Return and Exchange Policy

Once your order is placed, any cancellations are subject to a minimum 25% handling, processing, palletizing, and restocking fee (on unopened items) using the same method under which payment was made initially. The shipping costs are always non-refundable. Important: All returns are carefully inspected upon receipt. Returns must be made within ten days of purchase. Refunds are administered based on the conditions stated above. All Products must be in the original packaging and have not been used, modified, or installed.

Please note that refunds are made as follows: If the customer cancels the order and the product has left our warehouse, the customer is responsible for the shipping charges for all items to and from ductlessmart.ca, in addition to the above-stated restocking fee.

If the product is being returned after the customer has received it, and the product is returned with opened boxes or shows signs of wear, Ductlessmart.ca has the sole discretion in determining any refund amount (if any). This includes scratches or marks on the product (screws or screw hole areas), wires bent or cut, etc. Under these circumstances, if the refund amount is not acceptable to the purchaser, the purchaser has the option to pay a shipping charge and have the item sent back to him/her/it.

We do not recommend sending used or damaged items back to us as usually a refund will be refused. Ductlessmart.ca may, at its discretion, refuses to accept the return.

If the product is returned with missing, damaged, dirty, bent, non-working parts or the item appears to have been installed, no refund will be honoured. There is no return on special order items. Any return on special order items will be at the sole discretion of ductlessmart.ca, as these items cannot be returned to the supplier. After an order is placed, the purchaser may request to receive an e-mail providing the tracking number. All items are shipped Free on Board (FOB) at our warehouse, freight prepaid. The customer takes title to the goods at the time of shipment.

As such, it is the customer’s responsibility to inspect the equipment personally upon receipt. We recommend you open all boxes on arrival to check for shipping damage. If there is shipping damage to the equipment, please follow these guidelines:

1. For minor cosmetic damage, note the damage on the shipping invoice/waybill and ask for a damage claim form from the shipping carrier. However, minor flaws and cosmetic damage that do not affect the operation of the system or the warranty are expressly excluded under any return or shipping insurance policy.
2. In the rare instance of significant damage, please e-mail support@ductlessmart.ca and contact us immediately at 1-800-255-7145. You are not obligated to sign for any damaged freight from the shipper; however, any equipment you sign for does become your property. If the customer refuses to sign for the equipment due to damage, ductlessmart.ca will return the shipment and exchange it for new equipment upon equipment return. Signing for the shipment states that you receive the equipment in good order and without any damage.

Don’t hesitate to contact customer service by telephone at 1-800-255-7145 or at support@ductlessmart.ca for more information on returning or exchanging an item.

Our customer support team will be happy to assist you and will provide you with a Return Merchandise Authorization # (RMA)