FixIce Return Policy
Effective date: July 31, 2026 | Please review before ordering
Core policy: Eligible goods must be unused and returned within 30 days after receipt. Approved discretionary returns are subject to a 25% restocking fee and are refunded less applicable shipping and handling charges.
1. Return Eligibility
To qualify for a discretionary return, all of the following must be true:
- You request a Return Merchandise Authorization (RMA) within 30 calendar days after you receive the product.
- The product is unused, uninstalled, unenergized, undamaged, unmodified, and in resalable condition.
- The product is returned in its complete original manufacturer packaging with labels, manuals, accessories, hardware, and protective materials.
- You provide proof of purchase and follow the RMA instructions, including the return deadline and destination.
A product is not considered unused if it has been installed, connected, programmed, energized, filled with product or refrigerant, used for diagnosis, or shows installation, handling, or operating marks. Merely obtaining an RMA does not guarantee a refund; all returns are inspected after receipt.
2. Return Authorization Required
Before shipping anything back, contact us using the email form below or call 866-777-7177 and provide your order or invoice number, product and part number, reason for return, and photographs if requested. We will provide an RMA number and return instructions for an eligible request. Returns sent without authorization, to the wrong location, freight collect, or after the RMA deadline may be refused or returned at your expense. An RMA is valid only for the products and quantities listed in the authorization.
3. Restocking Fee and Refund Calculation
Approved discretionary returns are subject to a restocking fee equal to 25% of the product purchase price. Original outbound shipping and handling charges are nonrefundable. You are responsible for return shipping, insurance, packaging, and handling. If FixIce provides or pays for a return label, freight, pickup, or other shipping or handling service, those costs will be deducted from the refund.
Refund = eligible product purchase price, less the 25% restocking fee, less nonrefundable shipping and handling charges, less any return freight or other amounts paid by FixIce, and less any reduction in value caused by incomplete packaging, missing contents, or damage, to the extent permitted by law.
Applicable sales tax attributable to the refunded product price will be refunded as required by law. Refunds are issued to the original payment method when practicable. Allow up to 10 business days after inspection and approval for FixIce to initiate the refund; your financial institution may require additional processing time.
4. Nonreturnable Products
Unless FixIce expressly agrees otherwise in writing or the product was defective or incorrectly shipped, the following are not eligible for discretionary return:
- Used, installed, energized, programmed, modified, damaged, incomplete, or improperly packaged products.
- Special-order, custom, made-to-order, configured, obsolete, discontinued, or manufacturer-direct products identified as nonreturnable before purchase.
- Electrical or electronic controls, circuit boards, contactors, relays, sensors, switches, motors, compressors, and similar components after installation or electrical connection.
- Opened chemicals, cleaners, lubricants, filters, water-treatment products, food-contact or sanitation items, personal protective items, or products with broken hygiene or safety seals.
- Refrigerant, pressurized products, hazardous materials, or products restricted from ordinary return transportation.
- Service labor, diagnostic charges, travel, installation, delivery, permits, expedited processing, and other completed services.
- Clearance, liquidation, final-sale, or as-is products when identified as such before purchase.
5. Defective, Incorrect, or Shipping-Damaged Products
The 25% restocking fee does not apply when FixIce confirms that we shipped the wrong product or that the product was defective when delivered. Contact us promptly and do not install or use an incorrect product. We may elect to replace the product, provide the correct product, repair it, or issue an appropriate refund, subject to applicable warranty terms and law.
For visible freight damage or shortages, note the condition on the carrier's delivery receipt before signing, photograph the shipment, and retain all packaging. Report visible or concealed shipping damage using the email form below within five (5) business days after delivery, or sooner if required by the carrier. Do not discard or return a damaged shipment until we provide instructions. Failure to preserve packaging or evidence may affect a commercial freight claim, but does not waive rights that cannot legally be waived.
6. Return Shipping and Risk
Package authorized returns securely and use a trackable, insured shipping method appropriate for the product. Do not place shipping labels directly on manufacturer packaging unless instructed. You are responsible for the return until it is received at the designated return location. FixIce is not responsible for loss or damage during return transit when you select or control the return carrier. COD and freight-collect returns will not be accepted.
7. Inspection and Rejected Returns
FixIce will inspect returned products. A return that does not satisfy this policy may be rejected, may receive a reduced refund reflecting its diminished value, or may be made available for reshipment to you at your expense. We will notify you using the contact information associated with the order. If you do not pay requested reshipping charges or provide instructions within 30 days after notice, the product may be treated as abandoned to the extent permitted by law.
8. Exchanges
We do not guarantee direct exchanges. When approved, an exchange may be processed as a return and a new order. Replacement orders may be charged when placed, with any refund issued separately after the returned product passes inspection.
9. Consumer Rights
This policy is intended to disclose FixIce's return terms and fees clearly. It does not limit any warranty, cancellation, refund, or other right that cannot be waived under applicable law. If this policy conflicts with mandatory law, the mandatory law controls.
10. Return Contact
Returns Department
FixIce / FixIce.com
Telephone: 866-777-7177
Return address: Provided with the RMA; do not ship to a general business address without authorization.
Email: Please use the contact form below for return and RMA requests.
