HydroFLOW Canada – 12-Month Money-Back Guarantee
Last Updated: October 8, 2026
Our Money-Back Guarantee
At HydroFLOW Canada, we stand behind our electronic water-conditioning technology and are committed to helping customers achieve effective limescale management.
Our eligible residential HydroFLOW systems are backed by a 12-Month Money-Back Guarantee. If your properly installed and operated HydroFLOW system fails to prevent the buildup of encrusting limescale under the conditions described below, you may qualify for a refund.
Our guarantee provides customers with confidence in their purchase while allowing sufficient time for the technology to demonstrate its effectiveness.
This guarantee is separate from our standard 30-Day Returns & Refunds Policy and our 3-Year Manufacturer's Warranty.
1. Eligible Products
Our 12-Month Money-Back Guarantee applies to the following residential water-conditioning systems:
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HydroFLOW Pearl
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HydroFLOW Pearl PLUS
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HydroFLOW HS40
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HydroFLOW AquaKlear K40
Products must be purchased directly from HydroFLOW Canada or through an authorized Canadian retailer participating in this guarantee.
This guarantee addresses qualifying limescale-control performance concerns and is not an unconditional product trial or change-of-mind return program.
2. Guarantee Period
The 12-Month Money-Back Guarantee begins on the original date of purchase.
Customers must allow a minimum of 6 months of normal product operation before requesting activation of the Money-Back Guarantee.
This evaluation period allows sufficient time for HydroFLOW technology to demonstrate its effectiveness in managing encrusting limescale under normal operating conditions.
Claims may be submitted after completing the minimum six-month operating period, provided they are received within 12 months of the original purchase date.
If installation is delayed, the guarantee expiration date remains 12 months from the original purchase date.
Customers experiencing installation or performance concerns during the initial operating period are encouraged to contact HydroFLOW Canada for technical assistance.
3. What the Guarantee Covers
The Money-Back Guarantee covers qualifying claims where a properly selected, installed and operated HydroFLOW system fails to prevent the buildup of encrusting limescale in the water system it is intended to protect.
To qualify, customers must:
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Have purchased an eligible HydroFLOW system through an approved Canadian sales channel.
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Have selected the appropriate product for the intended application.
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Have installed the unit according to the manufacturer's instructions and HydroFLOW Canada's recommendations.
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Have operated the unit continuously under normal conditions, with appropriate electrical power.
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Have completed at least six months of normal product operation.
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Provide reasonable evidence of continuing encrusting scale buildup.
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Submit their claim within 12 months of the original purchase date.
Our support team may provide troubleshooting assistance or recommend reasonable installation adjustments before approving a claim.
4. How to Request a Money-Back Guarantee Claim
Customers wishing to make a claim must contact HydroFLOW Canada at info@hydroflow.ca.
Please provide:
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Original order number or proof of purchase.
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Product model and date of purchase.
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Date and location of installation.
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Description of the limescale performance concern.
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Photographs or other supporting evidence, where available.
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Relevant information about the plumbing system and operating conditions.
HydroFLOW Canada may request additional reasonable information necessary to verify product installation, operation and performance.
Our customer support team will review the information, assist with troubleshooting where appropriate, and communicate the outcome and next steps.
Submitting a claim does not automatically guarantee a refund. Claims must meet the eligibility requirements of this policy.
5. Return Authorization and Shipping
Once a qualifying Money-Back Guarantee claim has been approved, HydroFLOW Canada will provide written return authorization and shipping instructions.
All returns under this voluntary guarantee require prior written authorization.
Unauthorized returns will not be accepted or refunded under this voluntary guarantee.
Customers are responsible for all return shipping, packaging and insurance costs.
All authorized returns must:
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Be shipped using an approved national courier, such as Canada Post, Purolator, UPS or FedEx.
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Include a valid tracking number.
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Be insured for the full original product purchase value.
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Be securely packaged to prevent damage during transportation.
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Include all original product components, accessories, power supplies and mounting hardware.
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Be shipped to the designated return address provided by HydroFLOW Canada.
Customers must provide the courier name and tracking number after shipping.
Customers are responsible for ensuring their return shipment arrives safely. HydroFLOW Canada is not responsible for loss or damage occurring during customer-arranged return transportation, except where required by law.
6. Refunds and Product Condition
Once an approved return has been received, HydroFLOW Canada will inspect the product and determine the final refund amount.
A qualifying claim provides for a refund of the original product purchase price, subject to reasonable adjustments for the condition and completeness of the returned equipment.
