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Shipping and Returns

HVAC Superstores Return & Cancellation Policy

Welcome to HVAC Superstores, where your satisfaction is our top priority.

While our customers consistently report high satisfaction with our premium HVAC products, we recognize that in rare instances, a specific product might not perfectly align with your unique requirements. That's why we've established an industry-leading 2-year return policy that demonstrates our exceptional confidence in our products while providing you with unparalleled peace of mind. Please review the details of our return process below:

Cancellation Policy

We understand that circumstances may change, and occasionally, you may need to cancel an order. Here's everything you need to know about our cancellation policy:

Cancellation of Orders:

  • You have the option to cancel your order at any time before it has been processed for shipment. Once an order has been processed, it cannot be canceled, and our standard return policy will apply.

Cancellation Fees:

  • Cancellation of Held Orders: If you choose to cancel a held order (an order with backordered items) before the backordered item is restocked and shipped, a 5% cancellation fee will be charged. This fee covers administrative costs and processing fees associated with the cancellation.

  • Cancellation of Shipped Orders: If you decide to cancel an order after it has been shipped, the standard 30% restocking fee will apply. This fee covers restocking and administrative costs incurred by processing the return.

Payment Refunds:

  • Refunds for canceled orders will be issued to the original payment method used for the purchase. Please allow up to 7-10 business days for the refund to reflect on your statement, depending on your financial institution's processing times.

How to Cancel an Order:

  • To cancel an order, please contact our Customer Experience team as soon as possible at support@hvacsuperstores.com. Please provide your order number and reason for cancellation to expedite the process.

Return Policy General Rules:

  • Extended Return Period: We offer an industry-leading 2-year return policy for products maintained in good condition. This extended window reflects our confidence in our products and commitment to your long-term satisfaction.
  • Product Condition: Products must be in good condition, uninstalled, and in resalable condition to qualify for return within our 2-year window.
  • Restocking Fee: A minimum of 30% restocking fee will be applied to any returns. This fee applies to orders cancelled or refused after shipment, as well as instances where incorrect shipment information leads to return to warehouse.
  • Eligibility Criteria: Only uninstalled, unused products in their original packaging, including the box and any pallet, are subject to this return policy. If the original packaging, including the box, is unavailable, the return will not be eligible.
  • Non-Eligible Products: Certain products are not eligible for returns or exchanges, including modified items, those not in resalable condition, and products not accompanied by an Order Number or original packaging materials.
  • Damaged Products: In the event of receiving a damaged order, clear photos of the damaged box should be taken upon delivery. Damages must be reported within 24 hours of delivery for prompt resolution.

Exchange Policy:

  • Extended Exchange Period: Exchange requests can be made within our 2-year policy timeframe, provided the product remains in good condition.
  • Restocking Fee: A minimum of 30% restocking fee applies to exchanges.
  • Eligibility Criteria: Only uninstalled products in good, resalable condition are eligible for exchange.
  • Exchange Process: Exchanges involve the return of the original product, inspection by our warehouse team, refund processing, and the customer processing a new order for the exchange item.

Refund Processing:

Refunds will be issued after the warehouse receives, inspects, and processes your return or exchange. They will be credited to the original payment method and may take up to 72 hours to reflect on your statement.

Starting a Return:

  1. Contact Us: If you wish to initiate a return, please reach out to our Customer Experience team promptly at support@hvacsuperstores.com. We'll get back to you within 1-2 hours during our regular business hours (Mon-Fri, 9:00 AM - 6:00 PM EST).
  2. Provide Details: When contacting us, please provide your Order Number and details about the item(s) you wish to return.
  3. Reason for Return: Let us know the reason for your return.
  4. Review Eligibility: Our Customer Experience team will review your request and determine if your return meets our eligibility criteria.
  5. Receive Return Authorization: If your return request meets our criteria, we'll provide you with a Return Authorization (RA) number.
  6. Package the Item: Carefully package the item(s) you wish to return, ensuring that they are securely packed to prevent any damage during transit.
  7. Processing the Return: Upon receiving the returned item(s) at our warehouse, our team will inspect the product(s) to verify eligibility and condition.

Exceptions to Policy:

  • Special circumstances may apply to certain products or promotions. Any exceptions to the cancellation or return policy will be clearly stated on the product page or promotional offer.

Contact Information:

Thank you for reviewing our return and cancellation policy at HVAC Superstores. If you have any further questions or need assistance, our dedicated customer service team is here to help. Your trust and satisfaction are of utmost importance to us, and we look forward to continuing to serve you with quality products and excellent service.