RETURN & REFUND POLICY

At FrosthubUSA (owned and operated by Interactive Group LLC), we specialize in the secure delivery of high-value HVAC systems. Our goal is to provide absolute transparency regarding our return processes and fees.

1. Transparent Pricing & "Free Shipping"

• No Original Shipping Deductions: We offer Free Shipping on all orders delivered to the 48 contiguous United States. In the event of a return, we do not retroactively deduct the original outbound shipping cost from your refund.
• Price Consistency: You will receive a refund for the full purchase price, minus only our standard 25% restocking fee as defined below.

2. Restocking Fees & Justification

• Standard Fee: A flat 25% restocking fee applies to all eligible returns for non-defective items.
• Why We Charge This: HVAC systems are technical, high-value, and pressurized equipment. This 25% fee covers the mandatory technical inspection, factory-seal verification, and specialized industrial re-crating required to maintain safety and warranty standards for future buyers.
• Consolidated Costs: This flat fee accounts for all administrative processing and warehouse handling required for return logistics.

3. 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.
• Ineligible Items: 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 due to safety and liability regulations.

4. Cost Responsibility for Returns

• Return Shipping: For non-defective returns (buyer's remorse), the customer is responsible for arranging and paying for return freight shipping to our fulfillment center.
• Outbound Shipping: As stated in Section 1, the original outbound shipping cost remains $0.00 and is not deducted from your final refund.

5. Defective or Damaged Items

• Zero Cost to Customer: If a product is verified as defective or damaged upon arrival, FrosthubUSA will provide a replacement unit/part or a full refund at no cost to the customer.
• Fee Waivers: In cases of manufacturing defects or shipping damage noted on the delivery receipt, the 25% restocking fee is waived.
• 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.

6. Return Logistics & RMA Process

• 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 shipping instructions and the exact return address for our specialized fulfillment center located in Kentucky.
• Direct-to-Consumer Model & Return Locations: As a DTC retailer with a global support team, all physical returns are processed exclusively through our manufacturer-authorized logistics hub in Kentucky to ensure professional equipment handling.
• Location Restrictions (No Physical Returns): Physical merchandise returns are never accepted at our Delaware corporate registry address or our Vietnam operational headquarters. Returns sent to these locations, or any return sent without an approved RMA, will be refused and returned to the sender at their expense.

7. Refund Processing Time

• Inspection: Once your return is received and passes technical inspection at our Kentucky facility, we will notify you of the approval via email.
• Timeline: Approved refunds are processed back to your original payment method within 7–10 business days following a successful inspection.