Henry Help Centre

 A: Replace with a fresh HepaFlo filter bag and clean the drum. If smell persists, try a MicroFresh filter (with charcoal). Do not use scent beads or fragrances—they can harm your Henry and void the warranty.

 A: The built-in automatic thermal cut‑out may have triggered due to overheating. If hot, allow up to an hour to cool; it will reset automatically.

 A: Likely a blockage. Inspect and clear debris manually.

 A: Usually indicates a blockage. Check and clear all pathways.

 A: No, Henry vacuums require a genuine HepaFlo filter bag, which protects both motor and dust containment. Not using a manufacturer’s bag will void the warranty so be sure you have plenty in stock.

 A: Typically up to one month, but frequency depends on usage. Change when suction drops or the unit feels heavy.

 A: Remove filter, shake off dust inside a bag. Do not wash white filter.

 A: No. Henry is for dry use only. For wet pickup, see the wet/dry range.

 A: Use lubricant and twist to separate. If accessories are stuck, gently heat the plastic connection. Wipe connections regularly to prevent sticking (not applicable to Quick models).

 A: Blocked solution jets from crystal buildup. Soak in warm water or clear with a pin. Flush solution tubes with water after use. Use low/no‑foam solution at correct dilution.

 A: High‑pile carpets may cause the safety cut‑out. Use without a brush on thick carpets. Clean hair and debris from brush roll.

 A: Check for blockages. Alternatively, the pod may be full; replace the filter pod.

 A: Simply replace the pod; details on packaging/instructions.

 A: Designed/tested in the UK; manufactured in China for now, but majority of range still produced in Somerset, England.

A: Yes. It’s owned by NaceCare Solutions, located in Mississauga, ON, Canada

 A: Accepts Visa, Mastercard, American Express, PayPal, and ShopPay (subject to approval).

 A: Orders can be changed prior to the issuance of the shipping confirmation email.  To change or cancel an order, please reach out to our Customer Care Department at 1-888-269-3844 or via email at customercare@myhenry.ca.

Orders cannot be changed once the shipping confirmation email has been sent.  In those instances, please follow our returns process and we will issue you with a refund as quickly as possible.

If you would like to order additional items, please place a new order through MyHenry.

 A: Dispatched same day if ordered before 12:00 p.m. Delivered in two to ten working days (excluding stat holidays).

 A: Yes. If your product was registered and within 30 days of delivery for a no-hassle return.

 A: There’s a five-year warranty on the canister, two years on Henry Quick, Wet/Dry, battery vacuum motors, one year on parts. Manufacturer defects only. Provide order number, serial (if applicable), and issue description for claims. 

Vacuum(s) must be used with a Henry HepaFlo vacuum bag to qualify for the five-year motor warranty. If the vacuum is used bagless or with another manufacturer’s vacuum bag, the warranty is two years. In addition, should you have any questions regarding warranty or claims, please contact us at: customercare@myhenry.ca.

 A: All parts ordered for warranty replacement will be shipped by standard ground service. Any requests for expedited delivery will be at the expense of the customer.

 A: Replacement parts for machines exceeding the original warranty period are covered for ninety (90) days. Replacement parts that are considered wear items carry no warranty.

 A: Numerous items wear out under normal usage conditions. These items aren’t eligible for warranty coverage. These include: vacuum hoses, hose cuffs, hose fittings, brushes, belts, filters, filter screens, grips, castors, wheels, tires, light bulbs, gaskets, carbon brushes, fuses, drain hoses, power cords, bearings, o-rings, armatures, and vacuum bags. Other items not covered under the warranty policy are: express freight, travel allowance, return freight of defective parts, freight damage, and misuse of equipment.

Please see page here.

Please see page here.

Complete this form to register your Henry product for warranty and support