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Our Return Policy

If you have any questions or concerns - please drop us a line or an email - see below address and phone number.

The Rules

  • Within 30 days of receipt of your order, you may return all unused items ordered from TanklessWaterHeatersDirect.Com for a full refund minus a 20% re-stocking charge for all items except for the following. We do not refund shipping & handling charges.
    • All Orders Shipped Via Overland Truck
  • All items returned must have been purchased from TanklessWaterHeatersDirect.Com


  • All items returned must be in as shipped condition within the original box. If any product has been installed - it can not be returned.


  • Please open all boxes immediately and check for contents and damage. We must know within 3 days upon your receiving products of any damage/problems.


  • For any order or products that ship with free shipping will be billed for shipping if the item is returned.


  • If the packaging appears damaged on the outside, please refuse to accept it from the carrier; or please make sure that when you sign the shippers proof-of-delivery slip that you include a note stating that the package is/appears damaged. If you do accept a damaged shipment, please inform us immediately. We do expect you to deal with the carrier in that case. If you prefer for us to deal with the carrier, we must know within 3 days of your receipt of the product that it was damaged. Also, if there was any internal (non-visible) damage, this should be reported to the carrier (or to us) within 3 days of receiving the product.


  • Any item or order returned without an RGA or that were "Refused Delivery" will have an extra 15% restocking charge. So please contact us before you send any products back!


  • Credits occur twice a month - generally near the 15th and 30th of the month. However, all Gas and Electric tankless water heaters and space heaters are sent back to mfg for testing. Thus, these products may require an extra 2 weeks before we will credit your credit card.


  • Special Order products (items that do not have prices listed on our web page and that you received a special quote on) may not be returned.


  • And of course, if an item was shipped in error - we will refund you the total amount of your order.
Refunds

You must contact us via email or the phone number below for authorization to return items. Without a proper authorization - items returned to us - will not be accepted. Also, we will need to give you our return shipping address and a return authorization code.

We will notify you via e-mail of your refund once we have received and processed the returned item.




Problems, Questions, Suggestions?
If you have any problems with your order, please don't hesitate to contact us.
Click here to contact us on-line.
You may also phone us - the number is 1-802-583-5500



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