I bought Tiny John in 2019, it has so many issues. The bowl shutter gets stuck all the time, the incineration process does not burn completely to ash, the incinerator cover is not aligned, the workmanship is very poor. I will buy Cinderella toilet instead.
Roy Gan, M.D.
I bought this waterless incinerating toilet called tinyjohn about 2 years ago. I needed to do some air adjustment to the room and exhaust fan. After we set it up and test run and done some few adjustment with tech support team, it has been running great for 2 years.
We highly recommend this product if you want to replace your composing toilet or outhouse.
We bought 2 of their toilets for almost $8k. Within days of installation one just totally stopped working and one caught on fire. No ownership or apology from the company. After taking them apart and swapping fans and boards back and forth they still didn’t work. Sent them back to be “repaired” and neither returned in working condition. Now they refuse to reply to my emails. When I call it first straight to voicemail which conveniently they also don’t respond to. I’m going to be filing a suit for breach of warranty as well as filing a complaint with the FTC and our states consumer protection division. Doubt I ever see anything from these jerks though. Buyer beware. If anyone is reading this and even remotely considering purchasing a Ecojohn please just don’t do it. Horrible product and even worse customer service and support.
I bought a tiny john for our rv in the hope of eliminating are black water tank. The first toilet we ordered had some problem's and we couldn't seem to get it to operate right. I felt that I made a bad choice in buying a EcoJohn. I talked to Douglas from EcoJohn who totally turned the situation around and sent us a new toilet that was much more improved then the older model. We counted at least 5 major improvements, so EcoJohn is improving there product. Which says a lot about there company. He even called me directly to make sure everything was working properly. I would not hesitate to buy another toilet from them. Thanks again to Douglas from EcoJohn.
I ordered a Tiny John toilet a year ago, and I waited for 4 months to receive it. Customer service was rude, and constantly lied about when it would delivered. When it was finally delivered, it was practically falling apart, and missing items from the order completely, like the wax paper liners, and the hardware to secure the front ash tray cover. Naturally EcoJohn accepted no responsibilty and blamed it all on UPS. They would not accept returns, but would ship a new one as soon as they received parts from china. The only problem was that every supposed date of "getting parts" passed, and customer service would not proactively reach out to let me know of delays. I just waited and waited and waited, until I became wise to their con and disputed the transaction with my credit card company. This is probably the most shady company ive dealt with in the US. Buyer Beware, and don't fall for the one fancy youtube video they just made.
Although I had read some reviews of long lead time and shipping damages, I decided to purchase a Tinyjohn for my RV. I own a business myself and understand the long delays during Covid.
The tinyjohn was installed in our 24ft trailer and we opted to do a ceiling vent. I used my old black water tank to double up on my greywater. The installation was fairly easy once I had figured out the venting situation. I connected the propane line from my water heater and tied it into my 12V battery.
We have now used it on 6 major trips and it has been working the way we expected. We are not worrying about finding a camp site to dump, and enjoy staying out boondocking longer.
It was one thing after another! With almost constant problems which were very difficult to diagnose and repair. After the first toilet melted and burned a hole in my floor I was sent a second toilet which needed constant attention, parts and repairs. The only thing good I have to say is while under warranty the ecojohn people tried to be helpful and even paid shipping to repair the toilet when I couldn't. But the problems continued past the warranty and it would have cost $600 to ship the toilet ONE WAY. I am not saying all their toilets are this bad but I obviously got not one but two "lemons". After only 2 1/2 short years the burn chamber burned out and that was the end of that. The design is bulky, it radiates an abundance of heat causing AC to run more. The wiring and mechanics are way to complicated for a normal person to work on and you have to remove the stove pipe and disassemble the toilet just to perform basic maintenance. The auger leaks all over the inside of housing causing a horrible stink and the neighbors (100' away) complained of odor which I too often noticed. This continued even after I added 10' of stove pipe. After all of this I requested a partial refund and was promptly denied.
I have had my TinyJohn this entire summer of 2020. It has come in handy as it is cost prohibitive to put in a septic system and well. It is easy to use and the cleanup is simple. I had a compost toilet but with the mulch and continued cleaning it was very messy not only in the toilet but also in the bathroom.
I have talked to the TinyJohn Team both on the phone and by email and they have been very helpful explaining how it operates.
