RETURNS AND REFUNDS POLICY

At Ecofrost HVAC, we are committed to providing our customers with reliable HVAC solutions and related products. This policy explains the process for returning items and requesting refunds to ensure clarity, fairness, and transparency.

DAMAGED GOODS ON ARRIVAL

If your order arrives damaged, please notify us within 24 hours of delivery via WhatsApp, email, or phone. Claims made after this period may not be eligible for a refund or replacement. To speed up your claim, please include photos of the damaged product and its packaging.

ELIGIBLE PRODUCTS

You may request a return and refund for products that meet all of the following conditions:

• The product is in its original condition, including all packaging, accessories, and manuals.
• The product is unused, undamaged, and unaltered.
• The return request is submitted within the specified return period for your item (varies by product).
• Customized, bespoke, or special-order items are not eligible unless a verified manufacturing defect is present.

RETURN REQUEST PROCESS

Contact Us – Email our support team at service@ecofrosthvac.co.uk within the return period for your product.
Receive Instructions – We will provide a Return Merchandise Authorization (RMA) number and instructions for safe return.
Documentation – Include the original invoice or proof of purchase with the returned item.

RETURN SHIPPING

• Customers are responsible for all return shipping costs.
• We strongly recommend using a tracked and insured courier service to protect your return.

INSPECTION & APPROVAL

• Returned items are inspected within 3–5 business days of arrival.
• If the product meets our return criteria, we will process either a refund or replacement.

REFUND PROCESS

• Refunds are issued to the original payment method only.
• Processing time: 5–10 business days after approval.
• You will receive a confirmation email once your refund has been initiated.

DEDUCTIONS

• Refunds may be reduced if the item is not in its original condition, missing parts, or damaged due to improper handling.
• You will be notified of any deductions before the refund is finalized.
• All returns are subject to a restocking fee, typically a minimum of 25% of the total order value, which may vary depending on the product’s condition.

MANUFACTURER’S WARRANTY

• Products with verified manufacturing defects may be covered under the manufacturer’s warranty.
• Warranty claims require proof of purchase.
• Please refer to your product’s individual warranty documentation for details.

NON-REFUNDABLE ITEMS

• Services such as installation, maintenance, or consultation.
• Customized, bespoke, or special-order products (unless defective).

CANCELLED ORDERS

• Contact us immediately if you wish to cancel an order.
• If the order has not been processed or shipped, we will attempt to cancel it.
• Orders already shipped cannot be cancelled and must be returned upon delivery in line with this returns policy.

REFUND EXCEPTIONS

• Exceptions may apply for cases involving fraud, unauthorized transactions, or warranty disputes.
• Ecofrost HVAC reserves the right to handle such cases individually.

CONTACT US

For any questions or assistance with returns and refunds, contact our customer service team:

📧 Email: info@ecofrosthvac.co.uk
📞 Phone: +447721310163
🏢 Address: 10 Barbour Crescent, Paisley, United Kingdom, PA2 7FS

OUR COMMITMENT

At Ecofrost HVAC, our goal is to make returns and refunds as smooth and fair as possible. We value your trust in our products and services and are here to assist you every step of the way.

📅 Effective Date: 10/09/2025
This policy applies to purchases made directly through new.ecofrosthvac.co.uk/.