Return Policy
Return Policy
Overview
Return Policy Deadlines
Restocking Fees
Warranty Information and Defective Items
Special Order Items
Credits and Refunds
Shipping Errors Made by Hotwaterparts.net
Damaged Shipments
Non-Returnable Items
Liability Limits
RMA Requirements
Return Shipping Fees
Return Instructions
Overview
At Hotwaterparts.net, we value our relationship with you and our goal is to ensure your complete satisfaction with your purchase. If you have any questions or concerns, please call us at 1-800-359-1334 or send an email by clicking the "Contact Us" link.
Please read all sections below prior to placing your order.
Return Policy Deadlines
Our return policy is 90 calendar days from the day order is delivered.
For damaged shipments, you must contact us within 3 business days of receiving your order.
For missing items, you must contact us within 3 business days of receiving your order.
Restocking Fees
Restocking fees apply to the following items:
Warranty Information and Defective Items
All OEM replacement parts are covered under warranty for one year if installed by a licensed professional. Items installed by homeowners or other non-licensed professionals are not covered under any warranty.
In order to file a warranty claim for a potentially defective product, a case must be opened with the manufacturer's Technical Support team and they will troubleshoot with a licensed technician while in the field to determine if it is defective. In order for us to proceed, a valid claim number must be provided to us.
Navien warranty and defective claims must be handled directly through Navien. Refunds or credits will not be given, only replacement parts. You can reach Navien at 800-519-8794.
At our sole discretion, defective items may be exchanged for the same model or manufacturer's equivalent model.
Special Order Items
Special Order items are those which do not have prices listed on our website and that you received a special quote on. Not all Special Order items are eligible for return.
If a Special Order item is not eligible for return, you will be have to acknowledge and agree to this through a required checkbox on our website's Checkout page before placing your order. You will not be able to bypass the required checkbox or place your order without acknowledging and agreeing to it.
If a Special Order item is eligible for a return, a restocking fee will be applied as listed in our Restocking Fees section on this page. If a Special Order item is not eligible for return, we will not accept it for return.
Credits and Refunds
Credits and Refunds on returned items will be issued in the same payment method used at the time of purchase. This generally occurs within 5 to 7 business days after the returned item(s) are processed and approved.
After we issue a refund to your credit card, it can take 7-10 days for it to appear back on your account. We do not control this timeframe and cannot make it go through faster.
At Hotwaterparts.net's discretion, credit for partial returns may be less than invoice or individual component prices due to bundled or promotional pricing and any unadvertised discounts or concessions.
Credits are issued for material costs only. Shipping and handling charges will not be credited unless the part is deemed defective.
Certain products, such as all Gas and Electric tankless water heaters and space heaters are sent back to the manufacturer for testing. Thus, these products may require an extra 2 weeks before we will issue a credit.
Shipping Errors Made by Hotwaterparts.net
If we shipped you an item that was different than what you ordered, we will refund you the total amount of your order or immediately ship the correct item.
If we shipped your item via the incorrect shipping method, we will refund you the total amount of your order or immediately ship using the correct shipping method.
Damaged Shipments
When you receive your order, please inspect it carefully before opening. If it appears damaged on the outside, please take pictures of the damage before opening. Damaged shipments include any item where the damage is either external or visible, and also damage which is internal or not visible.
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.
For damaged shipments, you must contact us within 3 business days of receiving your order.
Non-Returnable Items
The following items are not eligible for returns:
Liability Limits
Hotwaterparts.net is not responsible for any consequential or incidental damage resulting from the sale, use, or installation of any merchandise sold directly by us. We are responsible for the monetary value of the merchandise only. We are not responsible for any contractor's fees.
RMA Requirements
All returns require an RMA (Return Merchandise Authorization) number. Any item returned without an RMA or any items that were "Refused Delivery" and sent back to us will be assessed a restocking fee as listed above.
All returns are inspected upon their arrival back at our facilities. All items must be in original as-new condition, in their original box and must include all packing material, blank warranty cards, documentation, manuals and all accessories. If any items are missing, we will contact you and provide you the opportunity to return them to us. If you are unable to provide the missing parts, your return will be rejected and we will send the item(s) back to you at your cost.
Return Shipping Fees
The following conditions apply to Return Shipping:
Return Instructions
667 South Delsea Drive
Vineland, NJ 08360
Return Policy Deadlines
Restocking Fees
Warranty Information and Defective Items
Special Order Items
Credits and Refunds
Shipping Errors Made by Hotwaterparts.net
Damaged Shipments
Non-Returnable Items
Liability Limits
RMA Requirements
Return Shipping Fees
Return Instructions
Overview
At Hotwaterparts.net, we value our relationship with you and our goal is to ensure your complete satisfaction with your purchase. If you have any questions or concerns, please call us at 1-800-359-1334 or send an email by clicking the "Contact Us" link.
Please read all sections below prior to placing your order.
Return Policy Deadlines
Our return policy is 90 calendar days from the day order is delivered.
For damaged shipments, you must contact us within 3 business days of receiving your order.
