Refund policy
Return & Refund Policy
Last Updated: October 30, 2026
Thank you for purchasing from My Solar Oven. We stand behind the quality of our products. Due to the size, weight, and shipping costs associated with our products, we maintain a strict return policy. Please review the following terms carefully before making your purchase.
Where Returns Go
Orders ship from our fulfillment warehouse in Wisconsin, but that warehouse does not accept returns. All approved returns ship to My Solar Oven in Matthews, North Carolina. We will give you the full return address, or a return label, with your Return Authorization. Packages sent to the Wisconsin warehouse, or to any address other than the one we provide, will be refused and are not eligible for a refund.
Return Eligibility
Returns are accepted within 30 days of delivery, subject to all of the following conditions:
- The product must be unused, unassembled, and in its original condition.
- The product must be in its complete original packaging, including all accessories, documentation, reflectors, trays, and any other included components.
- You must provide your order number and reason for return when requesting a return.
Products that have been used, assembled, cooked with, or show any signs of use, including soot, food residue, sun exposure marks, or wear, are not eligible for return and will be refused.
How to Request a Return
To initiate a return, email us at mysolarovenco@gmail.com or use the Contact page at MySolarOven.com within 30 days of delivery. Please include your order number and the reason for your return. Do not ship a product back without first obtaining a Return Authorization.
We will reply by email with your Return Authorization and return instructions, including the return address in Matthews, NC. Please ship your return within 14 days of receiving your Return Authorization. Return Authorizations not used within 14 days expire. Unauthorized returns will be refused.
Return Shipping
For standard returns, all return shipping costs are the sole responsibility of the customer. You are responsible for arranging and paying for return shipment to the Matthews, NC address in your Return Authorization, using a carrier that provides tracking. If you prefer, we can email you a prepaid UPS return label, and its cost will be deducted from your refund.
We recommend insuring your return shipment, as My Solar Oven is not responsible for returned items that are lost, stolen, or damaged in transit on a label you purchase. Please pack the product securely in its original packaging. Returns that arrive damaged due to inadequate packaging will not be accepted. Keep your tracking number and drop-off receipt until your refund is complete.
Shipping damage and defect returns follow a different process, with a prepaid label from us. See Damaged or Defective Products below.
Restocking Fee
All approved returns are subject to a $45.00 restocking fee, which will be deducted from your refund. This fee covers the cost of inspecting, repackaging, and restocking the returned product. The restocking fee does not apply to approved shipping damage or manufacturing defect claims.
Refunds
Refunds are issued only after your return arrives at our Matthews, NC location and we confirm receipt and complete our inspection. This applies to every return, including returns of damaged or defective products. A tracking number, drop-off receipt, or carrier "delivered" scan does not by itself complete a return. We will email you when your return arrives, and again with the approval or rejection of your refund.
Approved refunds will be issued to your original payment method, less the $45.00 restocking fee where it applies, within 10 business days of approval. Please allow additional time for your bank or payment provider to process the credit.
We photograph every return package when it arrives and as it is opened. A return will be rejected if the item is not the product we shipped to you (including any serial or lot markings), is missing components, shows signs of use, or shows damage that does not match what was reported to us.
If your return is rejected because the product does not meet the requirements of this policy, we will notify you and may offer to ship the product back to you at your expense. If you decline, the product will be forfeited.
Exchanges
We do not offer direct exchanges. If you would like a different product, please return your original order in accordance with this policy and place a new order.
Non-Returnable Items
The following are not eligible for return or refund under this policy:
- Products that have been used, assembled, or cooked with
- Products not in their complete original packaging
- Products returned without a valid Return Authorization, or after the Return Authorization has expired
- Products shipped to any address other than the one we provided, including our Wisconsin fulfillment warehouse
- Products damaged due to misuse, neglect, accidents, or failure to follow the Owner's Manual
- Products returned after 30 days from the date of delivery
- Gift cards or promotional items
Damaged or Defective Products
If your product arrives damaged during shipping or has a manufacturing defect, contact us within 7 days of delivery. This includes damage you find inside a box that looks fine on the outside, so please open and inspect your oven soon after it arrives. Shipping damage and manufacturing defect claims are handled separately from standard returns and are not subject to the restocking fee.
To file a claim, please do the following:
- Keep everything as it arrived. Keep the product, the shipping box, all packing materials, and the shipping label. Do not throw anything away, repair anything, or ship anything back until we tell you to. The carrier or our shipping insurer may need to inspect the item and the packaging. If glass is broken, you do not need to handle it; it is fine to leave it in the box.
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Send photos and a video by email to mysolarovenco@gmail.com with your order number:
- All sides of the shipping box, including the shipping label, plus the bottom if you can safely tip the box
- The product inside the box as you found it, before anything is removed
- The full damaged area (for broken glass, the whole glass pane from directly above with the reflectors folded out of the way) and a close-up of the worst spot
- One continuous, unedited video that starts on the shipping label and moves to the open box and the damage
- Complete any claim statement. The carrier or our shipping insurer may ask the person who received the package to confirm the claim with a short online form or statement. Please complete it within 5 days of our request.
What happens next. After we review your photos and video, we will decide the remedy, which may be a replacement oven, a replacement part (such as a glass door) shipped to you free of charge, or a refund. We will take your preference into account. If we need the product back, we will email you a prepaid return label at no cost to you. When returning a damaged or defective product:
- Ship only after we send you a label, and use only the label we provide. It is addressed to our Matthews, NC location.
- Follow the packing instructions we send with the label, and cover the old shipping label completely.
- Take a photo of the sealed box with the new label showing before you drop it off.
- Get a drop-off receipt from the carrier and keep it until your claim is complete. If a package shipped on our label is lost by the carrier, we will work it out with the carrier, and your receipt shows you shipped it.
- Ship within 10 days of receiving the label.
Refunds for damaged or defective products are issued only after the product arrives at our Matthews, NC location and we confirm receipt and inspect it, as described under Refunds above. Unless we agree otherwise in writing, a refund requires the return of the product; we cannot refund an order while the product stays with you.
We may deny a damage or defect claim if it is reported more than 7 days after delivery, if the requested photos or video are not provided, if the product or packaging was thrown away, repaired, or shipped somewhere before we approved it, or if the evidence does not match the damage reported.
Payment Disputes
If something is wrong with your order, please contact us first. We are a small, family-run business, and we answer every message. If you open a chargeback or payment dispute with your bank while a claim or return is in progress, we will provide your bank with this policy and our records of your order, and we may pause your claim or return until the dispute is resolved. This prevents the same order from being refunded twice.
Warranty
My Solar Oven products are also backed by a limited lifetime warranty covering defects in materials and workmanship. Warranty claims are separate from this Return & Refund Policy and are not subject to the 30-day return window. For complete coverage details and instructions for filing a claim, visit the My Solar Oven Warranty page.
Cancellations
If you wish to cancel an order before it has shipped, please contact us as soon as possible. We will do our best to accommodate cancellation requests, but orders that have already entered fulfillment or been shipped cannot be cancelled and will be subject to this Return & Refund Policy.
Contact Us
For return requests or questions about this policy, please contact us at:
Old North Supply Company LLC, dba My Solar Oven
Email: mysolarovenco@gmail.com
Website: MySolarOven.com