Refund policy
At Freonwell, we are committed to providing quality refrigerants and reliable service. If you need to return a product or report an order issue, please review our return and refund policy below.
1. Return Eligibility
We accept eligible return requests within 30 calendar days of delivery. Return requests submitted after 30 days will not be accepted, except where required by applicable law.
To qualify for a return, the following conditions must be met:
- The product must be unused, unopened, and in its original condition and packaging.
- All original seals, labels, caps, and accessories must remain intact.
- The cylinder must not have been connected to equipment, discharged, refilled, or tampered with.
- Proof of purchase from Freonwell is required.
- All returns must receive written approval from Freonwell before shipment.
Opened, used, contaminated, or tampered cylinders, products damaged after delivery through improper handling or use, and items marked as final sale are not eligible for standard returns.
2. How to Request a Return
To request a return, email support@freonwell.com within 30 days of delivery. Please include your order number, product details, reason for return, and photos if requested.
Our support team will review your request and provide written authorization and return instructions if approved.
Once a return shipping label is issued, you must hand over the package to the designated carrier within 15 calendar days. The carrier's first acceptance scan will be used to verify the shipping date.
If the product is not shipped within 15 days after the label is issued, the return authorization will expire and the return will no longer be accepted, except where required by applicable law.
Unauthorized returns or shipments sent to an incorrect address may be refused.
3. Return Shipping & Restocking Fees
For returns caused by customer reasons, including ordering the wrong refrigerant, purchasing an incompatible product, placing a duplicate order, or changing your mind, the following charges apply:
- Return Shipping: Customers are responsible for approved return shipping costs and any applicable hazardous-material handling charges.
- Original Shipping: The original $30-per-cylinder outbound shipping charge is non-refundable, where disclosed at purchase and permitted by applicable law.
- Restocking Fee: A fee of $20–$50 per cylinder applies to customer-choice returns. The exact amount depends on the product and required inspection and handling procedures and will be confirmed before return approval.
Applicable fees will be deducted from the approved refund. Paying a restocking fee does not make an opened, used, or otherwise ineligible product returnable.
4. Damaged, Leaking, Defective, or Incorrect Products
Please inspect your order upon delivery. If you receive a damaged, leaking, defective, or incorrect product, contact us as soon as possible at support@freonwell.com.
Please provide your order number, a description of the issue, and clear photos of the product, cylinder label, packaging, and shipping label, when safe to do so.
Damaged or leaking refrigerant cylinders must not be returned due to safety and transportation regulations. Do not attempt to ship or repair a leaking cylinder. Avoid exposure, keep away from the affected area, and follow appropriate safety instructions.
Freonwell will take responsibility for confirmed shipping damage, leaks upon delivery, defective products, or incorrect shipments. After verification, we will provide an appropriate resolution, such as a replacement or refund, at no additional cost to the customer.
No return shipment or restocking fee will be required for confirmed damaged or leaking cylinders.
For incorrect or defective products that are safe to transport, we may provide an approved return label and instructions at our expense.
5. Return Shipping Requirements
Refrigerant cylinders may be classified as regulated or hazardous materials and must be transported according to applicable shipping regulations.
Customers must follow all packaging, labeling, documentation, and carrier instructions provided by Freonwell. Do not ship refrigerant cylinders without prior written authorization or through an unapproved carrier.
Damaged or leaking cylinders must not be shipped back to Freonwell. Contact our support team for further instructions and resolution.
Freonwell is not responsible for loss, damage, or additional charges resulting from unauthorized or improperly prepared return shipments.
6. Refund Processing
Once an approved return is received, our team will inspect the product to confirm that it meets the return requirements.
If approved, the refund will be issued to the original payment method, minus any applicable restocking fees and non-refundable shipping or handling charges.
For confirmed damaged or leaking cylinders, a refund or replacement may be provided without requiring the product to be returned. These cases will be handled after our support team reviews and verifies the reported issue.
Refunds may be reduced or denied if a standard returned product is opened, used, damaged, incomplete, or does not match the approved return request.
Additional processing time may be required by your bank or payment provider before the refund appears in your account.
7. Exchanges & Order Cancellations
Exchanges: We do not offer direct exchanges for standard returns. If you need a different product, please request a return for the eligible item and place a new order. Replacements for confirmed damaged, leaking, or defective products are handled separately under Section 4.
Cancellations: If you need to cancel an order, contact us immediately at support@freonwell.com. Cancellation is not guaranteed once an order has entered processing or has shipped.
Orders that have already shipped are subject to this return policy.
8. Contact Information
If you have questions about returns, refunds, damaged products, or order issues, please contact us before sending any products back.
Freonwell Customer Support
Email: support@freonwell.com
Please include your order number so we can assist you promptly.
Nothing in this policy limits any rights or remedies that cannot be excluded under applicable law.