Return and Refund Policy
Cancellation & Refund
At Chiller Depot we pride ourselves on having the best return policy in the industry. Cancel your order any time before it ships, completely free of charge, with the exceptions of custom orders and made-to-order products (see below).
If you have questions, please send an email to sales@chillerdepot.com or call us at 1-775-305-7814
Cancellation (Before Order Ships)
If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order is fulfilled and leaves the warehouse. Reach agents during business hours at 1-775-305-7814, the chat in the bottom right, or email sales@chillerdepot.com any time.
Cancellation of Custom Orders or Made-to-Order Products
Custom orders or made-to-order products cannot be canceled or refunded, as these products are put into production specifically for your order.
If it is not clear whether your order is custom or made-to-order, please message or call us. Your warranty will guarantee you a fully functional and operational product.
All sales are final for custom orders and made-to-order products.
Return or Exchange
Due to drastically increasing LTL/freight shipping costs, any return or exchange will incur a 35% restocking fee + return shipping costs.
Damages
Visible Damages: Merchandise must be inspected prior to the carrier leaving your premises. Damage must be noted in writing on the freight bill/bill of lading (BOL) and pictures must be taken at this time. It is your responsibility to note any damage on all copies of freight bill/bill of lading (BOL), which must then be signed by both the driver & consignee.All copies of freight/bill of lading (BOL) signed by both the driver & consignee, photos and videos for freight damage must be sent within 24 hours of arrival or the freight damage claim will not be valid.
Concealed Damages: Chiller-Depot must be notified of any concealed damages within 5 business days of merchandise arrival date. Note that the delivery date is considered the first arrival date.
Please submit all required documentation to sales@chillerdepot.com
Warranty
If an item was damaged upon arrival, and not reported as instructed in Damages section above, that is not a warranty claim.
Warranty damages occur over time and from use. All of our products have guaranteed warranty policies. Warranties vary depending upon the manufacturer. See individual product pages for details.
Chargebacks
Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are responsive and will do all that we can to help you and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!
Contact sales@chillerdepot.com for any questions.
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