Refund policy
Refund & Cancellation Policy
At AcritecDirect.com, we operate a commercial-grade supply catalog tailored for trade professionals, builders, and structured property projects. Because our logistics process relies on manual freight quoting, our cancellation policies are split into two clear phases to protect your capital.
Phase 1: Prior to Freight Approval (100% Risk-Free)
When you place an order on our website, your payment method is placed on a temporary authorization hold; you are not charged immediately.
- If you review our custom LTL freight quote via email and decide not to proceed, simply notify our team.
- We will cancel the order immediately and drop the pending financial hold.
- There are absolutely zero fees, penalties, or restocking charges for cancellations made during this phase.
Phase 2: Post-Freight Approval & Crating
Once you explicitly approve the freight quote and pay the logistics invoice, your original product transaction is finalized, and your items are sent directly to the factory timber-crating bay.
- Cancellations: Once an order enters the crating bay or is loaded onto the freight carrier, it cannot be canceled mid-transit without incurring outbound and inbound freight charges plus a standard 20% factory restocking fee.
- Returns: To maintain clean, commercial factory direct pipelines, we do not accept arbitrary returns for buyer's remorse or over-ordering once goods arrive safely. Please verify all rough-in dimensions and mechanical specifications with your plumbing contractor prior to finalizing your freight payment.
- Defects & Shortages: In the rare event of an internal manufacturing defect, your purchase is fully covered under the official Acritec limited factory warranty. Report any performance issues immediately with photos to info@acritecdirect.com to initiate factory part replacement.