HVAC Hive Return & Cancellation Policy
Welcome to HVAC Hive, where your satisfaction is our top priority.
While most of our colony members enjoy premium HVAC products with high satisfaction, we understand that sometimes a product might not perfectly fit your unique needs. That’s why we offer an industry-leading 2-year return policy that reflects our confidence in our products and provides you with unparalleled peace of mind. Please review the details of our return process below:
Shipping Buzz
We ship your gear out from our hive within 1-2 business days. Once airborne, your order typically lands at your doorstep within 3-14 business days, depending on your location and delivery method. Our worker bees work hard to keep your projects buzzing smoothly and on time!
Cancellation Policy
We know circumstances can change, and you may need to cancel an order. Here’s what you need to know:
Cancellation of Orders:
- You may cancel your order anytime before it has been processed for shipment.
- Once processed for shipment, cancellations are not possible; our standard return policy will apply.
Cancellation Fees:
- Held Orders: Cancelling a held order (with backordered items) before restocking and shipment will incur a 5% cancellation fee to cover administrative costs.
- Shipped Orders: Cancelling after shipment will result in a 30% restocking fee to cover restocking and administrative costs.
Payment Refunds:
Refunds for canceled orders will be issued to the original payment method. Please allow 7-10 business days for the refund to reflect, depending on your financial institution.
How to Cancel an Order:
To cancel, please contact our Customer Experience team promptly at Support@hvachive.com. Include your order number and reason for cancellation to speed up the process.
Return Policy General Rules
- Extended Return Period: We offer a 2-year return window for products maintained in good condition, reflecting our commitment to your satisfaction.
- Product Condition: Products must be uninstalled, unused, and in resalable condition to qualify.
- Restocking Fee: A minimum 30% restocking fee applies to all returns, including cancellations or refusals after shipment.
- Eligibility: Only products in original packaging (box, pallet, etc.) are eligible. Returns without original packaging will not be accepted.
- Non-Eligible Products: Modified items, damaged products, or those without an order number or original packaging are not eligible.
- Damaged Products on Arrival: Report damages within 24 hours of delivery with clear photos of the damaged packaging for quick resolution.
Exchange Policy
- Exchanges accepted within the 2-year policy timeframe for uninstalled, resalable products.
- A 30% restocking fee applies.
- Exchange process requires return and inspection of the original product, refund processing, and placing a new order.
Refund Processing
Refunds are issued after our warehouse receives and inspects your return or exchange. Refunds will be credited to the original payment method and may take up to 72 hours to reflect.
Starting a Return
- Contact Us: Email Support@hvachive.com with your order number and reason for return. We respond within 1-2 hours during business hours (Mon-Fri, 9AM-6PM EST).
- Review: Our Customer Experience team will review your request for eligibility.
- Return Authorization: If approved, you will receive a Return Authorization (RA) number.
- Package: Securely package your item(s) to avoid damage.
- Ship: Send the return to our warehouse for inspection.
Exceptions to Policy
Special products or promotions may have unique return or cancellation terms clearly noted on their product page or promotional offer.
Contact Our Hive
Buzz by anytime 9AM-9PM, 7 days a week!
Hive Headquarters: 148 Victoria Blvd, Tonawanda, NY 14217, USA
Call the swarm: 888-712-2465
Send a honey message: Support@hvachive.com
Whether you need equipment tips, warranty info, or project advice, our worker bees are here to help you build success, one cell at a time!
Thank you for choosing HVAC Hive — where professionals swarm for success.