This Refund Policy explains when and how refunds may be issued by Supertec Incubators ("Supertec"). It must be read together with our Return Policy, Warranty, and your invoice or written quotation.
Eligibility
Refunds are only eligible for items that are returned and accepted under our Return Policy — including a valid RMA where required, within the applicable time window, and in the condition we specify. If a return is not approved or the item is not eligible for return (for example, live animals, which are non-returnable), no refund will be issued.
Refund method: cheque
When Supertec approves a refund, payment is made exclusively by company cheque in Sri Lankan Rupees (LKR), payable to the named purchaser or entity on the original invoice, unless we are legally required to use another method. Cheque issuance normally occurs after return inspection and internal approval; clearing times depend on your bank.
No refund — repair-related outcomes
If we perform or attempt repairs under warranty or a paid service agreement and the outcome is consistent with our policy (for example, the failure is not due to a manufacturing defect we cover, or the product is restored to working order), there is no refund. Remedies are limited to repair, replacement parts, or replacement equipment as set out in the Warranty or your service agreement.
No refund — electrical grid and lightning
Supertec does not provide refunds for damage, failure, or loss arising from electrical grid issues (including surges, brownouts, unstable supply, or incorrect site wiring) or lightning, or from failure to use recommended protection (such as proper earthing, surge protection, or installation by a licensed electrician where applicable). These events are excluded from warranty remedies to the extent described in our Warranty policy.
Processing timeline
After we receive and inspect a returned item and approve a refund, we aim to issue the cheque within a reasonable period (typically within several business weeks after final approval), subject to verification and accounting controls. You will be notified when the cheque is ready for collection or dispatch, according to the arrangement we confirm with you.
Partial refunds
Where only part of an order qualifies, or restocking or refurbishment fees apply as disclosed at approval, we may issue a partial refund by cheque for the approved net amount.
Non-refundable categories (summary)
- Live animals, eggs, and biological stock (see Return Policy).
- Shipping, duties, and third-party fees except where we have agreed otherwise in writing.
- Services already rendered (installation, commissioning, training) where non-cancellable.
- Opened consumables not returnable under our Return Policy.
Nothing in this policy limits any statutory rights you may have as a consumer under Sri Lankan law. If you believe an exception applies, contact support with your order reference and supporting documentation.