Refund policy

ACMOVER® Return & Refund Policy

Last Updated: [July 7th, 2026]

At ACMOVER®, we are committed to providing reliable industrial and commercial cooling solutions for customers worldwide.

Because ACMOVER products are professional cooling equipment designed for warehouses, factories, workshops, commercial spaces, and other demanding environments, return and refund requests are handled according to the product condition, order type, reason for return, customization status, and applicable purchase terms.

Please review the following policy carefully before placing an order.

1. Return Authorization Requirement

All returns must be approved by ACMOVER before any product is shipped back.

Customers must contact ACMOVER Customer Support with:

  • Order number
  • Product model
  • Reason for return request
  • Photos and/or videos of the product condition
  • Photos of original packaging
  • Product serial number or identification label (if applicable)

Customers must receive a return authorization from ACMOVER before arranging any return shipment.

Unauthorized returns may not be accepted or processed.

Customer Support:

📧 support@acmover.com

2. Return Eligibility

A return request may be considered under the following circumstances:

Product Defects or Incorrect Shipment

If the product:

  • Arrives damaged due to transportation
  • Has confirmed manufacturing defects
  • Does not match the confirmed order specifications
  • Is incorrectly shipped by ACMOVER

ACMOVER will evaluate the situation and may provide:

  • Technical support
  • Replacement parts
  • Repair assistance
  • Product replacement
  • Approved return and refund solutions

Non-Quality Related Returns

Returns caused by reasons including but not limited to:

  • Customer changed their mind
  • Incorrect product selection
  • Incorrect cooling capacity selection
  • Incorrect voltage or plug selection
  • Project cancellation
  • No longer requiring the equipment
  • Purchasing the wrong model

may be accepted at ACMOVER’s discretion and are subject to:

  • Customer-paid return shipping costs
  • Original shipping charges being non-refundable
  • Applicable restocking fees
  • Product inspection requirements

3. Product Condition Requirements

To qualify for an approved return, products must:

  • Be returned in acceptable condition
  • Include all original accessories and components
  • Include manuals and documentation
  • Include original packaging whenever possible
  • Not have unauthorized modifications or repairs
  • Be properly protected for transportation

ACMOVER products are large industrial equipment. Customers are responsible for maintaining the product condition and packaging before an approved return shipment.

4. Shipping Damage Claims

Due to the size and weight of ACMOVER industrial cooling equipment, products may be shipped through freight carriers or specialized transportation services.

Customers should carefully inspect shipments upon delivery.

Before accepting delivery, please check:

  • External packaging
  • Pallet condition
  • Product housing
  • Wheels/casters
  • Control panel
  • Air outlets
  • Accessories

If visible damage is found:

  1. Take photos and videos immediately.
  2. Record the damage with the carrier if possible.
  3. Contact ACMOVER Customer Support as soon as possible.
  4. Keep all original packaging materials.

Failure to report visible shipping damage promptly may affect claim processing.

5. Return Shipping Responsibility

Defective Products or ACMOVER Errors

If ACMOVER confirms that the return is caused by:

  • Manufacturing defects
  • Incorrect shipment
  • Confirmed product issues caused by ACMOVER

ACMOVER will provide an appropriate resolution and may cover reasonable return or replacement shipping costs.

Non-Quality Related Returns

For returns not caused by product defects, customers are responsible for:

  • Return transportation costs
  • Freight charges
  • Packaging costs
  • Any additional handling costs

Because ACMOVER products are industrial equipment, return transportation may require palletized freight shipping and can be significantly more expensive than standard parcel shipping.

Customers should contact ACMOVER before arranging any return shipment.

6. Restocking Fees

For approved non-defective returns, ACMOVER may apply a restocking fee based on the actual condition of the returned product.

The restocking fee may consider:

  • Product usage
  • Packaging condition
  • Missing accessories
  • Required testing
  • Cleaning requirements
  • Repackaging costs
  • Reduction in resale value

The applicable deduction will be communicated after product inspection.

