Cancellation & Return Scenarios
| Order Status | Refund / Fee |
|---|---|
| Before Shipment | ✅ Free cancellation. 100% refund. No fees. |
| After Shipment (Before Delivery) | ⚠️ 50% handling fee. Remaining 50% refunded upon return in resellable condition. Outbound freight non-refundable. |
| After Delivery (Good Condition) | ⚠️ 50% restocking fee. 50% refunded after inspection. Customer pays return freight. |
| After Delivery (Damaged / Installed / Not Resellable) | ❌ Manual review required. Not directly rejected. Claims assessed by our team with evidence (photos/records); compensation reviewed case by case. Return freight may apply. Contact us: support@idphvac.com |
Important Notes
- Freight damage: Note on delivery receipt before signing. Report within 48 hours with photos. Handled as carrier claim — above fees do not apply.
- Non-returnable: Custom/made-to-order units, installed equipment, opened refrigerant systems, clearance items.
- Refund processing: 5–10 business days after inspection.
To start a return, email support@idphvac.com with your order number, model/SKU, reason, and photos. Do not ship without an RMA.
Frequently Asked Questions (FAQ)
What does “After Shipment” mean and why is there a 50% fee?
Once the HVAC unit leaves our warehouse (or manufacturer) and is tendered to the freight carrier, outbound shipping and handling costs are incurred. Canceling at this stage requires a 50% handling fee. The remaining 50% is refunded only if the unit is returned in its original, resellable condition.
My unit arrived with damaged packaging. What should I do?
If you see visible damage at delivery, note it on the delivery receipt before signing. For concealed damage, report it within 48 hours with photos (unit, skid, carton, serial label). This is a freight claim, so our standard restocking fees do not apply.
Can I return a unit after it has been installed?
No. Installed, serviced, or placed-in-operation units are non-returnable (100% loss). This also applies to refrigerant-containing equipment that has been opened or pierced. Always test the unit before permanent installation.
How do I get an RMA number?
Email support@idphvac.com with your order number, model/SKU, reason for return, and photos. We will issue an RMA and return instructions. Do not ship without an RMA, as unauthorized returns will be rejected.
When will I receive my refund?
Approved refunds are processed within 5–10 business days after the returned equipment is received and inspected at our facility. Banks/card issuers may take additional time to post the credit.