Return & Refund Policy

This Return & Refund Policy explains how returns, refunds, reprints, and cancellations work for products purchased from HVAC Marketing Engine, LLC. It applies to everyone who buys from our shop in the United States, and it is part of our Terms of Service. No account or sign-in is needed to read it.

At a glance

• Returns are not accepted for change of mind. Our products are custom-printed to order, so we do not accept returns or exchanges because you changed your mind, ordered the wrong quantity, or no longer want the item.
• If your order is damaged, misprinted, or wrong, we fix it free. Tell us within 30 days of delivery and we will reprint it or refund it — your choice.
• You never ship anything back to us. A few photos are all we need. There is no return shipping cost to you, ever.
• No restocking fees. We don't charge them.
• Refunds go to your original payment method and typically appear within 5–10 business days.

1. Our proof-first promise

Every printed order includes a PDF proof, and nothing goes to print until you approve it. Please review your proof carefully — spelling, phone numbers, layout, and colors — because production begins from the exact file you approve. This is the stage to catch anything you want changed.

2. Returns — what we do and don't accept

We do not accept returns, exchanges, or refunds for non-defective products — including change of mind, also known as buyer's remorse. Because every item is custom-printed to order with your company's name, artwork, and details, it has no resale value and cannot be restocked. This means we cannot accept a return if you simply changed your mind, no longer need the item, ordered the wrong size or quantity, or approved a proof containing an error.

The one exception is our mistake. If an order arrives damaged, misprinted, or materially different from the proof you approved, it is covered in full under Section 3 — reprinted or refunded at no cost to you.

3. Damaged, defective, or incorrect orders

If your order arrives damaged, misprinted, or different from the proof you approved, we'll make it right. Here is exactly what applies:

• Return window: contact us within 30 days of the delivery date.
• Qualifying reasons: the order arrived damaged in transit, was misprinted, was the wrong product or quantity, or does not match the proof you approved.
• Product condition: not applicable — you do not need to return the product, and it does not need to be in any particular condition. Keep it or dispose of it as you prefer.
• What we need: your order number and a few clear photos showing the problem.
• What you get: a free reprint or a full refund — your choice — including the original shipping you paid.
• Your cost: nothing. There are no return shipping charges and no restocking fees.

4. How to start a return, reprint, or refund request

There is no form to fill out and no account to create. Email support@hvacmarketingengine.com within 30 days of delivery and include:

• Your order number
• A short description of the problem
• A few photos showing the damage, misprint, or error

We respond within 1–2 business days. If the claim qualifies under Section 3, we'll confirm your choice of reprint or refund and start it immediately. You will not be asked to ship the product back.

5. How refunds are issued

Approved refunds are returned to your original payment method through our payment processor, Stripe. We submit the refund within 2 business days of approving it. Once submitted, it typically takes 5–10 business days to appear on your statement, depending on your bank or card issuer. We do not issue store credit in place of a refund unless you ask for it.

6. Shipping costs

When a refund is due to our error — a damaged, misprinted, or incorrect order — we refund the original shipping charges as well, and you pay nothing to return anything (we don't ask for the item back). In all other cases, original shipping charges are non-refundable.

7. Cancellations and changes

• Need to change or cancel? Contact us as soon as possible.
• If your order has not yet gone to production (that is, before you approve the proof), we can usually cancel it for a full refund, or make changes at no charge.
• Once an order is in production or has shipped, it can no longer be cancelled or refunded — though the damaged/defective protections in Section 3 still apply in full.

8. Marketing services

This policy covers physical products purchased through our shop. Refunds, credits, and cancellations for marketing services (website design, SEO, advertising, and related work) are governed by the separate Service Agreement for that engagement, not by this policy.

9. Questions

Email support@hvacmarketingengine.com and a person will answer. If anything on this page is unclear, ask us before you order — we'd rather explain it up front.