Returns Policy

At Eisnova, we offer refunds and returns for all orders, and we do not charge any return, restocking, or processing fees. However, the return shipping costs must be covered by the customer.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as when you received it: unused, undamaged, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us at support@eisnova.shop with your order number and reason for return.

Once we receive your request, we will review it. If your return request qualifies, we will provide you with the return address and instructions.

Whether your return request qualifies depends on the conditions outlined below.

Please note that return shipping costs are the customer's responsibility. To successfully return your order, you must contact us first. Items sent back to us without first requesting a return will not be accepted.

If you have any questions about returns, you can always contact us at support@eisnova.shop.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right. In almost all cases, we are able to issue a free replacement.

Exceptions / Non-returnable items

Certain items cannot be returned, such as perishable goods (like food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards. Our 30-day money-back guarantee covers all manufacturer defects within the first 30 days of delivery.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.

If you believe your item is defective, please send us an email at support@eisnova.shop with photos of the defective item and a description of why you believe it's faulty. Once confirmed, we can usually issue a free replacement.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund is approved. The inspection can take up to 14 days. If approved, you’ll be automatically refunded via your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund (usually an additional 5 business days).

If more than 15 business days have passed since your return was approved, please contact us at support@eisnova.shop.

Product Performance & Warranties

We guarantee that all products sold meet the manufacturer’s specifications. If you notice a problem, defect, or shipping damage, please contact us at support@eisnova.shop so we can resolve the issue.

We guarantee the usability and performance of our products for 6 months from the delivery date. If a problem occurs during this time that was not caused by misuse, poor storage, negligence, or user error, we will work with you to resolve the issue. In most cases, this includes sending a replacement and providing a return label for the defective unit. As a rule, we only issue replacements, not refunds, for defective products.

If you discover a defect within the warranty period, please contact us at support@eisnova.shop. We will need a detailed description of the issue along with photos or videos to assist you.

If we determine that the issue was caused by misuse, poor storage, negligence, or user error, we reserve the right to decline further support. This means we may not offer a replacement or technical assistance.

Product Performance & Warranties (Eisnova Recovery Chiller)

Our Eisnova Ice Bath Water Chiller has been tested to ensure it delivers the cooling performance stated on our website.

We guarantee that our chiller will function effectively under standard temperatures and conditions (see below). Under standard conditions, the chiller can reduce water temperature to the recommended cold immersion range (9-11°C) within 1 to 4 hours. This may vary based on environmental and setup factors.

Conditions assumed for this performance guarantee:

a) You begin with tap water close to average German tap water temperature. b) The unit is correctly set up. c) The water volume is less than 250 liters (66 gallons). d) The setup is not exposed to extreme environmental conditions (see below).

If these conditions are met, we guarantee that the Eisnova Water Chiller will cool your water to approximately 9-11°C within 1 to 4 hours. If your starting temperature is higher, the process will take longer. In such cases, the cooling rate is around -1 to -2°C per hour. The lowest achievable temperature is typically 4°C but may vary depending on your setup. Please note that sub-7°C temperatures cannot be guaranteed in all environments.

Once the target temperature is reached, the chiller can maintain it as long as it's running and not exposed to excessive heat or sun.

Uncontrollable factors that may impact performance (not covered by warranty):

• Ambient temperatures above 27°C

• High humidity

• Direct sunlight on the chiller or bath

• Water volume exceeding 300 liters (80 gallons)

Eisnova is not responsible for poor performance caused by the above conditions.

If you report poor cooling performance, we will provide troubleshooting steps to ensure the unit is being used correctly. We will request basic setup info (location, ambient temperature, sunlight, water temp) and ask you to perform a "5-hour test." Our team will assess the results and offer solutions accordingly.

Reference values: Average tap water temperature in Germany: 15°C Recommended cold immersion range: 10-15°C

For setup or performance issues, contact support@eisnova.shop for troubleshooting and assistance.