Refund policy

Overview

At RN HVAC Supply, we are committed to making your buying experience as smooth and stress-free as possible. We supply heating, cooling, and indoor air quality equipment and work directly with our manufacturers and distributors to help resolve order, delivery, damage, warranty, and return issues.

Please read this Return & Refund Policy carefully before placing your order. By placing an order on rnhvacsupply.com, you acknowledge that you have read, understood, and agreed to this policy.

For any questions, contact us at info@rnhvacsupply.com or (888) 558-5637. We typically respond within 1 business day.

Order Cancellations Before Shipment

If you need to cancel an order, please contact us as soon as possible.

Orders canceled before they have been submitted for fulfillment or shipped will receive a full refund with no cancellation penalty.

To request a cancellation, contact us at info@rnhvacsupply.com. Please include your order number and the email address used at checkout.

Once an order has been submitted for fulfillment, picked, packed, loaded, or picked up by a carrier, it may no longer be eligible for cancellation. If cancellation is possible after fulfillment has started, the order may be subject to manufacturer fees, carrier fees, return shipping costs, return freight charges, or restocking fees.

Special Order & Non-Stocked Products

Special order and non-stocked products are ordered from the manufacturer specifically for your order. Once the order has been placed with the manufacturer, these items may not be eligible for cancellation, return, or refund unless the item is defective, damaged, incorrect, or otherwise required by law.

Examples of special order or non-stocked products may include, but are not limited to:

Commercial and three-phase packaged equipment
Equipment built to a specific voltage, phase, or heat kit configuration
Custom-length line sets, duct, or fabricated components
Items listed on the product page as special order or non-stocked

Backordered Items

Backordered items are products that are temporarily out of stock but available for purchase based on an estimated future shipment date or manufacturer lead time.

All backorder lead times are estimates only and may change due to manufacturing delays, supply chain issues, carrier delays, or other circumstances outside our control.

If an item is backordered, we will provide the best available estimated timeline. If the timeline changes significantly, we will contact you with an updated estimated shipping date.

You may choose to accept the updated timeline or cancel the order for a refund before the item has shipped or entered final fulfillment.

By placing an order containing a backordered item, you acknowledge that the provided lead time is an estimate and not a guaranteed delivery date.

Shipping Delays

We do our best to provide accurate estimated shipping and delivery windows based on information from our manufacturers and carrier partners. However, all shipping and delivery dates are estimates and are not guaranteed.

Delays caused by carriers, weather, manufacturer production, freight terminals, or other circumstances outside our control are not grounds for a refund on a shipped order, though we will always work with you and the carrier to resolve the issue.

If an address change or rerouting is approved after shipment, the customer may be responsible for return shipping, return freight, carrier fees, and any applicable restocking fees.

Returns & Exchanges After Shipment

Due to manufacturer policies, product size, packaging requirements, shipping costs, and the high-value nature of HVAC equipment, all returns must be approved in writing before being sent back.

Return requests must be submitted within 30 days of delivery.

Not all products are eligible for return. Return eligibility depends on the product, manufacturer policy, condition of the item, packaging, and whether the item has been used, installed, wired, charged with refrigerant, fired, modified, damaged, or marked as final sale.

To be eligible for return, the product must be:

Unused
Uninstalled and unwired
Never energized, fired, or connected to a refrigerant, gas, or water line
Free of any refrigerant charge added after delivery
In original packaging
In resalable condition
Complete with all parts, panels, hardware, manuals, accessories, and packaging materials
Approved for return in writing by RN HVAC Supply

Customers are responsible for all return shipping costs unless the return is due to our error, an incorrect item, or another issue approved by RN HVAC Supply.

Approved returns may be subject to a restocking fee of up to 25% of the product value, depending on manufacturer policy and product condition.

Original outbound shipping costs, return shipping costs, return freight costs, carrier fees, and restocking fees may be deducted from the refund when applicable. This may apply even when the original order shipped under a free shipping promotion, because the outbound freight cost was still incurred.

Return Authorization Required

Do not send any product back without written return authorization from RN HVAC Supply.

