Refund policy

We want every Freonwell order to arrive correctly and in good condition. This Returns and Refunds Policy explains when a product may be returned, how to report an order problem, and what to expect after an approved return.

A return request must be submitted within 30 days after delivery. Submitting a request does not automatically authorize a return. Because refrigerant cylinders are regulated goods, you must receive written approval and return instructions from Freonwell before shipping any product back to us.

Returns at a glance

Return requests must be submitted within 30 days after delivery.
Products must be unused, unopened, and in their original condition and packaging.
Opened, used, discharged, refilled, or tampered cylinders cannot be returned.
All returns require written approval from Freonwell before shipment.
Approved refunds are issued to the original payment method after inspection.

1. Return eligibility

A product may be eligible for return only when all of the following conditions are met:

You contact Freonwell within 30 days after the order is delivered.
The cylinder is unused, unopened, and has not been connected to any equipment.
The original seal, label, cap, packaging, and included materials remain intact.
The product is in the same condition in which it was received.
You provide the order number and any photos or information requested by our support team.
Freonwell approves the return in writing before the product is shipped.

Proof of purchase from Freonwell is required. Products purchased from another seller must be returned through that seller.

2. Items that cannot be returned

For product-integrity, safety, and regulated-shipping reasons, we cannot accept returns of:

Opened, used, partially used, discharged, or refilled cylinders.
Cylinders with a broken seal, altered or missing label, missing cap, or signs of tampering.
Products that have been connected to equipment or exposed to contamination.
Products damaged by improper storage, handling, installation, transportation, or use after delivery.
Products returned without prior written authorization.
Items marked as final sale or non-returnable at the time of purchase.

3. Damaged, defective, or incorrect orders

Please inspect your shipment promptly after delivery. If an item arrives damaged, appears defective, or is different from what you ordered, contact us as soon as possible. Do not discard the cylinder, shipping carton, labels, or packing materials while the issue is under review.

Your message should include:

Your order number and the email address used at checkout.
A clear description of the problem.
Photos of the product, cylinder seal and label, packaging, and shipping label.
Photos showing any visible damage or leakage, when it is safe to take them.

If a package is leaking, severely damaged, or otherwise unsafe, do not handle or ship it. Move away from the package, follow any safety instructions provided by the carrier or local authorities, and contact Freonwell for assistance.

If we confirm that Freonwell sent an incorrect item or that an eligible item was defective or damaged in transit, we will provide an appropriate resolution. Freonwell will cover approved return-shipping costs when the return is caused by our error or confirmed transit damage.

4. How to request a return

Contact support. Email support@freonwell.com with your order number, the product name, and the reason for your request.
Wait for eligibility review. We may ask for photos or additional information before approving the request.
Receive written authorization. If the return is approved, we will provide the return address and any required packaging, documentation, and carrier instructions.
Follow the instructions exactly. Use only the approved return method. Do not send a refrigerant cylinder through an unapproved carrier or service.

Returns sent without prior authorization, to the wrong address, or without the required carrier documentation may be refused and may not qualify for a refund.

5. Customer-choice returns

If you ordered the wrong product, selected an incompatible refrigerant, placed a duplicate order, or changed your mind, the item must still meet every eligibility requirement in this policy.

For an approved customer-choice return:

You are responsible for approved return-shipping costs and any required regulated-goods handling charges.
The original $30-per-cylinder outbound shipping charge is not refundable.
No restocking fee is charged when the returned product fully meets the conditions of this policy.

6. Return shipping

Refrigerant cylinders may be classified as regulated or hazardous materials for transportation. A normal parcel return label might not be sufficient. The return must comply with all applicable packaging, labeling, documentation, and carrier requirements.

Freonwell is not responsible for unauthorized returns, packages sent to an unapproved address, or loss, damage, penalties, or additional charges caused by failure to follow the approved return instructions.

7. Inspection and refunds

After an approved return is delivered to us, we will inspect the product and notify you whether the refund is approved or denied.

If approved, the refund will be issued to the original payment method. Your bank, card issuer, or payment provider may require additional time to post the credit to your account.

A refund may be reduced or denied if the returned product:

Does not match the product or condition described in the approved request.
Arrives opened, used, damaged, contaminated, incomplete, or with altered labels or seals.
Is missing its original packaging or included materials.
Was shipped without authorization or contrary to the provided instructions.

If you have not received an approved refund after your payment provider's normal processing period, contact your bank or card issuer first. You may then contact us at support@freonwell.com for additional assistance.

8. Exchanges

We do not process direct exchanges for refrigerant cylinders. If you need a different product, request a return for the eligible unopened item and place a new order after confirming product compatibility. A new order is subject to current pricing, availability, shipping charges, and purchase-eligibility requirements.

9. Order cancellations

If you need to cancel an order, contact us immediately at support@freonwell.com. We will try to help, but cancellation is not guaranteed after an order has entered processing or has been handed to the carrier.

If an order has already shipped, it cannot be recalled or treated as canceled. Any return will be handled under this policy.

10. Refunds required by law

Nothing in this policy limits any rights or remedies that cannot be excluded under applicable law. When applicable law requires a different outcome, Freonwell will follow that requirement.

11. Contact us

Before returning any product, contact:

Freonwell Customer Support
Email: support@freonwell.com

Please include your order number in your message so we can assist you more quickly.