Refund policy

Effective date: July 23, 2026

This Refund and Return Policy explains the cancellation, return, exchange, damage-claim, and refund terms that apply to purchases made from My Energy Flow.

Return eligibility varies by product and manufacturer. Some products have shorter return windows, restocking fees, cancellation restrictions, or final-sale terms. Review the applicable product page before completing your purchase.

Nothing in this Policy limits any rights or remedies that cannot lawfully be excluded under applicable consumer-protection law.

1. Return-Policy Summary

Most eligible products may be returned within 30 days after delivery.
Product-specific return windows and restrictions apply where stated.
All returns require prior approval and return instructions from My Energy Flow.
Change-of-mind return shipping is generally the customer’s responsibility.
Restocking fees may apply and commonly range from 10% to 25%.
Final-sale and non-returnable products cannot be returned for change-of-mind reasons.
Damaged, defective, missing, or incorrect items are handled through a separate claim-review process.

This summary is provided for convenience. The complete terms below control.

2. Standard Return Window

Most eligible products may be submitted for return approval within 30 days after delivery.

A return request must be received within the applicable return window. Approval is not automatic and depends on:

The product’s return eligibility.
The applicable manufacturer or supplier policy.
The condition of the product and packaging.
Whether the item was used, installed, assembled, or altered.
Whether all included parts, accessories, manuals, and promotional items are present.
Whether the request complies with product-specific terms.

If a product page states a different return period or stricter condition, the product-specific terms apply.

3. Conditions for Change-of-Mind Returns

Unless the applicable product terms state otherwise, an approved change-of-mind return generally must be:

Unused and uninstalled.
Unassembled, where applicable.
In clean and resellable condition.
In the original packaging.
Complete with all parts, accessories, manuals, labels, and documentation.
Free from damage, modification, misuse, or signs of wear.
Accompanied by valid proof of purchase.

Products returned without required packaging, parts, or documentation may be refused or subject to deductions where permitted and disclosed.

Do not send a product back until the return has been approved.

4. Final-Sale and Non-Returnable Products

The following products are subject to specific final-sale restrictions:

Leisurecraft products: non-cancellable, non-returnable, and non-refundable after shipment.
Prism Light Pod products: non-cancellable, non-returnable, and non-refundable after shipment.

Additional products may be identified on their product pages as:

Final sale.

Made to order.
Custom or personalized.
Non-cancellable after supplier processing begins.
Non-returnable after shipment.
Subject to a shorter return window.

A final-sale classification does not prevent a customer from submitting a claim for a product that arrives damaged, defective, incomplete, or incorrect, or from exercising any non-waivable rights available under applicable law.

5. How to Request a Return

To request a return, email support@myenergyflow.com within the applicable return window.

Include:

Your full name.
Your order number.
The product you want to return.
The reason for the return.
Photographs of the product and packaging.
Video or other supporting information when relevant.

We will review the request and confirm:

Whether the product is eligible.
The applicable return deadline.
The authorized return address.
Any required Return Merchandise Authorization number.
Applicable shipping or restocking charges.
Packaging and carrier requirements.

The return address may be a manufacturer, distributor, or fulfillment facility and may differ from the My Energy Flow business address.

6. Return Authorization and Shipping Deadline

An approved return must be shipped within 7 calendar days after return authorization, unless the return instructions specify another deadline.

The package must display the required Return Merchandise Authorization number, where one is provided.

Returns sent:

Without prior authorization.
To an unauthorized address.
After the stated shipping deadline.
Without the required RMA number.

may be refused, delayed, or returned to the sender.

7. Change-of-Mind Return Shipping

Customers are generally responsible for the cost and risk of shipping an approved change-of-mind return.

Use a trackable and appropriately insured shipping service suitable for the product’s size, weight, and value.

Retain the tracking number, shipping receipt, and insurance documentation until the return and refund have been completed.

My Energy Flow is not responsible for a customer-arranged return that is lost, damaged, misdirected, or delivered to an unauthorized address.

Large products may require freight return service rather than a standard parcel carrier.

8. Original Shipping Charges

Original outbound shipping charges and optional service fees are generally non-refundable for an approved change-of-mind return, unless:

The return results from an error by My Energy Flow.
The product was damaged, defective, or incorrect and the claim was approved.
Applicable law requires otherwise.

Optional services already performed, including delivery, setup, installation, storage, redelivery, or White Glove service, may be non-refundable.

9. Restocking Fees

Some manufacturers and suppliers charge a restocking fee for approved change-of-mind returns.

Where applicable, restocking fees commonly range from 10% to 25% of the product price.

The applicable fee depends on the product, manufacturer, condition, packaging, and return terms. Product-specific restocking fees should be reviewed on the product page before purchase and will be confirmed during return authorization.

A restocking fee is not ordinarily charged when an approved return results solely from:

An incorrect item sent by My Energy Flow or its fulfillment partner.
Verified delivery damage.
A verified defect covered by the approved claim process.

10. Damaged Products

Inspect the shipment and packaging carefully when it arrives.

For freight deliveries, where reasonably possible:

Inspect the shipment before signing the delivery receipt.
Note visible damage or shortages on the delivery receipt.
Take photographs of the packaging, pallet, labels, and product.
Keep all packaging and delivery documents.

