Refund Policy

3. Refund & Return Policy

Overview

At Fresh-express.us, customer satisfaction is our top priority. If you are not entirely satisfied with your purchase of seasonal cooling products (air conditioners, fans, personal evaporative coolers, or accessories), we are here to help.

Our policy lasts 30 days from the date your package is delivered. If 30 days have passed since delivery, we unfortunately cannot offer you a refund or exchange.

1. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

• The return request must be initiated within 30 days of delivery.

• The item must be unused, in the same condition that you received it, and in its original packaging with all included components (manuals, power adapters, remotes, filter inserts, etc.).

• Proof of purchase (order number, order confirmation email) is required.

Non-Returnable Items:

• Gift cards.

• Clearance, final sale, or promotional items (unless defective upon arrival).

• Items damaged through customer misuse, improper assembly, or normal wear and tear.

2. Return Process

Please do NOT send your purchase back to the manufacturer address listed on the shipping box. Returns must be sent to our authorized return facility.

To start a return:

1. Contact our support team at support@fresh-express.us with your Order Number and the reason for the return.

2. If your item arrives defective or damaged, please attach high-resolution photos or a short video demonstrating the issue.

3. Our customer support team will review your request within 24–48 hours and provide you with a Return Merchandise Authorization (RMA) code and the exact shipping instructions/address for your return.

4. Pack the item securely in its original packaging and ship it back using a trackable shipping service.

3. Shipping Costs for Returns

• Defective, Damaged, or Incorrect Items: If the return is due to an error on our part (you received a damaged product, defective unit, or wrong item), Fresh-express.us will cover all return shipping costs or provide a pre-paid shipping label.

• Change of Mind / Buyer's Remorse: If you choose to return an item due to a change of mind, ordering the wrong size/model, or no longer needing the product, you will be responsible for paying the return shipping costs. Shipping costs are non-refundable.

4. Refunds (If Applicable)

Once your return is received and inspected at our return center, we will send you an email notification confirming receipt. We will also notify you of the approval or rejection of your refund.

• Approved Refunds: If approved, your refund will be processed immediately. A credit will automatically be applied to your original payment method (Credit Card, PayPal, Apple Pay, etc.) within 5 to 10 business days, depending on your financial institution.

• Restocking Fees: We do not charge restocking fees for defective or damaged items. For standard voluntary returns, a nominal restocking/handling fee of up to 10% may be deducted from your final refund amount if packaging is significantly damaged or missing components.

5. Late or Missing Refunds

If you haven’t received a refund yet:

1. Re-check your bank account or credit card statement.

2. Contact your credit card company or bank; it often takes processing time before a refund is officially posted.

3. If you’ve done all of this and still have not received your refund, please contact us at support@fresh-express.us.

6. Damaged or Defective Items Upon Delivery

Please inspect your shipment upon arrival. If your seasonal product is damaged during transit or fails to operate upon unboxing:

• Notify us within 48 hours of delivery at support@fresh-express.us.

• Provide clear photos/videos of the damaged item and the outer shipping box.

• We will send out a free replacement unit immediately or issue a full refund at your choice.

7. Order Cancellations & Address Changes

Orders enter processing quickly in our fulfillment system.

• If you wish to cancel or modify an order, contact us immediately at support@fresh-express.us within 2 hours of placing the order.

• Once an order has been dispatched or handed to the carrier, it cannot be canceled. In such cases, you will need to follow our standard return process upon receiving the package.

8. Contact Information

If you have any questions regarding our Refund & Return Policy, please reach out to:

• Email: support@fresh-express.us

• Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)