The maximum restocking fee may be up to 20% of the product value depending on the condition of the returned product.

Products that are heavily damaged, modified, incomplete, or unsuitable for resale may not qualify for standard returns.

7. Original Shipping Charges and Additional Costs

For non-quality-related returns:

The following costs are generally non-refundable:

  • Original shipping fees
  • Freight charges
  • Customs duties
  • Taxes
  • Brokerage fees
  • Remote area delivery fees
  • Residential delivery charges
  • Lift-gate service fees
  • Special handling fees

Refunds are generally limited to the eligible product value after applicable deductions.

8. OEM, Customized and Special Orders

Due to their unique production requirements, customized products are generally not eligible for return or refund.

This includes:

  • OEM products
  • ODM products
  • Custom branding
  • Custom colors
  • Custom packaging
  • Special voltage requirements
  • Special plug configurations
  • Modified specifications
  • Project-based production orders

Customers should confirm all technical requirements before placing customized orders.

If ACMOVER produces a customized product incorrectly according to the confirmed specifications, ACMOVER will review the situation and provide an appropriate solution.

9. Voltage, Plug and Technical Specification Responsibility

Customers are responsible for confirming product compatibility before ordering.

Please verify:

  • Voltage requirement
  • Frequency
  • Plug type
  • Electrical capacity
  • Installation environment
  • Cooling capacity requirements

ACMOVER offers different configurations for different markets.

If you are unsure which configuration is suitable for your application, please contact our team before purchasing.

Returns caused by incorrect customer selection of specifications may be considered non-quality-related returns.

10. Bulk Orders, Wholesale Orders and Commercial Projects

Bulk orders, distributor orders, wholesale purchases, and commercial projects may have different return conditions.

For these orders, the following documents may determine the applicable terms:

  • Quotation
  • Proforma Invoice (PI)
  • Purchase Agreement
  • Distributor Agreement
  • OEM Agreement
  • Written commercial terms

If specific commercial terms differ from this general return policy, the agreed commercial terms will apply.

11. Order Cancellation

Customers should contact ACMOVER as soon as possible if they need to cancel an order.

Cancellation requests may depend on:

  • Production status
  • Order processing status
  • Shipment arrangement
  • Customization requirements

Cancellation may not be possible after:

  • Production has started
  • Customization has begun
  • Products have been prepared for shipment
  • Freight arrangements have been completed

Any costs already incurred may be deducted where applicable.

12. Refund Process

After an approved return is received, ACMOVER will inspect the returned product.

Inspection may include:

  • Product condition
  • Functional testing
  • Packaging condition
  • Missing components
  • Signs of use
  • Damage assessment

After inspection, ACMOVER will notify the customer regarding:

  • Return approval status
  • Refund amount
  • Applicable deductions

Approved refunds will be issued to the original payment method.

Processing times may vary depending on:

  • Payment provider
  • Bank processing time
  • Credit card company policies

13. Non-Refundable Situations

Refunds may not be available for products affected by:

  • Unauthorized modifications
  • Improper installation
  • Incorrect electrical connection
  • Misuse or abuse
  • Accidental damage
  • Improper storage
  • Missing components
  • Severe cosmetic damage
  • Unauthorized repairs
  • Products not returned according to ACMOVER instructions

14. Warranty Coverage

This Return & Refund Policy is separate from the ACMOVER Warranty Policy.

After the applicable return period or for issues covered under warranty, customers may receive support through ACMOVER’s warranty service.

Warranty solutions may include:

  • Troubleshooting
  • Replacement components
  • Technical support
  • Repair assistance
  • Other applicable remedies

Please refer to the ACMOVER Warranty Policy for additional information.

15. Contact Us

If you have any questions regarding returns, refunds, cancellations, or product issues, please contact ACMOVER Customer Support.

Please include:

  • Order number
  • Product model
  • Description of the issue
  • Photos or videos when applicable

Email:

📧 support@acmover.com