Refund policy
90-Day Returns After a Reasonable Home Trial
You have 90 days after delivery to request a return for any reason. You may open the package, fill the tank with clean water, operate the product, and reasonably test it for normal household cleaning. Opened packaging, missing original packaging, light water or mineral traces, and ordinary cosmetic signs from a reasonable trial do not by themselves reduce your refund.
This voluntary 90-day policy is in addition to any mandatory consumer rights that apply where you live.
This voluntary 90-day policy applies to products purchased directly at goehnerstech.com. Purchases made through a marketplace or other retailer follow that seller’s return process. This does not limit applicable manufacturer-warranty rights or mandatory consumer rights.
How to start a return
Email returns@goehnerstech.com with your order number. Please wait for our return instructions before sending the item. We may request photos or a short video to document its condition and arrange safe return shipping; that request does not by itself affect eligibility.
Within 2 business days (Monday–Friday), we will provide the return address and full instructions, including a return shipping label where applicable. Unless we agree otherwise or applicable law requires a longer period, hand the package to the specified carrier within 14 calendar days after receiving those instructions or the label. Contact us before the deadline if you cannot do so.
What to include
Return the main unit and the included parts and accessories in your possession. Original packaging is recommended but not required. If it is unavailable, use equivalent protective packaging. Damage during return shipping caused by inadequate packaging may be treated as customer-caused damage.
When we provide a prepaid return label, Goehner's bears the risk of loss in return transit after the carrier’s first acceptance scan, provided you use that label and follow the packing instructions. Customer-caused damage from inadequate packaging may still support a documented deduction. When you arrange the return carrier yourself, including a change-of-mind return without our label, transit risk remains with you until the return is delivered to us; use a tracked service and retain the receipt. Mandatory consumer rights remain unaffected.
Return shipping costs
Goehner's covers return shipping when the item is defective, damaged in transit, or incorrect. For returns for another reason, including a change of mind, the customer is responsible for return shipping unless applicable law requires otherwise. We do not charge a restocking fee.
When a documented deduction may apply
A reasonable home trial qualifies for a full refund when the product and included items are returned without customer-caused damage. A deduction may only reflect an actual, documented reduction in value caused by:
- Missing included parts or accessories for reasons not due to our error.
- Drops, impact, burns, improper storage, or use contrary to the user manual.
- Detergent, cleaning solution, powder, oil, fragrance, or another non-water substance added to the tank.
- Unauthorized disassembly, repair, or modification.
- Commercial or industrial abuse, or serious contamination beyond a reasonable household trial.
We do not deduct solely because the package was opened, the original packaging is missing, light water or mineral traces are present, or ordinary cosmetic signs resulted from a reasonable trial. Before issuing a partial refund, we will provide photos, the reason, and an itemized amount. The total deduction cannot exceed the amount actually paid for the affected item.
Defective, transit-damaged, or incorrect items
Contact us promptly if the item is defective, arrives damaged, or is not what you ordered. When the issue is ours or the carrier's, Goehner's covers return shipping and no condition deduction applies.
Exchanges
The fastest exchange is usually to place a new order while we process the original return. Email returns@goehnerstech.com to begin.
Refunds
After we receive and inspect the return, we process the approved refund to the original payment method within 2 business days, or earlier where applicable law requires. Your bank or card issuer may need additional time to post it.
For a cancellation before shipment, including a shipping delay you do not accept, we refund all amounts paid for the cancelled, unshipped item.
For a voluntary change-of-mind return, the refund includes the amount actually paid for the returned item, less only any permitted documented deduction, and any sales tax or VAT collected by us on the refunded amount. Outside a mandatory withdrawal period, the original outbound shipping charge and any premium or expedited-delivery surcharge are not refunded unless we state otherwise.
Where mandatory withdrawal rights apply, we refund the cost of the least expensive standard outbound delivery method we offered. Any additional amount paid for a premium or expedited delivery method is not refunded unless applicable law requires it.
For a defective, transit-damaged, or incorrect item, we cover authorized return shipping. If the approved remedy is a full refund, we refund the product price, refundable sales tax or VAT collected by us, and the original outbound shipping charge attributable to the affected item. A premium or expedited-delivery surcharge is refunded when the service failure was our error or applicable law requires it.
Import duties or taxes collected directly by a carrier or customs authority are not automatically part of a refund issued by us. A verified import duty charged contrary to our expansion-market duty promise is handled under the Shipping Policy; otherwise, recovery may need to be requested from the collecting party. Universe Force Limited, the entity that processed the payment, issues refunds to the original payment method.
After 90 days
After the voluntary 90-day return period, applicable warranty rights and mandatory consumer rights remain available.
Contact
Goehner's Support Team
Email: returns@goehnerstech.com
Phone: +1 (800) 315-9607
Business address: 5448 Apex Peakway, Box 197, Apex, NC 27502, USA
(This is our business address, not a return address. The return address is provided with your instructions.)
Goehner's is a brand operated by STEINBRUCKE PRODUCTS US LLC (United States). Online payments are processed via Airwallex and collected by Universe Force Limited (Hong Kong).