XILTEK RETURN POLICY

 

 

1. OVERVIEW

 

Xiltek maintains a general no-return policy on refrigerators, freezers, and other full-size refrigeration equipment shipped via freight (referred to throughout this policy as "units"), with limited exceptions outlined below. Parts and accessories, which typically ship via standard parcel, are subject to a separate return process. Please read this policy carefully before placing an order.

 

 

2. GENERAL RETURN POLICY

 

NO RETURNS ARE ACCEPTED ON UNITS EXCEPT WHEN A PRODUCT IS REFUSED AT THE TIME OF DELIVERY DUE TO SHIPPING DAMAGE, AS DESCRIBED IN SECTION 3 BELOW. Once a unit has been accepted at delivery, it is not eligible for return on the basis of buyer's remorse, change of preference, or general dissatisfaction unrelated to a manufacturing defect confirmed by Xiltek.

 

 

3. FREIGHT DAMAGE AND DELIVERY REFUSAL PROCEDURE

 

The buyer is responsible for examining all units at the time of delivery to confirm they are free from damage, both visible and concealed, before signing for or accepting the shipment.

 

- All freight must be inspected before signing and accepting delivery.

- If there are any signs of damage, refuse the shipment and contact Xiltek immediately. We will help resolve the issue.

- Please follow Xiltek's freight procedure when accepting deliveries (available upon request or included with shipping documentation).

- Damage claims made after a shipment has been signed for and accepted will not be eligible for return or replacement under this policy.

 

 

4. RETURNS BASED ON CLAIMED DEFECT OR PERFORMANCE ISSUES

 

Xiltek understands that customers may occasionally request a return on the basis that a unit is defective, not working, or not cooling properly. In these cases, the following process applies:

 

- The unit will be inspected by Xiltek (or an authorized technician) to determine whether the reported issue is the result of a manufacturing defect.

- If Xiltek's inspection confirms a covered defect, the issue will be handled under the applicable warranty (see Xiltek's Warranty Policy) rather than as a return.

- If inspection finds no manufacturing defect and the unit is functioning as intended, the request will be treated as a standard return, subject to Xiltek's return approval, applicable restocking fee, and return shipping costs as outlined in Section 6.

- Xiltek reserves the right to decline a return outright where no defect is found and the request falls outside the exceptions listed in Section 2.

 

This policy exists to ensure fair treatment for all customers and to account for the cost of inspection, restocking, and handling on units returned for reasons unrelated to an actual product defect.

 

 

5. PARTS AND ACCESSORY RETURNS

 

Items sold separately, such as parts and accessories, are subject to the following:

 

- Returns are accepted solely at Xiltek's discretion and require prior written approval before any item is shipped back.

- There is no guaranteed return window. Eligibility is evaluated on a case-by-case basis.

- A restocking fee and/or return shipping fee may apply, at Xiltek's discretion.

- Contact Xiltek directly to request return authorization and to discuss details specific to your order.

 

 

6. RESTOCKING FEES

 

Where a return is approved outside of the freight-damage exception in Section 3 — including non-defective unit returns under Section 4 and approved parts returns under Section 5 — a restocking fee of 25% of the purchase price may apply. Return shipping costs are the responsibility of the buyer unless the return is due to a confirmed Xiltek error or shipping damage covered under Section 3.

 

 

7. HOW TO REQUEST A RETURN

 

To request a return, report shipping damage, or ask about eligibility, please contact Xiltek directly with your order number, model number, and a description of the issue. Our team will guide you through next steps, including inspection scheduling if applicable.

 

 

8. QUESTIONS OR CONCERNS

 

For any questions or concerns regarding this policy, please contact us.