So excited about our little john (tinyjohn); we just installed it in our tiny house and it is magical:) We have had experiences with a composting and electric incinerating toilet, but they require too much maintenance and power so they did not work out for us.
I have to use the bathroom a lot, so this investment was soo worth it. Thank you, Ecojohn! Our neighbors are getting one too:)
Hello all, I am a small business owner, I just finish to built a tiny office, (like a tiny house but office).
I put a Ecojohn toilet...wow. It works, no smell, I can heat my office with my #2... can you imagine. Great product. Thank you ECOJOHN
We had used a composting toilet in our cabin for years. I never liked it, too smelly and too much work. Every time we had company over for a weekend, it wouldn't keep up. Then my husband got me this wonderful TinyJohn for my birthday and wow have we been thankful. It is so easy to use, and I can even clean out the ashes:) Although the delivery took longer than we were told, we are super happy with this purchase and we definitely recommend this to anyone who lives off-grid or wants a nicer option than a composting toilet.
We installed an Ecojohn in our RV. Their new waterless incinerating toilet (Tinyjohn) was a perfect choice for us. It is compact, really nice design and only draws 20W at 12VDC. We have used it for 4 months and are super happy, we only cleaned out ashes once. A urine cycle takes 25 min and a waste cycle about an hour. In our opinion, this is by far the best toilet for an RV (small or big). We had a black water tank before, and we have experience with composting toilets; this is such an upgrade.
We bought their latest Tinyjohn toilet for our new tiny house, and we love it! We live off-grid so we need something that doesn't require much power. Have used a composting toilet before, but it was too much work. We are a family of 4, and we clean out the ashes every two weeks or so. Great company and product!
I wish I would have seen these reviews before buying the tinyjohn and the lack of communication from Ecojohn as per when it's getting shipped out as it's been over 2 months now and they continue to give me lies as to when it's getting shipped out.
On their web site it said current estimated delivery time of 4 weeks , I now see that doesn't include the building time. I just might call Visa to cancel and save the bt of the 25% restocking fee.
Wish I'd seen these reviews before ordering . Not a happy customer
I purchased a TinyJohn unit before they were ready to ship as they were not even listed on the website at that time. After purchasing it took 4 months to ship... Yes, four months with one excuse after another. After receiving the package I noticed right away the poor packing and box used. It was crushed and packing was coming out. After opening the box, it was obvious that this company does not take pride in their product as the packing was worse than anticipated with it just sitting on a piece of styrofoam and some loose packing surrounding it. I attempted to remove it from the box and my first impression was that it felt really cheaply built and flimsy. I'm 220 lbs. and was afraid to crush it if I sat on it. Due to poor packing and craftsmanship, I decided to return the unit. It was at this time that they told me about the "25% restocking fee". Mind you this was the first time I was made aware of this as I did not purchase the unit on the website but over the phone and via Invoice sent to my email. They refused to budge or give in on this restocking fee even one penny. Needless to say that I returned the piece of garbage that I received and they kept $800+ of my money for a "restocking fee" Yes, over $800 to restock the item.
In conclusion, this company is nothing but crooked. They sold me a product that was not ready to sell, then kept over $800 when I returned. BUYER BEWARE! DO NOT DO BUSINESS WITH THIS SHAM OF A COMPANY! They will steal your money and leave you hanging high and dry. I guess dollars take importance over customer satisfaction at EcoJohn.
