Order Cancellation Policy & Fees

Orders canceled after processing but prior to shipment are subject to a cancellation fee of 4%–6.5% of the order total. This fee covers non-refundable payment processing costs, warehouse handling, and administrative expenses associated with preparing and canceling the order.

Once an order is placed, our team begins processing immediately, including allocation of inventory, warehouse handling, packing materials, and internal labor. Payment processing fees are non-refundable by our payment providers, regardless of order status.

By placing an order, you acknowledge and agree to these terms. Orders canceled after shipment are subject to our full return and restocking policy outlined below.

Restocking Fees

Unopened / Unused / Refused / Undeliverable / Last-Minute Cancellations

If the product is in 100% excellent new condition with no deformations to packaging and materials, it is subject to a 10% restocking fee.

Deliveries require accurate shipping information. Shipments undeliverable due to customer errors or missed delivery appointments, or those refused for reasons other than significant cargo damage, will be handled per our return policies and fees. Significant damage caused by the carrier may negate fees upon further review.

If the customer cancels after the product has left our warehouse, they are responsible for:

• Shipping charges to and from the customer’s location, and
• The applicable restocking fee.

Opened or Deformed Packages

If the packaging is deformed or the box is opened, the product must still be in resalable condition. Depending on the condition, a restocking fee of 20% to 50% will apply.

If the product is returned after receipt with opened boxes or signs of wear, we reserve the right to determine the refund amount (if any). This includes scratches, marks, bent or cut wires, and similar damage. If the refund amount is unacceptable to the customer, they can pay for shipping to have the item sent back.

Merchandise must be in perfect resalable condition to be eligible for a refund and must be free from damages, scratches, and defects. Merchandise must not have been installed or used in any way.

Used or Installed Products

Used and/or installed products are not eligible for return.

Incorrectly Ordered Multi-Zone Combinations & Configurations

Custom combinations of indoor and outdoor units that do not align with the Bravo custom combination chart may not be eligible for returns after 30 days from the delivery date.

Customers are responsible for all return fees, including return shipping costs. If incorrectly ordered units are refused at delivery, the customer will still be liable for shipping fees to and from the delivery location in addition to restocking fees.

Preparing Your Return Shipment

Packaging

Products must be returned in the original manufacturer packaging, including manuals, accessories, and all packing materials, with no writing or labels on the original packaging.

Packing

• Pack items exactly as they were originally shipped.
• Use the same or a similar wooden pallet if one was originally used.
• Load cartons right side up, as indicated by printed arrows, to avoid damage.
• Secure and strap cartons to the pallet to prevent movement during transportation.
• Wrap cargo in stretch film to keep pieces together and prevent loss.
• Attach return address labels to the outside of the stretch film.

Shipping & Return Logistics

Shipping Fees

Customers are responsible for all return shipping costs. Any returns of items that were originally shipped under a “Free Shipping” promotion will also be subject to the original cost of shipping to the destination, in addition to any return shipping costs, which will be deducted from the refund.

If the return is due to our error, we will send the correct item at no additional cost and cover all return shipping. Please notify us of your return request within 30 days of delivery; otherwise, it may not be eligible.

Shipping Process

In certain circumstances, we may provide prepaid bills of lading at our negotiated freight rates for cost savings. Alternatively, you may use your own carrier.

• Print two copies of the carrier’s bills of lading.
• Call for pickup, sign both copies, and have the driver sign them.
• Keep one signed copy for your records and give the other to the driver.
• Contact us with the shipping details so we can help track the return.

By following these guidelines, you help ensure a smooth and efficient refund process. If you have any questions or need assistance, please contact our customer service team.

Shipping Damage

For minor damage, note the damage on the shipping invoice and ask the carrier for a damage claim form. Minor cosmetic flaws that do not impact system operation are not covered under our return policy. Any damage that is not reported or noted will require the client to file a claim directly with the shipping company.

For major damage, reject the delivery if the damages are too extensive and contact us immediately at HI or email HI. Do not sign for the damaged shipment; we will arrange for an exchange or partial refusal of the damaged product(s).

Inspection & Refunds

Upon receiving the return, we will inspect the items to ensure they are in perfect resalable condition. Please allow up to 10 business days for your credit to be applied after the return is received.

Refunds will be issued based on the condition of the returned item and the original method of payment. We accept returns and process refunds for unused products purchased directly from BravoMiniSplit.com only.

Products must be in original packaging and not used, modified, or installed. We do not recommend returning used or damaged items, as refunds are usually refused and we may refuse to accept the return altogether. No refund will be given for products returned with missing, damaged, dirty, bent, non-working parts, or items that appear installed.

Stolen Shipments

We are not responsible for stolen shipments. You are responsible for ensuring safe delivery at the provided shipping address, including any requests for signature-only delivery and/or coordination of delivery instructions with the carrier.

Return Process

To receive return authorization, please complete the return form on this page before returning any items (this requirement may not apply if a shipment is refused due to major damage).

• Submit the return form for authorization.
• Await contact from our customer service team with next steps.
• You may also reach our customer service team at HI or email HI.

Open Box Return Policy

Our Open Box items are fully functional units with light cosmetic damage to packaging or aesthetics. These products have been inspected, tested, and verified to be in 100% working condition and provide the same performance as new items.

Eligible Returns

• You must contact us within 7 days of delivery to request a return.
• The unit must be unused and in the same condition it was received.
• All original accessories, parts, manuals, and packaging must be included.

Non-Returnable If

• The unit has been installed or used.
• Accessories, mounting kits, or components are missing.
• Damage occurs due to incorrect handling or installation.
• The return request is made after 7 days from delivery.

Return Shipping for Open Box Items

Return shipping costs are the customer’s responsibility unless the item arrived defective or completely destroyed by the shipping company. Aesthetic defects are not covered, as Open Box products may have existing minor cosmetic defects like dents, dings, or scratches, including cosmetic damage to the box.

Refunds for Open Box Returns

Upon receiving and inspecting the return, we will issue a refund minus a 20% restocking fee. If the unit was severely damaged during return transit due to poor packaging, additional deductions may apply on a case-by-case basis depending on responsibility.

Your BravoMiniSplit.com Team