Refund policy

Silo Return Policy

Effective Date: May 07, 2025

1. Introduction and Scope

This Silo Return Policy (“Policy”) outlines the procedures, requirements, and conditions for the return of products (“Products”) purchased directly from FreshKeep Inc. (“Silo,” “we,” “us,” or “our”) through its official e-commerce website, www.heysilo.com. This document is intended to provide our customers (“you”) with a clear and comprehensive guide to our return processes.

This Policy is an integral part of the Silo Terms of Service. By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to the terms set forth in this Policy and the accompanying Terms and Conditions of Returns and Refunds.

2. The 90-Day Money-Back Guarantee

Silo is pleased to offer a 90-Day Money-Back Guarantee (“Guarantee”) to provide customers with a risk-free opportunity to experience our Products.

2.1. Eligibility for the Guarantee
The Guarantee is strictly subject to the fulfillment of all the following eligibility requirements:

  • First-Time Purchase: The Guarantee is applicable only to a customer’s first-ever purchase of a Silo Device.

  • Authorized Purchase Channel: The Silo Device must have been purchased directly from www.heysilo.com. Products purchased from any other source, including authorized or unauthorized third-party retailers, are explicitly excluded from this Guarantee.

  • Timely Request: The customer must initiate a return request within the Guarantee Period as defined in Section 2.2.

2.2. Guarantee Period
The Guarantee Period consists of ninety (90) consecutive calendar days. The period commences on the calendar day that the shipping carrier’s tracking information confirms the delivery of the Product to the customer’s designated address. The period expires at 11:59 PM in the customer's local time zone on the 90th day.

2.3. Scope of Refund
Upon approval of a valid Guarantee claim, Silo will issue a full refund of the total purchase price paid by the customer to Silo. This refund includes:

  • The retail price of the Silo Device.

  • Any state or local sales taxes collected by Silo at the time of purchase.

  • Any standard shipping and handling fees charged by Silo for the original delivery.

The refund amount will be net of any promotional credits or non-monetary discounts applied at the time of purchase, as such credits have no cash value.

2.4. Return Procedure for Guarantee Claims
To ensure a smooth and efficient return process, customers must adhere to the following mandatory steps:

  • Step 1: Initiate a Return Authorization. Within the 90-day Guarantee Period, you must contact Silo Customer Support via email at [email protected] to formally request a return. Your email must include your full name, the original order number, and a clear statement of your intent to return the Product under the 90-Day Money-Back Guarantee.

  • Step 2: Receive and Use Provided Return Materials. Upon verification of your eligibility, Silo will provide you with a prepaid return shipping label and a suitable return shipping box. You are required to use these specific materials for the return. Silo is not responsible for any costs incurred by the customer for using alternative packaging or shipping methods.

  • Step 3: Package the Products for Return. You are responsible for securely packaging all required components for the return shipment. This includes the Silo Device and the complete starter set of Silo Containers that were included in the original shipment.

  • Step 4: Ship the Return in a Timely Manner. The packaged return must be dropped off with the provided shipping carrier, within ten (10) calendar days of your initiation of the return process (i.e., the date you sent the return request email). Proof of shipment, such as a carrier receipt or tracking number activation, may be required. Failure to meet this 10-day shipment deadline may, at Silo’s sole discretion, result in the voiding of your eligibility for a refund under the Guarantee.

3. Products Damaged in Transit

Silo takes extensive measures to ensure Products arrive in perfect condition. In the unlikely event of damage during shipping, the following protocol applies.

3.1. Customer’s Obligation to Inspect
It is the customer’s responsibility to promptly and thoroughly inspect all Products immediately upon delivery.

3.2. Reporting Procedure for Damaged Products
To report a Product that was damaged in transit, you must:

  1. Contact Silo Customer Support at [email protected] within three (3) calendar days of the delivery date.

  2. Provide your order number and a detailed description of the damage.

  3. Attach clear photographic evidence of the damaged Product and any corresponding damage to the shipping packaging. This evidence is crucial for our internal investigation and carrier claims.

3.3. Resolution of Damage Claims
Upon receipt of a timely and complete damage report, Silo will assess the claim and, if validated, will arrange for a replacement Product or other appropriate resolution at its expense.

3.4. Consequence of Failure to Report
If a customer fails to report damage within the specified three-day period, the Products will be considered accepted and undamaged.

4. Contact Information

For all questions regarding this Policy or to initiate any return or damage claim, please contact our Customer Support team.




