Last updated: June 1, 2026
HVAC Commercial LLC operates as a commercial equipment retailer serving contractors, facilities managers, and business buyers across the United States. Because we sell large, freight-shipped commercial HVAC equipment, our return and refund policy reflects the real costs and logistical requirements of this product category. Please read this policy carefully before placing your order.
For questions, contact us at sales@hvaccommercial.com or (888) 897-6153, Monday–Friday, 9:00 AM–5:00 PM CDT.
1. Return Window
Return requests must be initiated within 14 days of the delivery date. Requests submitted after 14 days will not be accepted. To initiate a return, contact us at sales@hvaccommercial.com before shipping anything back. Items returned without prior authorization will be refused and returned to sender at the customer’s expense.
2. Return Eligibility
To be eligible for a return, the following conditions must be met:
- The item must be in its original, uninstalled condition.
- All original packaging, components, documentation, and accessories must be included.
- The item must not have been connected to power, refrigerant lines, ductwork, or any building system.
- The item must not show signs of installation, field modification, or use.
- A valid order number or proof of purchase must be provided.
Items that do not meet these conditions will not be accepted for return and will be returned to the customer at their expense.
3. Restocking Fee
All approved outright returns are subject to a 25% restocking fee calculated on the original purchase price of the item(s) returned. This fee covers the cost of inspection, re-packaging, re-labeling, freight coordination, and return-to-stock processing for commercial equipment.
The restocking fee will be deducted from your refund automatically upon return approval. The restocking fee does not apply to returns resulting from our error (wrong item shipped) or items confirmed as defective upon arrival.
4. Return Shipping
The customer is responsible for all return shipping and freight costs unless the return is the result of our error or a confirmed defective item. Commercial HVAC equipment is typically returned via LTL freight. We recommend using a trackable, insured freight carrier. HVAC Commercial is not responsible for items lost or damaged in return transit.
If you would like assistance arranging a return freight pickup, contact us and we will provide carrier options. Any freight costs we arrange on your behalf will be deducted from your refund.
5. Cancellations
Before shipment: Orders cancelled before the item has shipped will receive a full refund with no fees. Contact us immediately at (888) 897-6153 or sales@hvaccommercial.com to cancel. We begin processing orders quickly, so prompt contact is essential.
After shipment: If the order has already shipped and you wish to cancel, it will be treated as a return once delivered. The 14-day return window, 25% restocking fee, and return shipping terms will apply.
6. Custom, Made-to-Order, and Special-Order Products
Custom-configured, made-to-order, and special-order products are non-cancellable and non-returnable once production has commenced or the order has been placed with the manufacturer. These products are built or sourced specifically for your order. All sales on custom and special-order items are final.
If it is unclear whether your item qualifies as custom or special-order, contact us before purchasing. We will confirm the return eligibility of any specific product upon request.
7. Damaged or Defective Items
All freight shipments must be inspected at the time of delivery before signing the carrier’s delivery receipt. If you observe any damage, shortage, or discrepancy:
- Note the damage clearly and specifically on the carrier’s delivery receipt before signing.
- Take dated photographs of the packaging and the damage before moving the item.
- Contact us within 48 hours of delivery at sales@hvaccommercial.com with photos and your order number.
Failure to note damage on the delivery receipt at the time of delivery may void your ability to file a freight claim and may affect your eligibility for a replacement or refund. Do not refuse delivery unless the item is catastrophically damaged — refusal without authorization may result in additional freight fees charged to the customer.
For items confirmed as defective upon arrival (not due to freight damage), contact us within 14 days of delivery. We will coordinate a resolution, which may include replacement, repair facilitation, or a full refund at our discretion, with no restocking fee applied.
8. Manufacturer Warranty Claims
Most commercial HVAC equipment carries a manufacturer warranty. Warranty terms, coverage periods, and claim procedures vary by brand and product. Warranty claims for post-installation failures should be directed to the manufacturer. HVAC Commercial does not process warranty claims on behalf of manufacturers but will provide documentation and support where possible to assist with your claim.
9. Refund Processing
Once your returned item is received and inspected, we will notify you by email of the approval or rejection of your refund. If approved, your refund (less the 25% restocking fee and any applicable return freight costs) will be issued to your original payment method within 5–10 business days. Processing times may vary depending on your payment provider.
If 15 business days have passed since your return was approved and you have not received your refund, contact us at sales@hvaccommercial.com.
10. Non-Returnable Items
The following items are not eligible for return under any circumstances:
- Custom, made-to-order, or special-order products
- Items that have been installed, connected, or used in any way
- Items missing original packaging, components, or documentation
- Items returned outside the 14-day return window
- Items returned without prior written authorization from HVAC Commercial
- Refrigerants, consumables, and opened chemical products
- Clearance, liquidation, or final-sale items (marked at time of purchase)
11. Exchanges
We do not process direct exchanges. If you need a different product, initiate a return for the original item (subject to the terms above) and place a new order for the correct item. This ensures the fastest processing time and accurate inventory allocation.
12. Contact Us
To initiate a return, report a damaged shipment, or ask any questions about this policy, please contact us:
HVAC Commercial LLC
2501 Chatham Road, Suite 8240
Springfield, IL 62704
United States
Phone: (888) 897-6153
Email: sales@hvaccommercial.com
Hours: Monday–Friday, 9:00 AM–5:00 PM CDT