Refund policy

Return & Refund Policy

Last updated: August 2026. This policy applies to purchases from Furnace Direct ("we," "us," "our") and works together with our Shipping Policy and Terms of Service. Because we sell factory-direct HVAC equipment fulfilled from a nationwide distribution network, some items have specific return conditions described below.

Return window

Equipment is final sale. Furnaces, condensers, air handlers, coils, and complete systems are special order and are not eligible for return or exchange. The only exception is equipment that arrives damaged or defective — see that section below.

Parts and accessories may be returned within 7 days of delivery. To be eligible, an item must be unused, uninstalled, and in its original, undamaged manufacturer packaging with all components, manuals, and accessories included.

You must request an RMA first

All returns require a Return Merchandise Authorization (RMA). Contact us at support@furnace.direct or (888) 762-1334 to start a return. Please include your order number and the reason for the return. Returns shipped without an RMA may be refused and no refund issued.

Restocking fee & return shipping

Approved returns of non-defective items are subject to a restocking fee of 25% of the item price. Original and return shipping costs are the customer’s responsibility and are non-refundable, except where the return is the result of our error or a defective/damaged item. We recommend returning freight items on a pallet with insurance; the customer is responsible for return items until they are received and inspected.

In the rare case we authorize an equipment return in writing before the order ships, the same 25% restocking fee applies to the unit price and the customer is responsible for all return freight.

Non-returnable items

The following are final sale and cannot be returned:

All HVAC equipment — special-order, custom-configured, and made-to-order. A special order is any item we do not hold in our own inventory and order from a manufacturer or distributor specifically to fill your order. Nearly all HVAC equipment we sell — furnaces, condensers, air handlers, coils, and complete systems — is special order and is released to the supplier shortly after purchase.
Items that have been installed, used, modified, wired, or powered on, or that have been connected to a gas line or whose refrigerant circuit has been opened or charged.
Opened electrical parts and components, and any item marked clearance or final sale.
Products returned without original packaging or in damaged/incomplete condition.

Damaged or defective on arrival

Do not install a unit you believe is damaged or defective. Note any visible damage on the delivery receipt at the time of delivery (see our Shipping Policy) and report damage or shortages to us within 48 hours of delivery with photos of the item and packaging. For verified shipping damage or a dead-on-arrival defect, we will arrange a replacement, repair, or refund at no restocking cost to you and coordinate any freight claim.

Manufacturer warranty

New equipment carries the manufacturer’s warranty. Warranty coverage for issues that arise after installation is handled through the manufacturer (we will help you facilitate the claim) and generally requires proof of purchase and the model and serial numbers. Important: many manufacturers require professional installation by a licensed HVAC contractor and/or product registration to keep the full warranty in force. Ensuring the equipment is correctly sized and installed to code, and registering the warranty where required, is the customer’s responsibility. Warranty terms are set by the manufacturer, not by Furnace Direct.

Refunds

Once your return is received and inspected, we will notify you of approval. Approved refunds are issued to the original payment method, less any applicable restocking fee and non-refundable shipping, typically within 5–10 business days after inspection. Depending on your bank or card issuer, it may take additional time for the credit to post.

Cancellations

You may request to cancel an order any time before it ships by contacting us at support@furnace.direct or (888) 762-1334 with your order number.

Customer-requested cancellations are refunded less the payment processing fee charged on your order. That fee is set by the payment method you chose at checkout and is not returned to us when we issue a refund, so we are unable to include it. We pass through only what we were actually charged — we do not add anything to it.

As a guide, that fee is currently about 3% for credit and debit card payments and can be as high as 10% for Shop Pay Installments, Affirm, and other pay-over-time financing. We will tell you the exact dollar amount for your order before the refund is processed.

If your order has already been placed with the manufacturer or distributor, any cancellation or restocking charge they assess is also passed through to you. Special-order items may not be cancellable at all once released to the supplier.

We waive the processing fee whenever the cancellation is on us — if we cancel your order, cannot fulfill it, the item turns out to be unavailable, or we made an error.

Once an order has shipped it can no longer be cancelled, and our return terms apply, including the restocking fee and return shipping.

Before you dispute a charge

If there is a problem with your order, please contact us first — we will make it right within the terms of this policy. Filing a chargeback without contacting us can delay resolution.

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