Terms and Conditions of Returns and Refunds

Effective Date: May 07, 2025

1. General Conditions

1.1. Scope and Acceptance: These Terms and Conditions of Returns and Refunds (“Return Terms”) govern the legal framework for the Silo Return Policy. By making a purchase from Silo, the customer (“you”) agrees to be legally bound by these Return Terms. These terms supplement the main Silo Terms of Service.

1.2. Modification: Silo reserves the right to amend, modify, or terminate these Return Terms at any time, in its sole discretion. Any such changes will be effective immediately upon posting the revised version on the Silo website.

2. Refund Administration and Processing

2.1. Verification Process: Upon receipt of a returned Product at a Silo-designated facility, Silo will conduct an inspection to verify that all required components (as specified in Section 2.4 of the Return Policy) are present and that the return corresponds to the authorized claim.

2.2. Method of Refund: All refunds shall be credited exclusively to the original form of payment used for the purchase. No refunds will be issued via cash, check, store credit, or any other method.

2.3. Processing Timeline: Silo will use commercially reasonable efforts to process refunds promptly. Please allow approximately 7-14 business days from the date the returned Product is received and verified at our facility for the refund to be processed. You will receive an email notification once the refund has been issued. Silo is not responsible for any delays in the posting of the refund to your account caused by banks or payment processors.

3. Customer Obligations and Responsibilities

3.1. Proof of Purchase: Silo reserves the right to require proof of purchase to validate a return or refund claim. Your order confirmation email and order number serve as proof of purchase.

3.2. Title and Risk of Loss: Title to a returned Product passes to Silo only upon Silo’s receipt and formal acceptance of the return at its designated facility. The customer bears the risk of loss or damage to the Product during transit until it is delivered to Silo. The use of Silo’s provided shipping label mitigates, but does not eliminate, this risk.

3.3. Data Removal: If applicable, it is the customer’s sole responsibility to remove any personal data from the Product before returning it. Silo disclaims all liability for any data lost or accessed on a returned Product.

4. Exclusions, Limitations, and Forfeiture of Rights

4.1. Final Sale Items: All sales are considered final except as explicitly provided for in the 90-Day Money-Back Guarantee or for Products Damaged in Transit. The following are non-returnable and non-refundable under any circumstances:

  • Any consumables or accessories sold by Silo.

  • Any Silo Device purchased after the customer’s first device.

  • Products for which a return is initiated outside the specified timeframes.

4.2. Unauthorized Resellers: This Policy does not apply to any Product purchased from an unauthorized reseller. Silo provides no warranty, guarantee, or return eligibility for such Products and disclaims all liability related to their purchase or use.

4.3. Bad-Faith Conduct and Reservation of Rights: The 90-Day Money-Back Guarantee is offered as a measure of customer satisfaction and is predicated on good-faith participation. Silo expressly reserves the right, in its sole and absolute discretion, to reject a return and refuse a refund if it determines that a claim is fraudulent, abusive, or made in bad faith. Such conduct constitutes a material breach of the Silo Terms of Service and includes, but is not limited to:

  • Intentional Damage: The return of a Product that has been intentionally destroyed, dismantled, or altered in a manner inconsistent with its intended use.

  • Fraudulent Representation: The return of an item that is not the authentic Silo Product associated with the original order, or the return of an empty package.

  • Pattern of Abuse: A history or pattern of excessive or serial returns that suggests an intent to abuse the Guarantee rather than to evaluate the Product in good faith.

Any determination of bad-faith conduct will be final and binding.

5. Miscellaneous Provisions

5.1. Governing Law: These Return Terms shall be governed by and construed in accordance with the laws of the State of Michigan, as stipulated in the main Silo Terms of Service.

5.2. Severability: If any provision of these Return Terms is found to be unlawful, void, or unenforceable, that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

5.3. Entire Agreement: This two-part document, in conjunction with the Silo Terms of Service and Privacy Policy, constitutes the entire and exclusive agreement between Silo and the customer regarding product returns and refunds.

6. Return Process Clarifications and Customer Guidance

This section provides further detail on the administrative handling of returns and answers common questions to ensure a transparent and predictable process for the customer.

6.1. Post-Shipment Process and Timeline
The following outlines the sequence of events that occurs after a customer has tendered a return package to the designated shipping carrier:

  • a. In-Transit Period: The time required for the package to reach the Silo return facility will vary based on carrier logistics, shipping distances, and other external factors. Customers can monitor the progress of their return shipment using the tracking number provided by Silo.

