Our Return Policy
Generally, we do not accept returns unless the item you purchased is defective. If you receive a defective item, please contact us with details of the product (serial number, model number, date purchased etc.) and the defect observed.
If the items you purchased were in stock at the time of your purchase, we may accept a return for refund within 7 days of you receiving your order, at our sole discretion. All returned product must be in its original packaging, unused (and not been installed), and in “as new” sellable condition.
Upon receipt of the returned item, we will fully examine it and notify you within a reasonable period of time, whether you are entitled to a return. If you are entitled to a return, we will refund your purchase price, less a 20% re-stocking fee. You are responsible for the shipping costs to return any items.
If 14 days or more have passed since your purchase was delivered to you, we are not able to offer you a refund or an exchange.
If you purchased items that were not in stock at the time of your order, we cannot accept any returns.
Our product return policy does NOT apply to warranty issues. Ducoterra’s SolaRay products carry a Lifetime Manufacturer Limited Warranty. Spectrum Infrared’s Si Series Glass and Si Series Aluminum Infrared panels carry a 30 Year Manufacturer Limited Warranty.
Under no circumstances will products be accepted for return OR warranty repair/replacement, without a RMA (Return Merchandise Authorization) number.