Refund policy
Return & Refund Policy
Effective for all purchases made through OffGridHVAC.com.
At OffGridHVAC, we want you to feel confident before placing an order. We specialize in complete 115V mini-split systems and compatible installation accessories for cabins, tiny homes, RVs, trailers, workshops, garages, and other smaller spaces.
Please review this policy carefully before purchasing. It explains our rules for cancellations, returns, restocking fees, shipping charges, preorder and backorder items, damaged shipments, warranty claims, refunds, and non-returnable products.
By placing an order through OffGridHVAC.com, you acknowledge and agree to the terms of this policy.
Before You Order
Mini-split systems are large, matched equipment packages that may ship by parcel carrier or freight. Before placing an order, please confirm:
- The system capacity is appropriate for your space.
- Your electrical supply meets the manufacturer’s requirements.
- You have selected the correct voltage and system configuration.
- The indoor and outdoor unit locations are suitable.
- The selected line-set length is appropriate for your installation.
- Your delivery address can receive the shipment.
- You understand whether the product is available, on preorder, or backordered.
If you are unsure about any of these details, please contact us before ordering. We would rather help you choose the correct system beforehand than have you order equipment that does not fit your project.
Returns
We accept returns on eligible products within 15 days of delivery. All returns must be requested and approved by our support team before anything is shipped back.
Products returned without prior authorization, without original packaging, damaged, used, installed, incomplete, altered, or otherwise not in clean and resalable condition may be refused or may receive a reduced refund, up to and including no refund.
Return Eligibility Requirements
To qualify for return consideration:
- The return must be requested by email within 15 days of delivery.
- You must receive written return authorization before shipping the product back.
- Your request must include the order number.
- Clear photos of the product, packaging, shipping labels, model labels, serial numbers, and box contents must be provided before approval.
- The product must be unused and uninstalled.
- The product must be complete and in its original factory packaging.
- All manuals, remotes, hardware, accessories, labels, serial numbers, parts, and packing materials must be included.
- The product and packaging must be clean and suitable for resale as new.
To begin a return request, email contact@offgridhvac.com with your order number and photographs of the product and packaging.
Packaging & Resalable Condition
Returned products must arrive back in substantially the same condition in which they were delivered.
Factory boxes must not be:
- Missing or discarded
- Cut apart or materially altered
- Heavily taped
- Written on
- Water damaged
- Punctured, crushed, or torn
- Used as work surfaces or installation mats
- Otherwise unsuitable for resale or safe shipping
If a product is returned with missing packaging, damaged packaging, missing components, signs of installation, signs of use, improper handling, or any other condition that reduces its value, OffGridHVAC may deduct the loss in value from the refund or deny the refund entirely.
Please do not use the manufacturer’s product box as the only return-shipping container unless the product originally shipped that way. The equipment must be properly protected during return transit.
Damage that occurs during return shipping because of poor packaging, insufficient protection, or improper freight preparation is the customer’s responsibility.
Non-Returnable Items
The following products and purchases are not eligible for return:
- Electronic components
- Control boards
- Pre-charged line sets
- Line-set extensions
- Line-set couplers
- Control or communication wire that has been cut to length
- Heat kits
- Wall brackets and mounting accessories
- Surge protectors and electrical accessories
- Modified, altered, customized, or special-order products
- Installed or attempted-installed products
- Products showing signs of use or installation
- Products without their original factory packaging
- Products missing manuals, remotes, hardware, accessories, labels, serial numbers, or other included parts
- Products returned in damaged or non-resalable condition
- Final-sale products
- Clearance products
- Scratch-and-dent products
- Open-box products
- Products purchased during a promotion expressly marked as final sale
Complete systems ordered with extended line-set configurations may include non-returnable line sets, couplers, and cut-to-length control wire. Those components may be excluded from any approved refund even if the remaining system qualifies for return.
Cancellations, Restocking Fees & Shipping Costs
| Situation | Fee | Details |
|---|---|---|
| Cancellation before shipment | 4% cancellation fee | This fee helps cover payment-processing and administrative costs and is non-negotiable. |
| Cancellation after shipment | Treated as a return | Subject to an 18% restocking fee, return-shipping charges, original shipping charges, and any applicable condition deductions. |
| Approved return | 18% restocking fee plus return shipping | The customer is responsible for return freight. Original shipping charges are non-refundable. |
| Missed delivery or refused shipment | 18% restocking fee plus return shipping | Refused shipments and missed deliveries that are returned to the sender are treated as customer returns. |
| Damaged, incomplete, used, or non-resalable return | Refund reduction or denial | The refund may be reduced by up to 100% based on missing components, product condition, damaged packaging, return-shipping damage, or loss of resale value. |
Original shipping charges are non-refundable. Return shipping is the customer’s responsibility unless OffGridHVAC approves otherwise in writing.
