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.
Orders placed before 2 PM ET usually are shipped the same day and arrive within 1-5 business days.
You don't have to worry if you are not 100% satisfied. Our money-back guarantee covers you, no questions asked.
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 firstname.lastname@example.org 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.
It is crucial to inspect your delivery thoroughly before accepting and signing. HVAC equipment is delicate and has many parts sensitive to rough handling. Check for internal and external damage and notify us within 48 hours by calling (888) 286-0211. Photo evidence of damage is required.
The Furnace Outlet cannot be held responsible for claims after the 48-hour timeframe. After 48 hours, the recipient must submit a direct claim to the shipping carrier for all damage claims.
On occasion, the outer packaging may look damaged, but the product inside the box is intact and untouched. Please note "Possible Freight Damage" with a clear explanation of the damage found on the receipt while the driver is present if you suspect concealed damage. If you discover that the product is damaged later, the remedy of a freight claim is less of a hassle.
Do not sign for damaged products. If your product arrives with visible freight damage or the carton is damaged (i.e., box corners crushed, tears, rips, slices, marks, etc.), please (a) take pictures of the damage (b) REFUSE DELIVERY and (c) contact us immediately. Once we are notified, we can process the appropriate claims on your behalf and coordinate an exchange for you.
To report any shipment damage, please email your name, phone number, and order number to email@example.com. You must submit photographs of the damage and its packaging. The original packaging must facilitate a return unless it was damaged in transit and is unusable.
The Furnace Outlet is not responsible for lost or damaged packages during transit. Please contact us to file a lost shipment freight claim with the respective shipper.
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
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.
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.
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 firstname.lastname@example.org. An extra delivery charge may apply.
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.
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.
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.
We do not offer direct exchanges. Orders can be exchanged by returning for a refund and submitting a new order.
7540 McEwen Road Centerville, Ohio 45459