Refund Policy

1. Introduction

At SOL INCINERATOR, we stand behind the quality of our products. We want you to be completely satisfied with your purchase. This Refund Policy outlines the terms and conditions for returns, refunds, and exchanges for products purchased through our website solincinerator.ca or directly from our authorized retailers.

By purchasing our products, you agree to the terms of this Refund Policy. This policy may be updated from time to time, and your continued use of our website and products constitutes your acceptance of any changes.

2. 30-Day Money-Back Guarantee

SOL INCINERATOR offers a 30-day money-back guarantee on all of our products. If you are not completely satisfied with your purchase for any reason, you may return it within 30 days of the delivery date for a full refund of the purchase price.

To be eligible for a return under our 30-day money-back guarantee, the following conditions must be met:

• The product must be in its original condition
• All original packaging must be included
• All accessories, manuals, and documentation must be included
• The product must not show signs of excessive use, damage, or misuse
• Proof of purchase must be provided

3. Return Process

3.1 Initiating a Return

To initiate a return, please follow these steps:

1. Contact our Customer Service team at support@solincinerator.ca or call +1 (580) 414-0198 to request a Return Merchandise Authorization (RMA) number.
2. Our team will provide you with the RMA number and detailed instructions for returning the product.
3. Package the product securely in its original packaging, including all accessories and documentation.
4. Clearly mark the RMA number on the outside of the package.
5. Ship the package to the address provided by our Customer Service team.

Returns without an RMA number may be refused or delayed in processing.

3.2 Shipping Costs for Returns

For returns under our 30-day money-back guarantee:

• If you are returning a product because you are not satisfied with it (no defect), you are responsible for the return shipping costs.
• If you are returning a product due to our error (wrong item shipped, defective product, etc.), SOL INCINERATOR will cover the return shipping costs. We will provide a prepaid shipping label or reimburse you for reasonable shipping expenses.

We recommend using a trackable shipping method to ensure that your return can be tracked and verified.

4. Refund Processing

4.1 Inspection and Processing Time

Once we receive your returned product, our team will inspect it to ensure it meets the eligibility requirements for return. This inspection process typically takes 2-3 business days.

After the inspection is complete and the return is approved, we will process your refund. Please allow for the following processing times:

• Credit card refunds: 3-5 business days
• Debit card refunds: 5-7 business days
• Other payment methods: 5-10 business days

You will receive a confirmation email when your refund has been processed.

4.2 Refund Method

Refunds will be issued to the original payment method used for the purchase. If the original payment method is no longer available, we will work with you to determine an alternative refund method.

4.3 Partial Refunds

In some cases, a partial refund may be issued if:

• The returned product shows signs of use or damage beyond normal inspection
• Components or accessories are missing
• The product has been opened or used and cannot be resold as new

If a partial refund is applicable, we will contact you to discuss the details before processing the refund.

5. Exchanges

If you would like to exchange a product for a different model or size, please follow the same return process outlined above and place a new order for the desired product. This ensures the fastest processing time for both your return and your new order.

If the exchange is due to a defective product, please contact our Customer Service team directly to discuss expedited exchange options.

6. Warranty Claims

SOL INCINERATOR products are covered by product-specific warranties as detailed in the product documentation. Warranty periods vary by product model:

• SOL INCINERATOR Pro X5000: 5-Year Limited Warranty, 10-Year Motor Warranty
• SOL INCINERATOR Compact S3000: 3-Year Limited Warranty, 7-Year Motor Warranty
• SOL INCINERATOR Sanitizer E2000: 4-Year Limited Warranty, 8-Year Motor Warranty, 2-Year UV System Warranty
• SOL INCINERATOR Deep Clean D7000: 6-Year Limited Warranty, 12-Year Motor Warranty, 5-Year Pump Warranty
• SOL INCINERATOR Multi-Surface Kit: 2-Year Limited Warranty on all attachments and components, Lifetime Warranty on the storage case

For warranty claims, please contact our Technical Support team at support@solincinerator.ca or call +1 (580) 414-0199. Our team will guide you through the warranty claim process, which may include troubleshooting, repair, or replacement options.

Please note that warranty claims are separate from our 30-day return policy and are subject to the specific terms and conditions outlined in the warranty documentation provided with your product.

7. Non-Returnable Items

The following items are not eligible for return or refund:

• Products purchased more than 30 days ago (except for warranty claims)
• Products that have been used extensively or show significant wear and tear
• Products that have been damaged due to misuse, abuse, or improper maintenance
• Custom or special order products specifically manufactured to your specifications
• Consumable items such as filters, cleaning solutions, or other disposable components once opened
• Digital downloads or software products that have been activated

8. Damaged or Defective Products

8.1 Damage During Shipping

If your product arrives damaged due to shipping, please:

1. Document the damage with photos before unpacking the item completely
2. Keep all original packaging materials
3. Contact our Customer Service team within 48 hours of delivery

We will arrange for a replacement to be shipped or issue a full refund, depending on your preference and product availability.

8.2 Defective Products

If you discover that your product is defective within 30 days of receiving it, you may choose between:

• A full refund
• A replacement product
• A repair under warranty (if applicable)

For defects discovered after 30 days, please refer to our warranty claim process outlined in Section 6.

9. Cancellations

You may cancel an order before it has shipped by contacting our Customer Service team. If your order has already been processed for shipping, you will need to follow our return process after receiving the product.

Pre-order cancellations are accepted at any time before the product ships with a full refund.