Return Policy

Read this before you buy. Return rules, fees, and who pays for return shipping are listed up front and match what you see on each product page and at checkout.

• Return window: 30 days from the date of delivery for furnaces, wall heaters, equipment, replacement parts, and accessories.
• Restocking fee: 20% of the item price on all returns, including equipment, parts, and accessories. The fee is deducted from your refund.
• Return shipping: you pay return freight, unless the item arrived damaged or defective or we shipped the wrong item. In those cases we pay.
• Original shipping charges: not refunded, unless the return is due to our error.
• Final sale: special-order or custom-configured equipment, special-order parts, and parts marked “non-returnable” at time of sale.
• Returns need an RMA number before you ship anything back.

• Equipment must be unused, uninstalled, and in its original, unopened packaging.
• Once a furnace or heater has been installed, connected to gas or electrical service, or has had its packaging opened and the unit removed, it is no longer eligible for return. See Damaged or Defective Items below.
• A 20% restocking fee applies to every approved equipment return. It covers inspection, freight, and repackaging.
• Special-order, custom-configured, or non-stock equipment is final sale and cannot be returned or cancelled after the order is placed with the manufacturer.
• You pay the return freight. Furnaces ship back by pallet freight. We provide the return address with your RMA and can help you get a freight quote. If the return is due to a Williams shipping error, we pay return freight.

• Parts must be unused, uninstalled, and in original manufacturer packaging with all labels intact.
• Electrical components (control boards, ignitors, gas valves, motors) cannot be returned once installed, even if the part is later removed.
• A 20% restocking fee applies to approved part returns.
• You pay the return shipping, unless the return is due to a Williams shipping error or a defective part.
• Special-order parts and parts marked “non-returnable” at time of sale are final sale.

• If an item arrives damaged or defective, contact us within 5 business days of delivery with your order number and photos of the damage.
• Defective or damaged equipment and parts are covered at no cost to you: no restocking fee, and we pay return shipping.
• The standard resolution is a replacement unit or part. If the item is out of stock or discontinued, we offer a repair or a full refund instead.
• Damage claims made after 5 business days may be treated as a standard return, subject to the fees above.

1. Contact our support team or call (888) 444-1212 with your order number and the reason for the return. We issue a Return Merchandise Authorization (RMA) number and the return address.
2. Returns sent without an RMA number are not accepted.
3. Pack the item securely in its original packaging and write the RMA number on the outside of the box.
4. Ship the item to the return address on your RMA confirmation. Keep your tracking or freight receipt until the refund is issued.

• After we receive and inspect your return, refunds are issued within 5 to 10 business days.
• The refund goes to your original payment method. The restocking fee and any return freight you owe are deducted.
• Original shipping charges are not refunded unless the return is due to our error.

This policy covers returns of purchased items. Manufacturer warranty claims for defects found after installation are handled through our warranty process. Contact us for warranty support.

Reach out to our customer support team before starting a return so we can help you determine the fastest path to a resolution.

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Return Policy