Returns Policy

Straightforward Returns, Clear Requirements

Start by requesting an RMA for unused / not installed items. Review eligibility, fees, and the correct return method (ground vs freight).

Support: 1-888-509-3391 Contact Support Jump to RMA steps

About HVAC365 returns

HVAC365.com is the nation’s largest direct integrated marketer of Heating, Ventilation and Air Conditioning Products. We stand behind what we sell and provide a superior level of customer support.

HVAC365 promises to deliver high-quality products, in new excellent condition, to your residence. If, for any reason you’re not completely satisfied with your purchase, request a Return Merchandise Authorization (RMA) for any unused / not installed merchandise. A 15% restocking fee will be charged on all returned merchandise unless defective.

Returns snapshot

Eligibility window

Request within 30 days of receiving the product(s).

Condition

Unused / not installed, free from damage, and in resalable condition with required packaging.

Fees

15% restocking fee may apply (unless defective). Outbound shipping may be deducted where applicable.

Must-have

All returns must include an RMA number and be shipped via a traceable service.

Returns for unused / not installed product(s)

We can process returns and refunds only for items purchased from HVAC365.com. If attempting to return a product from one of our affiliates, you will need to visit their website and follow their Returns Policy guidelines.

To set up a return, first confirm your request is within 30 days of receiving the product(s). Second, request an RMA online (see the RMA section below) or call us at 1-888-509-3391. If you are returning a product because we made an error in your order, we will promptly send you the correct item at no additional cost and schedule/pay for return shipping.

Requirements, tips, and exclusions

What is required

To receive a refund, please ensure:

Product(s) being returned cannot have been installed.
The product(s) must be free from damages, scratches and/or defects.
Product(s) must be in resalable condition.
Original manufacturer packaging, manuals, accessories, and packing materials must be included.
All free or gift product(s) including accessories must be included with your return.
Writing or labels added onto the original manufacturer packaging is strictly prohibited.
All product(s) that are freight bound must be returned via freight carriers.
All product(s) must be returned with their assigned RMA number.
Packages must be sent back by customer via a traceable source, such as FedEx or UPS.
Ship product(s) back within 30 days from receiving your RMA number (RMA numbers can expire).

What we recommend

Make sure you are provided an RMA number before returning your product(s). Returns without an RMA number will be refused by our warehouse.
If you are unsure which method to use (Ground, Freight, etc.), call us to confirm.
Retain your tracking number for at least three months after shipping your product.
Once you receive your RMA number, package and ship your return as soon as possible.

Freight-bound items returned via freight

Gas Furnaces / Electric Air Handlers
Gas / Electric Package Units
Ductless Mini Split Systems
Air Conditioner Coils (Horizontal / Vertical / Case-Uncased / Slab)
Heat Pump or Air Conditioner Condensers

What’s not eligible for return

Clearance
Overstock
Scratch / Dent
Free or gift product(s) as a standalone

Your responsibilities & charges

You are responsible for the cost of return shipping (unless we made an error in your order).
You are solely responsible for product(s) lost or damaged by the carrier during return shipping.
If product(s) are lost or damaged in transit, you must contact the carrier to file a claim.
“Free Shipping” orders may have original shipping costs deducted from the refund amount where applicable.
A 15% restocking fee for each product(s) returned (unless defective).

How to return (ground vs freight)

Ground shipments

1) Pack up your items

Pack purchased products(s) with all manufacturer contents and packaging. Put the manufacturer box inside an outer box so no markings are added to the manufacturer boxes.

2) Include RMA paperwork

Print the Returns Merchandise Authorization email (showing the RMA number) and include it in the box to help expedite inspection/refunds.

3) Ship traceable

Purchase traceable postage (FedEx/UPS recommended) and ship the product(s) to the HVAC365 Return Center per your RMA instructions.

Freight shipments (LTL)

If your order was shipped on a pallet via LTL, it is most likely that you will have to return it via LTL. If unsure, contact us before shipping.

1) Pack + secure

Pack with all manufacturer contents and packaging. Secure for pallet transport as required.

2) Include RMA paperwork

Print the RMA email (with the RMA number) and include it with your return shipment to help expedite processing.

3) Arrange pickup

Select a freight company and arrange pickup and shipment to the HVAC365 Return Center. Keep bill of lading documentation for at least 90 days.

What happens after HVAC365 receives my return?

Once we receive the product(s) back to our facilities, we inspect them to assure all guidelines were met. This process normally takes 1–2 business days for review.

For approved product(s)

We submit the credit within 2–3 business days of approval. Depending on payment method, credits can take up to 10 business days.

For denied product(s)

If the return fails to meet guidelines, we notify you and the product(s) will await pickup at our dock. Refunds may not be issued.

Storage note

If we cannot reach you after 10 business days from failed inspection, storage charges may apply.

Return Merchandise Authorization (RMA)

To file a return, follow the steps below to create your returns request online.

1–2) Log in

Click Log In, then sign in as a returning customer with email and password.

3–4) Open Returns

On the side menu, click Returns to view the Request a Return page.

5–6) Select items

Choose an order number, select item(s), then click Return Selected Items.

7–9) Submit

Review items, choose a reason, add comments if needed, then submit the return request.

Need help?

Call 1-888-509-3391 or use our contact form.

Need help with a return?

Call 1-888-509-3391 or send us a message.

Contact Support