Customer Service & Warranty Policy

Thank you for choosing us. We are committed to providing high-quality products and exceptional service. Please review our customer support policies below:

1. Order Cancellation

We accept order cancellations before the item has shipped. If you cancel your order in time, you will receive a full refund to your original payment method.

Once your order has shipped, we are unable to cancel it. In this case, you may refer to our return policy below.

2. Return & Exchange Policy

You may return most items within 14 days of delivery. To be eligible, the item must be unused, in its original packaging, and in resellable condition.

If the return is not due to a product defect or quality issue, the return shipping cost is the customer's responsibility.

If the item is defective or arrives damaged, we will provide a free return label or arrange a courier pickup at no cost to you.

You also have the option to accept a reasonable partial refund if you prefer to keep the item rather than return it.

3. Non-Returnable Items

Certain products may not be eligible for return due to hygiene, safety, or customization reasons. However, this does not apply if the item arrives damaged or defective.

For such cases, please contact us at support@hecfse.com, and we will promptly work with you to resolve the issue.

4. Return Process

Once approved for return, we will provide the address of the nearest warehouse for your convenience.

In the case of damaged or defective items, we can also arrange for courier pickup directly from your home. Alternatively, you may ship the item back yourself, and we will reimburse the shipping cost upon receipt and inspection.

5. Refunds

Once we receive and verify the returned item, the full refund will be processed to your original payment method within 24 hours.

No restocking or return fees apply.

6. Warranty Coverage

We stand behind our products with a comprehensive warranty:

2-Year Full Machine Warranty:

Covers parts and labor for any functional defects.

If the issue cannot be resolved remotely, we will either dispatch a technician or replace the unit. Freight is covered, but we kindly ask the customer to assist with moving the unit to/from the truck.

5-Year Compressor Warranty:

From years 3–5, the compressor is covered. While the compressor will be provided at no cost, labor and installation are not included.

To initiate a warranty claim:

Please email us at support@hecfse.com with a description of the issue, along with a photo of the machine's nameplate and barcode.

In many cases, our support team can assist remotely via video or image guidance.

If a part is needed, we’ll ship it to you free of charge.

Please Note: Warranty does not cover:

Improper installation or use outside specified conditions

Insufficient maintenance (e.g., unclean condenser coils)

Damage due to mishandling or overloading

Usage outside the contiguous United States

Normal wear-and-tear components such as light bulbs and gaskets

7. Customer Service Hotline

If you need assistance, please don’t hesitate to contact us at:

📞 +1-888-528-4218

We’re here to help and ensure you’re satisfied with your purchase.

1. Type of Transport

Delivery time: ship out within 72 hours of placing an order, urgent orders cannot be delivered during holidays.

Orders and shipments

All orders are processed, verified, quality checked and packaged within 3 days.

If there is a delay, such as the delay of the product to the warehouse on the same day, the logistics problem cannot be delivered in time, etc., we will contact you in time by email.

Holiday orders, we will process them for you within 72 hours after the holiday. For urgent orders, you can contact us in the mail, and we will process your order in time.

During the transportation, we will follow up the logistics in time, and tell you the transportation method and order number of the product in time when shipping. If there are problems with the product during transportation, we will inform you in time. And reissue it for you in time. Please rest assured that we will keep track of your logistics information until you receive it.

The logistics companies we cooperate with and commonly used are: R+L, SAIA, XPO,TFORCE,etc. We do not support the designated logistics company.

 2.Shipping

First of all, we support free delivery to the United States except Hawaii and Alaska for all our orders. The main market of this website is the United States.We can not ship our products outside the mainland of the United States. Our Free Shipping covers curbside delivery only, if you need more options, please let us know, we will send extra cost if we can supply.

3. Update order delivery

If you want to change the address before the product is sent, you can contact us in the email, we know the information of your order update, and we will deliver the goods to you according to the accurate address. If you don't want the product or want to change to another product before sending it, you can contact us and we will cancel the order for you.

 Update the order in transit: If you want to update the order address after the item is sent, you can contact us in the mail, we will communicate with the logistics provider, and it may be unsuccessful to modify the address. Or we will give you a contact number, and you will communicate directly with the courier (it is recommended to carefully check the order information when purchasing, so as to avoid unnecessary troubles)

4.The item never arrived (lost in transit)

If you have never received the purchased product, please rest assured, we will reissue a new intact product for you. Regarding the loss of the package, we will contact the logistics company, and you will definitely receive the product you purchased.

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