Return Policy

Route AC customers have up to 30 days after receiving their shipment to return an item. Although it is likely a 15% restocking fee will be applied & shipping charges not refunded, the customer service department may waive the restocking fee or provide a full refund depending on the reason for return. Some items are non-returnable and non-refundable (electrical parts/hvac parts and coils). Shipping charges are non-refundable. Returns are completely at our discretion. If you are unsure of what the return policy is for a certain product, please contact us before making your purchase. No returns will be accepted without a RMA.

Please allow 7 to 15 Business Days (not including weekends or holidays) for normal processing of all returns. Once a return has been processed, also allow up to 30 days to receive a credit or refund on your credit card billing statement, depending on your bank's or credit card's processes.

Listed below are the acceptable reasons for return and how each one is handled. Customers who want to return any item should read this carefully to avoid any confusion.

We will gladly accept the item(s) if it is still in its original manufactured box and “resalable”. However, there will be a 15% re-stocking fee on the price of the item(s) being returned. (Please note that there may be additional repacking fee if the original box is defaced. Please remember not to write the RMA number directly on the maniufacturer’s box)

In order to receive a replacement immediately, the customer will be asked to provide his/her credit card information once again. If the customer decides to cancel the return, the new shipment will be charged to the credit card.

Please understand that the cost of shipping for that item will not be refunded. (If the order received a Free Shipping promotion, the “Shipping Savings” indicated during checkout will be deducted from the total price).

Additionally, it is the customer’s responsibility to pay for return shipping and to make sure that the shipment is packaged appropriately (according to UPS guidelines ) to prevent damages.

Please note that refusal of a shipment upon delivery will also be refused by our Receiving Department due to a lack of a RMA number. This will result in additional shipping charges.

If you receive an incorrect item due to a shipping error or if your order is incomplete, please call customer service to report the error and a supervisor will be able to provide you with a satisfactory resolution. We apologize for the inconvenience that may be caused, but we will make every reasonable effort to satisfy our customers.

The customer service supervisor is required to gather the order information, such as total weight of the package delivered and total expected weight, and investigate with the Inventory Manager, Shipping Department, and with the shipping carrier to confirm the customer’s claims.

Once the error is confirmed, a Return Merchandise Authorization (RMA) number will be issued and directions on how to return the item will be provided. (Please note that there may be additional repacking fee if the original box is defaced. Please remember not to write the RMA number directly on the manufacturer’s box)

If the order was shipped incompletely, the customer will be sent the remainder of the items that were missing from the shipment immediately.

In order to receive a replacement immediately, the customer will be asked to provide his/her credit card information once again. If the customer decides to cancel the return, the new shipment will be charged to the credit card.

Route AC is a wholesaler for all the manufacturers in its online catalog. All products sold are brand new and premium quality.

Each manufacturer has a different warranty and return policy that we uphold. Our return policy for defective items varies depending on the product.

On most items, if it is within the 30-day return period, we will issue an RMA number and deal with the Manufacturer ourselves in order to receive a replacement immediately. The customer will be asked to provide his/her credit card information once again. If the customer decides to cancel the return, the new shipment will be charged to the credit card.

The Returns Department performs a thorough inspection of the items returned to confirm that the item is defective. If it is determined that the item is; not defective, still in working order, damaged as a result of improper installation or handling, the RMA will be canceled, the item will be shipped back to the customer, and the shipping cost will be charged to the customer’s credit card.

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