RETURN POLICY

We stand by the ease of our return process. Products that remain unused and are in their original packaging can be returned promptly. Please ensure that the product is exactly as it was upon delivery, uninstalled and intact, to qualify for a return.

Please reference our General Conditions page for more details.

We have a 30-day return policy, providing you with ample time to request a return after receiving your item. To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@hydronicsdepotinc.com. If your return is accepted, we’ll send you a return authorization email that contains instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

A minimum restocking fee of 35% will be applied to all approved returns. This fee covers inspection, testing, re-inventory, and administrative handling. All transportation, shipping, and logistics costs are excluded from the restocking fee and are non-refundable. For international returns, any additional costs—including but not limited to re-declaration, customs documentation, brokerage fees, tariffs, taxes, duties, or government charges—are not included in the restocking fee and are the sole responsibility of the buyer. Return shipping and all related expenses must be prepaid by the buyer. We appreciate your understanding and cooperation.

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that we can rectify the situation and ensure you satisfaction.

1. Customized or Special Orders: Any valves or pumps that have been specially ordered or customized according to your specific requirements cannot be returned. These items are tailored to your unique specifications and may not be suitable for resale.
2. Used or Installed Items: We are unable to accept returns for valves or pumps that have been used or installed. Once a product has been installed or used, it is considered non-returnable due to the potential for damage or contamination during the installation process.
3. Damaged or Altered Items: If a valve or pump has been damaged or altered after delivery, it is not eligible for return. This includes any modifications, repairs, or attempts to disassemble the product without prior authorization.
4. Clearance or Sale Items: Clearance or sale items are generally non-returnable. These items are priced at a discounted rate, and as such, we are unable to accept returns or provide refunds unless they are proven to be defective or damaged upon receipt.
5. Electronic Components: We do not accept the return of coils, solenoid pumps, and V-series CEME solenoid valves. We reserve the right to refuse the return of any coils purchased from our storefront due to the potential for damage or contamination during the installation process.

To ensure a quick and effective resolution, we suggest starting a return process for the item in question. Upon approval of the return, we recommend making a separate purchase for the desired item. This simple approach guarantees that you will receive your desired item in the shortest possible duration.

Once we receive and inspect your return, we will notify you about the status of your refund. If it is approved, the refund will be automatically processed using your original payment method. The refund will be issued for the total amount of the cost of the goods purchased less shipping costs. Please refer to our Shipping Policy below for more details on the shipping process to ensure your return is processed successfully.

However, please keep in mind that there will be a 35% restocking fee for any returned items so long as they meet the above conditions to be eligible for return. Refunds are normally processed within 3-5 business days. The refund should appear on your credit card statement within 7-14 business days after the refund has been issued. If you do not see a refund after that time has passed, please consult your bank for further details.

SHIPPING POLICY

We appreciate your business and understand that getting your items promptly and in perfect condition is of utmost importance. Below, we have outlined our shipping policy to ensure a transparent and satisfying experience with every purchase.

We aim to process orders within a timely manner. All orders are processed within 1-2 business days (excluding weekends and holidays). If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

• Once an order is placed successfully, an email confirmation with order details will be sent. If you do not receive this email, please check your junk/spam folder or contact us for confirmation.
• Should you require any assistance or need to make a change to the order details, please contact us immediately at contact@hydronicsdepotinc.com.
  
  
Disclaimers:
• We will not be able to make any changes to your order after the order has shipped. Please ensure you have entered the correct ship-to address.
• We are not responsible for non-delivery due to errors in the address that you provide. Should orders return to us, you will be provided a refund excluding the shipping amount paid, and ask you to re-submit a new order with the corrected shipping address.
• We are not responsible once a shipment leaves our facilities, we are no longer able to control its journey. Whether shipped through our carriers or on the customer’s account, in the rare event that a shipment is lost by the carrier, please understand that we cannot be held responsible for the loss. For assistance with any shipping concerns, our customer service team is here to help guide you through the process of filing a claim with the carrier.
• Orders with shipping addresses from freight forwarding services are not accepted. We reserve the right to cancel any orders that violate this policy.

Shipping charges for your order will be calculated and displayed at checkout. We offer multiple shipping options to meet your needs, including standard and expedited services.

Canada & USA: Standard delivery typically takes 5–9 business days, while express options usually arrive within 1–3 business days. Free shipping may be available on qualifying orders. Local pickup is available (please contact us for arrangements).

International Orders: Standard delivery generally takes 10–21 business days, with express options available for faster service (around 4–10 business days). Shipping costs and times vary by destination.

Delivery Delays: Please note that unexpected delays may occur once the package leaves our facility and are outside our control.

For specific shipping rates and delivery options, please proceed to checkout. If you have questions about international shipping or bulk orders, feel free to contact us.

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Hydronics Depot Inc. is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). The customer is responsible for viewing tracking and paying applicable fees for import. Should these fees be paid before import, it is best to reach out through email or phone to have shipments sent by an alternative carrier or with Duty Delivery Paid (DDP) for ease of transaction.

Hydronics Depot Inc. is not liable for any products damaged during shipping. However, if you received your order damaged, please contact the shipment carrier to file a claim. Additionally, please save all packaging materials and damaged goods before filing a claim.

Hydronics Depot Inc. is not liable for any products lost during shipping. However, if you have not received your package within our estimated delivery timeframe, please contact the shipment carrier to file a claim. Additionally, once a claim has been filed, please reach out to our customer service desk and we will do our best to resolve the situation.

We currently ship worldwide. International shipping rates and delivery times vary by destination. Hydronics Depot Inc. is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, or air and ground transportation strikes or delays.

Please note: If applicable local taxes, duties, or customs requirements are not settled, or if delivery cannot be completed due to lack of cooperation or communication from the consignee, the shipment may be held or discarded at the carrier’s or forwarder’s facility at the sole discretion of the forwarder and/or local authorities. Once the shipment is handed over to the carrier, Hydronics Depot Inc. bears no responsibility for delivery, clearance, or release of the goods. All responsibilities related to customs clearance, local charges, communication, and final delivery rest solely with the consignee and the carrier.

In such cases, no refunds will be issued, as these circumstances are outside the control of Hydronics Depot Inc.

If you have any questions about our Shipping Policy or anything else, please contact us at:

• Email: contact@hydronicsdepotinc.com
• Phone: 1-800-936-2819
• Address: 138-13850 Yonge St., Richmond Hill, ON, Canada, L4E0K2