We want you to be completely satisfied with your order. You can use our simple returns process to return your order within 30 days of your order delivery.
- Fill out the online Return Request Form.
- Allow 2 business days for processing.
- We will provide a prepaid UPS label for all parcel returns.
- Securely pack the item(s) in the original product packaging. Include all received parts, accessories and paperwork.
- Affix the label and drop off the return within 5 days of label receipt.
All returned items will be thoroughly inspected and any item(s) returned in a condition deemed as no longer sellable will not be refunded. All items must be returned in new and unused condition.
Note: Returned item(s) must be shipped back in the original packaging or similar packaging that will prevent item(s) from damage while in transport.
Return Shipping for Parcel Orders
If you ordered the wrong item(s) or you are no longer in need of the product(s), you are responsible for the return shipping cost. Upon requesting your return, our support team will provide a prepaid UPS return shipping label. We will deduct the shipping cost you paid to receive your order and the shipping cost to return your order from your refund. The cost of shipping to return the order will be the same as the shipping cost you paid on the original order. If you paid for Express Shipping, we will deduct the cost of ground shipping from the return shipping cost. If you received Free Shipping, we will deduct the shipment cost and the return shipping cost of the order from your refund.
If we shipped you the wrong item(s) or the items were defective or damaged in shipping, you may qualify for free return shipping. This will be noted in the RMA email you receive from us and you will not be charged for return shipping.
100% Fit Guarantee
We are happy to offer a no-cost return option for any part on our site which has the ’100% Fit Guarantee’ icon listed. In order to quality for this, the following must be true:
The product detail page for the part ordered contained the Fit Guarantee at the time of order; and your unit’s model number must match one of the model numbers listed on the product detail page under the ‘Related Parts and Models’ section
If you need to return a product that meets the above criteria, simply complete the Return Request Form and note that the product is eligible for the 100% fit guarantee. Please also include in your request the specific model listed from the product page for which the part did not fit. All returns under the 100% Fit Guarantee must be requested within 5 days of product receipt. Please note that we may request a photo of the unit’s model / serial number prior to authorizing the RMA number. Once we receive the product, we will issue you a full refund for your original purchase amount.
Refunds and Restocking Fees
We do not reimburse the cost of return shipping unless the product was damaged or defective (please see the Return Shipping section for details). All refunds will be issued once the item has been received and inspected at our warehouse. Refunds will only be issued for items in new and unused condition. Please allow 2-3 business days from the time we receive your item for us to process your refund. Once we process your refund, your financial institute takes over and that may take 7-10 days to show a refund on your original form of payment as that process is controlled by your bank. If your item is sent to the incorrect address, you will be responsible for the cost of the forwarding fees.
Returns are subject to a 20% restocking fee and must be returned within 30 days of delivery date. We cannot accept returns after 30 days. Shipping costs are non-refundable.
Shipments that are returned to sender due to refused deliveries, incorrect delivery addresses, or any other reason causing the shipment to be undeliverable will be handled as a return, and you will be responsible for the cost of the forwarding fees.
If a product is received back to us in damaged condition, and it is clear that the package was damaged by the carrier, Voomi Supply will be unable to provide a refund immediately for the item. On your behalf, we will file a claim with the carrier and once they award the claim we will follow suit and issue you a refund. To avoid carrier damages, please make sure your return is carefully packaged as carriers will decline claims if the packaging is insufficient. Using additional packing material such as bubble wrap, packing peanuts, newspaper, etc. will ensure the return reaches us as safely as possible. Voomi Supply reserves the right to deny returns where the packaging is found to be insufficient.
Cancellations Requests
We have a 30 minute cancellation window that starts as soon as an order is placed. During that time you can request to cancel your order and, in most cases, we can. Because we require our warehouses to ship all orders that they receive within a certain amount of time we can’t cancel any orders after 30 minutes have passed.
To cancel your order within 30 minutes of placing it, click on the "view your order" button in your order confirmation email. This will take you to the order confirmation page where you will be able to make changes to your order and click "cancel". Additionally, if you have an account, log in using your Voomi Supply login and then navigate to Order History. There you will see your orders and the option to cancel them. You can also reach out to Support at support@voomisupply.com to help cancel your order, but we can’t guarantee that we will be able to do so.
Non-returnable Items
Some items are non-returnable. These include special-order items, electronics and circuit boards, light bulbs, tools, electric duct heaters, or any other item marked as 'Final Sale' on the product page. All items are still eligible for the original manufacturer’s warranty. If you need assistance with a non-returnable item, please contact us and we will do our best to assist.
