Return Policy

Your happiness is what it’s all about. We try to be as fair as we can. If your purchase isn’t doing it for you, no stress, you’ve got a full 30 days from when you receive it to send it back for your money back.

We just ask that you treat it like it’s still ours while you’re deciding. Give it a try, put it through its paces, but to get your full refund, it needs to come back in great shape, in its original condition and packaging. If a vacuum comes back used, showing some real wear and tear, or it turns out it wasn’t the model you needed (we put a ton of work into our site so you can match the right vacuum to your floors before you buy) we may need to hold back a restocking fee (somewhere in the 15–25% range, depending on the model and  its condition) to cover getting it back into shape. We’ll always be upfront with you about it before anything’s deducted.

Got an unopened item you want to swap? Even better. We’ll refund the full purchase price, and toss in a 10% credit toward your next order (sale items not included). Just make sure everything comes back in its original condition and packaging.

Who Covers What

If the mix-up is on us meaning we sent the wrong item, or your unit showed up defective, that’s 100% our bad. We’ll make it right and cover everything: full refund, return shipping, all of it. You won’t be out a cent.

Otherwise though, there are a couple of costs we get dinged with on every single order that we just can’t claw back (the payment processing fee and the cost of shipping the package out to you in the first place). The moment your order goes out, that money’s already spent, so it’s not refundable, and getting the item back to us is on you. Nothing personal, it’s just the part of the deal that’s out of our hands.

A Few Things to Keep in Mind

•     Some items are final sale and normally can’t come back, special-order items we don’t stock, discounted items, bulk buys (more than 5), air purifiers, vacuum bags, and parts/accessories. (Parts are a maybe, see below.)

•     Give us a shout before you send anything back. And heads up, we can’t be responsible for items that get lost or banged up on their way back to us. Free returns are for unopened items only.

Once your return lands back with us, we’ll give it a once-over and process your refund as long as it’s in original condition.

Ordered the Wrong Part?

Parts aren’t normally something we take back. But we get it, sometimes you order one and it turns out it’s not what you needed. So if it’s unused, still in its original packaging, and not a special-order item, reach out within 10 days and there’s a good chance we can help you out.

Just know it’s a favor, not a guarantee, and depending on the situation there may be some deductions (the processing fee and shipping costs still apply, same as above). Getting the part back to us is on you. But hit us up and we’ll see what we can do.

Changed Your Mind or Need to Cancel?

Ordered something and a couple of hours later thought, “oh no, wrong one”? Happens to the best of us. Give us a shout as soon as you can and we’ll do our best to catch it before it ships.

Here’s the one thing to know, even on a super-quick cancel: that payment processing fee gets charged the second you hit order, and we get dinged for it whether the package ships or not, there’s no way for us to get it back. So even if you cancel minutes later or simply changed your mind, that fee isn’t something we’re able to refund. It’s not us being difficult, it’s just money that’s already left the building.

And if your order’s already on its way, no worries, but you’ll be on the hook for the shipping and handling plus return shipping to get it back to us.

Contact Information

For any returns-related inquiries, please contact our customer service team.

Vacuum Warehouse Inc.
8910 Yonge St. Unit #3
Richmond Hill, ON, CA
L4C 0L7

Tel: 1-877-220-5656
Email: orders@vacuumwarehouse.ca