In rare instances, you may need help with a return. The following information will help you process your return:
No returned merchandise will be accepted without a Return Material Authorization (RMA). Please reach out to us in writing via our online contact form to obtain an RMA # and shipping instructions. We will credit you in the same manner as your original payment within 7-10 business days of receiving the returned item.
Unopened Merchandise
You may return any "unopened" qualifying products and accessories within 30-days of delivery date for a partial refund. Simply return the item to us by purchasing a label directly through UPS or FedEx. Using a non-approved shipping method will often result in delays and damages that impact our ability to process your refund. Some products include free shipping, so if you return one of these products our actual outbound shipping costs will be deducted from your return refund. All returns will incur a 25%-restocking fee and all original shipping fees related to the order all non-refundable.
Opened Merchandise
"Opened" and unused qualifying products and accessories in their original packaging can be returned within 7-days of delivery date*, but will be subject to a 25%-restocking fee to cover testing, cleaning, and repackaging expenses. Simply return the item to us by purchasing a label directly through UPS or FedEx. Using a non-approved shipping method will often result in delays and damages that impact our ability to process your refund. Some products include free shipping, so if you return one of these products our actual outbound shipping costs will be deducted from your return refund. Opened returns must be in salable condition with original materials and packaging.
* Engine-powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations.
* HVAC compressors cannot be returned.
* Electrical HVAC repair parts cannot be returned.
* HVAC Equipment cannot be returned (ex: split systems, package units, etc.)
Factory Direct Items
These items are shipped to you directly from the manufacturer or and may be returned with approval from the manufacturer. If approved, you may be responsible for round trip shipping costs, as some products include free shipping, yet the cost of shipping may be included in the retail price. You will be responsible for a restocking fee of up to 25%.
Cancelled Orders
An order that has shipped cannot be cancelled. If you refuse an order which has already been shipped, not due to damage, you will be responsible for paying an ORDER RETURN FEE in addition to our 25%-restocking fee. We incur a fee from the freight carrier to return items that have been shipped, this fee is dependent on the item refused and the destination location. All original shipping fees related to the order all non-refundable.
Built-to-Order "Special Order" Items
There are no returns allowed for products which have been specially built for you and shipped by the manufacturer. These items are not routinely stocked at our warehouse and therefore cannot be returned.
Installed Items
Once an item has been installed it cannot be returned. Any damage due to improper installation is the responsibility of you or your installer. A warranty claim can be made, but it is up to the discretion of the manufacturer if they will cover any costs associated with an incorrect installation. All warranty claims should be submitted by and dealt with your local professional.
Damaged Products
You must take the time to inspect the goods before you sign the delivery receipt from the shipping carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods. Concealed damage claims must be reported immediately.
Suspect Damage
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.
Obvious Damage
Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Contact us immediately within 24-hours in writing so we can process the appropriate claims and coordinate a possible exchange for you.
Defective Products
We encourage you to test your product within upon receipt so we can quickly remedy any mechanical problems. If you think your product is defective, don't worry.
In most cases, it's a simple issue that can be resolved with your local professional. You are also welcome to contact the manufacturer's technical support departments. They have expert technicians standing by to help solve your issue. Please have your model number and serial number available for fastest service.
Engine-powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations.
Faulty Parts & Warranty Claim Policy
EZ Plenum, LLC (“Company”) sells products subject to applicable manufacturer warranties. The Company does not independently warrant products beyond the manufacturer’s written warranty terms unless expressly stated in writing.
Any claim of a defective or faulty part must strictly comply with the requirements outlined below. Failure to comply will result in denial of the claim.
1. Mandatory Licensed HVAC Verification
All alleged defective parts must be inspected and diagnosed by a licensed HVAC contractor.
Written verification must be provided on official company letterhead and must include:
- Contractor company name, address, phone number, and state license number
- Technician name and signature
- Date of service
- Equipment manufacturer
- Equipment model number
- Equipment serial number
- Exact part number installed
- Detailed description of the failure
- Determined cause of failure
- Confirmation that the part was properly installed in accordance with manufacturer specifications
Self-diagnosis, customer statements, or undocumented claims will not be accepted under any circumstances.
2. Required Documentation for Claim Review
Before a warranty claim will be reviewed, the following must be submitted in full:
- Fully completed & submitted EZ Plenum Warranty Claim Form
- Licensed HVAC contractor service ticket on official company letterhead (as outlined above)
- Proof of purchase
- Photographs of: the installed part, the unit data plate showing model & serial number, and the allegedly defective component
- Any additional documentation requested by the Company or the manufacturer
Incomplete submissions will not be processed.
3. Return & Inspection Requirements
EZ Plenum, LLC reserves the right to require the allegedly defective part to be returned for physical inspection prior to claim approval.
All shipping costs — including:
- Return shipping of the defective part to EZ Plenum, LLC
- Shipping of replacement or exchanged parts
— are the sole responsibility of the customer.
Shipping charges are non-refundable.
The Company may submit returned parts to the original manufacturer for evaluation. Warranty approval is subject to manufacturer confirmation where applicable.
4. Exclusions & Limitations
The following are not covered under warranty:
- Improper installation
- Installation by an unlicensed, unqualified, or unauthorized individual
- Incorrect part application
- Electrical damage (including voltage irregularities, improper phasing, short cycling, or external control failures)
- System contamination
- Misuse or negligence
- Normal wear and tear
- Labor costs
- Refrigerant costs
- Diagnostic fees
- Shipping costs
- Downtime or consequential damages
EZ Plenum, LLC shall not be liable for incidental, indirect, special, or consequential damages arising from product failure.
5. Claim Resolution
If a claim is approved, EZ Plenum, LLC may, at its sole discretion:
- Provide a replacement part, or
- Issue store credit
Cash refunds are not issued for warranty claims.
Approved credits are issued within 30–90 business days following final review and, where applicable, manufacturer confirmation.