  • b. Receipt and Check-In: Upon arrival at our facility, the return package will be scanned and logged into our system. This action officially marks Silo’s receipt of the return.

  • c. Inspection and Verification: The package will be opened and its contents inspected by authorized personnel. The inspection serves to: (i) verify that all required components (the Silo Device and the complete set of original Containers) are present, and (ii) confirm that the returned items correspond to the product and serial number associated with the original order and the return authorization.

  • d. Refund Initiation: Once the return is successfully verified, a refund command will be initiated in our financial processing system. This is the point at which the refund is officially approved.

  • e. Customer Notification: The customer will receive an automated email notification confirming that the return has been processed and the refund has been issued.

  • f. Financial Transaction: The final step is the electronic transfer of funds from our processor to the customer’s original payment method. As stated in Section 2.3, Silo is not responsible for delays in this final step that are attributable to the customer's financial institution.

6.2. Frequently Asked Questions (FAQ)

This FAQ addresses specific scenarios to provide clarity on the application of this Policy.

  • Q1: What if I no longer have the complete set of original Containers to return?

    • A1: The 90-Day Money-Back Guarantee, as stipulated in Section 1.3 of the Return Policy, is conditional upon the return of the Silo Device and the complete starter set of Silo Containers. A failure to return all original components constitutes an incomplete return and may, at Silo’s sole discretion, render the customer ineligible for a full refund.

  • Q2: Can I return only the Silo Device or only the Containers for a partial refund?

    • A2: No. The Silo System is sold as an integrated product unit. The Guarantee applies to the complete system as purchased. Partial returns are not accepted, and partial refunds will not be issued.

  • Q3: What if I discarded the original Silo shipping box and used my own packaging and/or shipping service?

    • A3: Silo provides all necessary return materials, including a shipping box and a prepaid label, to ensure a standardized and secure return process. Silo will not reimburse any costs incurred by a customer for using their own packaging materials or for paying for an alternative shipping service. Furthermore, any damage sustained by the Product during transit due to inadequate third-party packaging is the sole responsibility of the customer.

  • Q4: I received my Silo Device as a gift. Can I return it for a cash refund?

    • A4: No. Refunds are strictly processed back to the original method of payment used by the original purchaser. We cannot issue a refund to any person or payment method other than the one associated with the original transaction.

  • Q5: What happens if my return shipment is lost or damaged by the carrier?

    • A5: By using the Silo-provided, prepaid shipping label, the shipment is trackable and insured by Silo’s designated carrier. In the event of a lost shipment, the customer must cooperate with Silo and the carrier to trace the package. If the carrier confirms the package is lost, Silo will proceed with the refund. As per Section 3.2, the risk of loss remains with the customer until the package is officially logged as received at our facility.

  • Q6: Does this policy allow for product exchanges (e.g., for a different color)?

    • A6: No. This Policy exclusively governs returns for a refund. It does not provide for product exchanges. Customers who wish to have a different product must complete the return process for a full refund and place a new, separate order for the desired item through www.heysilo.com.

6.3. Official Communications

  • a. Primary Channel: Email shall be the official and primary channel for all communications related to returns and refunds. It is the customer’s responsibility to ensure the email address on file with Silo is accurate and to monitor that email account, including any spam or junk mail folders.

  • b. Key Notifications: Silo will provide the customer with email notifications at critical stages of the return process, including but not limited to:

    1. Confirmation of Return Authorization and issuance of the shipping label.

    2. Notification of the return package’s receipt at our facility.

    3. Final confirmation that the refund has been processed.


  • c. Customer Email Responsibility: Silo is not liable for any consequences arising from a customer’s failure to receive or read official email communications, provided such communications were sent to the email address associated with the customer's order.

7. Final Provisions

7.1. No Waiver: The failure of Silo to enforce any right or provision of these Return Terms will not be deemed a waiver of such right or provision. Any waiver of any provision of these Return Terms will be effective only if in writing and signed by an authorized representative of Silo.

7.2. Dispute Resolution: Any dispute, claim, or controversy arising out of or relating to this Policy or the breach, termination, enforcement, interpretation, or validity thereof, shall be resolved in accordance with the “Dispute Resolution; Binding Arbitration” section of the main Silo Terms of Service.

7.3. Limitation of Liability: In no event shall Silo’s aggregate liability arising out of or related to this Policy, whether in contract, tort, or under any other theory of liability, exceed the total amount paid by the customer for the Product subject to the return claim.

