100% Satisfaction Guarantee
Returns and Refunds
Here at The Furnace Outlet, we stand behind our high-quality products and work hard to provide you with the very best service experience, and we want you to be completely satisfied with your purchase. If, for any reason, you are less than 100% satisfied, we'll exchange it, replace it or refund your money within 30 days of delivery. Simply contact us, and we will make things right.
Fast delivery
Orders placed before 2 PM ET usually are shipped the same day and arrive within 1-5 business days.
30-days return
You don't have to worry if you are not 100% satisfied. Our money-back guarantee covers you, no questions asked.
24/7 support
When it comes to customer service and support, we're always here for you — 24-hours-a-day, 7-days-a-week, 365-days-a-year.
30-Day Hassle-Free Return Policy
Not happy with your recent purchase? No matter the reason, it's no problem. Request your return within 30 days from the delivery date for a product refund of products in new condition.
Simply call (888) 286-0211 or email help@thefurnaceoutlet.com to begin the return process. A return authorization number (RMA) will be provided and must be requested before the item can be picked up for return. The Furnace Outlet cannot accept returns without prior authorization and an RMA number. Once you've received an RMA number, a customer service agent will reach out with the address to ship your product(s) back to and instructions on how to package your return correctly.
To receive a refund, please make sure of the following:
- All merchandise is in the same condition that you received it, unused and in its original packaging
- Product(s) must not have been installed, damaged, or used in any way.
- All product(s) that are freight bound must be returned via freight carriers. Please contact our customer service department for additional instructions.
LTL & Freight Shipping Damage Policy
Most of our items are delivered via LTL or Freight Shipping. We take great care in packaging and shipping your order, therefore, it will come strapped to a skid and wrapped in shrink wrap. These freight shipments can sometimes be subject to handling outside of our control. To protect your purchase and ensure a smooth resolution in the rare event of damage, please review our policy below:
Freight Delivery Policy
Inspection Required Upon Delivery
It is the customer's responsibility to inspect all freight shipments upon delivery for visible damage before signing the delivery receipt.
If the shipment appears damaged in any way, customers must refuse the shipment and clearly note the damage on the delivery receipt.
Signed Deliveries Are Deemed Accepted
If a customer signs for the shipment without noting damage, it is considered accepted in good condition. At that point, the responsibility for filing a claim with the carrier falls to the customer.
Concealed Damage
If damage is discovered after the delivery is signed for, the customer must contact the freight carrier directly to initiate a claim. We are happy to assist in providing documentation (such as customer invoice or Bill of Lading), but we cannot guarantee reimbursement or replacement for concealed damage once the delivery receipt is signed clear.
Refused Shipments
If the shipment is refused due to visible damage, please contact us immediately. We will work with the freight company to resolve the issue and expedite a replacement
Defective Merchandise
The Furnace Outlet provides high-quality products from top manufacturers. Our manufacturers ensure every unit goes through vigorous testing and a final run-test before shipping during production.
We recommend installing your appliance as soon as possible to ensure it operates properly. If you receive a defective item and the defect was not due to shipping damages, please contact customer support within 48 hours of receipt.
Nearly all products offered by The Furnace Outlet include a limited manufacturer's defect warranty. If your equipment is defective after the first use, please reference the paperwork that came in the original box for instructions on filing a warranty claim with the manufacturer directly.
The manufacturer warranty is void:
- If a residential appliance is installed in a commercial location
- Once the unit is shipped out of the continental United States
Installed Items
Requests for refunds will be denied for any item(s) that have been used or installed. Any damage incurred due to improper installation is the responsibility of you or your technician. If installed by an HVAC professional, a warranty claim can be made. Still, it is up to the manufacturer's discretion if they will cover any costs associated with an incorrect installation.
Final Sale and Non-Returnable Items
Items that are opened, in a used condition, have been installed, or beyond 30 days of delivery may not be returned.
Items that are custom ordered or factory direct, such as commercial HVAC, are also ineligible for return.
Scratch and Dent products are sold as-is and do not qualify for a refund, return or exchange. However, the manufacturer's warranty may still apply to these items. Contact information for the manufacturer is included in the product literature.
We apologize for any inconvenience this may cause. If you have any questions or concerns, please contact us or call (888) 286-0211.
Failed Delivery
Occasionally, orders are returned to us as undeliverable.
When the carrier returns a package as undeliverable, we automatically begin issuing a full refund (minus return shipping and applicable restocking fees). You will receive an email confirming the return and refund details within 48 hours of the returned merchandise.
A package might be undeliverable for many reasons:
- The carrier attempted to schedule the delivery but failed. Most of our carriers make more than one attempt to schedule a delivery. If they cannot contact you, they'll return it to us.
- The order was damaged during transit. If a shipment is damaged while it's on its way to you, the carrier may return it without attempting delivery.
- The recipient refused the delivery.
If you wish to arrange a new shipment, you need to contact us at help@thefurnaceoutlet.com. An extra delivery charge may apply.
Incorrect Order
If you are returning an item because of an error we made with your order, we will immediately send you the correct product at no additional cost, and we will schedule and pay for return shipping. Please contact our customer service and advise of the incorrect item received.
Refund Policy
Once our returns department has received and inspected your return to ensure all parts are included and in good condition. If approved, your refund will be issued within two business days, and a credit will automatically be applied to your credit card or the original payment method.
Depending on your bank's processing time, it may take up to 14 days after we process the return to reflect on your account. Depending on the issuing bank or billing cycle, this will show on your following statement. If your original payment method was made by wire, check, or ACH, you would be offered store credit or a check refund. If you have requested an exchange, your account will be charged for the new item and credited for the return once received.
All returned merchandise is subject to a 20% restocking fee or the original cost of shipping, whichever is less. These fees will be deducted from your refund. The customer is responsible for the cost of the returned shipping. We have the right to refuse refunds that do not comply with our Returns Policy.
Cancellations
We process orders as quickly as possible. You can cancel an order if we have not started the shipping or delivery process. If your order was recently placed on our website and has not yet shipped, it may be possible to process a cancellation by contacting us or calling customer service at (888) 286-0211.
If modifying your order means you are no longer eligible for a discount or promotion, our returns department will recalculate your total purchase price and apply applicable charges to your selected payment method.
If you decide to cancel the order or refuse the delivery after the order has shipped, you may incur return shipping and restocking fees. These additional fees are dependent on the item refused and the destination location. Once your order has been delivered, you will need to initiate a return by following our standard 30-day return policy.
Exchanges
We do not offer direct exchanges. Orders can be exchanged by returning for a refund and submitting a new order.
(888) 286-0211
help@thefurnaceoutlet.com
7540 McEwen Road Centerville, Ohio 45459