Because our products ship from different manufacturer warehouses and distribution centers, the correct return address may vary by product and by brand. Returns must be sent only to the return address provided in our written return instructions.

Products sent to the wrong address, sent without authorization, sent to RN HVAC Supply's business address, or sent to any address not provided in our written return instructions may be refused, delayed, returned to sender, or ineligible for refund.

Once your return request is reviewed and approved, we will provide return instructions, including the correct return address and any required return authorization number, carrier instructions, or label information.

Exchanges

If you would like to exchange an item for a different product, please contact us at info@rnhvacsupply.com.

Exchange eligibility depends on the same conditions that apply to returns, including product condition, packaging, manufacturer policy, and written approval. In most cases, an exchange is processed as an approved return followed by a new order.

Non-Returnable Items

The following items may be final sale or non-returnable:

Special order and non-stocked products
Clearance items
Open-box items
Equipment that has been wired, energized, or fired
Equipment that has been charged, brazed, or connected to a refrigerant line
Furnaces or gas equipment that have been connected to a gas supply
Dehumidifiers, humidifiers, or coils that have been run or exposed to water
Used or installed items
Modified products, including field-converted gas equipment
Products not in original packaging
Products damaged after delivery
Products marked final sale on the product page
Filters, refrigerant, sealants, and other consumables once opened
Cut-to-length line sets, duct, or wire
Replacement parts
Items that are not accepted for return by the manufacturer

Inspecting Your Delivery — Required

All customers are responsible for inspecting their order upon delivery. Please refer to our Shipping Policy for full delivery inspection instructions.

For standard parcel deliveries, inspect the packaging and product as soon as possible after delivery.

For freight deliveries, inspect the shipment before signing the Delivery Receipt or Bill of Lading whenever possible.

Before signing for a freight delivery, please:

Count all boxes, crates, or pallets. A complete system frequently ships in multiple pieces, and the coil, air handler, or heat kit is often a separate package.
Check for visible damage.
Look for punctures, crushed corners, bent cabinet panels, dents, or water damage.
Pay particular attention to condenser coils, fan grilles, and service valves.
Note any damage or missing items on the Delivery Receipt or Bill of Lading.
Take clear photos of the packaging, labels, pallet, and any damage.
Keep all packaging materials.

Failure to note visible freight damage or shortages on the Delivery Receipt may limit or prevent a carrier claim, which can affect our ability to replace or refund the item.

Damaged Items

If your item arrives damaged, please contact us at info@rnhvacsupply.com within 48 hours of delivery.

Your email should include:

Your order number
Photos of the damage
Photos of the packaging
Photos of the shipping labels and equipment data plate
Video of the damage, if available
A written description of the issue
A copy or photo of the noted Delivery Receipt or Bill of Lading, if applicable

For freight deliveries, do not refuse delivery unless the shipment is severely damaged, unsafe to unload, or we instruct you to do so. In most cases, accepting the delivery and clearly documenting the damage is the best way to help us file a claim and resolve the issue.

If damage is present at delivery:

Accept the delivery unless the shipment is severely damaged or unsafe to unload.
Clearly note all damage on the Delivery Receipt or Bill of Lading.
Take photos and video of the damage, packaging, labels, and pallet.
Contact us within 48 hours of delivery.

We will work with the manufacturer and carrier to resolve the issue through repair, replacement parts, replacement equipment, or refund, depending on the circumstances and the outcome of the claim.

Concealed Damage

Concealed damage is damage that is discovered after delivery and was not clearly visible at the time the shipment was received.

If concealed damage is discovered, please contact us at info@rnhvacsupply.com within 48 hours of delivery or as soon as the damage is discovered.

Please include your order number, photos of the damaged item, photos of the packaging, photos of the shipping labels, and a description of the issue.

Concealed damage claims are time-sensitive and may be denied by the carrier or manufacturer if reported late. Please unpack and inspect your order as soon as possible after delivery, even if installation is scheduled for a later date.

Missing Items or Shortages

If your order is missing boxes, coils, air handlers, heat kits, line sets, hardware, accessories, or other items, contact us at info@rnhvacsupply.com within 48 hours of delivery.