7.4. Headings: The headings and section titles in this document are for convenience only and shall not affect its interpretation.

8. Customer Representations and Warranties

By initiating a return request and/or tendering a Product for return to Silo, you, the customer, hereby represent and warrant that:

  • a. Authority and Ownership: You are the original purchaser of the Product from www.heysilo.com and hold clear and unencumbered title to the Product, or you are an individual legally authorized by the original purchaser to act on their behalf in relation to this return.

  • b. Authenticity of Product: The Product being returned is the authentic Silo Product that was delivered to you under the specific order number cited in your return authorization request.

  • c. Accuracy of Information: All information provided to Silo in connection with the return request, including but not limited to your name, contact information, order number, and reason for return, is true, accurate, current, and complete.

  • d. Acknowledgment of Policy: You have read, fully understand, and agree to be bound by all terms, conditions, and procedures set forth in this two-part Return Policy document.

  • e. Compliance: You agree to comply in good faith with all procedural requirements outlined herein, including the use of Silo-provided materials and adherence to specified timelines.

A breach of any of these representations or warranties may be considered evidence of bad-faith conduct under Section 4.3 and may result in the denial of your refund claim and potential suspension of your account with Silo.

9. Silo's Reserved Rights and Sole Discretion

Silo explicitly reserves the following rights, to be exercised in its sole and reasonable discretion:

  • a. Right of Final Determination: Silo retains the exclusive right to make the final determination regarding the eligibility of any Product for a refund, the validity of any damage claim, and the existence of any bad-faith conduct or fraud. All such determinations made by Silo are final and binding.

  • b. Right to Refuse Unauthorized Returns: Silo will refuse any return that does not comply with the established procedures. This includes, but is not limited to, Products returned without a valid return authorization, Products sent to an incorrect address, or Products returned outside the specified timeframes. Silo assumes no responsibility for any loss or damage to such unauthorized returns.

  • c. Right to Modify Policy: Silo reserves the right to amend, modify, suspend, or terminate this Return Policy, in whole or in part, at any time. The version of the Policy in effect at the time of your purchase will govern your return.

  • d. Right to Investigate: Silo reserves the right to conduct a reasonable investigation into any return claim that it suspects may be fraudulent or abusive. You agree to cooperate fully with any such investigation, which may include requests for additional information or sworn statements.

10. Data Privacy and Customer Data on Returned Products

The security of your personal information is important. However, the responsibility for data on a returned Product rests solely with you.

  • a. Customer's Sole Responsibility: Prior to shipping a return, you are solely responsible for deleting all personal data, user-created content, and confidential information from the Silo Device. This may include, but is not limited to, food inventory lists, usage history, and Wi-Fi credentials. Performing a factory reset on the device is strongly recommended.

  • b. Disclaimer of Liability: SILO EXPRESSLY DISCLAIMS ANY AND ALL LIABILITY FOR ANY DATA, SOFTWARE, OR PERSONAL INFORMATION THAT IS LOST, ACCESSED, DISCLOSED, OR COMPROMISED AFTER A PRODUCT HAS BEEN RETURNED. BY RETURNING THE PRODUCT, YOU AGREE TO RELEASE SILO FROM ANY AND ALL CLAIMS RELATED TO DATA LEFT ON THE DEVICE.

  • c. Silo's Data Destruction Procedure: As a matter of standard procedure, Silo may perform a complete data wipe and factory reset on all returned devices as part of its inspection and refurbishment process. Any data remaining on the device upon its receipt by Silo will be irretrievably destroyed. You acknowledge and accept that you will have no future access to such data.

11. Relationship to Other Silo Policies

This Return Policy operates in conjunction with other legal agreements from Silo.

  • a. Terms of Service: This Policy is incorporated by reference into, and is subordinate to, the main Silo Terms of Service. In the event of a direct and irreconcilable conflict between a provision in this Policy and a provision in the Terms of Service, the Terms of Service shall control.

  • b. Limited Warranty: This Policy is distinct from the Silo Limited Warranty. The 90-Day Money-Back Guarantee is a satisfaction-based return option. The Limited Warranty covers specific defects in materials and workmanship for a defined period. A successful return for a full refund under this Guarantee terminates the transaction and any and all rights you may have had under the Limited Warranty for that specific returned unit.

  • c. Privacy Policy: Any personal information collected by Silo during the return process (such as your name, email address, and physical address) will be handled in accordance with the Silo Privacy Policy.

