---
title: "Returns & Refunds"
url: https://tiercooling.com/returns-refunds/
date: 2026-09-19
modified: 2026-09-19
lang: en
author: "info@tiercooling.com"
description: "Last updated: September 19, 2026 TierCooling manufactures and exports industrial cooling equipment — evaporative air coolers, HVLS industrial ceiling fans and low-carbon air conditioners. Most orders are project or distributor..."
word_count: 612
---

# Returns & Refunds

*Last updated: September 19, 2026*

TierCooling manufactures and exports industrial cooling equipment — evaporative air coolers, HVLS industrial ceiling fans and low-carbon air conditioners. Most orders are project or distributor orders confirmed by Proforma Invoice, so this policy explains how we handle inspection, transit damage, dead-on-arrival units, warranty claims, returns and refunds for that reality.

## 1. Inspect Your Goods on Arrival

When your shipment arrives, please check the quantity and external condition against the packing list before signing the carrier’s documents. If packaging is damaged, note it on the delivery receipt and photograph the boxes before opening where possible.

## 2. Report a Problem

Report visible damage, shortage or wrong items within **7 days** of arrival. Email **info@tiercooling.com** with:

- Your invoice or PI number;
- Model and quantity affected (for example RDF-10C × 2);
- Photos or video of the goods *and* the packaging;
- A short description of what happened.

## 3. Dead-on-Arrival (DOA) Units

If a unit fails to power on or operate correctly at first installation, report it within **30 days**. After a video diagnosis with our engineer we will, at our option and free of charge:

- Send replacement parts with step-by-step video guidance; or
- Replace the unit in a later shipment or by separate freight; or
- Issue a refund for a confirmed irreparable unit.

## 4. Warranty Claims

All products carry a **12-month limited warranty** against manufacturing defects from the bill-of-lading date. Warranty service works like this:

- We diagnose by video or photos first — most issues are solved with free spare parts and video instructions, which is fastest for both sides.
- If a part or unit must come back to us for a confirmed quality defect, we arrange and cover the return freight.
- The warranty excludes consumables (cooling pads, filters), incorrect installation or voltage, lack of maintenance, unauthorised repair or modification, and transit damage where risk had already passed to the buyer under the agreed Incoterm.

## 5. How to Return Anything

**Never ship goods back without written approval.** The process is:

- Email your claim (see Section 2);
- We acknowledge within 1 business day and run a video/photo diagnosis;
- If a return is approved, you receive an RMA number and the delivery address in China;
- Return freight is paid by us for confirmed quality defects, and by the buyer for no-fault returns (for example change of mind on unused, unopened units).

## 6. Refunds

- Approved refunds are paid by T/T to the original payer within **10 business days** after we receive and verify the returned goods, or after the agreed credit note is issued.
- The refund amount follows the product value on your Proforma Invoice.
- For small sample orders placed through our online checkout, original shipping charges are non-refundable unless the return is caused by a confirmed defect or our shipping error.

## 7. Order Cancellation

- Cancel before production starts: deposit refunded in full.
- Cancel after production or after OEM branding/materials are committed: case by case — costs already incurred (materials, tooling, printed packaging) are not refundable.

## 8. Not Covered

- Cosmetic differences, normal wear and consumable parts;
- Faults caused by wrong voltage, improper installation, missing maintenance, or unauthorised repairs;
- Units that have been installed and used and show no quality defect;
- Customised OEM orders after production has started (except for confirmed defects).

## 9. How a Claim Typically Goes

Day 0: your email arrives → Day 0–1: acknowledgment and questions → Day 1–5: video diagnosis and resolution plan → spare parts dispatched with the next available flight/shipment, or refund arranged. In our experience more than 90% of claims close with spare parts and a video call — no freight, no downtime.

## 10. Contact

TierCooling — Dongguan, Guangdong, China

Email: **info@tiercooling.com**

Phone / WhatsApp: **+86 189 2252 4657**