrading the processor alone is rarely practical or cost-effective; replacing the system with a Windows 11-ready unit is the more sensible path.

The four requirements are: a supported CPU (Intel 8th Gen or AMD Ryzen 2000+), TPM 2.0, Secure Boot, and at least 4GB RAM with 64GB storage. For a quick manual check, press Win + R, type msinfo32 to see Secure Boot status and BIOS mode (it should show UEFI), and type tpm.msc to confirm TPM version 2.0. You can also verify your CPU on Microsoft's published supported processor list.

Most modern business laptops — Dell Latitude, HP EliteBook, Lenovo ThinkPad from 2018 onward — meet the requirements once TPM and Secure Boot are enabled. If the CPU itself isn't compatible, the practical option is a Windows 11-ready system rather than workarounds on unsupported hardware.

To install and run Windows 11, your system needs a 64-bit processor from Intel's 8th Generation or AMD Ryzen 2000 series or newer, TPM 2.0 and Secure Boot enabled, 4GB RAM and 64GB storage minimum, UEFI firmware, and a DirectX 12-compatible GPU with a WDDM 2.0 driver. Microsoft's PC Health Check tool verifies all of these at once. Devices that don't qualify can stay on Windows 10, which is supported until October 14, 2025, but planning for an upgrade ahead of that deadline is advisable.

Go to Settings → System → About and look under "Windows specifications" — it will show either Windows 10 or Windows 11. You can also press Win + R, type winver, and check the build number: Windows 11 starts at build 22000. Visually, Windows 11 is identifiable by its centered taskbar and Start menu, rounded window corners, and a simplified Settings app and File Explorer. A left-aligned taskbar and the Version labels 21H2 or 22H2 indicate you're still on Windows 10.

Possibly — it depends on your hardware. Run Microsoft's PC Health Check first to get a clear pass/fail on each requirement. If the result is compatible, you can upgrade through Windows Update or the Windows 11 Installation Assistant directly from Microsoft. Before upgrading, enable TPM (Intel PTT or AMD fTPM) and Secure Boot in BIOS, switch Legacy boot mode to UEFI if needed, and confirm at least 25GB of free storage. If your CPU isn't on the supported list, staying on Windows 10 until its October 2025 end-of-support date is reasonable — after which a Windows 11-ready system becomes the more secure long-term option.

New HP Windows 10 laptops are largely discontinued, but refurbished models, and units with Windows 11 Pro and official downgrade rights offer good value. Entry-level business models like a Core i5 8th Gen with 8GB RAM and a 256GB SSD typically land in the $250–$400 range. Mid-tier configurations with a 10th Gen i5 or i7, 16GB RAM, and 512GB SSD run $400–$650. Premium EliteBook models from the 800 series in 10th or 11th Gen start around $600 and go up to $900+. If you specifically need Windows 10 Pro, verify that the listing includes a genuine Windows 10 Pro license or documented downgrade rights from Windows 11.

Yes. ChromeOS remains a practical and secure option for users whose workflow revolves around web browsing, Google Workspace, and light app use. It boots in seconds, updates automatically in the background, and requires almost no maintenance. The main thing to evaluate before buying any Chromebook — new or refurbished — is the AUE (Auto Update Expiration) date. A Chromebook with a healthy AUE date, 8GB of RAM, and an SSD or fast eMMC delivers like-new performance for most everyday tasks, and refurbished units offer excellent value when those criteria are met.

Windows receives security patches monthly on "Patch Tuesday" — the second Tuesday of each month — and major feature updates once or twice a year. ChromeOS updates more frequently: new features ship on a four-week cycle, with security fixes embedded in those regular releases, making it one of the more consistently up-to-date consumer operating systems. For both platforms, keeping firmware and drivers current alongside OS updates significantly improves system stability — particularly relevant on refurbished hardware where components may have been through a few years of use.