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Return/Refund Policy

Shipping, Delivery, and Returns Policy

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

To maintain product integrity and inventory accuracy:

  • 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
  • Installed
  • Missing packaging
  • Missing parts
  • Damaged
  • Modified
  • 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 systems
  • Used systems
  • Systems missing original packaging
  • Systems missing parts or accessories
  • Systems returned incomplete
  • Systems damaged after delivery

Incorrect Items or Shipping Damage

If you receive an incorrect item or shipping damage is properly documented at delivery:

  • Contact us immediately.
  • We will work to resolve the issue promptly.
  • Failure to report within this 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.

We will assist in coordinating resolution when applicable.

Documentation may be required, including:

  • Technician report
  • Manufacturer case number
  • License information

Refund Processing

Once the return is received and inspected:

  • Refunds are issued to the original payment method.
  • The following may be deducted:
    • Restocking fees
    • Return shipping costs
    • Original shipping costs (if applicable)
    • Any applicable fees due to 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 perform proper load calculations and 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:

  1. The item you are returning is within 30 calendar days of delivery date.
  2. All returned merchandise must be in sellable condition.
  3. The product must be free of damages, scratches and/or defects.
  4. All merchandise must not have been installed.
  5. You must have the original manufacturer packaging for the item (manuals, accessories, packaging materials).
  6. All free or gift items, including accessories, must be included with your return.
  7. There cannot be any writing or labels on the original manufacturer's packaging for the item.
  8. All freight shipped orders must be returned via a freight carrier (If you are unsure via which method your products should be returned, please contact us).

*Important: We are not responsible for lost or damaged shipments. You must contact us to file a lost shipment freight claim with the respective shipper. We recommend that you keep your tracking number after shipping your product.

Returns for Unused Products

We can process exchanges or 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 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 & packaging. 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.

Please be kindly informed that 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. Before you send a return, we must be notified of return request within 30 days of your order delivery.

Returns for Units Defective from Factory

Please be reminded, 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:

You may contact the manufacturer directly so they can troubleshoot the problem with your technician and assist you better.

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 kindly 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 like how it was delivered to you. The item(s) should be returned only with a freight carrier as there is a high chance of damage if shipped with ground services.

How to Initiate a Return

To organize a return, contact our customer service team:

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:

Your HVAC Mart Team

!