Refund policy

Returns & Refund Policy

At Fresna, we are committed to providing high-performance cooling technology and exceptional customer service. This policy explains when you can return an item, what it will cost, and how quickly you'll be refunded. Please read it before requesting a return — placing an order means you accept these terms.

1. Return Window

You may request a return within 90 days of the delivery date of your order. Requests submitted after 90 days cannot be accepted except where required by law or covered under our separate product warranty.

Exchanges must be requested within 30 days of the delivery date (see Section 6).

2. Return Conditions

To be eligible for a return, all of the following must be true:

  • The item is returned complete with all original packaging, manuals, cables, power adapters, mounting hardware, accessories, and any free or promotional items included in the order.
  • Serial numbers, safety seals, and identifying labels are intact and unaltered.
  • You can provide proof of purchase — your order number, order confirmation email, or gift receipt.
  • The item was purchased directly from Fresna. Items bought from unauthorized sellers are not eligible.

3. How to Start a Return

Contact us at [support@fresna.com] with:

  1. Your order number
  2. The item(s) you wish to return
  3. The reason for the return
  4. For damaged or defective items: clear photos or video showing the issue and the outer shipping box

We will review your request typically within [2] business days.

4. Restocking Fee

A restocking fee of 20% applies to all change-of-mind returns.

  • The fee is calculated on the price you actually paid for the item (after any discounts), excluding shipping charges and taxes.
  • The fee is deducted from your refund. You do not need to pay it separately.
  • "Change of mind" includes, without limitation: no longer needing the item, ordering the wrong model or size, finding a lower price elsewhere, buyer's remorse, or the item not suiting your space or preferences.

In addition, for change-of-mind returns:

  • You pay return shipping. We recommend a tracked and insured service.
  • Original outbound shipping charges are non-refundable. If your order shipped under a free-shipping promotion, our actual outbound shipping cost may also be deducted.
  • Risk of loss or damage in transit remains with you until the item reaches our facility. Items lost or damaged on the way back to us may not be refundable.

5. When the Restocking Fee Does Not Apply

We will not charge a restocking fee, and we will cover return shipping via a prepaid label, where:

  • The item arrived damaged in transit.
  • The item is defective on arrival or develops a manufacturing defect.
  • We shipped the wrong item, wrong variant, or wrong quantity.
  • The item is materially different from its description on our website at the time of purchase.
  • The item fails within its warranty period due to a defect in materials or workmanship.
  • The return is a straight exchange for the same item in a different size or colour (Section 6).
  • An error on our part otherwise caused the return.

Reporting deadline: Damage in transit, incorrect items, and shortages must be reported within [7] days of delivery, with supporting photos. Manufacturing defects appearing later are handled under the warranty in Section 9.

Inspection: All items returned as damaged or defective are inspected at our quality assurance facility. If inspection shows the issue was caused by misuse, accident, improper installation, unauthorized repair, liquid ingress, power surge, or failure to follow the product manual, the return will be treated as a change-of-mind return and the 20% restocking fee and shipping deductions will apply. We will notify you before processing.

6. Exchanges

We offer exchanges within 30 days of delivery on items meeting the conditions in Section 2.

  • No restocking fee applies to a like-for-like exchange (same product, different size, colour, or configuration).
  • If you exchange for a higher-priced item, you pay the difference. If for a lower-priced item, we refund the difference to your original payment method.
  • Exchanging for a different product is processed as a return plus a new order, and the 20% restocking fee applies unless the return qualifies under Section 5.
  • Exchanges are subject to stock availability. If the replacement is unavailable, we will offer store credit or a refund.
  • Each order may be exchanged once.

7. Non-Returnable Items

The following cannot be returned or exchanged:

  • Gift cards and store credit
  • Consumables, filters, refrigerants, and thermal compounds once opened or with a broken safety seal
  • Custom, made-to-order, or personalized units
  • Items clearly marked "Final Sale" or "Clearance — non-returnable" at the time of purchase
  • Items damaged by misuse, neglect, accident, improper installation, unauthorized modification or repair, or use outside the specifications in the product manual
  • Items with removed, defaced, or altered serial numbers

This section does not apply where the item is defective or where local consumer law provides otherwise.

8. Refunds

  • Returns are processed within 7 business days of arriving at our quality assurance facility.
  • Approved refunds are issued to your original payment method, less any applicable restocking fee and non-refundable shipping charges. You'll receive a confirmation email showing the breakdown.
  • If your original payment method is closed or unavailable, we will issue store credit of equal value.
  • Your bank or card provider may take a further [5–10] business days to post the funds. This timing is outside our control.
  • If a return is rejected under this policy, we will contact you and can ship the item back to you at your expense. Items unclaimed after [30] days may be disposed of.
  • Refused or undeliverable shipments (including packages refused at the door or returned after failed delivery attempts) are treated as change-of-mind returns and are subject to the 20% restocking fee plus outbound and return shipping costs.

9. Fair Use

Fresna reserves the right to refuse a return, limit return privileges, or close an account where we identify a pattern of excessive returns, returns of used or substituted goods, fraud, or other abuse of this policy. We will always tell you if we are doing so and why.

10. Chargebacks

Please contact us before initiating a chargeback or payment dispute — we can almost always resolve the issue faster directly. Chargebacks filed on orders eligible for return under this policy may result in the associated costs being recovered and the account being suspended.

11. Your Statutory Rights

Nothing in this policy limits your rights under applicable consumer protection law. Where local law restricts or prohibits restocking fees, or grants a cancellation or withdrawal right that overrides these terms, those laws take precedence and the restocking fee will not be applied.

12. Contact

Email: [support@fresna.com]