HydroFLOW Canada
Returns & Refunds Policy
At HydroFLOW Canada, we are committed to providing high-quality water-conditioning products and reliable Canadian customer service. We want our customers to feel confident in their purchases and clearly understand our return and refund procedures.
1. Our 30-Day Return Policy
HydroFLOW Canada offers a 30-day return policy on eligible products purchased directly from HydroFLOW Canada.
Customers have 30 days from the date their order is delivered to request a return.
Our standard 30-day return policy applies to voluntary returns of unused and uninstalled products. It is not a product trial or testing period.
To qualify for a return, the product must:
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Be unused and uninstalled, in the same condition in which it was received.
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Be returned in its original packaging, including all original components, accessories, instructions and power supplies.
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Be free from physical damage, alterations or signs of installation or use.
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Include the original receipt, order number or other acceptable proof of purchase.
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Receive prior written return authorization from HydroFLOW Canada.
Products that have been installed, connected to power or used are not eligible for return under our standard voluntary 30-day return policy.
All returns are subject to the conditions outlined below.
2. Prior Written Return Authorization Required
All voluntary returns require prior written approval from HydroFLOW Canada before products are shipped back.
To request a return, contact info@hydroflow.ca within 30 days of delivery.
Please provide:
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Your order number or proof of purchase.
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The product you wish to return.
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The reason for the return.
Our customer support team will review your request and, if approved, provide written authorization and return shipping instructions.
Unauthorized returns will not be accepted, recognized or refunded under our voluntary 30-day return policy.
Products must not be shipped to HydroFLOW Canada without prior written authorization.
Return authorization provides permission to return the product for inspection. It does not guarantee that a refund will be approved.
Final refund eligibility and the amount refunded will be determined following inspection of the returned product.
These authorization requirements do not apply where they would restrict a customer's rights under applicable consumer protection legislation.
3. Return Shipping, Tracking and Insurance
Customers are responsible for all costs associated with voluntary 30-day returns, including return shipping, packaging and shipping insurance.
All authorized returns must meet the following requirements:
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Approved courier: Products must be shipped using an approved national courier service, such as Canada Post, Purolator, UPS or FedEx.
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Tracking: All shipments must include a valid tracking number allowing delivery to be monitored.
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Insurance: Return shipments must carry adequate shipping insurance covering the full purchase value of the returned product.
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Packaging: Products must be securely packaged in their original packaging, with suitable protective materials to prevent damage during transit.
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Return address: Products must be shipped to the address provided in HydroFLOW Canada's written return authorization.
Customers must provide the courier name and tracking number to info@hydroflow.ca once their return has been shipped.
Customers are responsible for ensuring their return shipment reaches HydroFLOW Canada's designated return location safely.
HydroFLOW Canada is not responsible for loss or damage occurring during customer-arranged return shipping. Customers should direct shipping loss or damage claims to their chosen courier or insurance provider.
Original shipping charges are non-refundable for voluntary returns.
The customer-paid shipping, courier and insurance requirements apply to voluntary returns and may differ where return shipping or reimbursement is required by applicable law.
4. Product Inspection and Refund Adjustments
All authorized returns are subject to inspection upon receipt.
Returned products must be complete, unused, uninstalled and in their original condition.
Missing components, damaged packaging, physical damage, alterations or signs of installation or use may result in rejection of a voluntary return or a reduction in the refund amount.
Where HydroFLOW Canada agrees to accept a voluntary return that does not fully meet our return conditions, reasonable refund deductions may apply for:
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Missing parts or accessories: Replacement costs for missing power supplies, mounting components, instructions or other supplied items.
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Physical damage: Reasonable costs required to repair or restore a product to saleable condition.
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Signs of installation or use: A reasonable, documented reduction in resale value where the product can no longer be sold as new.
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Missing or damaged packaging: Reasonable costs to replace packaging necessary for safe storage, transportation or resale.
Deductions will reflect reasonable replacement costs, restoration expenses or documented reductions in resale value. They are not intended as penalties.
Any proposed deductions will be explained to the customer before the refund is processed.
HydroFLOW Canada reserves the right to reject voluntary returns that do not meet the requirements of this policy.
These inspection and deduction provisions do not restrict statutory refund entitlements or remedies under applicable consumer protection laws.
5. Damaged, Defective or Incorrect Products
Please inspect your order promptly upon delivery.
If your product arrives damaged, defective or incorrect, contact us as soon as possible at info@hydroflow.ca.
Please provide your order number, a description of the issue and photographs where available.
Our customer support team will review the situation and assist with an appropriate resolution, which may include:
Where a product is defective, damaged in delivery or incorrectly supplied, HydroFLOW Canada will address the issue in accordance with the applicable manufacturer's warranty and Canadian consumer protection laws.
Reasonable return shipping costs will be covered by HydroFLOW Canada where required by law or where agreed as part of the resolution.
