Returns & Refunds

Wrong part? Changed plans? No problem. Most returns take about two minutes to start, and a real person on our parts team handles every one. Here's exactly how it works and what to expect.

✓ 30-day return window ✓ Reviewed within 1 business day ✓ Our mistake = free return, no fees ✓ Refunds to your original payment
Start here

Start your return online in about two minutes.

Sign in with the email you used at checkout — we'll send a one-time code, no password to remember. Pick the item, tell us why, and you're done. We take it from there.

Start a return → Prefer a human? Message the parts help desk or call 302-219-4994

Good to have handy

  • Your order number — it's in your confirmation email and starts with #
  • The part, uninstalled, in its original box with everything that came in it
  • A quick photo if anything arrived damaged, defective, or different from what you ordered

How to return an item

Six steps. The first three are on you, the rest are on us.

STEP 1 Sign in to your account

Go to your account and enter the email address you used at checkout. We'll email you a one-time code. Checked out as a guest? Same thing — the same email works.

STEP 2 Open the order and click "Request return"

Choose the item(s) and quantity, select a reason, and add a short note. If something's wrong with the part, tell us what — it helps us fix it faster.

STEP 3 Wait for the green light

We review every request, usually within one business day. You'll get an email with your return authorization, the return address, and any restocking fee — before you ship.

Please don't ship anything until you get the approval email.
STEP 4 Pack it and ship it

Original packaging, all parts and paperwork, order number written on the box or a copy of your confirmation inside. Use a tracked service so you can follow it back to us.

STEP 5 We receive and inspect it

We'll email you the moment it arrives. Inspection usually takes 1–2 business days — we're just confirming it's new, uninstalled, and complete.

STEP 6 Your refund goes out

We refund your original payment method and email you the confirmation. Your bank or card issuer may take a few extra days to post it.

What happens after you click "Request return"

You'll hear from us at every step — no chasing, no guessing.

  1. 1Request receivedInstant confirmation email
  2. 2ReviewedWithin 1 business day
  3. 3ApprovedEmail with address & any fees
  4. 4On its way backYou ship, tracked
  5. 5Received & inspected1–2 business days
  6. ✓RefundedConfirmation email sent
✉ Five emails, start to finish. Request received, approved (or a note if we need more info), item received, refund issued — plus your return instructions. If you ever want a status update in between, just reply to any of them.

Some situations get special handling

If one of these is you, here's the fast path.

No restocking fee · We pay return shipping

Wrong item, wrong quantity, or damaged in the box

If we or a fulfillment partner got it wrong, that's on us. Start the return as normal and describe the issue — we'll send return shipping instructions and correct the order.

Time-sensitive · Report within 3 days

Freight (LTL) deliveries

Inspect before you sign. Note any damage on the delivery receipt or refuse the delivery. Concealed damage needs to be reported within 3 calendar days — keep all packaging.

Report freight damage →
Handled through the manufacturer

Installed parts & warranty claims

Once a part has been installed it can't come back as a standard return, but it may be covered by the manufacturer's warranty. We'll help you through their process.

Start a warranty claim →

The full return & refund policy

Plain language, no surprises. This is the same policy linked at checkout.

30-Day Return Window New · uninstalled · original box

Return requests must be submitted within 30 calendar days after delivery. To qualify for a return, an item must be new, unused, uninstalled, and in its original packaging with all included parts and documentation.

HVAC parts should be selected and installed by a qualified HVAC professional. A part is considered used once installation has been attempted. Used or installed items are not eligible for a standard return and may be handled only through an applicable manufacturer warranty or verified defect process.

Requesting a Return Get approval before shipping

Submit a return request from your account using the steps above, or through the Contact page, before sending any item back. Include your order number, part number, reason for return, and photographs when the item is damaged, defective, or different from what was ordered. We will provide return authorization and the correct return address. Unauthorized returns may be refused.

Our Error or Shipping Error No fee · we cover shipping

If TotalHVACParts.com or a fulfillment partner shipped the wrong item, quantity, or a materially damaged item, we will work with you to correct the order. Approved returns caused by our error will not be charged a restocking fee, and we will provide return-shipping instructions.

Customer-Requested Returns You cover return shipping

If the correct item was shipped but is no longer needed, was ordered incorrectly, or is incompatible with the equipment, the customer is responsible for return shipping. Original outbound shipping charges and expedited shipping charges are not refundable.

A manufacturer or warehouse restocking fee may apply to customer-requested returns. The amount depends on the product, manufacturer, condition, special-order status, and original freight cost. Any known fee will be disclosed during the return-authorization process before the item is sent back.

Non-Returnable Items Ask before you order

Special-order, made-to-order, configured, clearance, final-sale, and manufacturer-designated non-returnable items cannot be returned unless they are defective or we shipped the wrong item. Contact us before ordering if return eligibility is important.

Damaged, Defective, or Warranty Items 7 days parcel · 3 days freight

Inspect parcel shipments promptly and notify us of visible damage, shortages, or suspected defects within 7 calendar days after delivery. Keep all packaging and do not install a visibly damaged item.

For LTL freight deliveries, inspect the shipment before signing. Note damage on the delivery receipt or refuse delivery when appropriate. Concealed freight damage must be reported within 3 calendar days after delivery.

Manufacturer warranty requirements vary. Some manufacturers require troubleshooting, a case number, professional diagnosis, purchase of a replacement pending inspection, or return of the original item. TotalHVACParts.com will assist with an applicable manufacturer warranty but cannot change the manufacturer's warranty terms.

Cancellations Call fast — we ship same day

Orders may enter fulfillment shortly after they are placed. Contact us immediately if you need to cancel, but cancellation is not guaranteed until you receive written confirmation. Orders that have already shipped must follow the return process above.

Refunds Original payment method

Approved refunds are issued to the original payment method after the returned item is received and inspected. Processing time after issuance depends on the payment provider. We may deduct disclosed restocking fees, return-shipping charges, non-refundable outbound shipping, or loss in value caused by missing packaging, components, or damage.

Quick answers

I checked out as a guest. Can I still return online?
Yes. Go to the account page and enter the same email address you used on the order. We'll send a one-time code — no account setup, no password.
How long until I get my money back?
We issue the refund within 1–2 business days of receiving and inspecting the part, and email you when it's done. From there your bank or card issuer typically takes 3–10 business days to post it.
Will there be a restocking fee?
Never if the mistake was ours. For change-of-mind or wrong-fit returns, a manufacturer or warehouse restocking fee may apply depending on the part. You'll see the exact amount in your approval email before you ship, so there are no surprises.
I already installed the part and it doesn't work.
Installed parts can't come back as a standard return, but most are covered by a manufacturer warranty. Contact us with your order number, the symptoms, and a photo of the part's data tag and we'll walk you through the manufacturer's process.
Can I exchange for a different part instead?
Absolutely. Because we ship same day, the fastest route is to place a new order for the correct part now and return the original — you're not waiting on the return to get your system running. Mention the new order number in your return note and we'll link them up.
Can I cancel an order instead of returning it?
Call us at 302-219-4994 right away. In-stock orders placed before 1pm ET ship the same day, so the window is short — but if it hasn't left the building, we'll stop it.

Not sure if your part qualifies? Just ask.

A real person answers Monday–Friday, 8am–6pm ET. help@totalhvacparts.com · 302-219-4994

Start a return Contact the help desk