Shipping/Return/Refund Policy

PRICING AND PRODUCT AVAILABILITY

All prices are subject to change without notice at any given time.
Available inventory is subject to change without notice at any given time.

As a result, if your order is canceled for any valid reason, you may not be able to purchase the same item you have originally ordered, and if the same item is available, it may not be available at the same price of your original purchase.

CANCELLATION POLICY

Cancellation Timeframe

Customers can request to cancel their order before receiving a tracking number. If the cancellation request is made within this timeframe, no additional fees may be incurred, and a full refund may be provided.

Cancellation after Receiving a Tracking Number

If a cancellation request is made after receiving a tracking number, a 20% restocking fee of the order total will apply. This said restocking fee will be deducted from the refund amount.

Cancellation of Orders in Transit

In the event that an order is already in transit but the customer still wishes to cancel, we can request for the order to be re-routed. A re-routing fee will be deducted from the refund amount. The exact amount of the re-routing fee will depend on the specific circumstances and the details will be communicated to the customer during the cancellation process.

Cancellation of Order with a Promotion

Should you opt to cancel an item that was part of a promotion, kindly be aware that the cancellation will nullify the promotion, and the value of the complimentary item may be subtracted from your refund total.
We strive to provide flexibility and accommodate cancellation requests whenever possible.
If you have any questions or need assistance with canceling your order, please reach out to our customer support team.

SHIPPING POLICY

After adding your shipping information, the cost and options are available at checkout.
Shipping costs may vary based on the delivery address, additional services, and shipping type. (both Canada and the US)

Additional shipping and handling cost

The delivery service process is based of the information you have provided during placement of your order.
Any additional fees will be incurred if additional equipment will be used, additional manpower, or vicinity restrictions the resulted in delays or rescheduling.
Please make sure the provide us utmost detailed information of your delivery location to avoid any fees to be incurred.

Change of address request

We understand that circumstances may arise where a customer needs to change the shipping address. However, changing the shipping address after the item has been shipped can incur additional costs and logistical challenges. If a customer wishes to change the shipping address after the item has been shipped, they will be responsible for the address change shipping fee. This fee will be a minimum of $150 or the actual cost incurred by us, whichever amount is greater.
We highly recommend customers to provide accurate shipping information at the time of purchase to avoid any inconvenience. In the event that an address change is necessary after the item has been shipped, please contact our customer support team as soon as possible to initiate the process. Please note that there may be situations where that the request is not feasible or may result in a delay in delivery. We cannot guarantee that an address change can be processed successfully.

Missed delivery appointment

Once your item is ready to be shipped, the shipping carrier will schedule a delivery date/time for you. Date and times can not always be changed. Missing that appointment will result in redelivery attempt.
The rescheduling fee starts at $150 or the actual cost incurred by us whichever is greater.
Please keep your lines open during the delivery timeframe provided by the carrier to avoid any inconvenience and additional fees incurred.

Item/s won't fit entry way

It is the customer's responsibility to carefully review the dimensions of the product purchased and assess the suitability of their main entrance for accommodating it. If the customer requests cancellation due to the aforementioned scenario, return fees will be applicable and a full refund will not be granted.
All delivery times are estimates and are not guaranteed.
Shipments may be affected by weather-related delays, carrier limitations or other events outside of our control.

Shipping process/damages

We do our best to ensure that our shipping process is as seamless as possible. However, please note that while we take utmost care during this process, you release any damage liability to the property or loose and fixed fixtures. We highly recommend that you inspect the path and area where our delivery team will navigate through to prevent any unwanted mishaps.
Additionally, please ensure that all walkways are clear, and fragile objects are well protected or moved aside to guarantee the smooth and damage-free transfer of your orders. If for any reason you need to return the item, we require the original box to be eligible for a return. To avoid any confusion, please keep your original box. If you discard the box, you are agreeing to our policy and forfeiting your eligibility for a return.

