Returns, Exchanges & Warranty Policy

Your satisfaction is our priority. At Cleanflow, we understand that the right equipment is essential for your projects. Whether you need a return, exchange, or warranty support, we're here to make the process straightforward and efficient.

Exchanges

How to Start an Exchange

Need a different size, color, model or version of the item you purchased? That’s an exchange, not a return.

Start your exchange in our returns portal within 30 days of delivery. You’ll need:

Your name and order number
A clear photo of the item
The size, color, model or version you would like instead

Exchanges are available on orders with a subtotal over $100, the same as returns.

There is no 25% restocking fee for an exchange.

Once your exchange is approved, we’ll provide instructions for returning the original item and arranging the replacement.

Exchange Shipping

We charge a simple flat rate for exchange shipping of standard-size items: $30 CAD for Canadian customers and $35 USD for U.S. customers. Once your exchange is approved, Cleanflow will coordinate directly with the carrier and email you a prepaid shipping label.

Just drop the package at a nearby carrier location or leave it in a safe, accessible spot for pickup. That’s it. We handle the rest.

If your original order had a higher shipping charge (for example, freight to a remote area), you’ll pay that same amount to send the item back.

For oversized or freight-only items, custom shipping rates apply based on carrier costs.

When Will My Replacement Be Sent?

After you ship your original item back to us, we’ll send your replacement once we receive and inspect it.

Need the Replacement Right Away?

If you can’t wait for the exchange process, you can place a new order for the correct item immediately. Your original purchase can then be handled separately as a return or exchange. Shop Pay is available at checkout to split larger purchases into 4 smaller payments.

Returns

We keep return shipping straightforward:

Standard Returns: A flat rate applies for the return shipping label: $30 CAD for Canadian customers and $35 USD for U.S. customers. Cleanflow arranges the carrier and sends you the prepaid label. You just handle the drop-off or pickup location.
Remote Areas: If your original order had a higher shipping charge (for example, freight to a remote area), you’ll pay that same amount to send the item back.
Large Item Returns: Items requiring truck or freight transport are charged actual freight costs instead of the flat rate.

30-Day Return Window

You have 30 days from the date of delivery to return any item that doesn't meet your needs. Items must be:

From an order with a subtotal over $100 (orders $100 or less are not eligible for return)
Unused and in original condition
In original packaging with all tags attached
Accompanied by proof of purchase

How to Start a Return

Start your return in our returns portal. Have your name, order number and a clear photo of the item ready.

If your order arrived damaged or doesn’t meet expectations, also include clear photos showing the item, the damage or issue, and the original packaging.

Please wait for written authorization and return instructions before shipping anything back to Cleanflow.

Please note: a 25% restocking fee applies to all returns that don’t include an offsetting purchase (an exchange).

Return Shipping Costs

Our flat rate return shipping policy is designed to keep things simple and affordable for everyone:

Standard Returns: Our flat-rate return label policy is designed to keep things simple and affordable for everyone. Most returns qualify for our flat-rate shipping: $30 CAD for Canadian customers and $35 USD for U.S. customers.
Remote Areas: If your original order had a higher shipping charge (for example, freight to a remote area), you’ll pay that same amount to send the item back.
Large Item Returns: For items that require truck transport instead of standard courier delivery, actual freight costs will apply.

Important for U.S. Customers: Duties, taxes, customs charges, brokerage costs, and other import-related fees are non-refundable.

This applies to charges paid or incurred on the original order, the return shipment, and any replacement or exchange shipment. You remain responsible for these costs. Cleanflow will not refund, credit, reimburse, or absorb them, even when an item is returned or exchanged.

Refund Process

After we receive and inspect your returned item, you'll receive 75% of the purchase price (25% restocking fee applies).

Refund Timeline: Refunds take up to 10 business days during peak season (October-April) after we receive your item. We always work to process faster, but operational demands during busy periods require this timeframe.

Important: Items returned without prior written authorization from Cleanflow will be held in storage until we hear from you. Submit a request in our returns portal before shipping anything back. Unannounced returns may be returned to the sender or refused.

Order Cancellations

90-Minute Grace Period

Changed your mind? Call us within 90 minutes of placing your order for immediate cancellation at no charge.

After 90 Minutes

Orders will incur a 10% cancellation fee if they’re already being prepared for shipment. Our fast processing means orders move quickly, so please choose thoughtfully.

U.S. Duties, Taxes, and Fees

Effective August 29, 2025, the United States ended duty-free de minimis treatment that previously applied to many shipments valued at $800 USD or less. As a result, duties, taxes, and other import-related fees may now apply where they did not previously.

Disagreement with applicable U.S. duties, taxes, or fees is not a valid reason to cancel an order. Orders will be processed and shipped as received. Cleanflow does not cancel orders solely because a customer disagrees with these charges.

For more information, please read our New U.S. Shipping Regulations.