Dear Revdex.com: We recently received a complaint from one of our customers who purchased one of our waterless incinerating toilets (SR5) on May 14, She wants to return the unit for a full refund due to customer service and product issueAttachment and shows our company’s year factory warranty and our Term of SaleIn regards to the delivery complaint, unfortunately some of our vendors had parts backordered so our lead time ended up being longer than what we estimated it to beWe always try to ship out our products in about weeks, however sometimes there are circumstances that we have no control over that delays the lead timeOnce we received the parts, it got shipped out to the customer.Before any of our products get shipped out they go through several hours of testing as a part of our quality controlThe toilet got inspected by our quality control engineer and everything was working greatEcojohn has sold and shipped thousands of these toilets all over the world and the company has done this for yearsWe manufacture high quality toilets and we have very happy customers all over the world.Upon receiving the toilet, the customer used her own contractor to install the unit and it was never inspected by EcojohnWe have no idea if the installation was done properly or notDuring the installation process, Ecojohn tech support was contacted and it was apparent that the customer did not have much knowledge about installation of gas appliancesOur tech support communicated with her multiple times to help her understand what she needed to do to get the unit operationalEcojohn tech support suggested the customer to hire a local gas technician who could help her with the installation.Ecojohn provides high quality products and we can back that up with all the satisfied customers we have around the worldOur products are used in the harshest climates including the military, so we know the products are well builtThese toilets have undergone lot of testing and they are approved by UL (Underwrites Laboratories), which is a world known testing/quality agencyThe toilets are additionally approved by CE, and DEQ.Shortly after the last communication with Ecojohn tech support we were contacted by the customer again saying that she wanted to return the unit and possibly change it out to our composting toilet instead, which does not use any gasA response letter was emailed to her on December 9, (Attachment 3)It was explained to her that if the toilet is unused she may return the unit to us at her expense, but there will be a restocking fee.We are extremely sorry to hear that this particular customer has not be able to get the toilet operational, we strive to make every customer happy and pleased about their purchaseMaybe this customer should have done some more research before buying a waterless incinerating toilet how waterless toilets work—they are a little bit different from regular flushing toilets or composting toiletsWith that said, we are confident that if she contacts a local gas technician, our tech support can help her to get this toilet fully operational so she can use it as intendedThese toilets are great and we are positive that once she has the toilet operational she will be a happy customerHowever, should she decide that she wants to return the unit to us for a refund, she will need to arrange for shipping it back to us at her expense and there will be a restocking feeThe refund will get mailed back to her upon our engineers have inspected the unit and ensured it never has been usedShould she decide to keep it, our tech support is here to assist and work with her to get the toilet fully operationalMost likely there is only an air setting that needs to be modified which is a part of the installation process
Eco John does not care about happy customers, just taking their hard earned money! If your products are so wonderful and you have so much faith in them, why charge a 25% restocking fee and not offer free returns? Greed, that's why!
I returned a defective Eco John unit to the company at its location in Arkansas The company agreed to send a refund check in the amount of $to me upon receipt of the unit and their inspection They have assured me that a check for that amount was mailed but I have never received it They are now telling me that they will wait another week and then reissue the check I have a long history of problems with Eco John and I feel that they may be withholding payment The unit cost me over $5,and had to be replaced and then the replacement unit was faulty I have gone through hours of telephone calls and emails with this company in order to have them either repair the unit of replace it They finally agreed to take the unit back and send me a check for $ They have the unit and I have no refund, This is wrong and I need your help Thank you
We have been using the SepticJohn WC32 incinerator in our barn for 3 seasons and it works like a champ. 2 months ago, I installed the Tinyjohn in our camper, and we love it. My wife appreciates our trips more now and I don't have to pump the black water tank every 3-4 days. Easy company to work with!
Travis would be curious to get an update on the septic john. Looking at building a lakehouse with this system. It's a lot of money for the larger system and propane. Still working for you?
I returned a defective Eco John unit to the company at its location in Arkansas The company agreed to send a refund check in the amount of $to me upon receipt of the unit and their inspection They have assured me that a check for that amount was mailed but I have never received it They are now telling me that they will wait another week and then reissue the check I have a long history of problems with Eco John and I feel that they may be withholding payment The unit cost me over $5,and had to be replaced and then the replacement unit was faulty I have gone through hours of telephone calls and emails with this company in order to have them either repair the unit of replace it They finally agreed to take the unit back and send me a check for $
They have the unit and I have no refund, This is wrong and I need your help
Thank you
Dear Revdex.com: We recently received a complaint from one of our customers who purchased one of our waterless incinerating toilets (SR5) on May 14, 2015. She wants to return the unit for a full refund due to customer service and product issue. Attachment 1 and 2 shows our company’s 1 year factory warranty...
