Refund policy
CRefri is operated by ACM US INC. This policy applies to eligible orders placed through www.crefri.com and delivered within the contiguous United States.
1. 30-Day Return Window
We accept authorized returns of eligible defective and non-defective products, subject to the conditions and procedures stated in this Policy.
You may request a return within 30 days after your order is shown as delivered by the carrier.
For a non-defective return, the product must be:
• Unused and unopened;
• In the same condition in which it was received;
• In its original packaging;
• Accompanied by all original factory seals, labels, valves, protective caps, safety components, and accessories; and
• Accompanied by the order number or other proof of purchase.
Products that do not meet these requirements may not be eligible for a refund.
2. How to Request a Return
To request a return, contact us before shipping the product:
Email: contact@crefri.com
Phone: +1 626-613-4419
Please provide:
• Your order number;
• The reason for the return;
• Clear photographs of the product and its intact factory seal
• For a damaged, defective, leaking, or incorrect product, clear photographs of the affected area, product label, cylinder, and shipping packaging.
We normally respond to return requests within 2 business days.
All returns require prior review and written authorization. Returns sent without prior authorization will not be accepted.
3. Authorized Return Location
Returns are accepted by shipment to an authorized return warehouse only; we do not accept in-person returns.
Do not send returns to our contact address.
After your return request has been reviewed and approved, we will provide the applicable authorized return warehouse address and return instructions.
Because our products may be subject to special carrier and transportation requirements, customers must follow all return instructions provided by CRefri. Do not send a product through an unauthorized carrier or return it to an address that we have not approved.
4. Non-Defective Returns
For an approved return resulting from buyer’s remorse, ordering the wrong product, or no longer needing the product:
• The customer is responsible for arranging and paying for return shipping;
• The product must be shipped using a trackable and legally compliant shipping service that follows our written return instructions;
• The product must be shipped within 7 days after the return authorization and instructions are issued; and
• The customer should retain the shipping receipt and tracking information until the return and refund have been completed.
Original shipping charges paid by the customer, if any, are non-refundable for non-defective returns.
If standard shipping was provided free of charge, no undisclosed outbound shipping charge will be deducted from the refund.
We do not charge a restocking fee for approved returns.
5. Damaged, Defective, Leaking, or Incorrect Products
Please inspect your order promptly after delivery.
Visible transit damage, leakage, or receipt of an incorrect product should be reported within 48 hours of delivery whenever reasonably possible. Other product defects must be reported within the 30-day return window.
Reporting visible damage after 48 hours does not automatically waive any rights that may apply, but prompt reporting helps us preserve evidence and address carrier-related issues.
Do not attempt to ship a leaking, damaged, defective, or safety-compromised cylinder unless CRefri has reviewed the issue and provided written instructions.
After reviewing the information and evidence provided, if CRefri confirms that the product arrived damaged, defective, leaking, incorrect, or in an uncertain safety condition, the customer may choose one of the following remedies:
• A replacement product at no additional cost, subject to availability; or
• A full refund to the original payment method.
If a replacement product is unavailable, a full refund will be issued.
Based on the product’s condition, safety circumstances, and applicable transportation requirements, CRefri will determine whether the product must be returned and will provide the appropriate written instructions. In some cases, the product may not need to be returned.
If CRefri requires the return of the affected product, we will provide or arrange the appropriate return transportation and cover the authorized return cost.
6. Opened Products and Verified Product Issues
Products returned because of buyer’s remorse must remain unused, unopened, and factory-sealed.
Reasonably opening an outer shipping package to inspect the delivered product will not, by itself, disqualify a verified claim involving damage, leakage, a defect, or an incorrect product.
A cylinder that has been connected to equipment, partially discharged, refilled, altered, relabeled, or otherwise used is generally not eligible for physical return. For a verified product issue involving such a cylinder, CRefri will review the evidence and provide appropriate safety and disposition instructions. If the claim is approved, the customer may choose a refund or replacement in accordance with Section 5. CRefri may determine that the product does not need to be returned.
7. Non-Returnable Items
The following items are not eligible for a non-defective return:
• Products that have been opened, used, installed, connected, partially discharged, refilled, altered, or relabeled;
• Products with a broken, missing, removed, or tampered factory seal;
• Products whose valves, protective caps, labels, packaging, or safety components were removed, damaged, or tampered with after delivery;
• Products damaged after delivery due to misuse, improper handling, improper storage, installation, unauthorized transportation, or failure to follow safety instructions;
• Products returned after the applicable return period;
• Products shipped without prior return authorization;
• Products that do not match the original order; or
• Returns involving false, misleading, or fraudulent information.
These exclusions do not automatically prevent us from reviewing a properly documented claim involving a product that arrived damaged, defective, leaking, unsafe, or incorrect.
8. Return Inspection
Once an authorized return is received at the designated warehouse, we normally inspect it within 3 business days.
We will notify you whether the return has been approved or denied. If a return is denied because it does not meet this policy, we will explain the reason and contact you regarding any available next steps.
9. Refunds
For an approved non-defective return, the refund will include the product price paid and applicable refundable taxes. Customer-paid return shipping and any original shipping charge paid by the customer are not refundable for a non-defective return.
We do not deduct a restocking fee.
Approved refunds are issued to the original payment method. Please allow up to 15 calendar days after refund approval for the funds to appear in your account.
If more than 15 calendar days have passed since your refund was approved and you have not received it, please contact us at contact@crefri.com.
10. Exchanges and Replacements
We do not offer general product exchanges.
If you would like a different eligible product, return the original product in accordance with this policy and place a new order separately.
A replacement provided to resolve a verified damaged, defective, leaking, unsafe, or incorrect product is handled as a product-issue resolution and is not considered a general exchange.
Please refer to Section 5 of this Policy for the eligibility requirements and procedures applicable to replacements for verified damaged, defective, leaking, unsafe, or incorrect products.
11. Website Orders and Special Orders
Orders completed through the standard online checkout are governed by this policy.
Manually quoted wholesale, pallet, freight, custom, and other special orders may be subject to separate written return, shipping, and refund terms provided to and accepted by the customer before payment.
Customers with questions about a bulk or special order should contact contact@crefri.com or +1 626-613-4419.
12. Contact Information
CRefri
Operated by ACM US INC
Email: contact@crefri.com
Phone: +1 626-613-4419
Contact address:
19800 MacArthur Blvd, Suite 420
Irvine, CA 92612
United States
The address above is not a return warehouse. The authorized return location will be provided only after a return request has been reviewed and approved.