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Returns & Warranty Policy

Customer Satisfaction

If you are not completely satisfied with your purchase from cleanflow.net, we will be pleased to assist you with either a return or an exchange as outlined in the sections below.

In the event that your order is damaged or defective, we will gladly either replace it at our cost, or cover the cost of return freight for the defective goods if we deem it to be necessary.

Please visit https://returns.cleanflow.net/to report a damaged component.

Product Returns

If an item you have purchased from Cleanflow does not meet your expectations, you may return it for a refund or exchange within 30 days from date of purchase. Please visit https://returns.cleanflow.net/ to request a return or an exchange.

All returns require proof of purchase date and prior authorization by Cleanflow. Returned items must be in unused, 100% resalable condition. This includes all original packaging, inner plastic liners, tags, accessories and documentation including manuals and warranties.

Returns are inspected and quantified to ensure they are in 100% resalable condition before the return can be processed.

To submit a return request, please visit https://returns.cleanflow.net/. Shipping instructions will be provided after we have reviewed and accepted your return request. Please allow 2 to 5 business days for us to review and respond to your request.

Returned products are subject to a 25% restocking fee. The original shipping and handling fees, as well as the return shipping charges are non-refundable.

If you ship your order back to us without prior communication, it will be placed into storage until we receive communication regarding whether you'd like to be processed for a return or an exchange.

Please ensure that if you are looking to return or exchange an item from your order that you submit a request through https://returns.cleanflow.net/  beforehand, as we cannot be held responsible for packages that arrive unannounced and are placed into storage. Unauthorized returns may also be refused and returned to you. 

We encourage you to use a carrier that provides tracking numbers to trace the return. Cleanflow will not be responsible for returns lost during delivery. In case of damage or loss, returns should be insured against loss and damage.

Items purchased from the "Clearance Products" section of our website are final sale and not returnable. Other items not eligible for return include fuel burning heaters, thermal undergarments, water testing reagents, water filtration parts, filters, and membranes.

Product Exchanges

Any product may be exchanged for another product to Cleanflow within 30 days of purchase. A proof of purchase date is required. To exchange a product please visit https://returns.cleanflow.net/. Shipping instructions will be provided after we have reviewed and accepted your exchange request. Please allow 2 to 5 business days for us to review and respond to your request. 

Exchanged products are subject to a 15% restocking fee. The original shipping and handling fees, as well as the return shipping charges are non-refundable.

In the event that the customer requires a replacement product before the exchange is complete, the customer can purchase the replacement product and once Cleanflow has received and quantified the exchanged item, a refund can be issued for the item being exchanged.

Cleanflow must receive and quantify all items being exchanged prior to shipment of the replacement items.

Order Cancellations

Our job at it's most basic level is to get your order shipped out as quickly as possible. Therefore, we have a 90-minute policy in place for order cancellations. After your order has been placed, there is a 90-minute window before your order moves to our warehouse in which you will be able to cancel your order. After these 90-minutes, your order is with our warehouse and there are no guarantees that we will be able to cancel your order prior to shipment. Please note that orders can and do move to our warehouse faster than 90-minutes. In these scenarios, cancellation is not an option.

If you do wish to cancel and you are within our 90-minute window, please call us as soon as possible. Emails do not always get seen the same moment that they are sent. We require a phone call in order to cancel within our 90-minute window, as this is the most expedient form of communication that will alert our staff to your request the quickest.

Please do not place an order unless you are absolutely certain it is what you need. We are not responsible for shipping your order too fast, that is our duty and it is what we endeavor towards.

Right of Refusal

Cleanflow reserves the right to refuse a return, exchange or cancellation request at any time.

Warranty Information

The majority of merchandise sold by Cleanflow is subject to individual manufacturer's warranty. We do not carry the actual warranty, our manufacturers hold this responsibility. On your behalf, we can assist you to navigate the warranty process with an individual manufacturer.

Proof of purchase is required for all warranty claims. We can only assist you in claiming warranty for products purchased directly from us. If you are attempting to claim warranty for products purchased elsewhere, we are unfortunately unable to provide assistance.

After a simple procedure to qualify the warranty replacement, the product may be required to be returned to us if we or our manufacturer determines that it requires physical inspection. Otherwise, we will ask for proof of product destroyal. In the event that you require a replacement product before the warranty process is complete, you can purchase the replacement product and once Cleanflow has received and quantified the warranty, a refund can then be issued.

Courier Liabilities

Due to the risk of COVID-19 transmission, most couriers have suspended signature requirements for all shipments until further notice. If you expect or require a signature at time of delivery, unfortunately this is not possible for an indefinite period of time.

Please use the tracking number we email to track your shipment. If you don't see it in your email's inbox, please check your junk folder. If you don't see it there, please contact us.

We will not be held responsible for lost or stolen shipments where we have provided a tracking number and have receipt of record to indicate such on our end. It is the customer's responsibility to track their shipment and ensure its delivery during this period of signature suspension.

We are unable to take control or responsibility of shipment delays once packages have entered transit and encounter delays due to lockdown, weather, or other measures. If you are concerned about the timeframe of your shipment, we heavily encourage you to contact the courier company with your tracking number to discuss solutions with them.

Return and Exchange Exceptions

  • Products purchased from the "Clearance" section of our website are final sale and not returnable.

  • Special order items (items marked online as Special Order), as well as items not listed on our website are non-cancellable and non-returnable.

  •  Items that have been cut, for example lengths of hose or lengths of pipe, are non-cancellable and non-returnable.

  • There are no returns on used power equipment, including but not limited to any product with a gasoline engine, submersible pumps, drain cleaning equipment, etc. Other items not eligible for return include fuel burning heaters, thermal undergarments, water testing reagents, water filtration parts, filters, and membranes.
  • Goods supplied as ordered during abnormal market conditions are non-returnable. Examples of abnormal market conditions may include virulent outbreaks or natural disasters. Examples of such products may include disposable coveralls, generators, gloves, and masks, anti-bacterial soaps and sanitizers, etc.
  • We cannot issue a return for damaged, lost, or stolen packages. This responsibility belongs to the carrier who delivers the package. All goods are accepted in good condition by the carrier.

Notwithstanding this Return Policy, Cleanflow Utility Supply reserves the right to limit or refuse a return or exchange for a reason not stated above. This Return Policy may be modified at any time without notice.

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