Refund policy

Return Policy 

You can return your purchase within 7 days of delivery. We accept returns only on new, unopened and unused products. We make no exceptions to this policy to protect our customers, our employees and our inventory from possible exposure to bed bugs.  

Please contact our customer support team and they will provide you with a shipping label and instructions for the return: 

uscustserv@polti.com 
Monday to Friday: 8am – 5pm PST 

Simply contact us for a return authorization number within 7 days of receiving your order. Once the RA has been issued, please return the items back to us. 

Products returned without an RA will be returned to the customer. Please also be sure to include a copy of your receipt so that we may identify the order. 

The return needs to be shipped in its original packaging along with all the accessories originally included in the box. 

The payment method used to make the purchase will be credited back, less any shipping costs incurred* to ship your order, within 10 business days of our receipt of the returned item.  

You will receive an e-mail confirmation once your refund is processed. 

*The client will be responsible for the return shipping costs, except when items delivered to the customer were defective or damaged.  

Warranty policy 

Customers must register their product at www.poltiusa.com/pages/registration or provide proof of purchase in order to take advantage of POLTI USA’s 1-Year warranty policy.  

LIMITED WARRANTY  

WHO IS COVERED: 
This product is warranted to the original purchaser or the person receiving the product as a gift, it is warranted against defects in materials and workmanship as based on the date of original purchase from an Authorized Dealer. The original sales receipt showing the product name and the purchase date from an authorized retailer is considered proof of the date of purchase.  

WHAT IS COVERED: 
Subject to the exclusions contained below, Polti USA, Inc. warrants this product to be free from defects in materials and workmanship for a period of 1 (one) year from the date of purchase. 
At its option, Polti USA, Inc. will either repair the product at no charge, using new or refurbished replacement parts; exchange the product with a product that is new or which has been manufactured from new, or serviceable used parts and is at least functionally equivalent to the original product in current inventory. Polti USA, Inc. warrants replacement products or parts provided under this warranty against defects in materials and workmanship from the date of the replacement or repair for the remaining portion of the original product's warranty. When a product or part is exchanged, any replacement item becomes your property and the replaced item becomes Polti USA, Inc.’s property. 
Replacement products can only be sent if all warranty requirements are met. Failure to follow all requirements can result in delay or denial of warranty.  

WHAT IS NOT COVERED EXCLUSIONS AND LIMITATIONS: 
This limited warranty does not cover defects due to incorrect use or use other than that is identified in the instruction manual, which is an integral part of the contract of sale for the product. The limited warranty does not cover parts that are subject to normal wear and tear (consumables such as filters, brushes, etc.), 
Defects or damage that result from (a) the use of non-Polti original accessories, spare parts or consumables, (b) improper operation, storage, misuse or abuse, accident or neglect, such as physical damage (cracks, scratches, etc.) to the surface of the product resulting from misuse, (c) use of the products for commercial purposes; (d) subjecting the product to abnormal usage or conditions, (e) limescale build-up, and (f) chance (fire, short circuit) which are not the fault of Polti USA, Inc., are excluded from coverage. 
Polti will accept no responsibility for any injury to people or animals or damage to property directly or indirectly resulting from failure to follow the instructions provided in the instruction manual, including, without limitation, warnings and product maintenance instructions. 
The limited warranty does not cover damage caused by service performed by anyone other than an Authorized Service Location, to a product or a part that has been modified without written permission, if the recommended maintenance of the product is not correctly performed or if any product’s serial number has been removed or defaced.