Shipping, Delivery & Returns

Last Updated: January 1, 2026

Our goal is to provide a smooth delivery experience and ensure you receive your system quickly and in excellent condition. Please review the following policy carefully before placing your order.

Shipping Policy

Order Processing

Orders are typically processed and shipped within 1–3 business days after payment is successfully completed.
Orders ship Monday through Friday, excluding holidays.

Shipping Locations and Transit Time

We ship from distribution centers located in:

Florida
Texas
California

Your order will ship from the location that allows the fastest delivery.

Estimated transit time:1–10 business days depending on destination and carrier scheduling.
All systems ship via insured LTL freight carriers and are palletized, shrink-wrapped, and protected for safe transport.
Transit times are estimates and not guaranteed.

Delivery Policy

Delivery Appointment Required

Freight carriers require:

A valid phone number
A scheduled delivery appointment
An adult (18+) present to sign

Failure to schedule delivery or accept delivery may result in:

Storage fees
Redelivery fees
Return shipping fees
Restocking fees

These charges are the responsibility of the customer.

If an order is returned due to failed delivery, refusal, or customer unavailability, it will be treated as a return.

IMPORTANT: Inspection Required at Delivery

All shipments are fully insured. However, inspection at delivery is mandatory.

Before signing the delivery receipt, you must:

Inspect the boxes for damage
Verify the number of cartons
Note ANY damage, shortages, or concerns on the delivery receipt
Take photos of any damage

Signing the delivery receipt without noting damage confirms the order was received in acceptable condition.

Failure to report damage at delivery may result in denial of claims, replacements, or refunds.

Concealed damage must be reported immediately.

Lost Shipments

If your shipment is delayed or appears lost, contact us promptly so we can initiate a carrier trace.

Returns Policy

We accept returns on eligible products within 30 days of delivery, subject to the conditions below.

A Return Authorization (RA) is required before returning any product. Please contact us for instructions.

Returns without authorization may be refused.

Exchanges and Partial Returns

We do NOT offer exchanges.
We do NOT accept partial returns.
Only complete systems exactly as originally shipped may be returned.
Customers wishing to replace a product must place a new order.

Return Shipping Responsibility

Return shipping is the responsibility of the customer.
If we assist by arranging return shipping or providing a return label or Bill of Lading (BOL), the cost will be deducted from the refund.
Original shipping costs are non-refundable.

Restocking Fees

All returns are inspected upon arrival.

A minimum 20% restocking fee applies to all returns.
Restocking fees may increase up to 100% depending on the condition of the returned product.

This includes, but is not limited to, products that are:

Opened, Used, or Installed
Missing packaging or parts
Damaged, Modified, or not in resellable condition

Products that cannot be resold may not qualify for a refund.

Non-Returnable Products

The following items are not eligible for return or refund:

Installed or used systems
Systems missing original packaging, parts, or accessories
Systems returned incomplete or damaged after delivery

Incorrect Items or Shipping Damage

Contact us immediately upon discovery.
We will work to resolve the issue promptly.
Failure to report within the timeframe may void eligibility for replacement.

Manufacturer Defects and Warranty

Mini split systems must be installed by a licensed HVAC technician. After installation, all warranty coverage is provided by the manufacturer.

If a manufacturer defect is confirmed, the manufacturer's warranty process will apply. Documentation may be required:

Technician report
Manufacturer case number
License information

Refund Processing

Once the return is received and inspected:

Refunds are issued to the original payment method.
Deductions may include: restocking fees, return/original shipping costs, and fees based on condition.
Processing time is typically 3–10 business days after inspection.

Customer Support and System Selection Disclaimer

If you have any questions before purchasing, we strongly encourage you to contact our team. We are happy to assist with general product information, system configurations, and order customization based on your preferences.

We can customize system combinations to meet your requested setup. However, we do not provide load calculations, sizing determinations, or application suitability recommendations, as these require an on-site evaluation by a licensed HVAC technician.

By placing an order, you acknowledge and agree that:

You are responsible for selecting the appropriate equipment for your specific application.
We are not responsible for improper sizing, compatibility, or performance issues resulting from equipment selection.
A licensed HVAC professional should be consulted prior to purchase to confirm system suitability.
Improper sizing or application is not considered a product defect and is not a valid reason for return, exchange, or refund.

Before You Set Up a Return

Please make sure of the following:

The item is within 30 calendar days of delivery date.
All returned merchandise must be in sellable condition.
The product must be free of damages, scratches and/or defects.
The product must not have been installed.
You must have the original manufacturer packaging (manuals, accessories, packaging materials).
All free or gift items including accessories must be included.
There cannot be any writing or labels on the original manufacturer's packaging.
All freight-shipped orders must be returned via a freight carrier.

*Important: We are not responsible for lost or damaged return shipments. Keep your tracking number after shipping your product.

Returns for Unused Products

We can process refunds for unused products purchased directly from HVACMART.com. Unused products must be returned with their original packaging within 30 days of the delivery date and within 14 days of return authorization. Returns shipped after the 14-day authorization period are not subject to refund.

Returns for Opened / Used / Installed Products

Used products or products that have been installed are not eligible for return. Opened-box returns must be in sellable condition with original materials and packaging. An extra restocking fee will apply depending on the condition of the received return.

All returns associated with our “Free Shipping” offer will be subject to a minimum 20% restocking fee. Unused products must be returned with their original packaging within 30 days of the delivery date and within 14 days of return authorization.

We cannot accept partial returns or swap components after the order was shipped. We are able to accept ONLY a complete order, the same way it was shipped — no exceptions.

Fulfillment Errors

If you are returning a product because we sent incorrect items in your order, we will promptly send the correct item at no additional cost. We will schedule and pay for return shipping. We must be notified of return request within 30 days of your order delivery.

Returns for Units Defective from Factory

As per legal and product description, a licensed HVAC technician is required to perform the installation. If the purchased item does not work directly from the box, please note that once the unit has been installed, the manufacturer is responsible for the warranty and parts.

Manufacturer Support

Our brands provide direct technical support:

Cooper & Hunter: cooperandhunter.us
OLMO Comfort: olmo-comfort.com
AC Bravo: acbravo.com

Factory Defect Returns

If your order was confirmed by the manufacturer to be defective from the factory, we will cover the return shipping and provide you with a full refund. We will ask you to provide:

A report from the technician confirming the original installation
Your case number with the manufacturer
The discovered factory defect details

The report should clearly show the name, address, phone, and HVAC license number of the technician. Returned systems should be palletized and strapped down with all original packaging. Items should be returned only with a freight carrier.

How to Initiate a Return

Contact our customer service team:

(844) 558-6388 support@hvac-mart.com

The purchaser is responsible for the cost of return shipping, which will be deducted from your refund if we provide the shipping label.

Questions About Returns?

Contact our customer service team:

(844) 558-6388 support@hvac-mart.com

Your HVAC Mart Team