As soon as I received the product, I knew it wouldn't work for us (Google how you clean this plus it's way to heavy to be functional) so I contacted about an exchange. I read up on the return policy and when I emailed to confirm the proper procedure I got 1-word response emails from the sales email account. I shipped back the product in the original packaging and when Canada Post tracking notified that it was delivered, Harleen immediately said it wasn't. I felt unsupported through the whole experience and in the end I don't have a product, no refund, no exhange. I was foolish for not buying insurance or getting proof of delivery - but those finer points were never communicated to me either when I specifically tried to confirm the procedure