Refund policy

Return & Refund Policy

Effective Date: March 2026 Willards HVAC Supply LLC | 311 Belair Rd, North Augusta, SC 29841

At Willards HVAC Supply, we specialize in surplus, refurbished, and new HVAC parts and components. Due to the technical nature of our products, we maintain specific and clearly defined policies for cancellations, returns, and refunds. Please read this policy carefully before placing your order.

1. Order Cancellations

We understand that mistakes happen. Cancellation requests must be submitted as early as possible, as our orders are submitted to fulfillment partners quickly after placement.

Cancellation Window: You may request a cancellation within 2 hours of placing your order by contacting us at support@willardshvacsupply.com or (803) 510-7290 during business hours (Monday – Friday, 8:00 AM – 5:00 PM ET).

After the 2-Hour Window: Once 2 hours have passed from order placement, your order may have already been submitted to our fulfillment partner for processing. We cannot guarantee cancellation after this point. If we are unable to cancel before shipment, the order will need to follow our standard return process once delivered (where applicable).

After Shipment: Orders that have already shipped cannot be canceled. Please refer to Section 2 or Section 3 below, depending on the nature of your request.

To request a cancellation, please email support@willardshvacsupply.com with your order number and the subject line: "Cancellation Request — Order #[Your Order Number]"

2. Returns — Seller Error (Wrong Item, Incorrect Quantity, Mislabeling)

We take full responsibility when an error occurs on our end. If we shipped you the wrong item, the wrong quantity, or an incorrectly labeled product, we will make it right at no cost to you.

Eligibility: Returns under this section are accepted when Willards HVAC Supply made an error, specifically:

We shipped the wrong item or part number
We shipped the wrong quantity
The product was incorrectly labeled or packaged on our end

Time Limit: All eligible return requests must be submitted within 7 calendar days from the date the item is marked as delivered by the carrier. Requests submitted after this window will not be accepted.

Condition Requirements: The item must be:

Unused and uninstalled
In the same condition as received
In original packaging with all labels, accessories, and documentation intact

How to Request a Return:

Email support@willardshvacsupply.com with your order number, a description of the issue, and photos clearly showing the item received
We will review your request and respond within 1–2 business days
If approved, we will provide a prepaid return shipping label by email
Drop off the package at the nearest carrier location listed on the label within 2 business days of receiving the label

Who Pays Return Shipping: Willards HVAC Supply covers all return shipping costs for seller errors.

Restocking Fee: We do not charge a restocking fee for returns resulting from our error.

Refund Processing: Once your returned item is received and inspected, we will notify you of approval within 3–5 business days. Approved refunds will be issued to your original payment method within 3–5 business days of approval. Please allow additional time for your bank or card provider to process the credit.

Original Shipping Costs: Original shipping charges are fully refunded for returns due to seller error.

3. Returns — Customer Remorse (Wrong Part Ordered, Changed Mind, Compatibility Issue)

Due to the highly technical and application-specific nature of HVAC components, we do not accept returns for customer remorse. This includes, but is not limited to:

Ordering the wrong part number
Purchasing a component that is not compatible with your system
Misdiagnosis of the issue requiring repair
Change of mind after purchase
Finding the item less expensive elsewhere

Why this policy exists: HVAC parts are system-specific. Once a component has been ordered, reserved, and shipped from our fulfillment partner, it cannot be returned to inventory as new. We strongly encourage customers to verify part numbers and compatibility with a licensed HVAC technician before placing an order. Our team is also available to assist with part identification — contact us at support@willardshvacsupply.com before purchasing if you are unsure.

4. Exchanges

We do not offer direct product exchanges. If you received the wrong item due to our error (see Section 2), we will issue a full refund or ship the correct item at no additional charge. If you ordered the wrong part, please refer to Section 3 above.

5. Freight Damage Claims

Freight-shipped items (large HVAC equipment delivered by LTL carriers) follow a separate damage claim process from standard returns.

Required Action at Delivery: Before signing the carrier's delivery receipt (Bill of Lading), inspect the packaging and item for visible damage. If damage is present:

Note the damage in writing on the delivery receipt before signing
Take clear photos of the packaging exterior and the damaged item
Do not discard any packaging materials until your claim is resolved

Reporting Window: Freight damage must be reported to us within 24 hours of delivery at support@willardshvacsupply.com or (803) 510-7290. Include your order number, photos, and a description of the damage.

Resolution: Freight damage claims are handled through the shipping carrier's insurance process. We will assist you in filing the claim and coordinating a resolution. Depending on the extent of damage, resolution options may include replacement, partial refund, or carrier reimbursement.

Important: Failure to note damage on the delivery receipt before signing significantly limits our ability to file a successful freight claim on your behalf.

6. Defective Items — 1-Year Seller Warranty

All products purchased from Willards HVAC Supply are covered by our 1-Year Seller Warranty against defects in materials or workmanship from the date of delivery. This warranty is provided by Willards HVAC Supply, not the original manufacturer.

For full warranty terms, coverage details, exclusions, and the claim process, please review our dedicated Warranty Policy page.

7. Non-Returnable Items

The following items are not eligible for return under any circumstances:

Electrical or electronic components that have been installed, connected, or powered
Items showing signs of installation, modification, or tampering
Items missing original serial numbers, identification labels, or tamper seals
Special-order or custom-configured products
Items returned without a return authorization label issued by Willards HVAC Supply

8. Unauthorized Returns

Do not return any item without first receiving a return authorization and prepaid shipping label from us. Packages returned without authorization will be refused at our facility or discarded. Willards HVAC Supply is not responsible for items returned without prior authorization.

9. Refund Method & Timeline Summary

Scenario	Refund Issued	Timeline	Original Shipping Refunded
Seller error (wrong item shipped)	Original payment method	3–5 business days after inspection	Yes
Freight damage (carrier claim)	Original payment method or carrier reimbursement	Varies by carrier	Case by case
Defective item (warranty claim)	Repair, replacement, or original payment method	5–10 business days after receipt	No
Customer remorse	Not accepted	N/A	N/A

10. Contact Us — Returns & Refunds

For all return requests, cancellations, warranty claims, or refund inquiries, please contact our customer support team:

Email: support@willardshvacsupply.com
Phone: (803) 510-7290
Hours: Monday – Friday, 8:00 AM – 5:00 PM Eastern Time
Response Time: We respond to all inquiries within 1–2 business days

For shipping and delivery questions, please review our Shipping Policy.

Last Updated: March 2026 Willards HVAC Supply LLC | 311 Belair Rd, North Augusta, SC 29841