For missing items, you must contact us within 3 business days of receiving your order.
Restocking Fees
Restocking fees apply to the following items:
- 15% on all items which are in-stock
- 15% on all items which are factory direct shipments
- 15% on items with free shipping
- 15% on items returned without a valid RMA number
- 25% on HVAC equipment and water heaters
- 25% on items shipped by trucking carriers
- 25% on Special Order items eligible for return
Warranty Information and Defective Items
All OEM replacement parts are covered under warranty for one year if installed by a licensed professional. Items installed by homeowners or other non-licensed professionals are not covered under any warranty.
In order to file a warranty claim for a potentially defective product, a case must be opened with the manufacturer's Technical Support team and they will troubleshoot with a licensed technician while in the field to determine if it is defective. In order for us to proceed, a valid claim number must be provided to us.
Navien warranty and defective claims must be handled directly through Navien. Refunds or credits will not be given, only replacement parts. You can reach Navien at 800-519-8794.
At our sole discretion, defective items may be exchanged for the same model or manufacturer's equivalent model.
Special Order Items
Special Order items are those which do not have prices listed on our website and that you received a special quote on. Not all Special Order items are eligible for return.
If a Special Order item is not eligible for return, you will be have to acknowledge and agree to this through a required checkbox on our website's Checkout page before placing your order. You will not be able to bypass the required checkbox or place your order without acknowledging and agreeing to it.
If a Special Order item is eligible for a return, a restocking fee will be applied as listed in our Restocking Fees section on this page. If a Special Order item is not eligible for return, we will not accept it for return.
Credits and Refunds
Credits and Refunds on returned items will be issued in the same payment method used at the time of purchase. This generally occurs within 5 to 7 business days after the returned item(s) are processed and approved.
After we issue a refund to your credit card, it can take 7-10 days for it to appear back on your account. We do not control this timeframe and cannot make it go through faster.
At Hotwaterparts.net's discretion, credit for partial returns may be less than invoice or individual component prices due to bundled or promotional pricing and any unadvertised discounts or concessions.
Credits are issued for material costs only. Shipping and handling charges will not be credited unless the part is deemed defective.
Certain products, such as all Gas and Electric tankless water heaters and space heaters are sent back to the manufacturer for testing. Thus, these products may require an extra 2 weeks before we will issue a credit.
Shipping Errors Made by Hotwaterparts.net
If we shipped you an item that was different than what you ordered, we will refund you the total amount of your order or immediately ship the correct item.
If we shipped your item via the incorrect shipping method, we will refund you the total amount of your order or immediately ship using the correct shipping method.
Damaged Shipments
When you receive your order, please inspect it carefully before opening. If it appears damaged on the outside, please take pictures of the damage before opening. Damaged shipments include any item where the damage is either external or visible, and also damage which is internal or not visible.
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.
For damaged shipments, you must contact us within 3 business days of receiving your order.
Non-Returnable Items
The following items are not eligible for returns:
- Electrical Components and Controls
- Any item that was connected to an electrical power source
- Any item that was attempted to be installed
- Any item that was installed
- Any item that was used
- Any item that was modified
- Any item missing parts
- Any item not purchased directly from Hotwaterparts.net
- Special Order items identified as non-returnable
- Any item marked as Clearance
- Any item marked as Final Sale
Liability Limits
Hotwaterparts.net is not responsible for any consequential or incidental damage resulting from the sale, use, or installation of any merchandise sold directly by us. We are responsible for the monetary value of the merchandise only. We are not responsible for any contractor's fees.
RMA Requirements
All returns require an RMA (Return Merchandise Authorization) number. Any item returned without an RMA or any items that were "Refused Delivery" and sent back to us will be assessed a restocking fee as listed above.
All returns are inspected upon their arrival back at our facilities. All items must be in original as-new condition, in their original box and must include all packing material, blank warranty cards, documentation, manuals and all accessories. If any items are missing, we will contact you and provide you the opportunity to return them to us. If you are unable to provide the missing parts, your return will be rejected and we will send the item(s) back to you at your cost.
Return Shipping Fees
The following conditions apply to Return Shipping:
- Customer is responsible for cost of return shipping.
- We do not cover costs of return shipping.
- We do not provide a prepaid return label.
- Be sure to purchase full insurance for your return shipment.
- We are not responsible for lost or damaged return shipments.
- We are not responsible for uninsured or underinsured return shipments.
- Do not place labels on the original manufacturer's packaging.
Return Instructions
- Go to our Return Request Form page and submit a request including your original order number. You will receive an email response usually within 60 minutes during our normal business hours of Monday through Friday 8am-5pm Eastern time.
- Prepare the item(s) for shipment. Place the original package into a shipping carton, preferably the original outer carton in which we shipped to you. Take care to add padding so that fragile items are not damaged in transit.
- Ship the item(s) back to us, using a shipping method that has a tracking number and is fully insured.
- Write your RMA Number on the outside of the package.
- Send pre-authorized returns to:
667 South Delsea Drive
Vineland, NJ 08360
