Return & Refund Policy
General Return Policy Statement:
Buying a new furnace or water heater is a huge and potentially expensive purchase. And being well aware of this, Canadian HVAC wants to help you in every way possible.
We have adopted an accommodating return policy, as detailed below:
In case you are not sure which product suits your needs the best, please do not hesitate to contact us via email at shaun@canadian-hvac.ca. We request you take advantage of our pre-sales professional support to ensure the selection of the right product.
Due to the nature of the products we provide, we have stringent return eligibility criteria. So we urge you to be careful with how & where you store your product post-delivery & pre-installation to ensure there is no damage caused. If you have made a purchase, or have any questions regarding the specific product’s return policy, don’t hesitate to contact us.
Return Policy:
We have a 7-day hassle-free return policy. This means, if within the first 7 days from the PURCHASE date, you have second thoughts, we will accept the returned products with a full refund, provided the below Return Product Eligibility criteria are fulfilled.
After the initial 7-day period has lapsed, we have an additional 83-day return policy on all products with a mandatory 25% restocking fee. However, you need to abide by the Return Product Eligibility criteria given.
Canada
Email: shaun@canadian-hvac.ca
Toll-Free Phone: +1 (855) 407-4822
The arrangement of return shipping costs varies depending on the situation. You can contact us directly for more information and to cross-check your eligibility.
Note: In case of a damage issue, Canadian HVAC will cover the return shipping cost. On the other hand, if the customer wants to return the product with his/her own will, the return shipping cost needs to be covered by them.
Return Product Eligibility:
Due to the nature of the products sold by Canadian HVAC. we can’t accept returns for any products that do not meet the below criterion:
- The product must be unopened & in its as-delivered, original packaging
- The packaged product must show no signs of damage
All packages and items that are returned to Canadian HVAC will undergo comprehensive testing by either ourselves, a qualified 3rd party, or the manufacturer of the product to verify if the product is in working condition.
After inspection of the returned product, a refund in accordance with the above conditions and amounts will be applied.
If you are unsure whether your purchase qualifies for a return, please contact us to discuss further.
Professional Installation Requirement
By checking the box during purchase, the customer acknowledges and agrees that all products purchased from Canadian-HVAC.ca must be installed by a licensed HVAC professional. This requirement ensures the product is installed correctly and maintains its manufacturer warranty coverage.
Failure to adhere to this requirement will void any warranty, returns, or refunds through Canadian-HVAC.ca. If the product is not installed by a licensed professional, any claims for warranty, returns, or refunds must be directed to the manufacturer, subject to their policies and procedures.
To support any return, refund, or warranty claim through Canadian-HVAC.ca, proof of professional installation (such as an invoice or receipt from a licensed HVAC installer) may be required.
If you have any questions regarding this policy, please contact our customer service team before completing your purchase.
Manufacturer Defect Claims
For any items being returned due to claimed manufacturer defects, the returned items will be sent to the manufacturer for verification. Only when the verification process is completed that any replacement product can be sent or any refund (partial or complete) can be issued to a customer. Please contact our team directly for further information and to coordinate the return/shipment of any defective products.
Please note this process can take up to 90 days in total, starting from the initiation date to a conclusive response from the manufacturers' team.
Order error on behalf of Canadian HVAC
If an item is to be returned due to an order mistake on behalf of Canadian HVAC, return shipping costs will be covered by us. In addition, a full refund will be issued, as long as the returned product fulfills the Return Product Eligibility criterion.
How to start a Return Request
Please note that, due to the nature of the products provided by Canadian HVAC, we have stringent eligibility criteria that apply to all our products purchased online. Please consult the Return Product Eligibility section in this document for further details.
If, based on the above eligibility criteria, you think you qualify for a return, please contact us with your invoice number, contact information, & reason for requesting the item to be returned. We will then follow up with you to discuss the next steps forward.
Product Exchange
Due to the nature of the products we provide, we do not have a set exchange policy. However, if you feel that you have purchased the wrong product, meet the Return Product Eligibility criteria, and wish to switch to another item, please contact us directly for more information. We will work with you to provide a quick solution, depending on your case.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the returned product meets our Return Product Eligibility or not. If approved, you’ll be automatically refunded on your original payment method within 15 working days from the return date. If you no longer have access to that payment method, you will need to contact the payment provider to support you.
Please note that for any orders that have been shipped and are cancelled or returned for any reason other than an error on behalf of Canadian HVAC, no refunds will be given for the original shipping costs.
Please remember it can take some time (5-10 working days) for your bank or credit card company to process and post the refund to your account.
Damages and Issues
Please inspect your order at the time of delivery and contact us immediately if the item appears defective, or damaged or if you received the wrong item. We will immediately evaluate and come up with a solution.