Report delivery damage as soon as possible by emailing support@myenergyflow.com.

Certain products and manufacturers, including some final-sale products, require damage to be reported within 48 hours after delivery. Product-specific claim deadlines apply where stated.

Include:

Your order number.
A description of the damage.
Photographs of all sides of the packaging.
Photographs of the damaged product.
A photograph or copy of the freight delivery receipt.
Video showing the damage where helpful.

Do not discard packaging or attempt an unauthorized repair before receiving instructions.

11. Defective Products

We may request:

Photographs or video showing the issue.
The serial number and model number.
Installation or setup information.
Troubleshooting steps.
Manufacturer warranty documentation.

Depending on the product, circumstances, manufacturer policy, and applicable law, the available remedy may include:

Troubleshooting assistance.
Replacement parts.
Repair.
Product replacement.
Refund.

My Energy Flow may assist with the claim, but the manufacturer may determine warranty eligibility and the available warranty remedy.

12. Incorrect or Incomplete Orders

The wrong product.
The wrong model or variation.
An incomplete product.
A shipment with missing components.

Include your order number and photographs of the received product, packaging, labels, and packing slip.

If the claim is approved, My Energy Flow will work with the supplier or fulfillment partner to provide the appropriate missing item, replacement, return arrangement, or refund.

Reasonable return shipping costs for an approved incorrect-item claim will not be charged to the customer.

13. Products That Do Not Arrive

We may open an investigation with the carrier, manufacturer, supplier, or fulfillment partner.

A carrier investigation may be required before a shipment can be confirmed as lost and before a replacement or refund can be approved.

If the shipment is confirmed lost, the available resolution may include a replacement or refund.

14. Order Cancellations

Cancellation requests are not guaranteed. An order may become non-cancellable once:

Manufacturer or supplier processing has begun.
The product has been prepared for shipment.
A custom or made-to-order product has entered production.
Shipping documents or freight arrangements have been created.
The order has shipped.

If cancellation is approved before applicable processing or shipment begins, the payment will be voided or refunded to the original payment method.

If cancellation is no longer possible, the order may be subject to the applicable return, return-shipping, restocking, or final-sale terms.

Product-specific cancellation restrictions apply where disclosed.

15. Exchanges

Direct exchanges are available only for select products and are subject to product availability and manufacturer or supplier approval.

An exchange may be considered for:

An incorrect product.
A damaged product.
A verified defect.
Another eligible product where the supplier permits an exchange.

For change-of-mind exchanges, the customer may be responsible for:

Return shipping.
Shipping for the replacement product.
Applicable restocking fees.
Any difference in product price.

Where a direct exchange is unavailable, an eligible product may need to be returned and a new order placed separately.

16. Return Inspection

Returned products are inspected after arrival at the authorized return facility.

The inspection may verify:

The product identity and serial number.
The product’s condition.
Whether it has been used, installed, altered, or damaged.
The condition of the original packaging.
Whether all accessories, manuals, and components are included.
Compliance with the return authorization.

We will notify you if the return is approved, rejected, or subject to an authorized deduction.

17. Refund Amount

An approved refund may be reduced by applicable amounts, including:

Disclosed restocking fees.
Non-refundable original shipping charges.
Customer-responsible return shipping.
Optional services already performed.
Missing parts or accessories.
Damage or diminished value caused after delivery.

No deduction will be applied where prohibited by law or where the charge is inconsistent with an approved damaged, defective, or incorrect-item claim.

18. Refund Processing Time

After an approved return has been received and inspected, My Energy Flow generally submits the refund within 10 business days.

Refunds are issued to the original payment method whenever possible.

After we submit a refund, your bank, card issuer, or payment provider may require additional time to post the credit to your account.

The time required by your financial institution is outside the control of My Energy Flow.

19. Refused, Undeliverable, and Unauthorized Returns

A shipment refused without authorization or returned because of an incorrect address, missed delivery appointment, inaccessible location, or customer failure to respond to the carrier may be subject to:

Outbound shipping charges.
Return freight charges.
Storage or redelivery charges.
Restocking fees.
Other carrier or supplier charges.

Do not refuse a damaged freight shipment solely because the exterior packaging appears damaged unless instructed to do so. Where possible, note the damage on the delivery receipt, accept the shipment, retain all packaging, and contact us promptly.

20. Manufacturer Warranties

Returns and manufacturer warranty claims are separate processes.

A product outside its change-of-mind return window may still qualify for manufacturer warranty support.

Warranty duration, covered components, exclusions, labour coverage, shipping responsibilities, registration requirements, and remedies vary by manufacturer and product.

Review the product documentation or contact us for the available warranty information for a specific product.

21. Legal Rights

This Policy provides contractual return and refund terms offered by My Energy Flow.

It does not exclude, restrict, or replace any consumer rights or remedies that cannot lawfully be waived under applicable law.

22. Related Policies

23. Contact Us

Contact our customer service team for questions about cancellations, returns, exchanges, damage claims, or refunds.

1001193398 Ontario Inc., operating as My Energy Flow
2232 Stratus Drive
Oakville, Ontario L6M 4W5
Canada

Customer service hours

Monday–Friday: 9:00 AM–5:00 PM EST
Saturday: 10:00 AM–6:00 PM EST