Refunds & Returns – Shipping Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You should also have some form of proof of purchase.

To start a return, you can contact us:   @customersupport@rockruthhvac.shop. Please note that returns will need to be sent to the fulfillment center that was originally delivered so email us for a return label along with the reason for the return. This is also why it’s crucial to inspect your package upon arrival to see if there is anything incorrect or if you notice any visible damage that occurred during transit so we can hold the proper party responsible. You also reserve the right to reject accepting the delivery & you need to mark the paperwork with a valid reason to document proof of damage or otherwise. If refused prior to scheduling delivery with the shipper, it will be sent back to that shipper for a refund. Otherwise, there will be a 20% restocking fee and any other applicable fees, depending on the situation.

If your return is eligible, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return questions at customersupport@rockruthhvac.shop 

Damages and issues 
Please be aware you must inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.
Always best if done upon delivery for seamless & quick resolution. Upon receiving your shipment you must inspect the equipment and note the paperwork while the shipper is still present & it is strongly advised to take pictures if damage is present. 

Exceptions / non-returnable items 
Please get in touch if you have questions or concerns about your specific item & this mainly deals with previously installed equipment as that cannot be accepted. 

Unfortunately, we cannot accept returns on sale items unless damaged or case by case basis. We reserve the right to make these decisions based on the product & sales terms.

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is inspected by a professional & accepted, make a separate purchase for the new item. You always reserve the right to purchase another product before inspection of the return, if the initial purchase was determined for example, to be the wrong size by a licensed professional however, if the inspection reveals the equipment had been installed or tampered with in any way, this would void the exchange/return.

European Union 14-day cooling off period 
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at customersupport@rockruthhvac.shop.

Shipping Policy

Free shipping promotions apply to residential or businesses within the 48 contiguous states with Lift Gate service We process and ship orders Monday through Friday however accept & place orders 24/7. Items ordered on weekends (Saturday or Sunday) start to process fulfillment and shipping as early as the following business day. Some items may be placed on backorder. A few extra days may be required for back-ordered items to ship & other equipment depending on a variety of circumstances our management staff will update and advise you which is rare but can occur. Shipping transit times start once your order leaves our warehouse. We highly recommend not to schedule your installation/replacement until you have received your product as this can avoid any possible additional charges. Since shipping large & heavy equipment, some delays in shipping or the inability to reach your home by the typical freight or ground carrier times with smaller or lightweight items may occur which are unfortunately out of our control.

Equipment Arrival
Shipping transit times are not guaranteed and may vary depending on your delivery address & Lift Gate service which is recommended & included on all our orders that contain large items

Once your order arrives, make sure to inspect each and every item on the pallet. Count the number of items (boxes) on the shipment. Make sure that your count matches the count printed on the delivery receipt before signing for your delivery.

Missing items or incorrect items that were noted on the delivery receipt, must be reported within 24 hours of receiving your order by contacting our customer service department @ CustomerSupport@RockRuthHVAC.Shop or Sales@WholesaleHVACDirect.com.  We reserve the right to reject any claim for missing items if not reported within the twenty-four period.

After taking count of the pieces on your shipment, remove wrapping or boxes and inspect each item of equipment thoroughly in front of the driver. Do not sign the delivery receipt until you have thoroughly inspected each item. Check all of the equipment to make sure it is not dented or heavily scratched. Make sure to mark the delivery receipt as clear, short, wrap broken, or damaged after inspecting your shipment thoroughly. (Whichever is applicable.)

Making Notes on the Delivery Receipt
If the number of items noted on the delivery receipt matches what you have received and none of the items have been damaged. Accept your delivery, and sign and Mark the Receipt Clear.

Please note: The consignee (the customer) is responsible to check and assure that the products being received are clear of damages and/or shortages.

If the items or boxes on the shipment do not match the number listed on the delivery receipt. Mark the Receipt Short (a packing slip will be attached to the freight shipment for your reference) Make sure to note on the delivery receipt which items are missing. We will work with the carrier to track the missing items, please allow up to 7 business days for the freight carrier to locate your items. Please allow the appropriate time for the Freight Carrier to locate the missing items notated short on the delivery receipt. If the freight carrier is not able to locate the missing items, we will ship those items via standard ground shipping to you at no charge if the receipt was noted short and the items that are missing are noted on the delivery receipt.

If the shrink wrap is torn or has been replaced during transit; Mark the Receipt Wrap Broken.

How do I handle a Damaged Shipment?

If you order arrives with damage, you must call or email us within 3 business days so we may assist you with a replacement order. If you are present at the time of delivery, please accept the items, but note the damage on the delivery receipt and contact us immediately.

How do I handle a return shipment?

You may return your unopened order within 30 days for a refund, minus shipping costs and a 20% restocking fee. Customers will be responsible for return shipping costs. Please keep your original box for shipping.
Restocking fees – There will be a 20% restocking fee and any other applicable fees, depending on the situation. Here are the reasons why you’ll see a restocking fee:
1. The item was returned after being accepted and is damaged or in unsellable condition

• Item is not in new/sellable condition
• Opened/Damaged
• Installed
• Missing parts

2. An item is returned after 30 days from the date it was ordered.