• Inspect shipment within 3 days

  Any issues must be reported within 3 business days of receiving your order. HVAC Direct cannot guarantee a successful claim after the 3-day period.

• Open the packaging

  You may see some damaged packaging. If this happens, the packaging did its job by protecting the equipment and is not grounds for a damage claim. Remove the packaging and inspect the item(s) directly.

• Take pictures of damaged equipment

  If you find damage to the equipment itself, take pictures and send them to the email below. Our damage claims team will reach out with further instructions. Send pictures to [email protected]. 
  We must receive pictures to start the claims process.

• Confirm all items have been received

  Keep in mind – smaller accessory items are sometimes packaged inside the packaging of larger items. It is important that you open and inspect all packaging thoroughly before claiming missing items. If items are found to be missing, contact our customer service team at 1-800-397-1392.

• CHECK THE MODEl/ PRODUCT NUMBERS

  Compare the items received to the items listed on your invoice. If you see any discrepancies, please contact our customer service team 1-800-397-1392. 

• Keep your packaging

  All returning items must be within their original packaging. As you remove the packaging, set it to the side. Do not dispose of it until you have completed installation.

• Do not write directly on packaging

  If you are returning items or writing notes – make sure you are not writing or altering the original factory packaging in any way.

• Do not wait to inspect items

  A professional is not required to inspect your items for damages. DO NOT WAIT.

• Do not contact your sales agent directly

  Your sales agent is only able to assist in completing new purchases. If you are experiencing issues after an order has been placed, please contact customer service at 1-800-397-1392 or at [email protected].

• Do not install items prior to contacting us about a claim

  Installation will waive your ability to file a damage claim.

RETURNS

Customer Choice Returns: you are choosing to return at no fault of HVAC Direct.

A Customer Choice Return is subject to the Returns Policy seen HERE.

Company Error Return: We will investigate all complaints and claims. If it is determined that we caused a Return to be required, we will cover the return costs.

INSPECTION OF GOODS

It is up to the customer to inspect their shipment thoroughly within 3 business days of delivery. All shipments are inspected and photographed prior to leaving our warehouse. Installation of goods denotes acceptance of equipment. Installed items are not eligible for damage claims or return requests.