We have 30 days return policy.
Items must be in its original condition. New, Un-Used, Un-Opened and/or Seal.
Return Shipping
If you have ordered the wrong product or no longer want the product you ordered, you will be responsible for the return shipping cost. Returns created because we mistakenly shipped you the wrong item or because the item is damaged or defective qualify for free return shipping up to 30 days after you receive the item. Please see our freight shipping policy for information about sending and receiving returns via freight.
Our Return Policies
Non-Returnable Items
We sell a small number of items that are labeled “Non-Returnable”. These special-order items are not eligible for our standard return process, neither electrical parts. We do not accept returns or cancellations on these items once the order is placed; however, the manufacturer’s warranty still applies to these items. If you need help with a non-returnable Item, please contact our customer service team.
Ordered the Wrong Products
If you ordered the wrong product or no longer want the product you ordered, you can start the return process by creating and printing a Return Form or by contacting our customer service team. All items must be returned new, unused, unopened and in their original conditions and packaging with the return form included in the box. The customer is responsible for all shipping charges associated with the return or exchange. There is no restocking fee for items returned within 30 days of receipt. After 30 days, a 15% restocking fee will be applied. We don’t offer exchanges, but if you made an incorrect purchase, we’d be happy to help you find the right item. If you’d like help, please contact our customer service team.
Received Defective Products
acpartsstores.com must be notified of defective products within 30 days of receipt. You can email our Customer Service Team to set up the return for you. Be sure to include all pages of the Return Form. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original item(s) ordered when we receive your return). If you do not place a new order, we will ship your new items after we receive your return. acpartsstores.com will pay the shipping cost associated with the replacement.
Replacing Items Under Manufacturer Warranty
We honor all manufacturer warranties for our products. If the manufacturer doesn’t offer a warranty on a given product, we offer a 1-year warranty as long as the item is non-disposable. Disposable items include but are not limited to materials designed to be replaced, such as media air filters and water system replacement cartridges. If you experience an issue with a product purchased through SupplyHouse.com that is still covered by a valid manufacturer’s warranty, please contact a customer service representative and we’ll help you get a replacement as quickly as possible.
In some cases, a warranty will require you to troubleshoot the issue directly with the manufacturer before you can obtain a case or claim number. If your manufacturer requires troubleshooting an item, make sure to have your technician contact us directly. This process may take several business days, but we’ll do everything we can to minimize the wait time and resolve the problem. We apologize for any inconvenience you encounter during the warranty process. When a warranty policy comes from the manufacturer, we are obligated to adhere to every step.
In many cases, larger items that are malfunctioning will not be eligible for a whole unit exchange. Examples include boilers, water heaters, and air conditioning units. Warranty policies for these items typically only cover parts, and rarely cover labor costs. Most items under manufacturer warranty are eligible for replacement only and cannot be returned for credit.
Customers are responsible for the shipping cost of sending the warranty item back to us. acpartsstores.com will charge a warranty processing fee of $75 dollars. AC Parts Stores will pay the shipping costs to send out the replacement.
In order to qualify for our 1-year warranty, item(s) must be used as intended in appropriate applications. All replacement parts must be the part recommended by the manufacturer. acpartsstores.com reserves the right to limit the quantity of replacements issued under warranty if not specified by the manufacturer’s warranty policy. We will likely contact you regarding your order. It’s your responsibility to provide an up-to-date email address and phone number in your account.
After 30 days, we can no longer issue refunds but may still be able to offer a replacement item with a 15% restocking fee.
Received a Damaged Package
If you receive damaged or defective items, please notify acpartsstores.com within 5 days of receipt. You can set up a return by contacting our customer service team via email to customerservice@acpartsstores.com. When shipping a return, make sure to include every page of the return form in the box. For the fastest replacement, we can place a new order for the replacement items and ship them to you as soon as possible. You’ll be credited for the full amount of the original item(s) you ordered when we receive your return. If you do not place a new order, we’ll ship your new items after we receive your return. All returned products must be unused and in the original packaging and the return form must be included in the box.
Received Incorrect Products (Not What You Ordered)
In the rare event we send you the wrong products, please notify acpartsstores.com within 5 days of receipt. You can also set up a return by contacting our customer service team via email to customerservice@acpartsstores.com. When shipping a return, make sure to include every page of the return form in the box. For the fastest replacement, we can place a new order for the replacement items and ship them to you as soon as possible. You’ll be credited for the full amount of the original item(s) you ordered when we receive your return. If you do not place a new order, we’ll ship your new items after we receive your return. All returned products must be unused and in the original packaging and the return form must be included in the box. We can’t accept returns for items once they’ve been installed.
International Returns
We ship to location outside of the United States, and customers will still be fully covered under our return and warranty policies. If you need to process a return or warranty claim for an item and you are outside of the US, please email us at customerservice@acpartsstores.com and we’ll be happy to get you set up. However, customers outside of the United States, will be responsible for all shipping and/freight charges and warranty fee is $250 dollars.
Please Inspect Freight Packages Upon Delivery
Please inspect freight packages carefully before signing them. If a package looks damaged in any way, please do not sign for it. Refuse delivery and contact a acpartsstores.com customer service representative immediately with a description of the damage. We’ll contact the freight company and begin a claim so we can send you a new product right away. If you’re not sure whether the shipment is damaged or not, continue to inspect it and open it in front of the driver before signing for it. As a customer, you have the right to inspect freight packages with the driver present for up to 15 minutes. If you notice damage after the driver has left, please notify acpartsstores.com within 24 hours. Note: There is no extra fee for requesting a lift gate.