Refund policy

Returns & Refunds — Equipment Orders

Every unit we ship is brand-new, special-order equipment fulfilled through our national distribution network. Because of that, our return terms are firm and stated here in full — please read before ordering.

• 14-day return window. Returns are accepted within 14 days of delivery only for unopened, uninstalled equipment in its original factory packaging.
• 35% restocking fee. Approved returns are refunded at 65% of the equipment purchase price. Return freight is arranged and paid by the customer.
• No returns after installation. Once equipment has been installed, powered on, or charged with refrigerant, it cannot be returned. Defects discovered at or after installation are handled under the manufacturer's parts warranty — we will help you file the claim and obtain replacement parts.
• Inspect on delivery. Check the carton before signing the delivery receipt. Note any visible damage on the receipt and report it to us within 48 hours with photos. Freight damage cannot be claimed once a delivery is signed clean.
• Wrong-size orders. Not sure on tonnage or coil width? Message us before you buy — sizing help is free, and it is much easier than a return.

By completing checkout you acknowledge and accept this policy. For return authorization, contact sales@furnace.direct or (888) 762-1334 with your order number.