Freight Returns
All LTL freight shipments must be returned to us by a LTL freight carrier and be in new and unused condition. We can support sourcing a freight carrier or you can find an LTL carrier on your own. You are responsible for paying the return shipping fees if the item is no longer needed, the wrong product was ordered or the freight delivery was refused. If we help source the return on your behalf, we will deduct the return shipping fees from your refund. LTL freight returns are also subject to a 20% restocking fee. If Voomi shipped the wrong product then we will pay the LTL freight charges and there will be no restocking fees.
Damaged Package - Parcel Freight
If a damaged UPS or FedEx package is left at your door, please complete the Return Request form within 48 hours of delivery. If you are present for the delivery and notice the package is damaged, please take photos of the package, refuse the delivery and contact us within 48 hours. All return requests due to damaged packages must be received or requested within 48 hours of package delivery. We will do our best to get you a replacement as soon as possible.
*Please note: we will need to receive pictures of the packaging and damaged product in order to file a claim with the freight carrier and send you a replacement.
Damaged Package - LTL Freight
LTL Shipments must be inspected upon receipt and we must be notified within 48 hours of any damage to your order. If your LTL Freight shipment arrives with obvious damage, please ensure that you do the following:
- Take pictures of the LTL freight, specifically focusing on the damaged item(s). This will help Voomi in filing the carrier claim
- Accept delivery of all undamaged items in the shipment.
- Refuse delivery of any item that is damaged and take pictures of these item(s).
- On the delivery receipt, note all damaged items that are being refused. Please be as specific as possible to assist us in processing the damage claim with the carrier. Then sign the delivery receipt as refused delivery of the damaged item(s) Disclaimer: The items must be refused to submit a claim.
If your LTL freight shipment arrives without obvious damage but the items were damaged as you unboxed, please ensure that you do the following:
- Take pictures of the items in the box, specifically focusing on the damaged freight. This will help filing a carrier claim
- Contact Voomi support within 48 hours detailing out the damaged freight with the LTL delivery. Please provide pictures.
- Within 24 hours, we will confirm the delivery issue and file a freight claim on your behalf.
After you have notified Voomi of the damaged LTL freight and completed the online Return Form, we will process a reshipment for the damaged products and provide a tracking number for you to track your reshipment.
If you do not notify Voomi of a Damaged LTL shipment within 48 hours of delivery, we will be unable to file a carrier claim and not be able to process a reshipment of the damaged item or issue a refund. You will be liable for the damaged item at that point.
Defective Product
If you believe you received defective item(s), you must complete the Return Request form within 5 days of receiving your product. For certain products we require documentation from a licensed HVAC professional confirming proper installation and diagnosis of the defective item(s) including photographs of the defective item(s). We will do our best to get you a replacement as soon as possible. You can either opt to place another order for which we will take payment and issue you a full credit when we receive and process your original item(s); OR you may opt to wait for us to receive the defective product(s) and issue you a new item without requiring temporary payment. You will not be responsible for shipping costs of the replacement product(s).
Received incorrect product
If we sent you the wrong item(s), sorry about that! Please complete the Return Request Form within 5 days of receiving your product. We will do our best to get you a replacement as soon as possible. All package contents must be in original, unused condition. You will not be responsible for shipping costs of the replacement product(s).
Warranty Replacement
At Voomi Supply, most of our products are covered by the original manufacturer’s warranty. If notified within the first 30 days of purchase, we’ll coordinate the process to receive the defective product and work with you to send a replacement product.
After the first 30 days, please email us at support@voomisupply.com, and we’ll help you process the manufacturer warranty. All warranties are different, but our team of experts is there to help you every step of the way from identifying the warranty terms and conditions to processing your claim. We can only process warranty claims from verified Voomi Supply purchases. For warranty replacements outside of the first 30 days, we do not provide return shipping for the defective product.
Please note that a licensed contractor/technician’s receipt confirming installation and inspection of the defective item is required to process all warranty and replacement claims. The licensed technician’s contact information should be provided and verifiable. Without a receipt of confirmation or other related documentation from a licensed HVAC professional, we will be unable to process the warranty claim.
Unless otherwise noted, all of our products are intended to be installed and serviced by licensed HVAC technicians.
For certain warranty claims, you will be required to troubleshoot the issue directly with the manufacturer before you can begin the warranty claim. We will provide the contact information for your licensed technician to reach out to the manufacturer in these situations and we must abide by the warranty policies of the manufacturer. In certain cases, we will require you to provide the serial number and model number of the part and the unit the part was installed in so that we can ensure the correct part was ordered.
Labor costs are usually not covered under most warranty claims and some items under manufacturer warranty are eligible for replacement only and will not be able to be returned for credit.