Because products covered by this guarantee must have been installed and operated for at least six months, normal installation marks and reasonable wear associated with proper use will not, by themselves, reduce the refund.
However, reasonable deductions may apply for:
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Missing parts or accessories: The replacement cost of missing power supplies, ferrites, mounting hardware or other supplied components.
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Physical damage: Damage beyond normal installation and reasonable product use.
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Unauthorized modifications or repairs: Reasonable restoration costs or a documented reduction in resale value.
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Abnormal wear or misuse: Documented loss of value attributable to improper handling or operation.
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Missing or damaged packaging: Reasonable costs of replacement packaging where necessary for safe storage, transportation or resale.
Any deductions will be based on reasonable and documented replacement costs, restoration expenses or reductions in resale value.
Customers will be advised of any applicable deductions before the refund is processed.
Approved refunds will normally be issued to the original payment method within 10 business days of final refund approval, or sooner where required by law.
Original shipping charges and customer-paid return shipping costs are not refundable under this voluntary guarantee.
7. Conditions and Limitations
HydroFLOW systems are designed to help manage the formation and accumulation of encrusting limescale. Their effectiveness may vary depending on water chemistry, installation, system configuration, water temperature, operating conditions and existing mineral deposits.
Certain existing scale deposits, particularly those containing high concentrations of silicates, sulphates or phosphates, may require additional cleaning or treatment.
The Money-Back Guarantee does not cover performance concerns directly attributable to:
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Incorrect product selection or sizing.
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Improper installation or failure to follow manufacturer instructions.
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Disconnection or interruption of electrical power during normal operation.
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Unauthorized product modifications or repairs.
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Applications outside the product's intended operating specifications.
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Conditions unrelated to the prevention of encrusting limescale buildup.
The removal or loosening of existing scale deposits may reveal plumbing weaknesses or leaks that were previously concealed by scale buildup. Customers are advised to periodically inspect and maintain their plumbing systems, including fittings and compression joints.
HydroFLOW Canada does not undertake responsibility under this voluntary guarantee for unrelated plumbing repairs, maintenance expenses, consequential business losses or other costs beyond the qualifying product refund, except where liability or remedies are required by applicable law.
This guarantee does not promise specific energy savings, reductions in water hardness, improvements in drinking-water safety or other results outside the stated limescale-control performance commitment.
In addition to our 12-Month Money-Back Guarantee, HydroFLOW residential products are supported by a 3-Year Manufacturer's Warranty covering qualifying manufacturing defects, equipment faults and component failures.
The three-year warranty applies to the following products, under their applicable manufacturer warranty terms:
The manufacturer's warranty begins on the original date of purchase and provides repair or replacement for qualifying faults, subject to the applicable terms and conditions.
The 3-Year Manufacturer's Warranty covers equipment and component defects. The 12-Month Money-Back Guarantee addresses qualifying limescale-control performance concerns.
These are separate protections with different eligibility requirements and remedies.
For warranty service, contact info@hydroflow.ca or call 1-877-477-3569.
Please refer to our separate 3-Year Manufacturer's Warranty documentation for full coverage details, exclusions and claim procedures.
9. Standard 30-Day Returns Policy
HydroFLOW Canada's standard 30-Day Returns & Refunds Policy applies to eligible unused and uninstalled products.
The 30-day policy is not a product trial and is separate from this Money-Back Guarantee.
Installed products with qualifying limescale-performance concerns are assessed under this 12-Month Money-Back Guarantee.
All voluntary returns are subject to their respective authorization, shipping and inspection requirements.
10. Canadian Consumer Rights
This 12-Month Money-Back Guarantee is a voluntary commercial guarantee provided by Good Question Marketing Inc., operating as HydroFLOW Canada.
It operates in addition to applicable manufacturer's warranties and rights provided by Canadian consumer protection legislation.
Nothing in this guarantee excludes, restricts or limits any statutory legal warranty, cancellation right, refund entitlement or consumer remedy that cannot lawfully be waived.
Where applicable federal or provincial consumer protection laws provide additional rights or impose different requirements, those legal provisions take precedence over conflicting conditions of this voluntary guarantee.
11. Contact Information
Good Question Marketing Inc.
Operating as HydroFLOW Canada
901 Guelph Line
Burlington, Ontario L7R 3N8
Canada
Toll-Free: 1-877-477-3569
Email: info@hydroflow.ca
Website: www.hydroflow.ca
