Return Policy


30-Days Satisfaction Guarantee

We want you to be completely happy with the products we provide, that’s why we offer all customers a 30-day open return policy, (customer pays the fee for return shipping). We encourage you to try out your product as soon as you receive it, but make sure to keep it in salable condition, in case you realize the product isn’t for you. 
Your user feedback is extremely valuable to us. If you have a suggestion for how we can improve our products or services, we’d love to hear it!


20% Restocking Fee for Air Scrubbers

Due to safety precautions, we need to charge a 20% restocking fee for all returned Air Scrubbers. This fee is necessary for covering the cost and labour to replace the filters with new and unused filters before we can return the unit to stock.

 

Why do I Need a Return Merchandise Authorization Number?

We do not accept returns without a Return Merchandise Authorization (RMA). Please see details below under 'I’m Ready to Process a Return' for information on how to obtain an RMA number.
If you don’t obtain an RMA number before returning, it will be impossible for us to know who the return is for.

 

I Need to Cancel an Order

Please contact us immediately! Otherwise our super-fast shippers will send out your order and it will be too late to cancel!
We cannot stop or re-route a package that’s been handed over to the shipping carrier.
Please note that if you refuse delivery of a shipped order, you will be responsible for both the outbound and return shipping costs.
 

I Already Used the Product

If you already used the product and realized it isn’t for you, please return it in salable condition within 30 days of delivery.
Make sure to include all original parts, materials, and packaging in salable condition so that another customer may get a chance to use the product.
If our team members need to test, clean or repackage the product for you, we may charge you a 15% restocking fee to cover those labor costs.
 

I Think the Product is Defective

If the product isn’t working the way you expected it, let us work together to solve the problem!
We have direct product support from XPOWER Canada, and we work with XPOWER Manufacture to improve the products we supply.
In most cases, things can be fixed without you having to go through the return process.
    If you cannot find an answer there, please send us an email that contains:
    • Your serial number (can be found on the box)
    • Your receipt number
    • A description of the issue (as detailed as possible)
    • Pictures or videos showing the issue (if applicable)
    You can expect a reply within 1-2 business days.
     

    I Received a Gift and I Don’t Like It

    You can return XPOWER gifts within 30 days of delivery.
    If the item was marked as a gift by the gift-giver and shipped directly to you, you'll receive a gift credit for the value of your return. Once we’ve received the returned product, we’ll email you the gift certificate.
    If the item wasn't marked as a gift at the time the order was placed, or if the gift-giver had the order shipped to themselves to give to you later, we have to send the refund to the gift-giver, who will find out about your return.
    Gift cards are not eligible for a return or refund.
     

    I’m Ready to Process a Return

    The first thing to do, is to contact us for a Return Merchandise Authorization (RMA) number.
    Please note that we cannot process returns without RMA numbers, because it’ll be impossible for us to know who the return is for.
    Just like when you get a product from a physical store, it’s up to you to safely bring it back if you need an exchange or refund.
    This means 1) you’re paying for return shipping and 2) it’s your responsibility to ensure the product’s safe arrival at our warehouse.
    We recommend you use a trackable shipping service and add on shipping insurance to protect yourself in case the package is mishandled or lost on its way here.
    All shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
    Make sure to include all original parts, materials, and packaging in salable condition so that another customer may get a chance to use the product.
    If it’s not in salable condition, is damaged or missing parts for reasons not due to our error, we may only give you a partial refund, or no refund at all.
    We will notify you by email once your return has been received and inspected. We will also notify you of your refunded amount.
    We will send you the money the same way you sent us the money when you placed the order, meaning it’ll automatically go back to your credit card or other original payment method. We cannot transfer money to a card or account that wasn’t originally used to pay for the order. 
     

    I Haven’t Received My Refund Yet

    You can expect your return and refund to be processed within 10 business days of us receiving the returned item.
    Once we’ve issued the refund, it may take a few more days before the money shows on your card or account.
    If we have notified you about your approved refund and several days go by but you still don’t see the money on your card or account, please ask your bank or credit card company for help.
    If you’ve done all of this and you still haven’t received your refund, please contact us and we’ll help you figure out the situation. 


    I Have Lost My Receipt

    We may be able to send you another copy of your receipt. Please contact us and include in your message the full name, shipping address and email address you gave us when you first placed your order. 

     

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