12. Force Majeure

Silo shall not be held liable for any delay or failure in performance under this Policy, including the processing of returns or refunds, resulting from acts or events beyond its reasonable control. Such events (“Force Majeure Events”) may include, but are not limited to, acts of God, natural disasters (e.g., fires, floods, earthquakes), war, terrorism, civil unrest, governmental actions or regulations, pandemics, epidemics, labor strikes or disputes, or significant disruptions to transportation networks or carrier operations. In the event of a Force Majeure Event, any timeframes stipulated in this Policy may be reasonably extended at Silo’s discretion.

13. Final Provisions

  • a. Governing Law and Venue: This Policy shall be governed by and construed in accordance with the laws of the State of Michigan, without regard to its conflict of law principles. Any legal action or proceeding not subject to arbitration shall be brought exclusively in the state or federal courts located in the State of Michigan.

  • b. Severability: If any provision, clause, or portion of this Policy is held by a court of competent jurisdiction to be invalid, illegal, or unenforceable, such provision shall be severed from this Policy, and the remaining provisions shall continue in full force and effect.

  • c. No Waiver: The failure by Silo to exercise or enforce any right or provision of this Policy shall not constitute a waiver of such right or provision. A waiver by Silo of any term or condition in any one instance shall not be deemed a continuing waiver of such term or condition.

  • d. Assignment: You may not assign or transfer any of your rights or obligations under this Policy without the prior written consent of Silo. Silo may freely assign or transfer its rights and obligations under this Policy without restriction.

  • e. Notices: Any legal notice from you to Silo relating to this Policy must be sent to the legal address provided in the Silo Terms of Service. Notices from Silo to you will be sent to the email address associated with your order.

  • f. Entire Agreement: This two-part document, together with the Silo Terms of Service and Privacy Policy, constitutes the entire agreement and understanding between you and Silo with respect to the subject matter of returns and refunds, and supersedes all prior or contemporaneous communications, representations, or agreements, whether oral or written.

14. Definitions

For the purposes of this Policy, the following terms shall have the meanings ascribed to them below.

  • "Authorized Reseller" means a third-party retailer or distributor that has entered into a formal, written agreement with Silo to sell its Products.

  • "Customer" means the individual or entity that purchased a Product directly from www.heysilo.com.

  • "Guarantee Period" means the ninety (90) calendar day period commencing on the date of delivery of the Product, during which a customer may request a return under the 90-Day Money-Back Guarantee.

  • "Policy" refers to the entirety of this two-part document, encompassing both the "Silo Return Policy" and the "Terms and Conditions of Returns and Refunds."

  • "Product" means the Silo Device and any associated original components (such as the starter set of Containers) sold as a single unit by Silo.

  • "Return Authorization" means the formal approval and instruction, typically including a return merchandise authorization (RMA) number and shipping label, provided by Silo to a customer who has initiated a valid return request.

  • "Silo" means FreshKeep Inc., its affiliates, subsidiaries, and assigns.

15. Interpretation

The following rules of interpretation apply to this Policy:

  • a. Headings: The headings and titles in this Policy are for convenience and reference only and do not define, limit, or describe the scope or intent of any provision.

  • b. "Including": The word "including" and its derivatives (such as "include" and "includes") mean "including without limitation" and shall not be construed to limit any general statement that it follows to the specific or similar items or matters immediately following it.

  • c. Singular and Plural: Words in the singular shall include the plural and vice versa, and words of one gender shall include the other gender, as the context requires.

  • d. No Strict Construction: The language used in this Policy shall be deemed to be the language chosen by both parties to express their mutual intent, and no rule of strict construction shall be applied against either party.

16. Compliance with Laws and Export Control

  • a. General Compliance: You agree to comply with all applicable local, state, national, and international laws and regulations in connection with your return of any Product.

  • b. Export Control: You represent and warrant that you are not returning the Product from a location that is subject to a U.S. Government embargo, or that has been designated by the U.S. Government as a "terrorist supporting" country. You further represent that you are not listed on any U.S. Government list of prohibited or restricted parties. You acknowledge that the Products are subject to U.S. export control laws and regulations and may not be exported, re-exported, or transferred in violation of such laws. You are solely responsible for any and all costs, fines, or penalties incurred as a result of your non-compliance with this section. Silo reserves the right to refuse a return that it reasonably believes would violate U.S. export control laws.

17. Controlling Language

This Policy may be translated into other languages for convenience. However, the English language version of this Policy is the official, controlling document. In the event of any conflict, ambiguity, or discrepancy between the English version and any translated version, the English version shall govern and prevail.