Please include your order number, photos of what was received, photos of the packaging and labels, and a description of what is missing.

Incorrect Item Received

If you receive an item that is different from what you ordered, contact us at info@rnhvacsupply.com within 48 hours of delivery.

Please include your order number, photos of the item received, photos of the packaging, labels, and data plate, and a description of the issue.

If the incorrect item was sent due to our error or manufacturer error, we will work to correct the issue at no cost to you.

Refund Processing

Once a return is received at the authorized return location and inspected, we will notify you whether the refund is approved.

If approved, the refund will be issued to the original payment method.

Please allow time for your bank, credit card company, or payment provider to process and post the refund after it has been issued.

Refund amounts may be reduced by applicable restocking fees, return shipping costs, return freight costs, original outbound shipping costs, missing parts, damaged packaging, product damage, or other costs allowed under this policy.

Delivery Refusals

If you refuse delivery for reasons not related to severe shipping damage, or not approved in writing by RN HVAC Supply before refusal, you may be responsible for:

Original outbound shipping costs
Return shipping or return freight costs
Re-delivery fees
Storage fees
Carrier accessorial fees
Manufacturer fees
Any applicable restocking fees

Freight deliveries are typically curbside unless otherwise arranged. Moving the equipment into a garage, mechanical room, attic, or rooftop is the customer's responsibility.

Installation, Electrical & Site Conditions

RN HVAC Supply supplies equipment only. We do not provide installation, refrigerant charging, electrical work, gas piping, ductwork, permitting, or contractor services.

Returns and refunds are not available for issues arising from:

Insufficient electrical service, or the cost of a panel upgrade or new circuit
Insufficient gas supply, meter capacity, or venting
Permit denial, HOA restrictions, or zoning requirements
Inaccurate measurements, or equipment that does not fit the intended space, closet, attic, or access path
Existing ductwork that is undersized or incompatible with the equipment ordered
An unlevel, undersized, or inadequately drained pad or platform
Ordering equipment that is not a valid AHRI match with existing components
Ordering equipment using a refrigerant incompatible with existing components
Improper installation, wiring, brazing, or charging, whether performed by the customer or a third party
Damage caused during customer or contractor installation

Please confirm your electrical service, gas supply, venting, ductwork, site conditions, access path, and local permitting requirements before placing your order. Our team is happy to review these with you in advance.

Warranty

Warranty coverage varies by manufacturer and product. Please refer to the product page or manufacturer documentation for specific warranty details when available.

Manufacturer warranties generally cover defects in materials or workmanship under normal use, subject to the manufacturer's terms and exclusions.

Unless otherwise stated in writing, warranties are provided by the manufacturer, not RN HVAC Supply.

RN HVAC Supply may assist with warranty questions or help connect you with the manufacturer when available, but we do not control manufacturer warranty decisions, claim approvals, replacement timelines, repair procedures, or parts availability.

Most manufacturers require installation by a licensed HVAC contractor, and many require product registration within a set period after installation, in order for full warranty coverage to apply. Improper installation, unlicensed electrical or gas work, operating equipment without proper airflow or refrigerant charge, failure to perform routine maintenance, and commercial use of residential equipment may reduce or void warranty coverage.

Promotional Bundles

Where a promotion requires the purchase of multiple items, all items in the promotion must be returned to qualify for a full refund.

If only part of a bundle is returned, the refund or credit amount may be adjusted based on the promotional value of the returned item.

Return shipping costs, return freight costs, and applicable restocking fees may still apply.

Chargebacks & Payment Disputes

Our team is here to help resolve order, delivery, damage, return, refund, and warranty issues. If you have not received a product, received a damaged item, or have a concern about your order, please contact us first at info@rnhvacsupply.com so we can work toward a fair resolution.

We keep records of order details, communications, tracking information, delivery confirmations, signed freight receipts, return approvals, and claim documentation.

If a chargeback or payment dispute is filed for an issue that is already covered by this policy or actively being resolved, we reserve the right to provide documentation to the payment provider in response to the dispute.