Return & Refund Policy

Before You Purchase – Please Do Your Research

All equipment is purchased directly from OEMs or authorized distributors. Products are shipped in original manufacturer packaging, unless labeled as clearance, discounted, or open-box.

We strongly encourage all customers to:

• Double-check sizing, voltage, and system compatibility before placing an order.
• Consult your installer or HVAC technician to confirm equipment compatibility.
• Carefully read product descriptions and supporting documentation on our website.
• Contact support with pre-purchase questions: contact@theacfactory.com

Returns

• Request returns within 48 hours of receiving your order.
• Items must be unused, uninstalled, in original condition, and in original packaging with all accessories and manuals.
• A receipt or proof of purchase is required.
• Returns may be subject to a restocking fee up to 35%, depending on item condition and reason.
• Installed or used items are not eligible for return.

How to Start a Return

Contact contact@theacfactory.com with your order number, product details, and photos within 48 hours of delivery.

Items sent back without prior written approval will not be accepted.

Return Shipping Costs

Customers are responsible for return shipping fees unless the return results from our error or functional damage. Shipping costs are non-refundable.

For freight deliveries, arrange return shipping using a licensed freight carrier.

Damages and Issues

Inspect your order before signing for delivery and before moving or installing.

• Note visible damage with the delivery driver and refuse shipment.
• Report all damage within 24 hours of delivery.
• Include clear photos showing the delivered item, shipping box/crate condition, and specific damage areas.

Claims reported after the item has been moved may not be eligible.

Types of Damage

Functional Damage – Affects performance. We will repair, replace, or refund.

Cosmetic Damage – Minor scratches or dents that do not affect performance are not eligible for return or replacement.

At our sole discretion, we may offer store credit or a partial refund for cosmetic issues.

Shipping Protection Option

Optional shipping protection is available at checkout through a third-party provider, covering damage during transit.

If accepted, file claims directly with the provider.

If declined, The AC Factory is not responsible for shipping damage.

Exceptions / Non-Returnable Items

• Custom or special-order items
• Installed or used products
• Final Sale items (open-box, clearance, marked-down inventory) are not returnable and will be clearly labeled at checkout.

Exchanges

Return the current item (if eligible) and place a new order for the quickest replacement.

Refunds

Credit card fees will be deducted from refunds if your order is canceled after payment processing.

• Once we receive and inspect your return, we’ll notify you of approval or rejection.
• If approved, a refund will be processed within 10 business days to your original payment method.
• Banks and credit card companies may take additional time to post the refund.

If more than 15 business days have passed since approval without receiving your refund, contact us.

Contact Us

For questions about returns, refunds, or exchanges: contact@theacfactory.com