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
- Condition: Only new, unused, and uninstalled items are eligible for returns.
- Timeframe: Return requests must be made within 20 days of delivery.
- Authorization: A Return Merchandise Authorization (RMA) number is required for all returns. RMAs expire 30 days after issuance.
- Shipping Costs: You are responsible for ALL actual shipping charges (both outbound and return freight), even if your order originally qualified for "Simply Free Shipping."
What is eligible for a return?
Any product that is in new, unused, and uninstalled condition is eligible for a return, with the exception of the following final-sale items:
- Parts
- Filters
- Remotes
- Tools
- Cleaning products
- Mini split air conditioners
- Central air conditioner condensers
- 265/277 volt products
- 460/480 volt products
- DIY mini split line sets
- Any item purchased for resale
All manuals, parts, and accessories must be included. All items must be returned in their original, undamaged manufacturer's packaging. Do not use the manufacturer’s product box as the shipping container. The item must be packed inside a separate shipping box or securely palletized for freight. Any product that has been installed, or where an installation attempt was made, is strictly ineligible for 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?
- Request an RMA: Once you verify your product meets the requirements above, contact us by email for an authorization number. You may be required to provide photos of the item and its packaging to confirm its condition.
- Match the Shipping Method: Items must be returned using the same or similar method as original delivery. Freight-delivered items must be returned via a freight carrier (not UPS or FedEx parcel). Items sent via an incorrect method will be refused.
- Secure and Insure: Return shipping must provide tracking and full insurance. Total Home Supply is not responsible for damage or loss during return shipping. If an item is damaged or lost in transit, the customer is responsible for filing the insurance claim with their carrier. Any return that arrives with damage to the product or the manufacturer's packaging will be refused. We reserve the right to notify you of damage to a returned item for up to 7 days after arrival.
- Labeling: Total Home Supply does not provide return shipping labels. The RMA number must be clearly visible on the outer shipping label. Do not write directly on the product packaging. If the RMA number is missing from the outer shipping label, a $25 manual processing fee will be deducted from your refund.
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.
