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Return Policy

If the items you ordered are not damaged and you would like to return them you must first read the Return Policy and call for a Return Authorization Request (RMA#) and address to ship to.

If the package has been opened, used or installed, no returns will be accepted.

If the package has not been opened and unused, there will be a 25% restocking fee, you must pay return freight and the original freight costs incurred by the shipper, even if it was free shipping to you. In order to receive credit for the return the items must be in original packaging, in new condition, No writing on Box and containing all warranty cards, manuals and accessories. We will not be able to issue credit if any of the above mentioned conditions are not met.

NOTE: All credits are contingent on receipt of items in as-new condition. We must be able to resell all items as new. You are responsible for the return shipment, if the items are returned to us damaged, no credit will be issued. All returns must be insured, and are your property until received back into our warehouse, inspected, and approved for credit. Unauthorized Returns will be refused. All returns are subject to management approval.

Note: Tankless Water Heaters or Direct Vent Heaters cannot be returned once they are accepted by the buyer for delivery. If Tankless Water Heaters has damage, after opening box contact Texas Water Heaters, Inc. customer service line at (877) 278-2253 and a replacement part will be shipped and a call tag will be issued to pick up original item at no cost to you.

Request to return after 30 days of purchase is deemed non-returnable.
Absolutely NO returns will be accepted after 30 days of purchase.
NO returns will be accepted for any special order items.

Damaged Freight Policy:

All orders will be shipped 100% insured. However, it is your responsibility to thoroughly inspect the merchandise before signing for it. If you notice damage to the merchandise, notate the damage on the bill of lading, immediately contact our customer service department at 1-877-278-2253 and we will issue a Call Tag to pick up unit and we will ship out a replacement part or unit at no cost to you. We just ask for you to take pictures and email them to us so we can get reimbursed by the shipper (FedEx). If you detect damage to the merchandise after signing for it, you will be responsible for filing all claims with the shipper. A thorough inspection of all packages is extremely important before signing for your merchandise.

Defective Merchandise:

If the items you ordered are not working and not a result of shipping damage the manufacturer’s warranty applies. In every case, this means that the unit was not installed properly and can be corrected either by phone, an Authorized Service Provider in your area or by the manufacturer according to their warranty service policies. If you choose to return the item anyway you must request a Return Merchandise Authorization (RMA#) Request within 30 days of purchase of item. There will be a 25% restocking fee assessed, you must pay return freight and the original freight costs incurred by the shipper. 

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