TERMS / RETURNS

Terms / Returns

Orders will not be shipped until after 9:00 AM Pacific Standard Time (P.S.T.) of the next business day (Monday to Friday) following placement of your order, excluding holidays and weekends. Change of day is considered to occur at midnight (12:00AM) P.S.T.

All order shipments are subject to product availability and complete customer order, billing and shipping information being received by Better Energy. Shipments are also pending weather restrictions or natural disasters. Shipping times only apply from the date and time that the order was shipped. Shipping times do not include customs delays.

Your order can only be cancelled before 9:00 AM P.S.T. of the next business day (Monday to Friday), following placement of your order, excluding holidays and weekends. After 9:00 AM P.S.T., a cancellation request is considered to be late and is not guaranteed to be accepted. Better Energy is not responsible for late cancellation notices and the customer will remain liable for all product and shipping and handling fees.

Change of day is considered to occur at midnight (12:00AM) P.S.T. Cancellations must be made via email request to support@solio.com or phone at +1 (510) 574-7325.

Non-Faulty Product

If for any reason you are not satisfied with any of our products, unused merchandise may be returned for exchange within 30 days from the date of receipt and subject to the provisions below:

The product must have been purchased via the www.solio.com online store. The product must be returned in its original packaging; Items returned for either exchange or refund must be in their original condition and shipped back in their original packaging. They must be returned undamaged, unused and unopened. The original sales receipt must be enclosed (photo copies accepted). Better Energy System reserves the right to replace defective units with Solio refurbished units. Refurbished units are offered with the same 30-day returns guarantee as new units.

A Return Merchandise Authorization (RMA) must be requested within 30 days of receiving the order: RMA requests past the 30-day period will NOT be accepted. Return packages without clearly marked RMA number will NOT be accepted and returned at the customer’s expense. Product must be mailed within 15 days of receiving an RMA form: No return packages will be accepted after this time period. Please return all products via insured parcel post. This shipping method allows for tracking of the package. Better Energy will not be responsible for lost or damaged packages. In addition to your 30-day returns guarantee, customers in the European Union are entitled to a statutory cooling-off period of seven business days.

Please Note:

Allow 30-days turn around time for exchange or refund items to be processed.

Shipping costs are not refundable. Customer is solely responsible for cost of shipping returned product to us. Better Energy Systems will pay shipping on any replacement product. Overseas Orders: DO NOT input the full commercial value of returned goods on any form you are required to complete. For maximum speed and efficiency simply put a nominal $1 US value. Clearly mark both sides of the package, GOODS FOR RETURN. If you do not this we may be asked to pay import customs, in which case we will refuse and your goods will be returned.

We reserve the right not to exchange or refund items that were: damaged due to accident, misuse, abuse, product modification or neglect or damage resulting from the performance of repairs unauthorized by Better Energy.

To ensure the highest possible quality, we fully inspect each product before it is shipped. We also fully guarantee all of our products to be free from factory and workmanship defects. If any product is found to be defective, or has been damaged in shipping, Better Energy needs to be informed immediately upon receipt of goods. Refund may be applied provided the conditions listed in our Exchange and Return policy are met.

In order to return or exchange any item purchased from www.solio.com, a Return Merchandise Authorization (RMA) must be requested within 30 days of receiving your order. The email must include your name, e-mail address, order id number (required), product and reason for return. Once you have received a reply from us, specific return instructions will be provided and must be followed. Please be sure to read and follow our return policy. To initiate any return, email us at support@solio.com. You may also request an RMA by clicking on our Support tab and by completing a customer support form.

DCL Inc.
Solio Returns
4455 E. Philadelphia St.
Ontario, CA 91761