Refund policy

Return Policy: Defective Products Only

We strictly accept returns for defective products only. We do not accept standard returns, issue refunds, or process exchanges for buyer's remorse, customer order mistakes (e.g., ordering the wrong part, size, or model), or non-defective items under any circumstances. Exchanges are not accepted. It is the buyer's sole responsibility to independently verify that the exact manufacturer part number being ordered is correct and entirely compatible with their specific application prior to checkout.

Eligible Returns (Defects, Damage, & Errors)

While standard returns are not accepted, we have a strict resolution process exclusively for items that arrive physically damaged in transit, contain a verifiable manufacturer defect, or are the result of a strict merchant fulfillment error (defined as the physical item received differing from the exact item listed on your official invoice). To protect against fraudulent chargebacks and claims, all eligible return requests require strict photographic/video evidence prior to authorization. Requests missing required evidence will be summarily denied.

  • For Manufacturer Defects: You must contact us within 30 days of receipt to request a return. You must provide clear photographic or video evidence demonstrating the mechanical or structural defect. We also reserve the right to require proof that the item was operated strictly within the manufacturer's published specifications (including, but not limited to, correct operating PSI, approved fluid types, proper water source, and compatible electrical requirements). Many of our components require technical expertise to install correctly. Defects caused by improper installation, user error, misapplication, or alteration are strictly not covered. We reserve the right to require an installation invoice or diagnostic report from a licensed technician/professional to verify the item was installed correctly before authorizing a defective return.

  • For Items Damaged in Transit: You must contact us within 48 hours of the delivery timestamp. If the exterior shipping box is visibly damaged, you must provide photos of the damaged, unopened box and the shipping label before opening it. If the exterior box is intact but the product inside is damaged, you must provide photos of the damaged item while it is still sealed inside its original, unaltered internal packaging (e.g., factory plastic wrap, molded styrofoam). Claims for transit damage made after the item has been fully unwrapped, unpacked, or installed will be denied.

  • For Incorrect Items (Merchant Error): You must contact us within 48 hours of delivery and provide a clear photo of the physical item received, including a clear view of any visible serial numbers, batch codes, or manufacturer identification plates, alongside your official invoice.

Initiating a Return Authorization

To initiate a return for one of the three eligible exceptions above, please contact us at hctivista@gmail.com with your required evidence attached. Prior to authorizing a return for a defective item, you may be required to perform basic troubleshooting steps with our support team or the manufacturer to verify the nature of the failure. If your return is authorized, we will send you an RMA (Return Merchandise Authorization) number and specific instructions for resolution. Do not mail items to our primary facility unless explicitly instructed to do so in your authorization email. Items sent back to us without prior authorization will be refused and returned to the sender. If a carrier leaves an unauthorized return at our facility, it will immediately be legally classified as abandoned property under the terms listed at the bottom of this policy.

Return Shipping Liability

For returns authorized as "defective," "damaged," or "incorrect item," customers are responsible for purchasing and providing the initial return shipping label. If our technical inspection confirms the item is genuinely defective, damaged in transit, or an incorrect item per our policy, we will reimburse the standard return shipping cost along with your refund or replacement. If the item is inspected and found to be fully functional, damaged by user error, or otherwise fails to meet the criteria of an authorized return, the shipping costs will not be reimbursed.

Inspection, Serial Tracking, & Fraud Prevention

All authorized returns are subject to a rigorous physical inspection and testing process upon receipt. All outgoing shipments are documented, and serial/batch numbers are recorded. Returned items must perfectly match our documented serial numbers. Returns containing mismatched serial numbers, swapped components, or tampered identification plates will be classified as intentional fraud. These requests will be denied immediately, and the incident will be reported to your payment processor and the relevant authorities to combat chargeback fraud.

If an item sent back under a "defective" or "damaged" return authorization is inspected and found to be fully functional, damaged by user error, tampered with, or not matching the provided photographic evidence, the return will be immediately denied. In the event of an invalid or unauthorized return, no refund or replacement will be issued. The item will be legally classified as abandoned property and retained as company property to be repurposed, resold, or discarded at our sole discretion unless the customer pays all associated shipping invoices required to return the item to them within 14 days of the denial notice.