The unused-product restrictions and voluntary return requirements do not prevent customers from exercising applicable legal rights relating to defective, damaged or incorrectly supplied products.
6. Our 12-Month Satisfaction Guarantee
In addition to our standard 30-day return policy, eligible HydroFLOW residential water-conditioning systems are backed by our 12-Month Satisfaction Guarantee.
This guarantee is separate from our standard return policy and is subject to its own eligibility requirements, procedures, terms and conditions.
The standard 30-day return policy does not provide a product trial or testing period.
Any return or refund of an installed or used product under the 12-Month Satisfaction Guarantee is governed by the terms of that separate guarantee and applicable law.
For complete details, please review our 12-Month Satisfaction Guarantee on our website or contact info@hydroflow.ca.
7. Items Not Eligible for Voluntary Returns
The following products are generally excluded from our voluntary 30-day return policy:
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Products that have been installed, connected to power or used.
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Products that are damaged, altered or incomplete.
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Products returned without prior written authorization.
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Custom-made or special-order products.
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Complimentary promotional products and free gifts.
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Gift cards.
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Products purchased from retailers, distributors or sellers other than HydroFLOW Canada.
Customers who purchased their products through another retailer or distributor should contact the original seller regarding that seller's return procedures.
HydroFLOW Canada currently sells and supports products for the Canadian market. Products purchased through international sellers or distributors are not eligible under HydroFLOW Canada's voluntary 30-day return policy.
These exclusions do not limit statutory rights or remedies available under applicable law.
8. Exchanges
If you ordered the wrong HydroFLOW model or require a different system, please contact info@hydroflow.ca.
Our team can help you determine the appropriate replacement model and explain the available return or exchange options.
Voluntary exchanges are subject to:
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Product eligibility under the 30-day return policy.
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Prior written return authorization.
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Product inspection.
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Availability of the replacement model.
Customers are responsible for applicable voluntary return shipping and insurance costs. Any price difference or additional shipping charges for the replacement product will be confirmed before proceeding.
9. Refund Processing
All voluntary refunds are subject to prior return authorization and inspection of the returned product.
Once the authorized return has been received and inspected, HydroFLOW Canada will notify the customer of the refund decision.
Approved refunds will normally be processed to the original payment method within 10 business days of refund approval, unless an earlier deadline is required by applicable law.
The refund amount may be adjusted for reasonable, documented deductions where HydroFLOW Canada has agreed to accept an incomplete, damaged or otherwise ineligible voluntary return.
Original shipping charges are non-refundable on standard voluntary returns.
Please allow additional time for your bank or credit card provider to post the refund to your account.
If more than 15 business days have passed since your refund was approved, please contact info@hydroflow.ca.
Refunds arising from statutory cancellations or other legally required remedies will be processed according to the applicable legal requirements, including any mandatory reimbursement deadlines.
10. Manufacturer's Product Warranty
HydroFLOW products may also be covered by an applicable manufacturer's warranty against manufacturing defects.
Manufacturer's warranty coverage is separate from both our voluntary 30-day return policy and our 12-Month Satisfaction Guarantee.
Warranty claims are subject to the applicable manufacturer's terms and conditions.
Manufacturer's warranties are provided in addition to, and do not replace, legal warranties or remedies available under applicable Canadian consumer protection legislation.
For assistance with product-related concerns, contact info@hydroflow.ca.
11. Commercial and Industrial Purchases
Commercial and industrial equipment purchases are governed by the applicable quotation, purchase agreement and HydroFLOW Canada's Commercial Terms & Conditions, including the relevant manufacturer's warranty.
The standard residential 30-day return policy and 12-Month Satisfaction Guarantee do not apply to commercial and industrial purchases unless expressly agreed in writing.
Any applicable non-waivable legal rights remain unaffected.
12. Canadian Consumer Rights and Statutory Cancellations
This policy establishes HydroFLOW Canada's terms for voluntary product returns.
Customers may have additional rights under applicable provincial or territorial consumer protection legislation, including rights relating to:
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Defective or misrepresented products.
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Legal warranties.
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Certain online purchases and statutory contract cancellations.
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Delivery failures or other circumstances covered by consumer protection laws.
Where these legal rights apply, they take precedence over any conflicting provision of this policy.
Requirements for prior written authorization, unused products, customer-paid shipping, mandatory insurance, refund deductions and standard refund timelines will not be imposed where they conflict with applicable statutory rights.
Customers wishing to exercise a statutory cancellation or other consumer protection right may contact info@hydroflow.ca. HydroFLOW Canada will review and process such requests in accordance with applicable law.
Nothing in this policy excludes, restricts or limits consumer rights or remedies that cannot legally be waived.
13. Contact Us
HydroFLOW Canada
Email: info@hydroflow.ca
Website: www.hydroflow.ca
Our Canadian customer support team is available to assist with product selection, installation questions, return requests, warranties and other product-related concerns.