Additional carrier charges, address-correction fees, storage fees, redelivery fees, liftgate charges, residential-delivery fees, or other transportation costs caused by customer actions may also be deducted from the refund.
Fees and refund deductions may be adjusted by management on a case-by-case basis when appropriate.
Preorder & Backorder Products
Products marked Preorder or Backorder are not currently available for immediate shipment.
- Estimated shipping dates or windows are estimates and are not guaranteed.
- Manufacturer, distributor, freight, or supply-chain delays may change expected timing.
- If no estimated date is shown, shipment timing has not yet been confirmed.
- Customers are responsible for reviewing the availability message shown on the product page before ordering.
Cancellation requests for preorder or backorder purchases are subject to the same cancellation rules described above. A 4% cancellation fee applies when an eligible order is cancelled before shipment.
Once a preorder or backorder item has shipped, it is treated as a return and is subject to the applicable restocking fee, shipping costs, and return requirements.
Return Inspection Process
All returned products are inspected after they arrive. Refunds are not issued until the product has been received, opened, inspected, and approved for restocking.
During inspection, we verify:
- The product matches the approved return request.
- The correct model and serial number were returned.
- The product is unused and uninstalled.
- The factory packaging is present and in resalable condition.
- All parts, manuals, remotes, hardware, accessories, labels, and packing materials are included.
- The product was not damaged during return shipping.
- No refrigerant connections, electrical connections, mounting holes, or installation attempts were made.
If the returned product does not meet the approved return requirements, the refund may be reduced or denied.
Damaged Shipments
Please inspect your shipment as soon as it arrives.
If visible damage is present:
- Inspect the shipment before accepting delivery whenever possible.
- If the damage is severe, refuse delivery and contact us immediately.
- If you accept a visibly damaged shipment, write “Package Damaged” or describe the visible damage on the delivery receipt before signing.
- Take clear photographs of the shipment before moving, opening, or discarding any packaging.
- Email sales@offgridhvac.com within 24 hours of delivery.
Please include:
- Your order number
- Photos of the outside packaging
- Photos of the shipping label
- Photos of the damaged product
- Photos of the model and serial-number labels
- A copy or photo of the delivery receipt, when applicable
Keep all packaging, pallets, cartons, straps, labels, and damaged components until the claim has been resolved. Discarding packaging may prevent a successful carrier claim.
Installed products are not eligible for freight-damage claims. Once a product has been installed or installation has been attempted, any product issue must be handled through the applicable manufacturer warranty process.
Defective Products
A product that does not operate correctly is not automatically considered shipping-damaged and does not automatically qualify for return.
Product-performance issues may require troubleshooting, technical diagnosis, installation verification, or a manufacturer warranty claim.
Do not remove or replace equipment, open sealed refrigeration components, alter wiring, or discard parts unless instructed by the manufacturer or an authorized representative.
Promotional, Clearance & Sales Event Purchases
Products purchased during Black Friday, Cyber Monday, seasonal promotions, clearance events, scratch-and-dent sales, open-box sales, closeouts, or other special sales events may be designated as final sale.
Products identified as final sale cannot be returned or exchanged unless required by applicable law.
Refunds
- Refunds are issued only after the returned product has been received and inspected.
- Approved refunds are credited to the original payment method.
- After processing, refunds typically take 3–5 business days to appear, depending on the bank, card issuer, or payment provider.
- Original shipping, return shipping, restocking fees, cancellation fees, carrier fees, and condition deductions are non-refundable.
- Processing times may be longer for freight claims or manufacturer reviews.
Exchanges
We do not offer direct product exchanges. Complete HVAC systems require freight coordination, model verification, and manufacturer inventory management.
If you ordered the wrong eligible product, we can help you request a return and place a separate order for the correct system. The original return remains subject to this policy.
Installed Products & Warranty Claims
Once a system or accessory has been installed or installation has been attempted, it is no longer eligible for return.
Post-installation issues must be handled through the manufacturer’s warranty process when warranty coverage applies.
OffGridHVAC is happy to help point you in the right direction, provide general assistance, and help identify the applicable manuals or warranty process. However, final decisions regarding technical diagnosis, warranty eligibility, replacement authorization, replacement parts, labor coverage, and other warranty benefits are made by the manufacturer.
Manufacturer warranties generally do not cover improper installation, incorrect electrical supply, inadequate system sizing, unauthorized modifications, misuse, shipping damage reported after installation, or failure to follow installation requirements.
Need Help?
Have questions before ordering, need to request a return, or are unsure whether a product qualifies? Please contact us before shipping anything back.
Email: contact@offgridhvac.com
Include your order number whenever possible so we can assist you more quickly.
Policy Updates
OffGridHVAC reserves the right to update this Return & Refund Policy at any time. The version in effect on the date of purchase applies to that order.
OffGridHVAC is operated by The Salty Medic LLC.
