Refund policy
Returns are limited. Because we sell surplus equipment at reduced prices, returns for a change of mind, an incorrect selection, or equipment that doesn't suit your application are accepted only under the factory-sealed return terms below. A 45% restocking fee applies, and you pay return shipping.
Please confirm the model number, voltage, phase, refrigerant, capacity, and compatibility before you order.
We cover these at no cost to you:
- Freight damage. The item arrived visibly damaged, and the damage was handled as described under Freight Delivery & Damage Claims in our Shipping Policy.
- Wrong item. We shipped a different model number than the one you ordered.
- Not as described. The model number doesn't match the listing, or the item isn't new as stated.
How to make a claim.
- Email orders@facilitysurplus.com within 48 hours of delivery.
- Include your order number, photos of the item, the packaging, and the data plate, and a copy of the signed delivery receipt (bill of lading).
- Keep all packaging until your claim is resolved.
Remedy. For an approved claim, we will, at our option:
- arrange repair,
- send a replacement unit if we have one in stock, or
- refund the purchase price.
We cover return freight for approved claims. Refunds go to the original payment method within 5–10 business days after the claim is approved and, where applicable, the item is picked up.
What doesn't qualify.
- Damage not noted on the delivery receipt. Concealed damage reported as described in our Shipping Policy is the one exception.
- Claims made more than 48 hours after delivery.
- Items that have been installed, connected to power or refrigerant lines, or modified.
- Missing parts that aren't part of the listed contents.
- Cosmetic marks on packaging where the equipment itself is undamaged.
Factory-sealed returns (14 days). You may return equipment within 14 days of delivery only if it is still factory-sealed, with the original packaging unopened and undamaged.
- A 45% restocking fee applies to every return.
- You arrange and pay for return shipping to the address we give you, and you are responsible for the item until we receive it.
- Email orders@facilitysurplus.com for return authorization before you ship. Returns that arrive without authorization, opened, or damaged will be refused.
- Your refund (the purchase price minus the restocking fee) is issued after we receive and inspect the item. Original shipping is not refundable.
Cancellations.
- Before your order ships, you may cancel for a full refund minus a 3% processing fee.
- Once your order has shipped, the factory-sealed return terms above apply.