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Our Newsletter


Return Policy

RETURN POLICY: GENERAL

If you find any problem with our products, or if you simply wish to return them to us, please email us WITHIN 7 DAYS. Let us know the details of the problem (if any) and we will help you troubleshoot and correct the problem. Problems usually arise due to incorrect installation or use. 

If you still wish to return the product(s), send the product back to us within 7 days of your receipt of the product for a no-hassle refund (with the following conditions and exceptions):

(1) Used items (including but not limited to filter cartridges and consumables) are not eligible for any refunds - We can only provide you with the manufacturers' contact information for you to contact them directly if you have any issues with them.

(2) All returned items may be subject to a re-packaging fee (if we deem necessary) which will not exceed 20% of the net price of the item. This fee shall be determined by us based on the condition of the original packaging.

(3) Shipping fees are not refundable. 

(4) Products must be returned to us (freight prepaid by the customer), UNUSED in their original packaging, and in good saleable condition. Please follow our Packaging Guidelines.

It is your responsibility to insure the returned items adequately against damage or loss in transit. If you are shipping from outside Canada, declare the returned package as a "Defective Product Return" or "Wrong Product - Return to Sender" and declare its purchase value, AND also state $0.00 as its dutiable value. This is to help you avoid any unnecessary charges by Customs, the courier companies or the Postal Services which we will not be responsible for.

Product Return After 7 Days of Delivery

If the 7-day no-hassle refund period is exceeded, a re-stocking/re-packaging/administrative fee of 20% of the net price or US$10/C$12.50 (whichever is the greater) will apply to cover our extra resources utilized and expenses (including re-packaging costs and non-refundable charges by the credit card issuers) in processing returns. Items returned cannot be sold again as new, and we have to bear possible losses unless the item is defective and covered by the manufacturer.

(Note: Given the fact that a re-stocking fee may be charged, and that you need to pay for the return shipping to us, please consider the financial pros and cons before returning a product, especially for low value items. Our advice is for you to make sure the product(s) suit your before ordering them.) 

Please note that we reserve the right to refuse refund for and deduct from the refund the price of filter cartridges that are unwrapped or used, for reasons of hygiene.

If any manufacturing defect or malfunction is positively confirmed on any product, we will also credit the shipping charges you paid when the product is purchased. We may also, at our sole discretion, arrange for repair or exchange of the defective product instead of giving a refund.


RETURN POLICY APPLICABLE TO ITEMS/PACKAGES WEIGHING MORE THAN 30KG/66LB


Due to the heavy weight of some products (especially after installation when the unit is filled with water) and the impossibility of draining them completely of water, we do not accept returns under any circumstances. Our products are reliable products manufactured by reputable manufacturers - If any problem is found with the products, we will assist in providing advice on troubleshooting, and will replace any faulty part at no charge to the customer if within the part's warranty period.


RETURN POLICY FOR WATER DISTILLERS

We do not accept returns of water distillers on grounds of finding a metallic/plastic taste in the water in the initial period of use. A very weak metallic/plastic when the distiller is new is not uncommon. The taste will dissipate quickly with use or if the regime we recommend for the elimination of metallic/plastic taste is carried out. If you still have any problem, we can only direct you to the Master Distributors or Manufacturers of the respective products for them to provide an explanation to you.


PACKAGING AND SHIPPING GUIDELINES FOR PRODUCT RETURNS
(including returns for repair)

These are the Packaging & Shipping Guidelines when returning any products to us:

Products must be returned to us (freight prepaid by the customer), unless we make a specific alternate pre-arrangement with the customer regarding shipping for a specific case (For example: if a product's warranty includes free shipping).

You must include the following in the package:
- Item returned
- Your name and contact info (including your shipping address)
- An adequate description of the problem or the service you require

It is your responsibility to insure the returned items adequately (if needed) against damage by rough handling or loss in transit. We will not be responsible for damage sustained in transit.

  • Re-use the original packaging (box and cushioning material) if you still have them and if they are still suitable for shipping the particular product. If the original packaging is not suitable (for example, if only one part of the original order is returned), use packaging that is the smallest possible to save on shipping charges.
  • Do not return unnecessary accessories, unless you are eligible for a complete refund.
  • Remember packages are handled VERY roughly while in transit: Use adequate cushioning material to help the product withstand the very rough handling and frequent impacts with other packages.
  • Use additional protection for any of the product's identifiable weakest parts if they are delicate and easily broken on impact.
  • Remember, softer cushioning materials (such as bubble wrap and crumpled newspapers) are usually more effective than more rigid materials (such as cardboards) to absorb impacts.
  • Ensure there is no movement of the product within the package.
  • Use a suitable shipping service to ship the product. Some services include basic shipping insurance and package tracking in the fees charged. Any product(s) returned should be adequately covered by insurance in case it is lost or damaged in transit.

 

Canadian customers: Ship to our Canadian address.

USA customers: Ship to our USA address.

International customers: Ship to either of our Canadian and USA addresses.

Remember to include these in the package: 

  • The products (or product parts)
  • A note with a description of the problem AND your return shipping information (name, address, phone number)

Product return addresses:

You must notify us (by email) of the tracking number of any product that is returned.

Canadian customers:
EcoPure Water Filters
Bridge Business Centre
#120 - 3989 Henning Drive
Burnaby BC
Canada V5C 6N5
Tel: (604) 767-7123 

USA customers:
Kenny Lau
Vio Systems BC Inc 
1591 McKenzie Way
Point Roberts WA 98281 
Tel: (604) 767-7123

Some products requiring repair may be shipped to our associate store in Ontario. We will advise you by email if your item can be handled more appropriately by them.