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.
Important Highlights
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. Although items are shipped using Total Home Supply’s “Simply Free Shipping,” actual shipping/freight costs will be the responsibility of the customer/buyer for authorized returns.
What is eligible for a return?
Any product that is in new and unused condition, with the following exceptions: Parts, tools, cleaning products, mini split air conditioners, 265/277 volt products, 480 volt products, and DIY mini split line sets are not eligible for return. All manuals, parts, and accessories must be included for any return eligible item. Any product that has been installed or attempted to be installed is not eligible for a return.
Products shipped as part of a quote, volume purchase, or at a discounted price do not fall under this return policy and are only eligible for return if authorized by Total Home Supply. These purchases, if return is permitted, may be subject to restocking fees. Please contact us at 877-847-0050 to request a return of such items.
How do I return an item?
Total Home Supply is not responsible for damage or loss during return shipping. Should a return be authorized, the customer is responsible for purchasing the necessary insurance. Should any item be lost in shipping, or be damaged during shipping, the customer will be responsible for the damage and filing of any insurance claims.
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 damage 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. If your item is in new 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. Customer will be responsible for the actual cost of all shipping, even if shipping was paid by Total Home Supply. All refunds will be issued to the original form of payment, reduced by the amount of actual shipping costs. 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 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 loaded on a truck or 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 or loaded onto a truck, the order cannot be cancelled. The order will be subject to the return procedures outlined above. Refused shipments will be subject to a 25% restocking fee in addition to all shipping/freight charges incurred. Cancellations requests can ONLY be accepted by email to: support@totalhomesupply.com
What if my order was a special order?
Special orders cannot be cancelled or returned. Special orders include any product listed on our website as special order, 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.
Product Usage
Total Home Supply is not responsible for confirming whether or not a product is approved for use by your local code. Total Home Supply recommends that you check with your local building department or other local official to confirm the product purchased meets all local, state, and federal code requirements. Total Home Supply disclaims any responsibility for improperly installed parts or items. Customers/buyers are responsible for complying with all local, state, and federal codes/ordinances, and must have any item or part installed by a qualified installer.