and our Term of Sale. In regards to the delivery complaint, unfortunately some of our vendors had parts backordered so our lead time ended up being longer than what we estimated it to be. We always try to ship out our products in about 4 weeks, however sometimes there are circumstances that we have no control over that delays the lead time. Once we received the parts, it got shipped out to the customer.Before any of our products get shipped out they go through several hours of testing as a part of our quality control. The toilet got inspected by our quality control engineer and everything was working great. Ecojohn has sold and shipped thousands of these toilets all over the world and the company has done this for 14 years. We manufacture high quality toilets and we have very happy customers all over the world.Upon receiving the toilet, the customer used her own contractor to install the unit and it was never inspected by Ecojohn. We have no idea if the installation was done properly or not. During the installation process, Ecojohn tech support was contacted and it was apparent that the customer did not have much knowledge about installation of gas appliances. Our tech support communicated with her multiple times to help her understand what she needed to do to get the unit operational. Ecojohn tech support suggested the customer to hire a local gas technician who could help her with the installation.Ecojohn provides high quality products and we can back that up with all the satisfied customers we have around the world. Our products are used in the harshest climates including the military, so we know the products are well built. These toilets have undergone lot of testing and they are approved by UL (Underwrites Laboratories), which is a world known testing/quality agency. The toilets are additionally approved by CE, and DEQ.Shortly after the last communication with Ecojohn tech support we were contacted by the customer again saying that she wanted to return the unit and possibly change it out to our composting toilet instead, which does not use any gas. A response letter was emailed to her on December 9, 2015. (Attachment 3). It was explained to her that if the toilet is unused she may return the unit to us at her expense, but there will be a restocking fee.We are extremely sorry to hear that this particular customer has not be able to get the toilet operational, we strive to make every customer happy and pleased about their purchase. Maybe this customer should have done some more research before buying a waterless incinerating toilet how waterless toilets work—they are a little bit different from regular flushing toilets or composting toilets. With that said, we are confident that if she contacts a local gas technician, our tech support can help her to get this toilet fully operational so she can use it as intended. These toilets are great and we are positive that once she has the toilet operational she will be a happy customer. However, should she decide that she wants to return the unit to us for a refund, she will need to arrange for shipping it back to us at her expense and there will be a restocking fee. The refund will get mailed back to her upon our engineers have inspected the unit and ensured it never has been used. Should she decide to keep it, our tech support is here to assist and work with her to get the toilet fully operational. Most likely there is only an air setting that needs to be modified which is a part of the installation process.
Roy Gan, M.D.
We highly recommend this product if you want to replace your composing toilet or outhouse.
The tinyjohn was installed in our 24ft trailer and we opted to do a ceiling vent. I used my old black water tank to double up on my greywater. The installation was fairly easy once I had figured out the venting situation. I connected the propane line from my water heater and tied it into my 12V battery.
We have now used it on 6 major trips and it has been working the way we expected. We are not worrying about finding a camp site to dump, and enjoy staying out boondocking longer.
I have talked to the TinyJohn Team both on the phone and by email and they have been very helpful explaining how it operates.
So excited about our little john (tinyjohn); we just installed it in our tiny house and it is magical:) We have had experiences with a composting and electric incinerating toilet, but they require too much maintenance and power so they did not work out for us.
I have to use the bathroom a lot, so this investment was soo worth it. Thank you, Ecojohn! Our neighbors are getting one too:)
Hello all, I am a small business owner, I just finish to built a tiny office, (like a tiny house but office).
I put a Ecojohn toilet...wow. It works, no smell, I can heat my office with my #2... can you imagine. Great product. Thank you ECOJOHN
We had used a composting toilet in our cabin for years. I never liked it, too smelly and too much work. Every time we had company over for a weekend, it wouldn't keep up. Then my husband got me this wonderful TinyJohn for my birthday and wow have we been thankful. It is so easy to use, and I can even clean out the ashes:) Although the delivery took longer than we were told, we are super happy with this purchase and we definitely recommend this to anyone who lives off-grid or wants a nicer option than a composting toilet.
We installed an Ecojohn in our RV. Their new waterless incinerating toilet (Tinyjohn) was a perfect choice for us. It is compact, really nice design and only draws 20W at 12VDC. We have used it for 4 months and are super happy, we only cleaned out ashes once. A urine cycle takes 25 min and a waste cycle about an hour. In our opinion, this is by far the best toilet for an RV (small or big). We had a black water tank before, and we have experience with composting toilets; this is such an upgrade.
We bought their latest Tinyjohn toilet for our new tiny house, and we love it! We live off-grid so we need something that doesn't require much power. Have used a composting toilet before, but it was too much work. We are a family of 4, and we clean out the ashes every two weeks or so. Great company and product!
I wish I would have seen these reviews before buying the tinyjohn and the lack of communication from Ecojohn as per when it's getting shipped out as it's been over 2 months now and they continue to give me lies as to when it's getting shipped out.
t of the 25% restocking fee.
