Return Policy

We value your satisfaction and aim to make the return process as smooth as possible. Please review the following details carefully to understand our procedures and avoid any confusion.

Inspection Upon Receipt

• Upon receiving your package, Please inspect it thoroughly for any damage, missing parts, or defects.
• If there are issues, you must open a ticket within 24 hours with detailed information and include photographs if necessary. The item must remain in its original packaging.
• Claims will not be accepted after 48 hours from delivery.

Return Conditions

• Defective Items: Must be returned in their original nylon wrapping. We do not cover defects resulting from installation errors or if the product was not used according to the manufacturer’s instructions.
• Photographs may be requested to support your claim.
• Claims will not be accepted after 48 hours from delivery.
• Installation Issues: If the product was incorrectly installed or not handled according to the instructions, the warranty will not be applicable, and we are not liable for any damage.

Return Process

• Contact us via the ticketing system, providing your order number, first and last name, and reason for return. All claims must be handled through our ticketing system. We do not respond to claims via phone or email.
• Response Time: If we do not receive a response to our requests for additional information within 7 days, the ticket will be closed, and the claim cannot be reactivated.
• If your return is approved, you will receive a RMA Number (Return Merchandise Authorization), which must be included on the return shipping label.

Important Return Conditions

• Returns within 30 days: If the product is unused and in original packaging, you may be eligible for a refund or store credit. Once installed or opened, returns are not accepted.
• Restocking Fees: A restocking fee of up to 45% may apply if a return is made without prior notification or approval.
• Shipping fees are non-refundable, and the buyer is responsible for return shipping costs.

Warranty & Defects

• Defective Products (Not Installed): We cover return shipping costs and send a replacement once we receive the defective item.
• Damaged Items: Items returned damaged or that have been installed are non-returnable and non-refundable.
• Shipping Costs: For warranty returns, the buyer is responsible for shipping costs unless specified otherwise in the warranty conditions.
• Professional Installation: We strongly recommend that the system be installed by a professional or knowledgeable individual.

Additional Fees and Shipping Information

• Shipping Costs: For warranty claims, the buyer covers all shipping costs unless the return is due to a vendor mistake.
• Restocking Fees: A minimum 10% restocking fee applies if the item is not properly protected during the return shipping process, or if shipping damage occurs due to inadequate packaging.
• International Returns: For returns from outside Canada, buyers are responsible for customs clearance and shipping fees, including brokerage fees.

Special Conditions

• Water Softeners: These are final sale and non-refundable, with only limited warranty coverage from the manufacturer.
• Custom/Made-to-Order Systems: May incur additional management or restocking fees.
• Order Cancellations: We do not cancel orders based on customer requests via email or phone. All concerns should be directed through our ticketing system. If an item is already in the shipping process, intercepting it may be challenging due to the high volume of shipments, making cancellation difficult. In such cases, if we are unable to retrieve the shipment, you will have the option to return the item once it is delivered to you. Buyer is responsible for return shipping costs.
  
  

Refund Process

• Refunds will be issued once we receive and inspect the returned items.
• Conditions: The item must be in its original, unused condition with packaging intact. Unauthorized returns or items returned damaged or not in original condition may result in a partial refund, delayed credit, or refusal of return.

International Returns

• For returns outside of Canada, the customer is responsible for customs clearance and any additional fees (including brokerage, taxes, etc.)
• Return Shipping Insurance: We recommend purchasing shipping insurance to protect against damages during return shipping.

Shipping and Order Errors

• Vendor Errors: In the event of an error in the order made by Maxwaterflow.com, the correct item will be sent at no additional shipping cost, with return shipping covered by Maxwaterflow.com. Deliveries refused for reasons other than shipping damage are treated as returns.
• Freight Damage: Customers are responsible for the condition of freight if returned after receipt. If the carrier loses the package, the customer must wait for resolution, which can take up to 60 days.

By following the above steps and conditions, we aim to ensure a smooth and fair process for all returns and warranty claims.