Returns, Exchanges & Warranty Policy

👋 Before You Begin: Return vs. Exchange. What’s the Difference?

We want to make your experience as smooth as possible. Before you dive in, here's something that trips people up:

• Return = You no longer want the item and would like a refund.
  

• Exchange = You want the same item in a different size, model, or version.

Need a different size or model? That’s an exchange. Want a refund instead? That’s a return. Understanding this saves time and fees.

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

Quick Exchange Process

Need a different size, color, or version? Use our Returns Portal to request an exchange within 30 days of delivery. We'll send your replacement as soon as we receive and inspect your original item.

Exchange Shipping

We charge a simple $30 flat rate for shipping standard-size items. 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.

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

Returns

We keep return shipping straightforward:

• Standard Returns: A $30 flat rate applies for the return shipping label. Cleanflow arranges the carrier and sends you the prepaid label. You just handle the drop-off or pickup location.
  

• 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:

• Unused and in original condition

• In original packaging with all tags attached

• Accompanied by proof of purchase

How to Start a Return

Visit our Returns Portal to initiate your return request. If your order arrived damaged or doesn't meet expectations, please include clear photos of the item and any damage when submitting your request.

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 $30 flat rate shipping.
  

• Large Item Returns: For items that require truck transport instead of standard courier delivery, actual freight costs will apply.

Important for U.S. Customers: All duties, taxes, and fees paid during your original purchase, return shipment, or any exchange shipment are your responsibility. Cleanflow does not refund or absorb customs fees, duties, or taxes imposed by U.S. Customs. 

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 authorization through our portal will be held in storage until we hear from you. Unannounced returns will be returned to the sender or refused.

Faster Refund Options

Gift Card Refunds

Select "refund via GIFT CARD" in the return portal for faster processing instead of waiting for the refund to the original payment method.

Immediate Replacement Orders

Place a new order for the correct item immediately rather than waiting for the refund to process. Shop Pay is available at checkout to split larger purchases into 4 smaller payments.

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

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:

• 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 cheaper 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 using our portal will be held in storage until we hear from you. Unauthorized returns may be returned to the sender or refused.

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: If you believe you can find a better shipping rate, you are welcome to arrange and pay for your own return shipping label through a carrier like UPS or Canada Post. Simply initiate the return in our portal and contact our support team for the return address.
  

• 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 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.