Return and Refund policy

SMARTFLOWDIRECT is owned and operated by SMARTFLOWDIRECT.
This Return and Refund Policy applies to all products purchased through:

https://smartflowdirect.com

Our Return and Refund Policy forms part of, and should be read in conjunction with, our Terms and Conditions, Privacy Policy, and Shipping Policy.
We reserve the right to modify this policy at any time.

Returns are only accepted once the product has arrived at its destination and been received by the purchaser. No returns are accepted for items that are still in transit or have not yet been delivered.

By making a purchase through our website, you acknowledge and agree to be bound by the conditions outlined below. This Return Policy does not affect your statutory rights.

If you have any questions about this policy, please contact us by email at support@smartflowdirect.com or by phone at 780-893-9318.

RETURNS AND REFUNDS

Customer satisfaction is extremely important to us. If you are not fully satisfied with your purchase, we are here to help.

Purchases made on our website may be returned for a refund within 15 days from the date of delivery.
If 15 days have passed since your item was delivered, we unfortunately cannot offer a refund or exchange.
Please note that customers are responsible for the cost of returning their product unless the item is defective or damaged.

CONDITIONS OF RETURN

To qualify for a return, the following conditions must be met:

  1. Provide the full name of the person who placed the order.

  2. Include your order number and proof of purchase (invoice or receipt).

  3. Items must be in original condition – unmarked, unaltered, and undamaged.

  4. All original packaging, accessories, and manuals must be included.

  5. The product remains the buyer’s responsibility until it reaches our warehouse. We recommend using a tracked and insured delivery service.

  6. Return and handling fees are non-refundable.

Important: Do not send products directly back to the manufacturer.
To request a return, please contact us first at support@smartflowdirect.com and you will receive detailed instructions on how to return your item.

DEFECTIVE OR DAMAGED PRODUCTS

We take product quality seriously and do our best to ensure every order arrives in perfect condition.
If your product arrives defective or damaged, please contact us within 15 days of delivery.

Please include the following in your message:

  • Full name of the purchaser

  • Order number

  • Clear photos or video showing the damage or defect

Once reviewed, we will arrange for a replacement, exchange, or refund.
In these cases, return shipping costs will be covered by SMARTFLOWDIRECT.

METHOD OF RETURN

(a) Returns by Mail

To initiate a return, please email support@smartflowdirect.com with your order details. You will receive instructions and a return authorization before shipping your item back.

Once approved, pack your item securely and send it to the address provided in our return instructions.

Note: Refunds are not available for Final Sale or Custom-Made items.

(b) Returns to Warehouse

As a convenience to our customers, products purchased on our website can also be returned directly to our warehouse (by appointment only). Please contact us before visiting to arrange your return.

(c) Return Shipping Fee

A flat return shipping fee (if applicable) will be deducted from your refund unless the product was defective or damaged upon arrival.

PROCESSING YOUR REFUND

Once your return has been received and inspected, please allow 3 to 5 business days for processing.
If your return meets all conditions, a confirmation email will be sent, and your refund will be issued to the original method of payment.

Please allow up to 72 hours for the credit to appear on your statement after processing.

If the returned item does not meet our conditions, it will be sent back to you at your expense.

UNDELIVERABLE PACKAGES

Undeliverable packages that are returned to SMARTFLOWDIRECT will not be automatically re-shipped. Additional shipping fees may apply.
If you wish to update your delivery address or request re-shipment, please contact our support team.

CONTACT US

If you have questions regarding this Return and Refund Policy, please reach out through our contact page or via the information below:

SMARTFLOWDIRECT

Email: support@smartflowdirect.com

Phone: 1-780-893-9318

Address: 1406 Raven Ave, Ottawa, ON K1Z 7Y4

Business Hours:

Monday – Friday: 9:00 AM – 5:00 PM EST
Saturday – Sunday: Closed

RETURN ADDRESS:
SMARTFLOWDIRECT
1406 Raven Ave
Ottawa, ON K1Z 7Y4
Canada