Return & Refund Policy

Return Eligibility

You may request a return within 30 days of delivery for eligible items. To qualify for a return, all of the following must apply:

• The item is unused, unopened and in its original condition
• The item is returned in its original packaging with all seals, labels and tags intact
• Proof of purchase — your order number or order confirmation — is provided
• A return authorization has been issued by our support team before the item is shipped back

Certain products cannot be returned for safety and regulatory reasons. Please review the non-returnable items section below before opening or using a product.

How To Request A Return

1. 1Contact our support team at contact@refrigdirect.com with your order number and the reason for the return.
2. 2Wait for our team to review your request. If approved, we will issue a return authorization along with return instructions.
3. 3Ship the item back using a trackable service, following the instructions provided. We recommend insured shipping for higher-value products.

Please do not send any item back without a return authorization. Unauthorized returns may be refused or delayed, and we cannot take responsibility for items sent without prior approval.

Refund Process

Once your return arrives at our warehouse it is inspected against the eligibility rules above. We will notify you by email whether the refund has been approved.

• Approved refunds are typically processed within 5–10 business days after inspection
• Refunds are issued to the original payment method used at checkout
• Your bank or card issuer may need additional time to post the refund to your account
• Original shipping charges are non-refundable unless the return is the result of our error

If a return does not meet the eligibility requirements, we will contact you before returning the item or offering an alternative resolution.

Damaged, Defective Or Incorrect Orders

If your order arrives damaged, defective or incorrect, please contact us within 48 hours of delivery so we can resolve it quickly.

To help us process the claim, please provide:

• Your order number
• Clear photos or video of the product and the outer packaging
• A short description of the issue

Depending on the situation we may offer a replacement, a full or partial refund, store credit, or another appropriate resolution. In some cases a physical return will not be required.

If a package shows visible damage on arrival, note it with the carrier at the time of delivery where possible. This helps support the claim.

Non-Returnable Items

For safety, handling and regulatory reasons, the following are generally not eligible for return:

• Refrigerant cylinders that have been opened, connected, partially used or had their factory seal broken
• Hazardous or regulated materials that cannot be safely returned through standard carriers
• Used, installed or modified products
• Special-order, custom or non-stocked items
• Items returned without their original packaging or in a condition we cannot resell
• Items returned outside the 30-day window or without a return authorization

If you are unsure whether an item is returnable, please contact us before purchasing or before opening the product.

Return Shipping

• If the return is the result of our error — a defective, damaged or incorrect item — we will cover or arrange return shipping
• For customer-initiated returns, such as a change of mind or an incorrect product selection, return shipping costs are the responsibility of the customer
• Returns must be shipped using a trackable service and packed to prevent damage in transit
• Regulated products must be returned only in accordance with the instructions we provide

Items that arrive back damaged due to inadequate return packaging may not qualify for a full refund.

Exchanges

The fastest way to get a different product is to request a return for the original item and place a new order for the one you need. Where an exchange is more practical, contact our support team and we will arrange it if the item is eligible.

Order Cancellations

If you need to cancel an order, contact us as soon as possible. We process orders quickly, so we can only cancel an order that has not yet been dispatched. Once a shipment has left our warehouse, the standard return process applies.

Contact Information

For questions about returns or refunds, or to request a return authorization, contact us: