Refund and Returns Policy

Effective Date: January 17, 2025

At Frostnari HVAC, we are committed to ensuring customer satisfaction. If you are not completely satisfied with your purchase, we offer a straightforward return and refund process. Please read our policy carefully to understand your rights and responsibilities.

1. General Policy

We accept returns and offer refunds on products purchased through our website under the following conditions. By purchasing products from Frostnari HVAC, you agree to the terms outlined in this policy.

  • Eligibility for Returns: Returns are accepted on most products within 30 days of the purchase date, provided the item is unused, in its original packaging, and in resalable condition.
  • Non-returnable Items: Certain items may not be eligible for return, including but not limited to:
    • Customized or personalized products
    • Opened software, games, or media
    • Products marked as non-returnable on the product page
    • Items purchased during promotional or clearance sales

2. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Customer Support: Reach out to our customer service team via email at support@frostnarihvac.net or by phone at (503) 555-7890. Please provide your order number, a description of the item(s) you wish to return, and the reason for the return.
  2. Return Authorization: We will review your return request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and instructions on how to return the product.
  3. Prepare the Product for Return: Carefully package the product in its original packaging to prevent damage during return shipping. Ensure that the RMA number is clearly marked on the outside of the package.
  4. Ship the Product: Once you have received the RMA number, ship the product to the address provided by our customer service team. Customers are responsible for return shipping costs unless the product is defective or we made an error in your order.

3. Refunds

Once we receive your returned item, we will inspect it to confirm that it meets the criteria outlined in our return policy. If the item is accepted, we will issue a refund based on the original payment method.

  • Refund Processing Time: Refunds typically take 5-10 business days to process after the returned item is received. The refund will be credited to your original payment method.
  • Partial Refunds: In some cases, you may receive a partial refund if the returned item shows signs of use or damage beyond normal wear and tear.
  • Shipping Charges: Shipping charges are non-refundable unless the return is due to an error on our part, such as a defective or incorrect product.

4. Damaged or Defective Items

If you receive a product that is damaged or defective, please contact us immediately. We may request photos or other evidence of the issue. Depending on the situation, we will either replace the item or issue a full refund.

  • Defective Products: If your product arrives defective, you are eligible for a full refund or replacement.
  • Damaged During Shipping: If your product is damaged during shipping, we will either send you a replacement or provide a refund, depending on availability.

Note: Please inspect all products immediately upon receipt. Any damage claims must be submitted within 5 business days of receiving your order.

5. Exchanges

We do not offer direct exchanges. If you would like a different product, we recommend returning the original item for a refund and placing a new order for the replacement product.

6. Warranty Claims

Some products we sell may come with a manufacturer’s warranty. If you need to make a warranty claim, please contact the manufacturer directly, or reach out to our customer service team for assistance. Warranty claims are separate from our return policy and may have different terms and conditions.

7. Return Shipping Costs

  • Return Shipping Costs: Customers are responsible for paying the return shipping costs unless the item is defective or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance to ensure your return is safely delivered.
  • Free Returns: If your return is due to a mistake on our part (such as an incorrect or defective item), we will cover the return shipping costs.

8. International Returns

If you are returning an item from outside the United States, you are responsible for the return shipping costs and any applicable customs fees. International returns may take longer to process due to customs regulations.

9. Cancellations

You may cancel your order before it has shipped. If you wish to cancel an order, please contact us as soon as possible at support@frostnarihvac.net or call (503) 555-7890. Once an order has shipped, it cannot be canceled, and you will need to follow the return process outlined above.

10. Refund Exceptions

In certain cases, refunds may not be available or may be partially reduced due to the following:

  • Opened or Used Products: Products that have been opened or used may not be eligible for a full refund.
  • Missing or Damaged Packaging: If the original packaging is missing or damaged, your refund may be reduced.
  • Returned after the 30-Day Window: Returns outside the 30-day return window may not be eligible for a refund.

11. Contact Us

If you have any questions about our Refund and Returns Policy or if you would like to initiate a return, please contact us:

12. Policy Changes

Frostnari HVAC reserves the right to update or change this Refund and Returns Policy at any time. Any changes will be posted on this page with an updated effective date. We recommend reviewing this policy periodically to stay informed of any changes.