RETURN & REFUND POLICY

Return eligibility

The item(s) must be in their original condition, unused, and with all the original packaging and tags intact. Any item that is damaged, altered, not in its original state may not be eligible for a return. There are items that cannot be returned:

• Open or damaged box / Used items
• Gift cards
• Customized/Personalized items
• Items marked “Non-Returnable” or “Final Sale.”

Return Iniatition

To return an item, please reach out to our customer support team within 90 days from the date of delivery. Our team will assist and guide you through the return process, discuss applicable fees, and provide you with the necessary instructions which may include the submission of photos or video clips for documentation purposes.

Item Return preparation

We kindly ask that you have the items packed and ready for pickup on the scheduled day. Please follow the guidelines below when preparing your items for return:

• Forms: Include the MBtek Return Form and/or carrier return label/s & bill of lading provided by our customer service team. Please note that item(s) returned without the forms mentioned will not be processed.
• Original Condition: item(s) being returned are in their original condition, which includes, but is not limited to, the following:
  • a: No damage or signs of wear & tear
  • b: Original tags still attached
  • c: All original packaging included
    • Packaging: Only include the item(s) that are being returned in your shipping box. Do not include any additional items or accessories unless specifically instructed by our customer service team.
    • Timely Return: Ship and return the item(s) to MBtek within three (3) days of receiving your Return Label or as per the scheduled pickup request. Please adhere to this timeline to ensure a timely return process.
    • Evaluation Process: Once we receive your returned item(s), our product team will evaluate them based on the specified criteria. Please allow up to 7 business days from the time we receive the return request for the evaluation process to be completed.

MBtek reserves the right to determine the eligibility and criteria for the requested return item(s) upon evaluation

CLAIMS POLICY

Inspect your delivered item/s carefully before accepting it.

It's important for customers to inspect their items within approximately 48 hours of receiving the shipment. However, fully inspecting a comprehensive heating and cooling system, which includes components such as a heat pump, heat pump station, tank, thermostats, manifolds, actuators, fan coils, and more, can indeed take a significant amount of time. It's unlikely that the truck driver & handlers can wait during such an extensive inspection.
With that being said, it is vital to be very attentive during the and try to be very extensive in doing visual inspections and delivery process. This can be very handy in case an unfortunate incident happened whether it be during transit or offloading of your items.

Inspect your delivered item/s carefully before accepting it.

It's important for customers to inspect their items within approximately 48 hours of receiving the shipment. However, fully inspecting a comprehensive heating and cooling system, which includes components such as a heat pump, heat pump station, tank, thermostats, manifolds, actuators, fan coils, and more, can indeed take a significant amount of time. It's unlikely that the truck driver & handlers can wait during such an extensive inspection.
With that being said, it is vital to be very attentive during the and try to be very extensive in doing visual inspections and delivery process. This can be very handy in case an unfortunate incident happened whether it be during transit or offloading of your items.

Clearly note any obvious damage on both the Bill of Lading (BOL) and Proof of Delivery (POD).

The proof of delivery (POD) or delivery receipt is a legally binding document. The POD serves that you are giving full consent and acknowledgement that the item/s delivery are in good and truthful condition when you received them.
It is crucial to accurately describe (if any) damages, discrepancies, shortages, or evidence of tampering before signing it or the bill of lading (BOL).
We highly suggest taking pictures and short videos to document the damage (if any). Clearly indicate “damaged” on the paperwork, or write “order incomplete” if items are missing and highlight notable ones. Note damages (if any) legibly on both your copy and the driver's copy and the notations are identical, and have the driver sign your copy to confirm the damage was discovered at the time of delivery.

Avoid accepting shipments "without exception." Inspect all deliveries thoroughly before acceptance.

Accepting a freight shipment without inspecting it and later discover damage, your claim will be considered "concealed damage". Once it is categorized as Concealed damage, claims are more difficult to prove and less likely to be resolved in your favor.
Therefore, avoid accepting shipments without inspection whenever possible. If you do discover damage after signing for your delivery, notify our Team in writing within five days of receiving the shipment. We are highly suggesting that you document your product checking process by take photos.
It will be much better if videos are taken while unpacking and inspecting is being done by you. it provide a much stronger and convincing evidence of the issues that might reveal