On their web site it said current estimated delivery time of 4 weeks , I now see that doesn't include the building time. I just might call Visa to cancel and save the b
Wish I'd seen these reviews before ordering . Not a happy customer
I purchased a TinyJohn unit before they were ready to ship as they were not even listed on the website at that time. After purchasing it took 4 months to ship... Yes, four months with one excuse after another. After receiving the package I noticed right away the poor packing and box used. It was crushed and packing was coming out. After opening the box, it was obvious that this company does not take pride in their product as the packing was worse than anticipated with it just sitting on a piece of styrofoam and some loose packing surrounding it. I attempted to remove it from the box and my first impression was that it felt really cheaply built and flimsy. I'm 220 lbs. and was afraid to crush it if I sat on it. Due to poor packing and craftsmanship, I decided to return the unit. It was at this time that they told me about the "25% restocking fee". Mind you this was the first time I was made aware of this as I did not purchase the unit on the website but over the phone and via Invoice sent to my email. They refused to budge or give in on this restocking fee even one penny. Needless to say that I returned the piece of garbage that I received and they kept $800+ of my money for a "restocking fee" Yes, over $800 to restock the item.
In conclusion, this company is nothing but crooked. They sold me a product that was not ready to sell, then kept over $800 when I returned. BUYER BEWARE! DO NOT DO BUSINESS WITH THIS SHAM OF A COMPANY! They will steal your money and leave you hanging high and dry. I guess dollars take importance over customer satisfaction at EcoJohn.
Dear Revdex.com: We recently received a complaint from one of our customers who purchased one of our waterless incinerating toilets (SR5) on May 14, She wants to return the unit for a full refund due to customer service and product issueAttachment and shows our company’s year factory warranty and our Term of SaleIn regards to the delivery complaint, unfortunately some of our vendors had parts backordered so our lead time ended up being longer than what we estimated it to beWe always try to ship out our products in about weeks, however sometimes there are circumstances that we have no control over that delays the lead timeOnce we received the parts, it got shipped out to the customer.Before any of our products get shipped out they go through several hours of testing as a part of our quality controlThe toilet got inspected by our quality control engineer and everything was working greatEcojohn has sold and shipped thousands of these toilets all over the world and the company has done this for yearsWe manufacture high quality toilets and we have very happy customers all over the world.Upon receiving the toilet, the customer used her own contractor to install the unit and it was never inspected by EcojohnWe have no idea if the installation was done properly or notDuring the installation process, Ecojohn tech support was contacted and it was apparent that the customer did not have much knowledge about installation of gas appliancesOur tech support communicated with her multiple times to help her understand what she needed to do to get the unit operationalEcojohn tech support suggested the customer to hire a local gas technician who could help her with the installation.Ecojohn provides high quality products and we can back that up with all the satisfied customers we have around the worldOur products are used in the harshest climates including the military, so we know the products are well builtThese toilets have undergone lot of testing and they are approved by UL (Underwrites Laboratories), which is a world known testing/quality agencyThe toilets are additionally approved by CE, and DEQ.Shortly after the last communication with Ecojohn tech support we were contacted by the customer again saying that she wanted to return the unit and possibly change it out to our composting toilet instead, which does not use any gasA response letter was emailed to her on December 9, (Attachment 3)It was explained to her that if the toilet is unused she may return the unit to us at her expense, but there will be a restocking fee.We are extremely sorry to hear that this particular customer has not be able to get the toilet operational, we strive to make every customer happy and pleased about their purchaseMaybe this customer should have done some more research before buying a waterless incinerating toilet how waterless toilets work—they are a little bit different from regular flushing toilets or composting toiletsWith that said, we are confident that if she contacts a local gas technician, our tech support can help her to get this toilet fully operational so she can use it as intendedThese toilets are great and we are positive that once she has the toilet operational she will be a happy customerHowever, should she decide that she wants to return the unit to us for a refund, she will need to arrange for shipping it back to us at her expense and there will be a restocking feeThe refund will get mailed back to her upon our engineers have inspected the unit and ensured it never has been usedShould she decide to keep it, our tech support is here to assist and work with her to get the toilet fully operationalMost likely there is only an air setting that needs to be modified which is a part of the installation process
Eco John does not care about happy customers, just taking their hard earned money! If your products are so wonderful and you have so much faith in them, why charge a 25% restocking fee and not offer free returns? Greed, that's why!
