RETURN & REFUND POLICY

At FrosthubUSA (owned and operated by Interactive Group LLC), we strive for complete transparency regarding our shipping and return processes. Please read these terms carefully before making a purchase.

1. The "Free Shipping" Condition

• Kept Orders Only: Free shipping is a promotional offer provided exclusively for orders that the customer decides to keep.
• Return Deductions: If you choose to return an item for any reason other than a verified manufacturing defect, the original outbound shipping cost incurred by FrosthubUSA to send the product to you will be deducted from your final refund amount.

2. Return Eligibility & Buyer’s Remorse

• Condition: Returns are strictly limited to products that are unopened, uninstalled, and in their original, factory-sealed packaging.
• Window: You must initiate your return request within 30 days of the delivery date.
• Used/Installed Products: Once an HVAC unit has been installed, or the manufacturer's seal on the box has been broken, the item is no longer eligible for a return or refund.

3. Fees & Cost Responsibility

• Original Shipping: Deducted from your refund as noted in Section 1.
• Return Shipping: The customer is responsible for arranging and paying for return freight/shipping for all non-defective returns.
• Restocking Fee: A 10% restocking fee (based on the original invoice total) will be applied to all eligible returns to cover inspection and warehouse processing.

4. Defective or Damaged Items

• Exceptions: If a product is verified as defective or damaged upon arrival, FrosthubUSA will provide a replacement unit/part or a full refund.
• Zero Cost to Customer: In cases of manufacturing defects, we will cover all original shipping, return shipping, and replacement costs. No restocking fees will apply.
• Warranty: If a product is found to be defective after installation, it is covered under the MRCOOL Manufacturer’s Warranty. We will facilitate the warranty process to provide replacements at no cost.

5. Refund Processing Time

• Timeline: Once your return is received and inspected at our fulfillment center, we will process your refund back to your original payment method within 10 business days.

6. How to Initiate a Return

To ensure your return is processed correctly, please follow these steps:

• Step 1: Contact our support team at support@frosthubusa.com or +1 (844) 999-9725 to request a Return Merchandise Authorization (RMA).
• Step 2: Once your RMA is approved, we will provide specific instructions for our specialized HVAC fulfillment center located in Kentucky.
• Logistics: All physical merchandise returns are processed at our warehouse facility in Kentucky.
• Important: Do not ship items to our Delaware business office without an RMA.
  Returns sent without an RMA will be refused.