📦 Shipping & Return Policy
At WaterDirect, we want you to feel confident in your purchase. We are committed to providing high-quality water treatment products and a smooth, reliable ordering experience. Please review the following policies carefully before placing your order. WaterDirect only ships within Canada.
🚚 Shipping Policy
📦 Shipping Methods
Small parcel shipments (filters, parts, accessories) ship via courier (Purolator, UPS, etc.). Large items (water softeners, coolers, and systems) ship via freight on a pallet.
Once an order has been placed we will let you know how it is shipping and provide you with a tracking number or a estimated time of arrival (ETA).
⚠️ Important Shipping Information
Water softeners and coolers must remain upright during transport to prevent internal damage
Freight deliveries are curbside delivery only
Someone must be available to receive and inspect the shipment
Any damage from shipping must be photographed and WaterDirect must be informed of any issues ASAP
Residential deliveries may include tailgate service for safe unloading
Ship only within Canada
💬 Freight Shipping Costs
We understand that a $200 shipping charge for a water softener may seem high. These units must be shipped securely on a pallet and kept upright at all times to prevent internal damage. Freight charges also include residential delivery and tailgate-equipped trucks to ensure safe and smooth delivery. These measures are in place to ensure your unit arrives in excellent condition and to minimize the risk of damage or delivery issues.
🔍 Inspecting Your Shipment
Inspect all shipments upon delivery. Note any damage on the delivery receipt (POD) before signing. Refuse shipment if damage is severe. Take photos and contact us immediately.
⚠️ Failure to note damage at delivery may limit freight claims.
⚠️ Ordering the Correct Product
We strongly recommend verifying that you are ordering the correct product before placing your order. Contact us if you are unsure — we are happy to help!
Incorrectly ordered items are not eligible for return unless they meet the criteria below.
🔄 Return Policy
Due to the nature of water treatment products, some items cannot be returned once opened or used.
❌ Items Not Eligible for Return
The following products are final sale:
Water softeners
Reverse osmosis units
Replacement filters
Replacement Luminor lamps
Any replacement part with an O-ring that has been opened or installed
✅ Items Eligible for Return
We accept returns on certain items if they meet all conditions:
Unopened replacement parts and simple components (e.g., controllers)
Items must be unused, undamaged, and in original packaging
Return requested within 15 days of delivery
Must be in resalable condition
🚚 Return Shipping
Customers are responsible for all return shipping costs. We recommend using a trackable shipping method.
📩 How to Start a Return
Email info@waterdirect.ca with your order number. We will provide return instructions and approval. Once received and inspected, your refund will be issued (minus shipping)
🛠️ Warranty Policy
WaterDirect is a retail supplier and does not process manufacturer warranties. However, we provide: 90-day warranty on all newly purchased parts (from date of purchase). This covers defects in materials or workmanship only.
It does not cover:
Improper installation
Misuse or mishandling
Damage during installation or operation
⚠️ Additional Important Information
WaterDirect is not responsible for issues caused by incorrect product selection. Customers are responsible for confirming compatibility before purchase. Freight carriers are third-party providers; delivery conditions are outside our control. Any special delivery requirements must be communicated at the time of order.
📞 Need Help?
If you have any questions about shipping, returns, or product compatibility, please contact us before placing your order. We’re happy to help ensure you get the right product for your needs! Please email: info@waterdirect.ca or call: 1-800-775-4424.