I returned a defective Eco John unit to the company at its location in Arkansas The company agreed to send a refund check in the amount of $to me upon receipt of the unit and their inspection They have assured me that a check for that amount was mailed but I have never received it They are now telling me that they will wait another week and then reissue the check I have a long history of problems with Eco John and I feel that they may be withholding payment The unit cost me over $5,and had to be replaced and then the replacement unit was faulty I have gone through hours of telephone calls and emails with this company in order to have them either repair the unit of replace it They finally agreed to take the unit back and send me a check for $ They have the unit and I have no refund, This is wrong and I need your help Thank you
We have been using the SepticJohn WC32 incinerator in our barn for 3 seasons and it works like a champ. 2 months ago, I installed the Tinyjohn in our camper, and we love it. My wife appreciates our trips more now and I don't have to pump the black water tank every 3-4 days. Easy company to work with!
Travis would be curious to get an update on the septic john. Looking at building a lakehouse with this system. It's a lot of money for the larger system and propane. Still working for you?
I returned a defective Eco John unit to the company at its location in Arkansas The company agreed to send a refund check in the amount of $to me upon receipt of the unit and their inspection They have assured me that a check for that amount was mailed but I have never received it They are now telling me that they will wait another week and then reissue the check I have a long history of problems with Eco John and I feel that they may be withholding payment The unit cost me over $5,and had to be replaced and then the replacement unit was faulty I have gone through hours of telephone calls and emails with this company in order to have them either repair the unit of replace it They finally agreed to take the unit back and send me a check for $
They have the unit and I have no refund, This is wrong and I need your help
Thank you
Dear Revdex.com: We recently received a complaint from one of our customers who purchased one of our waterless incinerating toilets (SR5) on May 14, 2015. She wants to return the unit for a full refund due to customer service and product issue. Attachment 1 and 2 shows our company’s 1 year factory warranty...
and our Term of Sale. In regards to the delivery complaint, unfortunately some of our vendors had parts backordered so our lead time ended up being longer than what we estimated it to be. We always try to ship out our products in about 4 weeks, however sometimes there are circumstances that we have no control over that delays the lead time. Once we received the parts, it got shipped out to the customer.Before any of our products get shipped out they go through several hours of testing as a part of our quality control. The toilet got inspected by our quality control engineer and everything was working great. Ecojohn has sold and shipped thousands of these toilets all over the world and the company has done this for 14 years. We manufacture high quality toilets and we have very happy customers all over the world.Upon receiving the toilet, the customer used her own contractor to install the unit and it was never inspected by Ecojohn. We have no idea if the installation was done properly or not. During the installation process, Ecojohn tech support was contacted and it was apparent that the customer did not have much knowledge about installation of gas appliances. Our tech support communicated with her multiple times to help her understand what she needed to do to get the unit operational. Ecojohn tech support suggested the customer to hire a local gas technician who could help her with the installation.Ecojohn provides high quality products and we can back that up with all the satisfied customers we have around the world. Our products are used in the harshest climates including the military, so we know the products are well built. These toilets have undergone lot of testing and they are approved by UL (Underwrites Laboratories), which is a world known testing/quality agency. The toilets are additionally approved by CE, and DEQ.Shortly after the last communication with Ecojohn tech support we were contacted by the customer again saying that she wanted to return the unit and possibly change it out to our composting toilet instead, which does not use any gas. A response letter was emailed to her on December 9, 2015. (Attachment 3). It was explained to her that if the toilet is unused she may return the unit to us at her expense, but there will be a restocking fee.We are extremely sorry to hear that this particular customer has not be able to get the toilet operational, we strive to make every customer happy and pleased about their purchase. Maybe this customer should have done some more research before buying a waterless incinerating toilet how waterless toilets work—they are a little bit different from regular flushing toilets or composting toilets. With that said, we are confident that if she contacts a local gas technician, our tech support can help her to get this toilet fully operational so she can use it as intended. These toilets are great and we are positive that once she has the toilet operational she will be a happy customer. However, should she decide that she wants to return the unit to us for a refund, she will need to arrange for shipping it back to us at her expense and there will be a restocking fee. The refund will get mailed back to her upon our engineers have inspected the unit and ensured it never has been used. Should she decide to keep it, our tech support is here to assist and work with her to get the toilet fully operational. Most likely there is only an air setting that needs to be modified which is a part of the installation process.