Warranty and Returns
Page Loading...The items we offer on our web site are professional grade products that are designed and built to be installed by licensed, professional tradesmen. Because of the professional install these products carry a longer warranty, different than found in similar products offered by big box stores for do it yourselfers. We encourage you to be a licensed HVAC contractor or to hire a Licensed HVAC contractor to be sure you can truly get the manufacturer's warranty. Many manufacturers will request a copy of the contractor license or a bill of install to start the warranty procedure. HVAC Wholesale Direct is a distributor and is not responsible for labor claims, supplies or refrigerant cost recovery or rejected manufacturer's warranty due to misapplication or for operating outside the terms of a manufacturer's warranty.
HVAC Wholesale Direct will never charge a restocking fee. However, on large quantity purchases, special orders, and non-stock items, if the manufacturer of the product charges a restocking fee, those fees will be passed along to you. Some manufacturers do not allow returns on special orders at all. These are policies of each individual manufacturer, not of HVAC Wholesale Direct.
Restocking fees are not a point of profit for the wholesaler or manufacturer. They are merely a way to help to recover part of the cost of having to reabsorb inventory. All returned products must be new and unused in its original unopened packaging. HVAC Wholesale Direct is not responsible for shipping the item or items to be returned back to our warehouse. Buyer is responsible for all costs of returning products. Product that is shipped back to us in a condition that we cannot sell as new and unused can be returned to the original customer at their shipping expense.
We reserve the right to make that determination as we receive the product. We recommend using a carrier that has tracking capabilities, and that you insure the return shipment.
Return Instructions - Non Damage Items
- Request a return via our Contact Us link
- Include your order / invoice number
- Provide a reason for your return request
- State if you want a replacement or a refund
Once we receive your request, we will respond with either an authorization to return, or deny the request with an explanation. If the request is authorized, we will also provide instructions on how and where to return the purchase. Upon receipt of the item(s) back, an inspection will be performed to determine if the item(s) can be returned to the shelf or not. If they can, we will comply with your request for a replacement item(s) or a refund. Refunds will always be issued back to the method of payment used for the original purchase. If the item(s) can not be returned to the shelf for resale, they will be returned to you at your expense.
Items Damaged During Shipment
Occasionally, items are damaged in shipment. It is the buyer's responsibility to inspect for damage upon receipt from the shipping / delivery company. It's best to refuse the delivery and notate the damage on the driver's bill. It's always best to take a picture and let us know, so we can make arrangements to get you a replacement as quickly as possible. Once you accept the shipment, any damage claims at that time are between the delivery company and the buyer. We inspect every item / shipment for damage prior to tendering the items to the delivery company.
If your reason for returning the item in the instructions above is due to a manufacturer defect, you must state that in your return request, as it will affect the instructions for returning the item. Many manufacturers have specific procedures that must be followed in order to process these claims. A detailed description of the defect must be provided. You may be asked to provide additional information such as, a service ticket showing the diagnosis from a licensed HVAC professional, pictures of the defect, etc. These additional pieces of information will help to expedite the process in many cases. Some manufacturers will not proceed without that additional information.
HVAC Wholesale Direct vendor network is made up of some of the finest manufactures of HVAC products. We will be here to assist you. We however, do not have any control over the manufacturers and their warranty practices and make no claim on honoring warranty on behalf of any manufacturer. HVAC Wholesale Direct is not responsible for shipping or freight charges for any warranty claims made that we are helping to facilitate. We issue credit after we receive credit from the manufacturer.
At the end of the day we are people doing business with people in a modern environment. We want you to be happy with your experience with our company. We promise to work with all of our customers, within good reason, to resolve any conflicts, whether defective or miss ordered to your satisfaction.