Warranty Coverage

Manufacturer Warranties

Most products come with manufacturer warranties. Our team will help you get in touch with the manufacturer and provide the necessary details to start the claim. The claim will then follow the manufacturer’s process, policies, and timelines.

Warranty Claims Process

Email your concerns to orders@cleanflow.ca. While we can't replace items ourselves, we'll facilitate the warranty process with manufacturers.

Note: Warranty coverage doesn't include shipping costs for replacement items.

Items We Cannot Accept for Return

Non-Returnable Items:

Orders with a subtotal of $100 or less
Clearance and Special Order items
Custom-cut items
Machinery and power equipment
Fuel heaters and thermal undergarments
Water testing reagents
Waterline thawing machines
Certain filtration parts
Items purchased during unusual market conditions (pandemics, natural disasters)

Important Policy Notes

Price Match vs. Returns

Found a lower price elsewhere? This is not a valid reason for a return request and will be denied. Use our Fair Pricing Guarantee before placing your order - we'll gladly help you get a better price upfront.

Returns Without Authorization

Items returned without prior written authorization from Cleanflow will be held in storage until we hear from you. To receive authorization and return instructions, submit a request in our returns portal before shipping anything back. Unauthorized returns may be returned to the sender or refused.

Product Updates & Cosmetic Changes

Manufacturers may update a product’s appearance, packaging, branding, or minor design elements without changing its performance, specifications, fit, or intended use.

If an item received is functionally identical to the previous version, it will not be considered defective, incorrect, or misrepresented, even if it differs from prior images or versions.

In these cases:

The updated version is considered the current and only available version from the manufacturer and market
Cosmetic differences (e.g., color accents, labeling, packaging, branding) do not qualify as defects or errors

Returns requested due to these types of non-functional differences are treated as standard returns and are subject to:

25% restocking fee
Customer-paid return shipping

Cleanflow reserves the right to determine whether a product difference is cosmetic or functional.

Our Commitment

While we work to accommodate every reasonable request, Cleanflow reserves the right to refuse returns, exchanges, or cancellations that don't meet our policy guidelines.

Questions? Contact our customer service team at info@cleanflow.ca or call 1-866-335-1078 (Canada) / 1-204-888-8469 (USA) during business hours: Monday-Friday, 7:30 AM to 4:30 PM CST.

Alternatives to Returns and Exchanges

We understand that our policies may not work for everyone. Here are some common questions and alternative solutions that might be a better fit for you.

What if I don't agree with the return fees?

If the restocking fee or shipping costs are a concern, here are a few alternatives that other customers have found helpful:

Sell the Item Locally: Many customers successfully sell items on platforms like Facebook Marketplace or Kijiji. You can often recover the full purchase price or even more, while avoiding all return fees.
Arrange Your Own Shipping: You may use your own carrier. First, submit a request in our returns portal with your name, order number, whether you are requesting a return or exchange, and a clear photo of the item. Wait for written authorization and the correct return address before shipping anything back.
Keep It as a Backup: If the item is a size too large or not quite right, consider keeping it as a spare or backup for future needs.
Share with a Colleague: A coworker or another professional in your network might find the item useful.

Our goal is to provide flexible solutions. These alternatives can help you avoid fees and get the most value from your purchase.

Common Questions About Our Policy

Why is there a restocking fee?

The 25% restocking fee helps offset the costs involved in processing returns, such as inspection, repackaging, and reintegration into inventory. These behind-the-scenes steps ensure quality for all customers. Unlike returns, exchanges don’t incur this fee because the process still results in a sale, helping us recover these costs without impacting pricing for everyone.

Why can't I return used or opened items?

For health, safety, and quality reasons, we can only accept returns on items that are unused and in their original, unopened packaging. Returned items must be in 100% resellable condition because ultimately, we need to be able to offer them to another customer. If an item can’t be resold, we unfortunately cannot accept it for return.

What if I missed the 30-day return window?

Our 30-day return policy aligns with industry standards and helps us manage inventory efficiently. If you have missed the deadline, we may consider an exchange on a case-by-case basis. Please contact our customer service team to discuss your options.

Why aren't orders under $100 eligible for return?

Our standard 30-day return policy applies to orders with a subtotal over $100, which helps us keep prices competitive and the return process running smoothly for every customer. We know small orders matter too, so if yours arrives damaged, defective, or isn't quite what you expected, please reach out — our team is here to help, and we'll work with you to make it right through warranty or another solution that fits your needs.

Why do I have to pay for return shipping?

Return shipping costs help us keep product prices competitive for all customers. Since we don’t build shipping expenses into our item prices, we ask customers to cover return shipping unless the return is due to a Cleanflow error or warranty issue. This ensures fairness and transparency for everyone.

Returns, Exchanges & Warranty Policy

👋 Before You Begin: Are You Returning or Exchanging?