Returns & Support

Introduction

At Sodium Frost Glow, we aim to ensure your satisfaction with our sodium-ion power station (e.g., NB251). This Return Policy and Technical Support document outlines the process for returning products and accessing support, ensuring a seamless experience. By purchasing or using our products, you agree to these terms. This policy is disclosed prior to purchase, as detailed on product pages or at checkout.

1. Return Policy

1.1 Return Eligibility

• Timeframe: Products purchased directly from https://sodiumfrostglow.com/ or our Kickstarter campaign are eligible for return within 10 days of delivery.
• Condition: Items must be unused, in original packaging, with all tags, manuals, and accessories included.
• Safety Concerns: For safety issues (e.g., overheating, electrical faults), contact support@sodiumfrostglow.com immediately for priority returns.
• Exclusions: Customized products, opened consumables, or products damaged due to misuse (e.g., water exposure beyond specifications) are non-returnable.
• Kickstarter Note: Kickstarter orders are subject to this policy upon delivery, per British Columbia consumer laws.

1.2 Return Process

• Initiate a Return: Contact support@sodiumfrostglow.com with your order number, product details, and reason for return.
• Approval: We’ll review your request within 48 hours and provide a return authorization and shipping instructions if approved.
• Shipping: Return shipping costs are your responsibility unless the product is defective, incorrect, or poses a safety issue. Use a trackable shipping method.
• Inspection: Upon receipt, we’ll inspect the product within 72 hours. Eligible returns will be processed for a refund.

1.3 Refunds

• Processing Time: Refunds are issued within 7-10 business days of receiving the returned item, to the original payment method.
• Amount: Refunds cover the product price (e.g., CAD$1499 for NB251) minus shipping and taxes, unless the return is due to defects, incorrect items, or safety issues.
• Non-Refundable: Shipping fees, taxes, or duties are non-refundable unless we shipped a defective, incorrect, or unsafe item.

2. Technical Support

2.1 Support Eligibility

• Covered Products: Support is available for Sodium Frost Glow products purchased from our Website or Kickstarter.
• Warranty: Products include a 2-year limited warranty covering manufacturing defects, starting from delivery date.
• Kickstarter Note: Kickstarter orders are subject to this warranty policy upon delivery.

2.2 Support Process

• Contact: Email support@sodiumfrostglow.com with your order number, product issue, and photos/videos if applicable.
• Response: We’ll respond within 48 hours with troubleshooting steps or repair/replacement instructions.
• Safety Issues: Safety-related issues (e.g., battery overheating) will receive priority support to ensure compliance with safety standards.
• Repairs/Replacements: If defective, we’ll cover repair or replacement costs (including shipping) within warranty. You may need to return the product for inspection.
• Exclusions: Warranty does not cover damage from misuse (e.g., operating outside -45°C to 60°C range), unauthorized repairs, or normal wear (e.g., scratches).

2.3 Additional Resources

• FAQs: Visit https://sodiumfrostglow.com/faq for common issues (e.g., charging at -45°C, battery care).

3. Contact Us

For questions about returns or technical support, contact:

• Email: support@sodiumfrostglow.com
• Address: 870 Riverside Dr, Port Coquitlam, BC, V3B 7T3, Canada
• Hours: Monday-Friday, 9:00 AM – 5:00 PM PST

4. Governing Law

This policy is governed by the laws of British Columbia, Canada, without regard to conflict of law principles. Any disputes will be resolved in the courts of Port Coquitlam, British Columbia, Canada.