Return & Refund Policy

The following is the return and refund policy (“Return Policy”) for all items purchased by the customer (also referred to herein as “you” or “your”) via HomeHeatCentral (also referred to herein as “we,” “us,” or “our”). Unless otherwise agreed to in writing by an authorized representative of HomeHeatCentral, this Return Policy may not be modified.

Returns

Returns must be initiated within thirty (30) days of delivery. We cannot accept returns requested after this period.

To qualify for a return, all product(s):

Must be unused and uninstalled.
Must be returned in their original packaging and pallet (if applicable).
Must include all original materials, manuals, and accessories.

We may require photos to verify condition and packaging before approving a return. If no photos are submitted, or if submitted photos do not clearly show the item(s) and packaging condition, the return may be denied.

Customers are responsible for the cost of return shipping unless otherwise stated or in cases of verified product damage.

Return shipping costs are waived only in cases of verified shipping damage or manufacturer defect.

Restocking Fees

All returns, including orders that are cancelled or refused after shipment, will incur a restocking fee as outlined below. If incorrect shipping details are provided, leading to delivery failure, the shipment will be returned to the warehouse and a restocking fee will apply. These fees and any applicable return shipping costs will be deducted from your total refund.

Restocking fees are determined by brand as follows:

MRCOOL: 35% Restocking Fee + Return Shipping Fee
Infratech: 25% Restocking Fee + Return Shipping Fee
Bromic: 25% Restocking Fee + Return Shipping Fee

Restocking fees and return shipping costs are waived only in cases of verified manufacturer defects or shipping damage reported within the required 24-hour timeframe. Refusing delivery for reasons other than verified shipping damage will be treated as a return and remains subject to all applicable restocking and shipping fees.

Cancellations of Shipped Orders

Once an order has shipped, it cannot be canceled without incurring return and restocking fees. Any shipped order that is canceled, refused upon delivery, or returned to the warehouse due to customer omission (for example, missing a delivery appointment) will be treated as a return under this policy.

Refused deliveries for reasons other than verified shipping damage are treated as returns and subject to all applicable restocking and shipping fees.

Refusing delivery due to visible damage is not considered a return. Please refer to our Shipping Policy for instructions on reporting shipping damage.

Products Not Eligible for Return

The following products are not eligible for return under any circumstances:

Any item that has been used, installed, or modified.
Any product not in resalable condition or missing its original packaging, pallet, or materials.
Special-order, made-to-order, and custom-finish items are non-returnable and non-refundable under any circumstances, except in cases of verified shipping damage or manufacturer defect reported in accordance with our Shipping Policy.
Any product not accompanied by a valid order number.
Accessories and small components, including but not limited to: line sets, wall brackets, couplers, thermostats, remotes, wiring kits, trim kits, filters, or any similar accessory.

Due to compatibility, hygiene, and manufacturer restrictions, accessories and small components are final sale.

Products that arrive in non-original packaging or without proper protective materials will be rejected and no refund will be issued.

Exchanges

HomeHeatCentral does not process direct exchanges. If you wish to replace a product, you may request a return (if eligible) under this policy and place a new order for the desired item.

Refund Processing

Refunds are issued only after the returned product has been received, inspected, and restocked by our warehouse team. Refunds will be credited to the original payment method used for purchase.

Refund processing timelines may be affected by carrier transit times and warehouse inspection schedules.

Processing timelines:

Standard refunds: 3–5 business days after inspection and approval.

Once a refund is processed, it may take your bank or credit card provider additional time to post the funds to your account.

Restocking fees and shipping costs are non-refundable.

Damaged Products

If your item arrives damaged, follow the steps in our Shipping Policy to report the issue within 24 hours of delivery. Damages must be reported within 24 hours of delivery, to qualify for replacement or reimbursement.

Warranty

All products are covered by their respective manufacturer’s warranty, which begins on the date of delivery. Warranty service and terms vary by brand.

Please note that manufacturer warranties are valid only within the United States. Shipping or transporting products outside the U.S. after delivery may void warranty coverage.

To preserve warranty eligibility, HomeHeatCentral strongly recommends keeping all products within the United States.

Price Adjustments

We do not offer price adjustments or refunds for price differences caused by future promotions, discounts, or competitor pricing. Eligible returns are processed in accordance with this Return Policy.

How to Start a Return

To initiate a return request, please contact our customer support team:

Phone Number: (855) 307-3800
Email: support@homeheatcentral.com
Business Hours: Monday – Friday, 10:00 AM to 6:00 PM CST

Please include your order number, delivery date, and reason for return. Our team will review your request and provide detailed instructions for next steps.

For information on shipping timelines, delivery methods, or damage reporting, please review our Shipping Policy.

This Return & Refund Policy works in conjunction with our Shipping Policy and manufacturer warranties. By placing an order with HomeHeatCentral, you agree to the terms and conditions stated above.