Frequently Asked Questions

You may only return brand new, unused, original condition, uninstalled merchandise in it's original box with all manufacturer documentation and in resalable condition by requesting a Return Merchandise Authorization (RMA) within 30 days of your order's ship date. All returns are subjected to a minimum of a 25% restocking fee, depending on the manufacturer, plus all shipping charges. Some items are non-returnable and non-refundable (electrical parts). Shipping charges are non-refundable. Returns are completely at our discretion. If you are unsure of what the return policy is for a certian product, please contact us before making your purchase. No returns will be accepted without a RMA Authorization, issued by either ACUnitsDirect.com or our vendor that shipped your goods.

Please remember RMA's expire exactly after 30 days of their issue. All return orders must be received by AC Units Direct prior to the expiration of the RMA. All original shipping charges are non-refundable. Scratch and Dent items sold on our website are cannot be returned (all sales are final for scratch & dent items and special orders). All items returned back must be well packaged, we recommend you insure your return and retain proof of tracking with your carrier. Please use a traceable carrier which can provide tracking services and as well, proof of delivery. If a product is damaged on the return, it will be refused by our warehouse, and you the shipper is responsible for filing a shipping claim with the carrier. If the product is lost during transit, you, the shipper is responsible for filing a shipping claim with the carrier.

Can I pick up my order?

No, we do not allow local pick ups. We deliver the equipment to your location.

Who are your shipping providers?

Depending on the weight and size of your equipment, we use various shipping providers, such as: R & L Carriers, AAA Cooper, Old Dominion Freight, Conway, UPS, FEDEX, USPS.

How do I handle a damaged shipment?

Handling a damaged shipment:

If any items (equipment) appear to have any type of damage. Mark the Receipt as Damaged (write which items are damaged and description of damage)

If you have signed your delivery receipt, and/or later discover that your equipment/product is damaged; you (the customer) is responsible for resolving the issue with the Freight (Shipping) company. You will need to contact the Freight (Shipping) company terminal to report any damages to the claims department, provide them with your shipment's tracking information to file a claim for damages or shortages.

Warranty

I read on the manufacturers website, that the warranty is not valid for internet purchases. Is that true?

AC Units Direct is runned by a Licensed Florida State certified heating and air conditioning contractor who requires homeowner(s) to contact a local licensed professional to install their air conditioning/heating equipment or system.

Many manufacturers state that online purchases are subject to the void of their product(s) warranty. This is a common statment made by most manufacturers and is used to alert homeowners toward making any purchase on auction sites and other "all sales final" websites. Such websites do not work under a Licensed heating and air conditioning contractor, this is the main reason why manufacturers make such a statement.

As with all of our equipment all of our systems are fully warranted if they are properly installed by a licensed professional. This requires a start-up and inspection by a licensed contractor. Manufacturers do not monitor how the system is purchased. They just want to be sure it is properly installed.

Does the warranty include labor?

The manufacturer's warranties do not include labor. The installer is responsible for labor warranty.

If my new system should stop working, or does not work after installation whom should I contact?

Simply have a licensed professional diagnose and/or repair the problem. Many initial problems are the result of improper adjustment or wiring. All parts are covered by a manufacturer's warranty and are available for replacement free of charge with the exchange.

What if I need a warranty replacement part?

Warranty replacement parts can be obtained by your local heating and air conditioning contractor free of charge. In the event in which you are not able to obtain the part in your local area have a licensed air conditioning & heating contractor diagnose the failure and identify the specific part(s) that have failed. This diagnosis must be outlined on a service ticket or company letter head from the licensed HVAC contractor and a copy must be submitted with the returned defective part(s). Without a receipt from a licensed air conditioning & heating contractor, AC Units Direct will not process warranty parts or claims for you. Failure to submit such a diagnosis receipt will result in the denial of any warranty claim.

If your local heating and air conditioning contractor cannot obtain the warranty replacement part for you, please fill out our Warranty Replacement Part Form.