Refund & Return Policy
What can come back, what cannot, and how long a refund takes. Short version: unopened cylinders yes, opened cylinders no.
We want you to have the right cylinder, not just a cylinder. If we sent the wrong thing or it arrived damaged, that is on us and we fix it fast. If you ordered the wrong thing, you have 14 days to send it back unopened.
The one rule we cannot bend: once a cylinder valve seal is broken, the cylinder cannot be returned. We have no way to certify what is inside it, and federal transport rules prevent us from putting it back into stock.
1. The return window
You may request a return within 14 days of delivery. Request it by emailing support@refrigimart.com with your order number and the reason. Do not ship anything back before you have a written return authorisation from us.
2. What we accept
| Situation | Outcome | Conditions |
|---|---|---|
| Unopened cylinder | Accepted | Valve seal intact, labels legible and undamaged, original carton |
| Wrong item sent by us | Accepted — our cost | Full refund or replacement, return label supplied |
| Damaged in transit | Accepted — our cost | Report within 48 hours with photos; do not use the cylinder |
| Opened or partially used | Not accepted | Contents cannot be certified; cannot lawfully be resold |
| Damaged after delivery | Not accepted | Risk passes on delivery |
| Labels removed or illegible | Not accepted | An unidentifiable pressure vessel cannot be shipped or resold |
| Ordered the wrong refrigerant | Accepted if unopened | Return shipping is deducted from the refund |
3. How a return works
- Email us with your order number, the product, and photos of the cylinder and carton as received.
- We confirm eligibility and issue a written Return Authorisation, usually the same business day.
- We send hazmat-compliant return instructions and, where the return is our fault, a prepaid label. Refrigerant cylinders must travel in correct packaging with correct documentation — this is why you cannot simply hand one to a carrier.
- You ship it back within 10 days of the authorisation, using the instructions supplied.
- We inspect on arrival — seal, labels, weight — and process the refund.
Never ship a damaged cylinder back on your own initiative
A dented, corroded or leaking cylinder must not be placed into the transport system. Photograph it, tell us, and we will handle disposal or collection correctly. Shipping it yourself may be a federal violation and puts carrier staff at risk.
4. Refunds
Approved refunds go back to the original payment method within 5 business days of us receiving and inspecting the return. Your bank may take a further 3–10 business days to post it.
We refund the product price in full. Where the return is because you changed your mind or ordered incorrectly, actual return shipping cost is deducted — hazmat ground shipping typically runs $30–$60 per cylinder. Where we made the error or the goods arrived damaged, nothing is deducted and outbound shipping is refunded too.
Sales tax is refunded in proportion to the refunded amount.
5. Damaged or short deliveries
Inspect the carton before signing wherever you can. If damage is visible, note it on the carrier record or refuse the delivery.
Report any damage, leak or shortage within 48 hours of delivery with photographs of the carton, the cylinder body, the valve and the shipping label. We replace or refund without argument once we have those.
If a cylinder is leaking, treat it as a safety matter first: clear the area, remove ignition sources, ventilate if safe, and call 911 if there is immediate danger.
6. Cancellations
You can cancel any order free of charge before it is dispatched — email or call us and we will stop it if it is still on the dock. Once the carrier has scanned the shipment it must run as a return.
If we cancel your order because certification could not be verified, you receive a full refund including any shipping charged, at no cost to you.
7. Exchanges
We do not process direct swaps. Return the unopened cylinder for a refund and place a new order — it is faster, and it means you are not waiting on our inspection before the correct product ships.
Questions about this policy
Write to support@refrigimart.com, call +1 (888) 742-0164 during Mon – Fri · 8:00 AM – 6:00 PM CST, or post to RefrigiMart LLC, 2140 Commerce Park Drive, Suite 300, Fort Worth, TX 76106, United States.