At Outlet HVAC Crate Store, we stand behind the quality of our professional HVAC equipment and tools. We understand that commercial purchases sometimes require returns or exchanges, and we’ve designed this policy with trade professionals in mind.

Our Return Policy

We accept returns within 15 days of delivery for most items, provided they are in original condition with all packaging and documentation intact. Please note:

  • Items must be unused and in resalable condition
  • Original packaging must be intact with all accessories included
  • A copy of your invoice or proof of purchase is required

Important Note: For health and safety reasons, the following product categories are non-returnable once opened:

  • Cleaning Chemicals & Oils
  • Opened packages of Copper Pipe & Insulation
  • Custom-cut Ducting or Black Air Conditioning Trunking

Return Process

Follow these steps to initiate a return or exchange:

  1. Contact Us: Email [email protected] within 15 days of receiving your order with your request.
  2. Provide Details: Include your order number, item(s) for return, and reason for return (see template below).
  3. Receive Authorization: We’ll email you a Return Merchandise Authorization (RMA) number and instructions.
  4. Package Securely: Repack the item(s) in original packaging with all accessories.
  5. Ship Back: Send the package to our warehouse at the address provided in your RMA email.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service and purchasing shipping insurance for high-value HVAC equipment.

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds are processed within 5 business days of receipt.
  • Method: Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal).
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error.

Please allow 7-10 business days for the refund to appear in your account, depending on your financial institution.

Exchange Process

For exchanges of commercial HVAC equipment:

  1. Follow the standard return process above
  2. Clearly state in your email that you wish to exchange the item
  3. Specify the replacement product (from our Full Products List)
  4. We’ll process the exchange once we receive the original item

For expedited exchanges of time-sensitive items like heat pumps or refrigeration tools, please call our customer service team at +44 (0)XXXX XXX XXX.

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email Body:

Dear HVAC Crate Team,

I would like to request a return/exchange for my order #[Your Order Number] placed on [Order Date].

Item(s) for return:
[Product Name] – [Quantity] – [SKU if available]

Reason for return:
[Please specify: Wrong item received, Defective, Changed mind, etc.]

Preferred resolution:
[Refund / Exchange for (specify product)]

Please send the RMA number and return instructions at your earliest convenience.

Best regards,
[Your Name] [Your Business Name] [Your Contact Information]

Damaged or Incorrect Items

If you receive damaged commercial HVAC equipment or incorrect items (e.g., wrong model of condensate pumps or digital thermostats):

  1. Contact us immediately at [email protected] with photos of the damaged/incorrect items
  2. We’ll arrange for a replacement or refund without requiring you to return the items in most cases
  3. For high-value industrial equipment, we may arrange for carrier pickup

Contact Us

For any questions about our returns policy for commercial HVAC products:

Outlet HVAC Crate Store
12 Northgate, Wakefield, GB WF8O 5YD
Email: [email protected]
Phone: +44 (0)XXXX XXX XXX