Here at Total Home Supply your satisfaction is our number one priority which is why we offer a flexible return policy. If you are unhappy with your purchase for any reason, simply contact us and we will guide you through the easy return process.
- Only new unused items are eligible for returns
- Items are eligible for return for 20 days after receipt
- An RMA number is required for all returns
- You are responsible for ALL shipping charges, both to and from our warehouses
What is eligible for a return?
Any product that is in new and unused condition, except parts, mini split air conditioners, DIY mini split line sets, and generators. All manuals, parts, and accessories must be included. Any product that has been installed or attempted to be installed is not eligible for a return.
How do I return an item?
Once you verify that your product meets the above requirements, please contact us to obtain a return authorization number. Any return received without a valid RMA number will be refused. All RMA numbers expire 30 days after being issued. You are responsible for all shipping charges associated with your order. Items must be returned using the same, or a similar method as original delivery. Freight delivered items must be returned via a freight carrier, not UPS or FedEx. Any items not returned via original delivery method will be refused. Return shipping method must provide tracking information, insurance, and be securely packaged. Any item returned with damaged to the packaging or item will be refused.
How do I get my refund?
Once we receive your return the item will be inspected. If the item has concealed damage you will be notified so that you can file a claim with the carrier. As long as your item is in new and and unused condition you will receive a refund, minus the original shipping costs. All shipping costs incurred, even those on free shipping items, are not refundable. You always have the option to receive 100% store credit instead of a refund. All refunds will be issued to the original form of payment. Please allow 1-3 business days for inspection of your return and 2-7 additional business days for your refund, depending on your bank.
What if my item was damaged?
Damaged items do not fall under this policy. Please see our Shipping page to learn about how to handle a damaged item.
What if my item doesn't work?
All items we sell are in new and unused condition. Many items are even tested at the factory prior to shipping. If for any reason your item does not work when you receive it, please contact the products manufacturer to inquire about a service call or replacement parts. We are not able to authorize exchanges on defective items. This can only be done by the product manufacturer.
What if I need to cancel my order?
Any order that has not yet been shipped can be cancelled. Please contact us right away about any cancellations as we do our best to ship products out as quickly as possible. Once an item has been shipped, the order cannot be cancelled. The order will be subject to the return procedures outlined above. Refused shipments without prior notification will be subject to a 25% restocking fee. Cancellations requests can ONLY be accepted over the phone.
What if my order was a special order?
Special orders can not be cancelled or returned. Special orders include any product listed on our website with a lead time greater than 2 weeks, any custom items, or any items specified as special order when an order is placed over the phone. Please contact us prior to purchasing a special order item so that we can verify that it is the right item for you.