HVAC Pivot Return Policy

At HVAC Pivot, we are committed to providing exceptional service and delivering high-quality products. We understand that there may be instances where you need to return an item, and we are here to assist you throughout the process. Please take a moment to review our return policy below for detailed information on how to proceed.

1. Eligibility for Returns:

  • Returns are accepted within 15 days from the date of purchase.
  • The item must be unused, in its original packaging, and in resalable condition.
  • Please note that special-order items and custom-made products cannot be returned.
  • Additionally, clearance items are non-returnable.
  • No electrical components may be returned including parts of boards, relays, breakers etc.

2. Return Procedure:

  • To initiate a return, please contact our customer service team via phone or email.
  • Our dedicated representatives will guide you through the return process and provide you with a Return Merchandise Authorization (RMA) number.
  • Please ensure that the RMA number is clearly written on the outside of the package.
  • Ship the item(s) back to us using a traceable shipping method at your expense.
  • Make sure to securely package the item(s) to prevent any damage during transit.

3. Inspection and Refunds:

  • Upon receiving the returned item(s), our team will inspect them to verify their eligibility for a refund.
  • Refunds will be issued in the original form of payment, excluding any shipping charges.
  • Please allow 3-5 business days for the refund to be processed and reflected in your account.

4. Damaged or Defective Items:

  • If you receive a damaged or defective item, please contact our customer service team within 48 hours of delivery.
  • We will make arrangements for the return and replacement of the item(s) at no additional cost to you.

5. Non-Returnable Items:

  • Certain items labeled as "Non-Returnable" are ineligible for our standard return process.
  • We do not accept returns or cancellations on these special-order items.
  • However, please note that the manufacturer's warranty still applies, and our customer service team is available to assist you with any concerns.

6. Returns for Wrong or Unwanted Products:

  • If you have ordered the wrong product or no longer want an item you ordered, please contact our customer service team to begin the return process.
  • All items must be returned new, unused, and in their original packaging along with the included return form.
  • The customer is responsible for all shipping charges associated with the return or exchange.
  • Items returned within 30 days of receipt will not incur a restocking fee. After 30 days, a 20% restocking fee will be applied.
  • While we do not offer direct exchanges, our customer service team is available to assist you in finding the correct item.

7. Warranty Claims:

  • We honor all manufacturer warranties for the products we sell.
  • If you encounter an issue with a product covered by a valid manufacturer's warranty, please contact our customer service team for assistance.
  • In some cases, the manufacturer may require troubleshooting before issuing a case or claim number. If this is the case, please have your technician contact us directly to expedite the process.
  • Please note that warranty policies for certain larger items, such as boilers, water heaters, and air conditioning units, typically cover parts only and rarely include labor costs.
  • Customers are responsible for the shipping cost of returning warranty items to us, while we will cover the shipping costs for sending out the replacement.
  • HVAC Pivot warranties do not cover labour or provide a labour allowance.

8. Freight Package Inspection:

  • For freight packages, we urge you to carefully inspect them upon delivery.
  • If a package appears damaged, please do not sign for it and refuse delivery. Immediately contact our customer service team to report the issue.
  • If unsure about the package's condition, you have the right to inspect it in the presence of the driver for up to 15 minutes.
  • In case damages are noticed after the driver has left, please notify us within 24 hours.
  • We will initiate the necessary steps to resolve the issue promptly.

9. Return of Other Items:

  • Any items that do not fall under the aforementioned categories may be eligible for return within 1 year of receipt.
  • Returns initiated within 30 days of receiving the product will not incur a restocking fee. After 30 days, a 20% restocking fee will be applied.
  • To initiate the return, please contact our customer service team. Ensure that all items are returned in their original packaging with the included return form.

10. Return Procedure:

  • To initiate a return, please contact our customer service team.
  • Your return form must be included in the return package.
  • Pack the item(s) securely in the original product packaging, including all paperwork, parts, and accessories.
  • Returned items must be brand new, unused, and in their original packaging.
  • Please refrain from writing or placing shipping labels directly on the manufacturer's packaging.
  • The return process usually takes 4-5 business days, and you can track the status by contacting our customer service team.
  • You can send the return package using the carrier of your choice and keep the tracking number for reference.
  • Refunds will be issued within 4-5 business days after we receive the returned items.

11. Unreturned Materials:

  • Items listed on the return form but not physically included in the return package may result in additional charges to the original form of payment.
  • We will attempt to contact you via email and/or phone regarding the missing materials.
  • If no response is received, we reserve the right to charge for the missing materials.

12. Order Changes and Cancellations:

  • You can make changes to your order online before it has shipped by accessing the corresponding order link provided in your confirmation email.
  • If you need to change an order that has not been shipped yet, please contact our customer service team immediately.
  • However, once an order has left our fulfillment center, we are unable to make any further changes.
  • Order cancellations can be made online or by contacting our customer service team before the order has shipped.
  • If you wish to cancel an order that has already shipped, you will need to initiate a return following our return procedure.

We appreciate your understanding and cooperation with our return policy. If you have any questions or require assistance, please don't hesitate to contact our customer service team. Thank you for choosing HVAC Pivot, and we look forward to serving you.