Warranty Information

Cinderella® North America

Cinderella® Limitations of Liability

All information and guidance in the provided operating instructions have been prepared after considering applicable standards, regulations, and current technology. Cinderella Eco Group AS reserves the right to make changes at any time to improve the product and safety. Cinderella Eco Group assumes no liability for damages in the following cases:

• Non-observation of operating and maintenance instructions.
• Application not in accordance with regulations or provisions.
• Use of non-original bowl liners and spare parts.
• Modifications to and interference with the appliance.
• Effects of environmental factors, such as extreme temperature fluctuations and humidity.

Cinderella® Warranty

This warranty covers defects in materials or workmanship in your Cinderella Travel Incineration Toilet under the terms, period, and exceptions below.

This warranty does not cover normal wear and tear, or damage caused by accidents, force majeure, abuse, misuse, failure to follow manufacturer directions, improper or lack of maintenance. Consequential and incidental damages are not recoverable under this warranty. Cinderella Eco Group does not offer an “on-site” warranty; the toilet must be transported to an authorized dealer for service. If this is not possible, transport costs may be charged by the dealer.

What is not covered

• Normal wear and tear items - Heater Ring, Fans, Catalyst, Spark Plug, Ash Container Insert, thermocouple, etc.
• Incorrect Installation.
• Incorrect use and handling.
• Lack of maintenance.
• Damage during transport not organized by Cinderella or their Distributors.
• Damage caused by a lightning strike.
• The use of non-original bowl liners.
• Shipping and Labor charges.

Obtaining Warranty Support or Service

Contact an Authorized Cinderella Dealer and/or Certified Technician, and choose from the following options:

1. Schedule an appointment to drop off the unit in person at any Authorized Cinderella Service Centre within North America.

   *Same-day pickup can be requested but is typically not available or feasible when repairs and testing are required.

2. Hire a certified or authorized technician (Cinderella®, Propane, HVAC, Electrician, etc.) to service the toilet on site.

   *Travel time is not covered under warranty and is subject to the dealer’s policies.

3. Have the required replacement parts shipped directly to the customer or to their local technician’s workshop. If required, the dealer may provide documentation and technical support over the phone, video, or email to assist with the replacement.

   *Shipping fees are not covered under warranty.

Off-Grid Distribution™ continues to vet and introduce fresh, strong, and active Cinderella Service & Sales partners throughout North America. Find one of our authorized dealers through the Cinderella® Dealer Locator Map Page.

Note: Dealers may have unchangeable differences in their individual policies surrounding customer returns, hours of operation, refunds, repairs, support, and/or warranty policies and procedures.

Required Documentation for Warranty Claims and Service

Customers/Installers must provide the following information, supporting documents, and photos to activate technical or warranty support through any authorized Cinderella® dealer, OGD, and Cinderella® ECO Group:

• Model and serial number.
• Date of Purchase/Order Number (where purchased).
• Name and contact information for installer or contractor.
• Installation date.
• Which indication lights are on, off, or flashing? (RED, YELLOW, GREEN)
• When was the last full incineration?
• When was the unit last cleaned or maintained?
• Steps attempted to remedy the issue.
• Average number of users.
• Rental, business, or residential installation.
• Approximate number of boxes of liners used.
• Photos of the general area of the installation.
• Photos of interior and exterior ventilation (including chimney cap and air intake).
• Photos of electrical and/or gas connections.
• Photos of inside the ash bowl.
• Photos with the flash on facing up into the chamber.
• Photos of the catalytic converter and thermocouple, if possible.